Every review we hold for the Cardiff office, from every platform, shown as written. First names only.
★★★★★ 2/5
TrustpilotWoeful experience as a Landlord
Woeful experience as a Landlord. Repeated mistakes made which landlord have to pay for - miselling properties to tennants and then when tennants complain Lanlord's are made to suffer the consequences of their mistakes. Witholding money and not releasing funds when they should. I have a portfolio of 10 HMO student let properties - mainly 7-9 bedroom houses or flats in good locations and finished to good specs. I have moved them all from CPS to other agents. Not taking a deposit from tennants means the houses are trashed, colecting full rent for July and August does not compensate for the cost of refurbing and rpealcing furniture for a large 7 bedroom house, it also means you have no time to refurb the house as tennants who paid full rent have every right to occupy the property during htose months.
Bik · 27 January 2022
Agent replied · 10 June 2024
Dear Bik,Thank you for your review. As discussed with you via e-mail, we're sorry that your experience with us has been a less-than-positive one and we're sorry to see you go.In response to your comments, we do dispute your statement that we mis-sell properties to prospective tenants. Our property adverts and descriptions are very clear and detailed, we use current photographs and we even display full video tours. We don't think we could realistically be any clearer in what we're 'selling' to prospective tenants. We believe the number of tenants we rent to every year, many of whom go on to take other properties in the future and some who even become landlord clients of ours later down the line, is testament to this.If you've experienced issues with our Accounts Team and prompt payments being made to you, we apologise and will look into how these have arisen, then do our best to put them right.Concerning ‘no deposit tenancies’, you’ll recall that we approached you and all our other landlord clients about the possibility of offering properties on a ‘no deposit’ basis way back in late 2019. We cited a great deal of research and experiences when pitching this idea and the majority of landlords saw the benefits in not asking for a deposit. Some instructed us to still request a lower-than-normal deposit, whilst even fewer insisted on the same traditional ‘equal to a month’s rent’ figure. You didn’t make any such instructions, so we proceeded as pitched. We remain of the opinion that, in what is an extremely competitive student property market, not requiring a deposit is highly-attractive to prospective tenants as many find it difficult to pay a month’s rent on their current place as well as a deposit of circa £350 on a home they won’t typically move into for several months. Additionally, by not asking for this upfront cost, our clients have been able to increase the monthly rent as we’ve found tenants are happy to pay more over a longer period of time, rather than the significant upfront amount.Last summer, we had over 450 HMO student tenancies come to an end. 85% of them didn’t have a deposit, but, in our experience, that didn’t affect the way they left their property, leaving us to conclude that tenants leave houses and flats responsibly, regardless of no deposit. We didn’t leave it all to chance, of course. We were very specific in our vacating instructions to tenants, making sure to remind them that even though they didn’t have a deposit, their tenancy agreement still required them to leave the property as they found it and their landlord could, if desired, pursue any excessive claims in court. We also provided a plethora of ‘how to return your property’ advice, including video guides and tales from yesteryear.After considering betterment and damage vs wear & tear, very, very few landlords have wanted or needed to pursue ‘no-deposit tenants’ for losses. Don’t get us wrong: most landlords had to cover the cost of some cleaning and occasionally a few extras, but we don’t think it should be viewed like that. Landlords have, in effect, had the deposit paid to them increased rental income (see earlier), so they’re simply using some of that figure towards the required remedial work.If you’d like to discuss things further, please don't hesitate to kick-start the few chains of e-mails you’ve had with members of staff.All the best,The CPS Homes Team.
★★★★★ 1/5
TrustpilotTreat student tenants like we are scum
Treat student tenants like we are scum. They don’t even communicate with us in a professional manner. I was once told to wait outside in the cardiff rain (if u know u know) when I went to their office in person, the day prior I went to the exact same office with my father and was treated as I should have been, seated inside offered a drink and spoken to professionally and treated like the customer. The contrast between how they behaved around my dad compared to when it was just us student tenants was disgusting and unfair. Have used CPS now for 2 years and if I could get out I would but can’t move for other personal reasons. Got plenty more evidence of their poor manners and straight up disrespect for student tenants, not just my house but the majority of other students I speak to. They have repeatedly tried to scam money off of us, but with one quick email reminding them that we know our rights and contract (seemingly better than they do) they drop it instantly, just proves that their best interest is profit and they pick on first time renters and foreign landlords to exploit them. If you are a student and end up with CPS be sure to stand your ground and do not let them treat you like this, this is not how renting should be. Edit: their reply saying I’m not on system is because am reviewing under different name. I have sent my evidence to trustpilot who can confirm my review is valid.
