Every review we hold for the Cardiff office, from every platform, shown as written. First names only.
★★★★★ 1/5
YellRip off agency fees
Cpshomes charge extortionate agency feesand pressurise 1st year students into signing up immediately by suggesting they have 5 other viewings that day and if you don't sign up now., then you will lose the property. Students end up paying 25% of their rent +vat as an agency fee. Never to be seen again. No cooling off period.This can easily total £600 for one property and 30 minutes of effort from the arrogant agent.The Goverment is banning Agency fees yet Cpshomes still insist on ripping students off. Students avoid this agency at all cost!
RedChalk16 · 12 February 2018
★★★★★ 5/5
TrustpilotI had an excellent service from CPS
I had an excellent service from CPS, Angela and Sian were both fantastic from start to finish. They kept me up to date with everything through the entire process, and were always lovely to deal with. They also were able to help me sell my house in less than a week of putting it on the market, and got me over the asking price. I would always recommend CPS to anyone else looking to sell or buy a home.
Abi · 16 November 2018
★★★★★ 5/5
GoogleI've used a variety of agents to market my property but thought I'd give CPS a try a couple of years ago.
Glad I did - Rhys and the team have been excellent at just getting the job done. Their expertise has meant a higher rent and quicker letting each time. They were the first to offer video tours during Covid, which work a treat!
Tim · 12 June 2022
★★★★★ 1/5
TrustpilotAvoid at all costs
My experience with CPS Homes, is unfortunately not a positive one. The staff are unprofessional and incredibly rude, especially Gareth. They do not take responsibility for anything and instead blame landlords, cleaners and tenants for any discrepancies. They do not clean properties between tenants. The staff are young and arrogant, do not listen and always think they are right. They have no people skills whatsoever and do not know how to talk to people. The only response to any of these negative reviews is to a disgruntled landlord which clearly shows that they care more about their landlords and money than they do about their tenants.
Ben · 14 December 2017
★★★★★ 1/5
TrustpilotRUDE STAFF WHO DO NOT ADMIT FAULT OR RESPONSIBILITY FOR ANYTHING
This company was great and very friendly to start with. Our problems started with their "Deep clean" of my daughter's flat. Basically, it did not happen. When we arrived at the flat to find it in a disgusting state (photos were taken) I phoned the office and spoke to Gareth telling him that we were promised over the phone that the bedsit would be deep cleaned before my daughter moved in. He basically called me a liar and said that it had been cleaned. I had to send photos and contact the cleaning company before they would take notice. Gareth is the rudest member of staff I have ever had to deal with in any company, he ended up putting the phone down on me and when my son and I went in to The Woodville Road Branch to continue to try to resolve the problem we were called threatening. I later found out that the Manager Nikki Lewis was present in the office this day but did not get up at any time to help resolve the issue (even though his staff member felt threatened by a 50 year old woman). The cleaning company were called out the following morning and attempted a deep clean (three of them) with my daughter, son and myself in the bedsit. You can imagine the fumes. We helped them and it took six of us a good couple of hours to clean the bedsit thoroughly. We asked the cleaning company if they had been contacted to clean the flat before my daughter moved in and they said no. So, someone, somewhere is lying. To this day CPS say that the cleaning was carried out, just not to our satisfaction. My daughter has had various maintenance issues, blinds breaking, broken fridge, broken extractor in bathroom, broken freezer (when all her freezer food defrosted) broken cupboards and drawers, broken shower head. The latest issue is her washing machine handle broke leaving her clothes stuck in the washing machine, they are checking liability before they will help her with this. Once maintenance issues are reported they do respond quite quickly but there have just been so many. At the moment my daughter is freezing as the heating system is so old even the maintenance man admitted he did not know how to use it. They provided her with no manual, just like the staff did not know about parking procedures for the flat, the code to enter the back door, etc. My daughter had to ask other tenants. To make matters worse, a few weeks back my daughter had the maintenance man in while she was at work. There are two locks on her door, CPS only gave her a key for one, yet gave the maintenance man both keys. Yes, you guessed it, he locked her out at 10.30pm at night, he was devastated and very worried about where she would go. Obviously so were we but we were two hours away and buses to where we live had stopped running. She was basically homeless for the night and stuck in Cardiff, none of her friends were in, they had all gone home. CPS showed no concern over a 20 year old girl having no where to sleep that night and thank God her neighbours came in at 11.00pm and let her sleep on their kitchen floor. CPS blamed the maintenance man and told us if we contacted the police to break her in her own flat we would be charged. I have asked for them to simply apologise and admit some fault with regards to any of our complaints and look at how they treat their customers in the future, with a great deal of them being young students. The Manager Nikki Lewis has taken no responsibility at all but blamed myself, the cleaners and maintenance team. I am now looking to take further action against this company.
