Trusted Agent profile · Cardiff
★★★★★
2,041 reviews across 3 platforms
34 Woodville Road, Cathays, Cardiff, CF24 4EA
Part of CPS Homes, see every office.
CPS Homes's office in Cardiff, at 34 Woodville Road, is rated 4.1 out of 5 across 2,041 reviews on three platforms, including 852 Google reviews rated 4.0.
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Every review we hold for the Cardiff office, from every platform, shown as written. First names only.
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.
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.
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.
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.
5/5
GoogleScott is fab! Definitely takes the stress out of being a landlord! A pleasure to work with.
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
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.
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.
5/5
GoogleCharlotte Atwell @ CPS has been absolutely super in sorting out my Cardiff Additional License - thoroughly recommend them and especially Charlotte for her professional smiley service.
Hi Graham, thank you very much for leaving us a review, we're glad we could help and agree, Charlotte is fantastic :)
5/5
TrustpilotFantastic
Sian was fantastic from the start of the process through to the viewing day and subsequent sale. The video and images certainly brought out the best in my property as we had over 100 requests to view, Sian narrowed this down to 25 viewings and we had a similar number of offers. We sold the next day.
5/5
TrustpilotBought my first house through CPS…
Bought my first house through CPS Homes. Sian was amazing at viewing and very knowledgeable about the property. Chels the Sales Progression manager was amazing, she helped with any questions we had along the way and chased up other parties when needed. Thanks CPS Homes
5/5
TrustpilotThank you Jordan
We have just signed for a property with CPS. Our lovely agent Jordan was so helpful and attentive to our requests. He went above and beyond to help us secure a property in what can be a very stressful time. Thank you Jordan!
5/5
GoogleWe had a really good experience with cps. Tamara Price was our agent and she was really friendly and helpful. We had great service, thank you for helping us get our favorite property.
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
GoogleI had a positive experience with this company and Velislava kept me informed about how the process of signing the contracts was going at every stage.
5/5
GoogleI've been renting from CPS for about 8 months now, and Vicki has been super helpful in organising adjustments to the house to make things easier!
Thanks for your review Ari, so pleased to hear you've had a great experience with us :)
5/5
GoogleWe had a viewing with cps and Kelsey was a big help, very friendly and helped with any questions we had! Made it very easy to sign a property. Nikki has also been very helpful with any questions we’ve had over email.
5/5
TrustpilotWe were very happy with the service
We were very happy with the service from Nathan and Chelsea at CPS Homes in facilitating our sale. Preparation of the particulars was done efficiently and effectively, viewings were quickly arranged, and when our first purchasers had to withdraw, Nathan was assiduous in seeking out an alternative, and keeping in touch throughout a slightly difficult exchange and completion process. We were very well served!
5/5
TrustpilotCharlotte
I have had Charlotte from CPS homes help with our Maintenance.I would recommend Charlotte to anyone, she’s efficient and quick. I couldn’t have asked for better service. If I could give Charlotte 100 stars I would. Please give my appreciation to Charlotte.
1/5
GoogleAVOID AT ALL COSTS Refused to acknowledge issues at property despite clear damp issues. Finally sent out a external contractor who confirmed serious issues. Still waiting on property to be repaired, issue now with Environmental Health and The Property Ombudsman. Just kicking the can down the road until we move out, then it’s the next poor tenant’s problem. They’ve deleted over 80 negative reviews from previous tenants on Trustpilot, look at their account info. Most of their positive ones are from their landlords/clients! Manipulating their figures to con students!
Dear Ryan, Thank you for leaving a review. We’re sorry that you’ve had a less than positive experience with CPS Homes. You may e-mail us via feedback@cpshomes.co.uk with further information, so that we may look into your concerns. Kind regards, The CPS Homes Team.