Kate · 18 January 2022
Agent replied · 10 June 2024
Dear Kate,Thank you for your leaving us a review. The comments you have made do not sound like us, thus we're keen to hear more from you and would urge you to get in touch with us feedback@cpshomes.co.uk and provide further information, such as your name (we cannot find you on our system) and the property you rent from us, so we can look into the root of your concerns.We have also sent you a message via Trustpilot's private messaging platform to request this further information.Many thanks,The CPS Homes Team.
★★★★★ 5/5
GoogleZara Lawes did a great job in sorting out the fire door inspections at Prospect Place, thank you Zara
Ian · 12 June 2023
Agent replied · 11 June 2024
Hi Ian, thank you so much for taking the time to leave these comments and a fantastic 5 star rating nonetheless :)
★★★★★ 5/5
GoogleZara is absolutely lovely - dealt with our issue so quickly and efficiently. A real gem to the company.
Annie · 12 June 2023
Agent replied · 11 June 2024
Hi Annie, many thanks for taking the time to leave this fab review!
★★★★★ 5/5
GoogleScott was brilliant at securing a tenancy renewal for me. Minimal fuss and easy to deal with. Top guy
Simon · 12 June 2023
Agent replied · 11 June 2024
Thanks Simon! We're so grateful for your support and for taking the time to share your experience.
★★★★★ 5/5
GoogleCPS property advisor Charlotte Atwell was really quick and helpful when dealing directly with our maintenance issues, thank you!
Abby-Rae · 12 June 2023
Agent replied · 11 June 2024
Hi Abby-Rae, thanks so much for taking the time to leave this lovely 5 star review for Charlotte.
★★★★★ 5/5
GoogleJess was fantastic helping our group find a house we were really pleased with. She offered professional and personalised help and we are thoroughly appreciative.
Billy · 19 November 2024
★★★★★ 1/5
GoogleExtremely disappointing rental experience
I am extremely disappointed with my experience with this rental agency. I chose the property because the listing on the rental website clearly stated it welcomes students. However, when I contacted the agency about renting the property, I encountered clear discrimination.
Firstly, the agent's attitude towards students was very unfriendly, with a cold and biased tone. Secondly, the person repeatedly asked me how many months of rent and how much I could pay in advance, which made me very uncomfortable. As a student, I should receive the same treatment as any other tenant. I strongly advise other students to be cautious when considering this agency to avoid similar unfair treatment.
Shuang · 26 July 2024
★★★★★ 5/5
GoogleChelsea was very helpful on the phone and answered all my questions regarding the property. During these difficult times, it was very reassuring to deal with such a friendly and reliable person. Thank you, Sylwia
Sylwia · 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
TrustpilotNathan and his team made the whole…
Nathan and his team made the whole process quick and stress free. Nathan is a great character that will do anything to help. Thanks to their marketing department l, the property was sold within 2 weeks. I would recommend anyone looking to buy or sell to use CPS
Thomas · 15 August 2023
★★★★★ 4/5
TrustpilotA happy landlord
I have been using CPS Homes in Cardiff to manage my residential properties since 2007. They are a great team from accounts to lettings to maintenance and have looked after my properties in a professional, courteous, proactive manner. I would certainly recommend them to other landlords......a special thanks to Cath Taylor who has just renewed the Tenancy so expediently for one of my properties......many thanks.... Stephen P
Stephen · 12 May 2021
★★★★★ 4/5
TrustpilotTamara was a great help!
Tamara was a great help! She was friendly and approachable and helped us find what we needed with ease and gave us enough time to process things and make sure we weren’t rushed into any decisions :)
Phie · 18 November 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
★★★★★ 5/5
TrustpilotProfessional service, unlike previous agent.