Karen · 13 December 2017
★★★★★ 3/5
TrustpilotAverage, but with some friction.
Upon first encounter with CPS we were quite rudely sent away from the office by Gareth as we were not sure as to whether we would have a group of 5 or 6 tenants. He gave us little to no information, just that he didn't "want to waste his time".We rescheduled for two days later, and were shown around properties with Tom who was faultless - very warm and friendly, was able to answer all our questions about each property, and made it a very fun and enjoyable experience.When we returned to the CPS office and decided we wanted to take a property off.the market, we were all more than surprised by the £105 agency fee , which does nothing to secure the property as ours, it simply takes it off the market. CPS will have taken a total of £630 off a group of 6 tenants just to process the paperwork, and we were not pre-warned anywhere when we asked initial questions before viewing any properties with CPS that this would be involved in the process. Quite ridiculous if you ask me, but I imagine that this is something that can be found happening in many estate agents. Many thanks to Tom who was able to talk us through the entire process, and remain cheery at our incessant question asking.
Bobbie · 24 November 2017
★★★★★ 5/5
TrustpilotAs a landlord CPS have been dependable…
As a landlord CPS have been dependable and good. The biggest thing for me is good communication. They will ring me promptly if there is a problem and also I can ring them in office hours and talk to a real person who can sort any problem out quickly. I have had some bad experiences with letting agents in the past so moved to CPS about 3 years ago and so far it’s been an excellent service.
Edward · 16 November 2024
★★★★★ 5/5
GoogleCPS have made things quick and easy to sort a new rental property in a confusing and difficult time in the world. The up-to-date video tour helped greatly. Tamara Price was an amazing agent, answering any questions we had.
Natashia · 12 June 2021
Agent replied · 11 June 2024
Thank you for taking the time to leave us feedback. We're glad you had such a wonderful experience with us! We do hope we can be of assistance in the future. Take care! CPS Homes
★★★★★ 5/5
GoogleCPS homes have been so great in helping me find good accommodation for reasonable rent for my move to Cardiff for a masters degree. Cath was so lovely and friendly in talking me through the options available and answering my many questions! CPS homes and Cath in particular, have made the process of finding and securing accommodation so easy, and I would highly recommend them to others in a similar position!
Rachel · 12 June 2021
★★★★★ 4/5
TrustpilotProfessional and Helpful
Chels has been very professional, on time with responses and communication. Always willing and available to answer our questions as newbies in the market. Gave Suggestions to help us save money! Thank you so much.
Odunayo · 9 August 2024
★★★★★ 1/5
TrustpilotExtremely poor company
Extremely poor company - they have been featured on a bbc documentary in the past!Constant harassment from staff when told viewings are not suitable as a tenant. They also act as a middleman to inform landlords of tenants actions when they are only managing sales and not actually managing a property!
J · 7 August 2024
Agent replied · 22 October 2024
Hi J,Thank you for your review. We’re sorry that you’ve had a less than positive experience with CPS Homes, though we’d like to know about you and the property you live in so we can look closer into our dealings with you, in order to verify what you have said. We have approached you via Trustpilot’s private messaging platform for this information, but until we receive it, we will respond based on what we believe to be correct.From your comments, it sounds as if you are a contract-holder in a property we are currently marketing for sale on behalf of your landlord (the owner). If this is correct, we would have approached you with proposed viewing dates/times. Where an occupier isn’t able to accommodate the viewings on the date(s) or time(s) provided, we’re happy to work with you to find a suitable, mutual alternative. Your contract is likely to state that your landlord or somebody on their behalf is able to enter the property for the purpose of a viewing provided the stated level of notice has been provided, so we and your landlord are not doing anything legally or contractually incorrect by attempting to arrange viewings. We trust that a date/time we propose soon will be convenient for you.In response to your final comment, we are obliged to provide feedback to the owner of the property based on our findings whilst visiting a property, which would include tenant actions/inactions.Kind regards,The CPS Homes Team.