1/5
GoogleRented with this agency when I was a student, and trust me don't make the same mistake. Unfortunately lived in a CPS property for two years in which it had no roofing insulation over half the house - we had no option but to request Cardiff City Council to come and inspect the flat due to a constant battle with mold which CPS had no answer for, nor the awful landlord... Not to mention the state of the property upon moving in, mould everywhere (photos below), belongings from the previous tenants, dirty sticky surfaces and there was even fecal matter in the toilet... just rotten. They breached so many rules within the contract and they couldn't care less. Terrible experience. Don't do it
We are sorry that you did not have a positive experience with us a few years ago. We always discuss property condition feedback with our landlords to resolve any issues such as this and actively recommend improvements. If you have an ongoing concern that we can look into please email us at general@cpshomes.co.uk. CPS Homes
1/5
GoogleMy partner and I recently agreed to let a property in Cardiff through CPS Homes. The process was quick and easy, and they had some great virtual tours online of the property we were interested in. I had particularly great dealings with Ellie Q who always returned my calls or emails quickly and was very friendly. She made the entire process clear and hassle free! Update: following the earlier review, the customer service took a huge nosedive. The staff were rude, condescending, and homophobic. I have since heard horror stories from other users of CPS Homes. Avoid at all costs. There are far better services out there.
Dear E G, Thank you for leaving a review. We're pleased to read your initial comments, but are sorry that you had a less than positive experience with CPS Homes later on in the process. Concerning the latter comments, as discussed with our Lettings Manager at the time, you submitted an enquiry about a property that was shown as fully-furnished within the video and photos. Nowhere within the description did it state that the property was being offered differently, i.e. unfurnished, to how it was shown in the videos and photos, so it remains our assertion that the advert was very clear that the property was being offered fully-furnished and in no way suggested that it may be unfurnished. We are able to say this with confidence as we have reviewed the advert that you saw. If you did search for 'unfurnished' on Rightmove and this property showed, that is something to report to Rightmove directly as we were unable to replicate this result ourselves when performing several subsequent test searches. We have received no other reports pertaining to this issue from other tenants or prospective tenants. When you alerted us that it was your intention to rent an unfurnished property, your landlord explained that she would have nowhere to store the great deal of furniture that came with the property, which is understandable, as not many people would. At this point, you had already signed the tenancy agreement, we had paid the first month's rent across to your landlord, and the deposit had been registered with the Deposit Protection Service. When you made it clear that you did not wish to proceed with the tenancy, we set about negotiating an immediate or early end to the tenancy on your behalf, which was no easy task given a legally-binding contract had been signed and the landlord was within her rights to hold you to it, if she so wished. We were able to convince your landlord to immediately release you from the tenancy, with full refunds made. She didn't have to agree to this and could have held you to the full term of the tenancy, or at least until new tenants were found, so taking everything into consideration, we believe we achieved a successful outcome for you. Finally, we take the comments you have made in relation to your telephone exchanges with us very seriously. The claims made have been unfounded during our initial assessment of your review, though should you wish to formalise your complaints and provide further evidence, you may do so by following our complaints procedure. Kind regards, The CPS Homes Team.
1/5
TrustpilotMy review as promised…
Please avoid using these letting agents. My partner and I enquired about a flat and were told it was online viewings only. We wanted an unfurnished flat and found it by searching "unfurnished" on rightmove. At no point did CPS mention the flat came with furniture including in the tenancy contract. The day we were supposed to be moving in we were sent an inventory for a fully furnished flat! We queried this and made suggestions on how to get around this such as storage. The landlord decided to let us go from the tenancy but wanted to keep our rent until she found a new tenant even though they advertised the property falsely! My partner called CPS and was so upset following the call as they told her it was our problem that they hadn't advertised properly and weren't transparent. I called them several times and was met with aggression, disrespect and homophobic microagressions. I was told that my partner and I were being aggressive after I called them out for homophobia and lack of customer care. After I told the senior letting agent that she didn't care about us she said she "does care otherwise I wouldn't answer your phonecalls" and told me it's not her job to speak to us as she doesn't get paid... her job title was "lettings manager" and I'm confident she's on payroll for that? I sought legal advice from Citizens advice who agreed that had acted illegally and we should get our money back. After this our rent was returned and deposit released but it took a lot of hard work to get there. We actually feel relieved that it happened as it just highlights what could have happened if we had stayed in the property as tenants. The customer service we experienced was disgusting to say the least. CPS won't take this seriously as they are extremely corrupt. Just avoid them at all costs as there are plenty of great letting agencies in Cardiff who won't try to ruin your lives.Edit: In response, just because there is a photo of a flat with furniture doesn't mean the flat comes with furniture. If I do a search on your website for unfurnished properties almost all have furniture and personal belongings in them... I would love to supply you with evidence but conveniently for you when I asked for recordings of the calls you said they hadn't recorded. And just because you haven't had this happen before doesn't mean you take it any less seriously. As I stated before, to anyone reading this review, AVOID!