The comparison between CPS and the previous agent has been marked. Tiffany at CPS, updated us on each step of the sale process and offered informed opinion when asked. I highly recommend CPS for local knowledge and highly competent staff. My only regret was not engaging them sooner.
Anthony · 17 July 2024
Agent replied · 22 October 2024
Thank you Anthony for these wonderful comments about Tiff and taking the time to leave such a thorough review, we really appreciate it and will endeavour to keep up the good work!
★★★★★ 5/5
Trustpilot5* Agents
Nathan is a pleasure to work with. Always gives the best guidance, is easy to communicate with, is genuine and honest and always goes above and beyond! Chelsea was also instrumental in the sale of our recent flats and kept us updated throughout. Thank you CPS
Miss · 29 September 2023
★★★★★ 1/5
TrustpilotAvoid them!!
Avoid them!!This company do not care about their tenants at all! In our property when we moved in, nothing had been cleaned from previous tenants, there were marks all over the walls (including food marks) and almost all furniture was broken (sofa, desk, bed). They sent someone to clean who did a rubbish job, and we ended up cleaning ourselves, however we have been suffering with a silverfish infestation since we moved in - theyre even in the bedrooms - and yet CPS ignore us! They sent someone round to help the problem - but this did nothing to stop them as all they did was squeeze lemons around the walls. We have said we want this fixed ASAP as they are literally in our bedrooms and in our beds some night and the whole building is infested yet they refuse to do anything more! What’s worse is we have had maintenance let themselves into our flat on several occasions without permission, once whilst my flatmate was naked asleep in her room and he let himself in, without making contact to confirm a day or time, and did not announce himself. She awoke to a man in our kitchen and only realised this once she was walking out of bathroom naked. This is so ridiculously inappropriate and all CPS did was blame her for not expecting him even though she was told directly by him that it would be over a week before he came to do the repair and that he would text her. They offered no compensation for the trauma of the situation and took no responsibility for the situation. Communication via email is also stupidly slow. We filed a complaint and it’s been taken to stage 3 now about how none of our problems have been addressed satisfactorily, and they haven’t responded at all. This infestation is disgusting and I sleep at my boyfriends most nights due to anxiety of finding them in my bed and on my bedroom walls at night. They also make holes in clothes etc and are just really unpleasant to have. I would not ever rent through them again because of the stress and anxiety this has caused, they take advantage of students and steal their deposits at the end - something covered by Joe Lycett in his show!
Bronwyn · 21 November 2021
Agent replied · 10 June 2024
Hi Bronwyn,Thank you for your review. We're sorry to hear that you've had a less than positive experience with CPS Homes to date. We will strive to make things better moving forward.We are in receipt of your latest complaint and will shortly issue a full response, in line with the timescales laid out in our complaints policy. When we receive a complaint, we will do all that we can to help you and we will try to find a solution to any problems you have brought to our attention.Kind regards,The CPS Homes Team.
★★★★★ 1/5
TrustpilotUntrustworthy in several ways.