★★★★★ 5/5
TrustpilotLast minute flat
Me and my partner have been looking for a property in Cardiff very last minute, and luckily we found one advertised by CPS Homes. Although it's a bank holiday they've been very easy to contact and Tamara emailed us promptly about the apartment and also spoke to us over the phone to help us secure the flat - and answer any queries that we had. Thank you Tamara, we look forward to moving in.
Sophie · 31 August 2020
★★★★★ 5/5
TrustpilotTamara was really helpful in the search…
Tamara was really helpful in the search for our final year home in Cardiff. She gave us plenty of time to make decisions but also didn’t forget about us. She always stayed in contact and was easily reachable over the phone.
Georgie · 1 December 2020
Agent replied · 10 June 2024
Thank you for taking the time to leave us feedback. We're glad you had such a wonderful experience with us! We do hope we can be of assistance in the future. Take care! CPS Homes
★★★★★ 1/5
GoogleWe recently rented a property in pentwyn. We couldn't view the property physically, as a video tour was the only option. We contacted over the phone to enquire about the property and asked three simple questions as per our priority. Is the house furnished or not? is there an allocated parking space or not? is there any added bill or not?
The agent confirmed after checking their system that it is a furnished property and there is an allocated parking space for the property and mentioned other bills except for the water bill. In the meantime, we talked several times over the phone, but nobody mentioned anything different.
It was the end of the month, and we got the contract to sign it, and then after reading the document we got to know that there is no allocated parking space and the water bill will add up. We were so frustrated but we had no time to find a new house and we already gave our deposit. So, we had to take it. We got another surprise when we went to the property to receive the key, it was barely furnished. We were told that the property will be the same as the video tour. We are very disappointed that how misleading everything was.
Irin · 12 June 2022
Agent replied · 11 June 2024
Dear Irin,
Thank you for leaving a review and we’re sorry to hear that you believe there are discrepancies.
We have a complaints procedure in place to resolve issues like this. If there are any outstanding grievances, we'd ask that you provide additional information via e-mail to feedback@cpshomes.co.uk, allowing us to look into your concerns further.
Kind regards,
The CPS Homes Team.
★★★★★ 1/5
GoogleReally good at selling houses to students. Not good at solving issues, you got a broken fire alarm you have to pay for it... You got pests you have to pay for it. We have tried to resolve this issue like they have asked but nothing has changed. Even though there are holes in the house....
Unfortunately It makes me rate one star.
Oh I wish it would let me add photos and screenshot to my review
We do not recommend this letting agency
Jayden · 12 June 2022
Agent replied · 11 June 2024
Hi Jayden,
Thank you for leaving us a review. We're keen to understand more about your experience and concerns, so would appreciate further information being sent to us via feedback@cpshomes.co.uk.
Maintaining a working fire detection system is the responsibility of a landlord, so you - as a tenant - would not have been asked to contribute towards the cost associated in doing so unless you had in some way damaged a detector or removed it from its fixture. This scenario is rare, but if/when it does happen, a landlord would reasonably expect his/her tenant(s) to bear the cost of putting things right.
With regards to pests, we can see that your landlord has authorised for Cardiff Council's Pest Control to visit the property, after you sent us photos of possible access points. Your landlord will bear the cost of this, so you haven't been asked to pay for this. When a tenant reports a sighting of a pest, we ask where they believe they may be gaining access from. Pests are rare and are typically only attracted to properties where there is something on offer for them, e.g. food or bin bags are being left out. Pests can get through the smallest of gaps/holes, of which there can be many in properties - particularly those of a certain age - so being the people who live in the property, it's not uncommon for us to ask tenants where they believe access may be gained, so we can then approach the landlord to gain authorisation to treat or fill these gaps where possible.