Dear Md1997,Thank you for leaving a review. We're sorry that you had a less than positive experience with CPS Homes.As discussed with our Lettings Manager at the time, you submitted an enquiry about a property that was shown as fully-furnished within the video and photos. Nowhere within the description did it state that the property was being offered differently, i.e. unfurnished, to how it was shown in the videos and photos, so it remains our assertion that the advert was very clear that the property was being offered fully-furnished and in no way suggested that it may be unfurnished. We are able to say this with confidence as we have reviewed the advert that you saw. If you did search for 'unfurnished' on Rightmove and this property showed, that is something to report to Rightmove directly as we were unable to replicate this result ourselves when performing several subsequent test searches. We have received no other reports pertaining to this issue from other tenants or prospective tenants.When you alerted us that it was your intention to rent an unfurnished property, your landlord explained that she would have nowhere to store the great deal of furniture that came with the property, which is understandable, as not many people would. At this point, you had already signed the tenancy agreement, we had paid the first month's rent across to your landlord, and the deposit had been registered with the Deposit Protection Service. When you made it clear that you did not wish to proceed with the tenancy, we set about negotiating an immediate or early end to the tenancy on your behalf, which was no easy task given a legally-binding contract had been signed and the landlord was within her rights to hold you to it, if she so wished.We were able to convince your landlord to immediately release you from the tenancy, with full refunds made. She didn't have to agree to this and could have held you to the full term of the tenancy, or at least until new tenants were found, so taking everything into consideration, we believe we achieved a successful outcome for you.Finally, we take the comments you have made in relation to your telephone exchanges with us very seriously. The claims made have been unfounded during our initial assessment of your review, though should you wish to formalise your complaints and provide further evidence, you may do so by following our complaints procedure.Kind regards,The CPS Homes Team.
5/5
TrustpilotSo helpful!
Couldn’t recommend CPS enough! We had Flo and she was so lovely and super helpful. Talked us through everything and made sure we got the most for our money. Flo was super informative and made sure we all were happy. Thank you!!
2/5
TrustpilotWe are taking legal action only day 1 of our tenancy.
Very unprofessional so far.Moving into a new house should be stress free.Do not sign anything with them until all your move in conditions are evidenced. The staff have been bad at communicating to landlord and myself in transparent manner/ are both negligent or potentially manipulative... we are yet to work out the truth.We had agreed to have a window fixed which is in disrepair and they had told us that the work is going ahead and only after signing did they tell us that the landlord refused to do the work. Seriously sneaky and not what you want to hear when you could have simply been offered a house that was in better shape. We are taking legal action and informing the council, only day 1 of our tenancy as I cannot stand for another estate agent to take us for a ride. Staff were yesterday rushing us to sign but the contracts were incomplete and had many grammatical errors and straight up mistakes that I wanted them to be correct before signing. Staff member said to me on the phone: "you've been on the phone with me for almost 8 minutes, you could have signed the contract by now - what do you have to say to that". I have requested a SAR to help build a timeline of events as we've been rushed into signing out of fear of not having somewhere to live and the tactics used are ones you'd expect on the playground rather than an office.
Dear Adrian,Thank you for your review. We're sorry that you've had a less than positive experience in your dealings with us thus far. Please be assured that we are committed to liaising between yourselves and your landlord to achieve an outcome that both sides are happy with.It's certainly never our intention to rush prospective tenants into signing a tenancy agreement, not least because we're aware that doing so without pre-agreed items completed will inevitably cause issues later down the line. If that has happened in this instance, we apologise, and we will be sure to look into the how's and why's; putting them right moving forward. We will be sure to consider your further comments too.You are welcome to provide additional information via e-mail to feedback@cpshomes.co.uk.Kind regards,The CPS Homes Team.
5/5
TrustpilotFirst purchase but certainly not the…
First purchase but certainly not the last purchase with CPS. Very easy to work with, Nathan was informative throughout the the whole process. Since this purchase, the whole CPS team have been extremely helpful regarding the hunt to expand my portfolio in Cardiff.Would highly recommend.
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