I've given CPS a chance for 5 years because I didn't live near the area of my property and was too busy to think about whether they are worth the money until recently when I took some time off of work and reviewed agents fees. They charged full management fees every month but I ended up organising my own maintenance when needed because their contractors were always far more expensive than local contractors and also the times that I did let them send their contractors, the work was not completed properly and needed doing again within the year and one time parts went missing from my door furniture and it took nearly a year of me asking for it to be brought back. 2 months ago, I was fed up paying a full mgt fee just to collect rent in their account and transfer it to me. I asked to change to a rent collection only service and I would have stayed with them for a smaller fee but they said they don't offer that service anymore! So I gave the notice I had agreed to in an email 5 years ago and they argued that I should give 6 months notice and I said I never agreed to that then they said 3 months notice and other charges like £300 + vat for the very poor inventory they did at the start of the tenancy which I complained about at the time as it could leave me open to problems when I checked my tenant out. Over 2 months, I kept asking for evidence that I had signed T&Cs for all these additional charges amounting to £907. No evidence had come, because I hadn't agreed to it. They eventually claimed that I agreed to it on a phone call 5 years ago! I make sure all contact with any agents etc are in emails because I know how important it is to have documented evidence if needed. My tenant recently told me that CPS took 4 months rent in advance back in 2017 and still holds 2 months of his rent. This was the first I had heard of this and when I asked CPS has this been held in a protected place like the tenants deposit, they said no because they didn't have to. So anyone with access to the CPS bank accounts could 'run off' with all the tenants extra rents taken at start of tenancies, like several agents had done in the past with deposits! I asked many times, by email for CPS to send back the rent to my tenant because now that they are not my agent and I do not think I should hold it in my account. Again, I reminded them to send back the 2 months rent to the tenant, they said no, they would send it to me and deducted the £907 fees, which I don't owe them! Now I need to go to the Ombudsman to try to help the tenant get their rent back because CPS are still holding £907 of it but saying it was fees I owed. I already had other fees deducted during my notice period. There are more details, that I could go into but it would be too much to read here. This agent seems fine if they just collect rent (all be it at a full mgt fee), until there is a problem.... If my tenant had moved out, it might have been easier for me to let this agent go but they had the 2 months rent from 5 years ago to deduct whatever they thought they could try to get away with and didn't give me the option of rent collection. They are wolves in sheeps clothing - BEWARE if you are not happy with the service, you will pay for it!
Nancy · 15 November 2021
Agent replied · 10 June 2024
Dear Nancy,Thank you for your review.As discussed with you via e-mail, we are satisfied that the stance we have taken in regards to your ending of our property management service is the correct one according to our business arrangement. We have invited you to use our complaints procedure should you wish to pursue the matter further.To confirm, all funds that CPS Homes receive on behalf of clients are held in a dedicated client account and are protected via a Client Money Protection insurance policy obtained through Propertymark; the leading membership body for property agents.Kind regards,The CPS Homes Team.
★★★★★ 5/5
TrustpilotI came across a CPS property and…
I came across a CPS property and decided to give a call. Fortunately Max Evans was the agent who responded. the service was incredible. couple of years ago I've suffer to find a property but this time around it was so easy. Thank you Max for making it possible for me. Henriette
Henriette · 5 April 2023
★★★★★ 5/5
TrustpilotRecently sold my home with CPS Homes
Recently sold my home with CPS Homes, and notably dealt with Sian and Angela who were both super helpful throughout and always on hand to offer advice.Took a while to sell for whatever reason but luckily sold at the right time just before lockdown. Very grateful that we got it finalised then!Would definitely recommend their services and think I will sell with them in the future for my next move.
Matt · 2 July 2020
★★★★★ 5/5
TrustpilotHelpful, friendly staff!
Just put a deposit down on a flat with CPS. Chelsea was very helpful and friendly at the viewing and has been very prompt at responding to calls and emails. One occasion when Chelsea knew I would be calling and she would be out the office, she left clear instructions with her colleague (sorry can't remember her name but also very friendly and helpful. Very happy with my dealings with CPS and would definitely recommend.
Suzi · 27 September 2017
★★★★★ 1/5
TrustpilotDo not rent with CPS for the love of god
Do not rent with CPS. Their communication is all over the place, each person telling you something different, and in our case our agent was out of office every few weeks meaning we had to divert communications to someone else and start the process all over again. What’s worse however, is the communication between CPS and the landlords; when we tried to move in on the date that our contract stated we were legally allowed to (and were given the go ahead by our agent the day before), we found the house half finished, half painted and with no furniture. We were then informed that the landlord hadn’t completed the work on the house and CPS weren’t aware-a “miscommunication, these things happen”. In return we were given a partial refund (not even half our full months rent), but some of the tenants weren’t even told about this so proceeded to pay full rent, happily accepted of course by CPS.A few weeks on and we’re having problems with the oven, washing machine and fire alarm and told that it will be fixed but not given particular dates or times, and we’ve had handy men coming in and out at random times. At this point we just avoid contact with them as they’re useless. Honestly the stress that renting with them has caused has been worse than finding an actual house itself. If you want to keep your sanity then don’t rent with them.