Kind regrds,
The CPS Homes Team.
★★★★★ 1/5
GoogleIn my view, it is probably the worst letting agency in Cardiff if not the entire world. Somehow, they are constantly under the impression that they have got complete control over the lives of their customers/ tenants. Here are few thoughts and my personal experience to convince the readers -
1. Absolutely vile and horrendous customer service I have come across in my whole life. The agents are not ready to accommodate your needs or preferences no matter how politely/ rationally to discuss with them. My friends and I really liked this house on the CPS website and wanted to book a viewing to make sure its the right fit for us. Next we were asked to put down a holding deposit to ensure it is not taken off the market by another group (Completely understandable). Once we did put down the deposit, they refused to give us a tour of the house and gave us the argument that since we have already put down the deposit, there is no point in showing us the house as we are going to rent it eventually. This flawed tactic is the epitome of complete exploitation of university students and contradictory to their role as a property agent. We put down the deposit with the aim of blocking the house and subsequently living in the house and the least we expect is to have a viewing. However, they have used this loophole to torment the students and make a sale without going through the basic courtesy of giving us a single house viewing.
2. Please make sure you are not busy with any university work/ assignment when contacted by CPS Homes. They have deadlines of tomorrow and viewings scheduled in 24hrs where they expect you to clean the house for potential clients. Firstly, as a university student studying medicine, even my professors give me an appropriate amount of time to finish assignments. However, CPS is under the impression that people should leave all their work, no matter how important and finish all documentation in a span of less than 24 hours. When it comes to viewings, I am happy to make adjustments to help CPS attract potential buyers, which is completely understandable. It annoys me when they give you a notice of less than 24 hours and assume that you will not be disturbed by people barging in your house.
(Shoutout to the person on Facebook who pointed out that we can cancel any viewings which have been informed to us in less than 24 hours)
3. If you are looking forward to an amiable experience with a letting agency, you will not enjoy CPS homes. According to CPS, threatening their customers is the best way to attract their attention. We were told to submit our documents by next day for the new house, (discussed in point 2) which to an extent is unfair but I can still work with that. However, when they end their email saying that if they do not receive it by tomorrow, they might re-market the property, it forces me to rethink what their real motive as an organisation is. CPS has found ways to be unpleasant with their customers in every possible way you can imagine and even while being unpleasant, they will choose to threaten you to make sure your experience gets worse than you would imagine.
Lastly, I would encourage anyone looking forward to use CPS to consult all other available agencies before approaching them. Exhaust all your option before even having a though of renting with CPS. Good luck and stay safe!!
S · 12 June 2022
Agent replied · 11 June 2024
Dear S K,
Thank you for leaving a review. We're sorry that your experience with CPS Homes up until now hasn't been a positive one.
To clarify our policy, we will not take a property off the market until a holding deposit has been paid. We have found this to be the fairest way of operating, as we have previously taken houses off the market for groups who have advised us they would put down a holding deposit shortly, which never then materialised. This act prevents other groups who may have been interested in the house from reserving it, so the fairest practice is to ask that a holding deposit is paid before taking it off the market.
We always highly-recommend that groups view the property before paying a holding deposit as, unfortunately, we are unable to offer viewings after the holding deposit has been paid. We operate this policy because groups often ask to re-view - sometimes more than once - due to one or two of the group not being present first or second-time round. Due to how busy we are and staffing levels, we can't offer further accompanied viewings beyond the initial one, but we do offer to put the existing tenants in touch the new tenants, so they can make their own arrangements.
95%+ of groups follow our advice and do physically view, though some choose to pay a holding deposit based on our professional photos and video; possibly so as to reserve it before another group does. They do this in the full knowledge that we will be unable to offer a physical viewing at a later date, however, as explained above, we do offer to put the existing tenants in touch the new tenants, so they can make their own viewing arrangements. Not only that, but if the group do not wish to proceed to ultimately signing the tenancy agreement for the property, we will transfer the holding deposit they have paid to a new property, rather than requesting a new one is paid.
We totally respect the fact that viewings can be an inconvenience - and we acknowledge that they are sometimes scheduled for times when they clash with existing plans - so we do appreciate where you’re coming from and are happy to rearrange them in those instance. We would definitely prefer not to visit any more than is necessary and, ultimately, the sooner we find tenants for the property, the sooner we’ll be out of tenants' hair.
We hope this helps address your concerns. Should you require any further advice, please get in touch via feedback@cpshomes.co.uk
Many thanks,
The CPS Homes Team.
★★★★★ 5/5
GoogleI have had a business relationship with CPS for a few years now, and can highly recommend them. I am able to get through on the phone quickly, without too many automated recordings, and if the person answering can't help, they quickly put me through to someone who can, or set things in motion to sort any potential snags.
I have found every staff member I have dealt with has this friendly, and professional "can do" attitude.
My resent dealings were with Zara Lawes, who emailed about an EPC certificate. We exchanged a few emails, as quickly as you would text a friend, (no waiting for days, or having to follow up), and she sorted out my requests and questions perfectly.
If all businesses had staff this helpful and competent, life would be a breeze!
Steve · 12 June 2022
Agent replied · 11 June 2024
Hi Steve, thank you so much for taking the time to leave your thoughts in so much detail. We're over the moon to hear you've had such a fantastic experience with our business relationship over the past few years and it's certainly been the same from our side too.
Agreed - automated recordings are not our style and clear, communications with the aim of making things stress-free as possible for valued clients like yourself is key to how we operate. We are delighted to hear that our lettings team have been so on the ball at providing you with the top level of customer service that we pride ourselves upon.
We'll make sure Zara reads your lovely comments about her personally too, she definitely deserves it and we're lucky to have her as part of our team. Thanks again Steve!
★★★★★ 5/5
GoogleBoth my partner and I had been with CPS previously and found the process very easy and straightforward when signing for a house. We worked closely with Rhys when looking for a property. He was extremely accomodating, letting us know when there were new properties about to become available that we could check out. Definitely helped to speed up the whole process of finding a place for the next year and continuously checked in with us, making sure that we were kept in the loop. Great guy and great experience!
Danielle · 12 June 2022
Agent replied · 11 June 2024
Hi Danielle, Thanks so much for taking time to leave your comments, we're really pleased to read them and have let Rhys know too :) Enjoy your new home!
★★★★★ 5/5
TrustpilotFlorence and Scott did a wonderful job…
Florence and Scott did a wonderful job marketing my property for rental. The advert looked excellent and the property was let quickly.
David · 27 May 2026
★★★★★ 5/5
TrustpilotWouldn't use anyone else!
Huge thanks to Jordan who has looked after our rented property for a long time now and makes the whole process so easy by taking care of everything, also to Vicki who have both swifty found tenants for our other property and managed the process seamlessly. I have sold/purchased and rented property with CPS Homes and would not go with anyone else. A pleasure to work with.
Melissa · 22 December 2021
★★★★★ 5/5
TrustpilotRhys was very Helpful.
Contact and Communication with Rhys was Very Good. Very Attentive, and understanding of our needs, especially when we were last minute getting a house as students, and he did all he could to help which we were very grateful for.Would Definitely recommend.
Alexandra · 14 March 2024
★★★★★ 5/5
TrustpilotFabulous team at CPS Homes
So impressed with CPS Homes. Sian found me a great investment property and Chelsea made the sales progression seamless. Superb communication and a friendly, professional team who are extremely thorough in all that they do.
Lisa · 8 December 2021
Agent replied · 22 October 2024
Thank you Lisa, we're so glad we could help :)
★★★★★ 5/5
TrustpilotRhiannon Hughes is a fantastic person…
Rhiannon Hughes is a fantastic person and helped me all the way to process the tenancy agreement. She was brilliant and always communicated with me on demand and was quite helpful. It was all well managed in a organised way. Definitely recommend CPS Homes for any property related matters.
Phanindranath · 28 September 2023
★★★★★ 4/5
GoogleJordan was very helpful in looking for a property. He made us feel very confident in what we were signing for. He was very chatty and made the whole experience pleasent.
Anneira · 12 June 2022
Agent replied · 11 June 2024
Thanks for your thoughtful comments Anneira, we've passed them across to Jordan and they've made his morning! Wishing you all the best in your new home.
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