Polly · 3 October 2021
Agent replied · 10 June 2024
Hi Polly,Thank you for leaving a review. We’re sorry to hear that your experience with CPS Homes thus far hasn’t been as positive as both you and we would like.As you’ll know from our response to your internal formal complaint, your landlord chose to manage all manner of work prior to your arrival and fell short of what he and his contractors aimed to have completed by the time your tenancy began. A lot of landlords allow CPS Homes to manage the completion of any work that may be required, which is always our preferred way of doing things as we can instruct it to the third-party contractors we work with, manage their workloads and oversee its timely completion. Unfortunately, in this instance, your landlord chose to handle everything himself. Being the owner of the house, he was entitled to do this, but as we say, it’s our less preferred way of going about things as we lose a great deal of control and oversight. In the vast majority of cases where landlords arrange their own work, everything goes without a hitch. Unfortunately, in this instance, the work your landlord intended to have completed prior to your arrival wasn’t fully finished. He extends his apologies for this.Your case has caused us to internally review whether we can do more in situations where work is being carried out by contractors not known to CPS Homes, on behalf of landlords. We feel we can and should be doing more to check up on the progress of work through further conversations with landlords and additional inspections, which will allow us to improve our communication to tenants and, if needed, set their expectation if unexpected delays in completion occur. We have already rolled out these additional measures and expect it will provide tenants with an improved service moving forward. We apologise that we didn’t have these measures in place prior to your arrival.When you moved in and the unfinished work came to light, we were pleased that we were able to agree financial compensation with your landlord on your behalf. We did communicate this agreement with you, though some tenants hadn’t amended their standing order instruction with their bank by the time the 1st of the month came around, so proceeded to pay the full amount. This has since been has been resolved, however.Since the most recent maintenance-related issues were brought to our attention during an inspection last week, our records indicate that an electrician repaired the oven the following day, and the remaining couple of minor items have been instructed to a couple of further contractors for immediate completion. We have contacted you for further information about the fire alarm and look forward to hearing from you.If you have anything else you’d like to raise or discuss, you’re welcome to drop us an e-mail via feedback@cpshomes.co.uk.Kind regards,The CPS Homes Team.
★★★★★ 5/5
TrustpilotCPS letting agents, Cardiff
CPS have been the letting agent for my rental properties for almost 20 years now and they let the property quickly and without fuss, the staff are so helpful and professional at all times. I wouldn’t hesitate to recommend them.
Jo · 21 November 2025
★★★★★ 5/5
GoogleScott is fab! Definitely takes the stress out of being a landlord! A pleasure to work with.
Jay · 12 June 2023
Agent replied · 11 June 2024
Thanks Jay! We're so grateful for your support and for taking the time to share your experience.
★★★★★ 5/5
GoogleBeen a landlord for 6 years with Cps- are well liked by my students
Rhys Owen lettings manager --so helpful and ideas for future upgrating Behind him thre is the maintenace team Charlotte and Maria both excellant Finnally a good lettings team
Not looking to change -why woul I-there a grat team
Not forgetting accounts -always well administered on time
regards
Robert Mapley 21Woodville Rd
Robert · 12 June 2023
Agent replied · 11 June 2024
Hi Robert,
We're very pleased to hear you're had such a fantastic continued experience with us over the past 6 years, the feeling is mutual and we will endeavour to provide you with the same top level of service in man years to come!
Thanks so much for taking the time to leave such a detailed review.
★★★★★ 1/5
TrustpilotGetting my full deposit back...
CPS homes didn't want to fully refund my deposit. The agency had a 23 page report with over 100 pictures and mentioned that charges would be applied against my deposit. In addition, the agency wanted to charge me for 'end of tenancy cleaning'. I emailed back saying that I will be taking them to court rather than accepting those bogus charges or use the free adjudication service from the DPS. In my email, I also mentioned that I had video recordings/pictures of the place when I both moved in and out. I also mentioned that I will be requesting statistics on the percentage of tenants that have not been refunded their full deposit as well as the demographics and that I would be using these numbers in court to prove my case. I emailed them at 9:30 AM and at 12:30 PM, I received an email from CPS mentioning that my deposit is fully refunded.Update: Following CPS reply (please see below), I am posting another comment...In their reply, they mention that the landlord make the claim... that's completely inaccurate. Following my comments on their exit inventory that mentioned that charges would applied to my deposit (including some minor dust in a cupboard), I also emailed them expressing my displeasure. One their managers replied to me and mentioned that charges worth £150 would be applied plus 'end of tenancy cleaning'...So CPS, stop this nonsense about blaming landlords...Stop being dishonest and taking advantage of people...It makes things even worst that we are now in the midst of a pandemic... You didn't negotiate anything on my behalf and the only reason I got my deposit back (within 3 hours of my email mentioning that I'll take the matter to court) is because I mentioned that I would be willing to go to court...Their refusal to fully refund deposits based on bogus charges is not isolated...Jamie Lycett even had an episode where he exposed CPS homes for its dishonesty and willingness to scam people out of their deposits. Please type 'CPS homes Jamie Lycett' on youtube and you will see the video.
Vishagen · 18 September 2021
Agent replied · 10 June 2024
Dear Vishagen,Thank you for leaving us a review.As with every property we let, the tenancy agreement is a contract between the tenant(s) and the landlord. Therefore, if there are ever any proposed deposit deductions to claim for at the end of the tenancy, it is the landlord who chooses to submit this claim. So to say that CPS Homes didn't want to fully refund your deposit is inaccurate as CPS Homes are not party to the contract. It is the landlord's decision and we act upon his/her instruction.It is true that when we conduct a check-out inspection, we are doing so on behalf of the landlord. Our contract with the landlord stipulates that we will document the condition of the property at the end of the tenancy (as we also do at the beginning of each tenancy), then provide this report to them for their assessment, as - again - being the owner of the property, they are the decision maker. Within the report, we highlight items that we believe are a result of wear and tear, therefore the responsibility of the landlord to make good before any new tenants arrive. We also highlight any items we believe to be over and beyond fair wear and tear, which - if substantially different to the condition at the start of the tenancy - he/she may wish to claim from the deposit for. Once the landlord has decided how they wish to proceed, we add comments to the inspection report and send it over to the tenant(s) for their perusal. We invite tenants to comment on anything noted as being over and beyond fair wear and tear. This demonstrates a transparent, two-way process that is geared towards avoiding any potential deposit dispute.When you provided your comments, as we always encourage tenants to do, we reverted back to the landlord and were successfully able to agree the full return of your deposit. We were pleased to be able to negotiate this on your behalf.We feel it's important to point out that it's not uncommon for there to be a dispute at the end of a tenancy. Quite rightly, tenants are keen to receive as much of their deposit back as possible, whereas landlords would like to be compensated for any dilapidation they believe is not a result of wear and tear. So, by virtue of their own standpoints, deposit claims are a contentious matter. Thankfully, the process described earlier in this reply successfully resolves the vast majority of potential deposit disputes before they become protracted, which we think is something that should be commended.We wish you all the very best in the future,The CPS Homes Team.EDIT - Hi again Vishagen. Following your further comments, we again stress that deposit returns - like every other aspect of your and all our tenants' tenancies - are a matter between tenant and landlord. We do offer advice to landlords based on our findings at the check-out inspection, but we do not make the final decision.Contrary to what you may believe, we would much prefer not have to make a claim from a deposit. We don't profit in any way from said deductions, and it's far quicker and easier to return a deposit in full. However, when conducting a check-out inspection, we can only log what is in front us and present this in a report to the landlord, along with our thoughts.As with any deposit return, if a tenant feels a landlord's claim is not justified and a mutual agreement cannot be reached, the deposit scheme that protects the deposit can appoint an unbiased, impartial adjudicator to consider all evidence and make a ruling. We're pleased to say that the vast majority of deposits CPS Homes returns are done so with mutual agreement between landlord and tenant, meaning only a small minority require independent adjudication.Finally, your threat of court action had no bearing on your deposit return. As explained previously, your contractual relationship was with your landlord, not CPS Homes, so you would have had to issue proceedings against your landlord if you felt that strongly, rather than CPS Homes. If you disagree with this, we would recommend referring to your tenancy agreement for clarification.You are welcome to make further representations via e-mail to feedback@cpshomes.co.uk.Kind regards,The CPS Homes Team.
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