Every review we hold for the Cardiff office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotSurely the best student letting agent in Cardiff
I have worked with CPS Homes for many years and over that time they have become ever more efficient and diligent, so much so that a small family portfolio was eventually all being managed by CPS, so much more reliable and effective are they than a competitor who was bought by a national chain and its wheels seemed to fall off. CPS' knowledge of the student lettings market and ever-changing regulations particular to Wales and Cardiff is second to none.
Chris · 27 November 2025
★★★★★ 1/5
GoogleTo any parents whose child are going to uni in cardiff AVOID this company at all cost .My son is a working professional and he has been a client for 3 yrs he has paid his rent on time and has is not a problem tenant..Oct 25 he noticed he had bed bugs in his flat he contacted cps who told him it was his responsibility to fumigate his flat which he did .His flat then had to be sprayed 6 times as the infestation was that bad ,he got the environment involved which they have said the whole building needs to be done the communal areas are not cleaned and there are traps with bed bugs on them .my son is lucky he is leaving this company soon
It has caused him a lot of mental health issues and stress the bed bugs should have been paying him rent as even though his flat has be sprayed they are popping in different ares of the building .CPS DO NOT CARE ABOUT THEIR TENANTs Wellbeing so AVOID at all costs !!!!!! Just be informed by my son that cps have tried to take his reveiws down but the site found nothing wrong with it He must be hitting a nerve with cps for telling the truth about how they treat their tenants.
UPDATE. Thanks for your reply but I have to disagree with you ,it was a ongoing matter for 4months your tenant kept the agency updated with what was happening you did nothing it was only when HE got the environment health involved you got involved. He has a paper trail of all the correspondence he sent you .The stairs leading up to the flats are stinking dirty .yes you have let him out of his tenancy early which is the least you can do cause of all the stress this has caused him I am writing this as concerned parent as I wouldn't want anyone else to go through what my son has .. the photo is a bug on the stairs..
Rachel · 9 April 2026
Agent replied · 16 April 2026
Dear Rachel,
Thank you for your review.
This review relates to a specific tenancy, so there are limits on what we can properly address in public. That said, it is inaccurate to suggest that no action was taken. Additionally, public reviews do not provide the full chronology, and we will not set out private tenancy details or ongoing disputed matters on a public platform.
At the time the issue was first reported, the information available indicated it was confined to one flat. We remained actively involved, including corresponding with the tenant, discussing the matter with the landlord, recommending a contractor, arranging additional works, cooperating with Environmental Health, and arranging wider investigation and treatment as the position developed.
We also agreed to release the tenant from the fixed term early, without an early termination fee.
Any suggestion that we do not care about tenants’ wellbeing is not accepted. We dealt with the matter based on the information available at each stage and continued to take further action as matters evolved.
Kind regards,
The CPS Homes Team.
★★★★★ 1/5
GoogleDo not rent with these people.
I'm staying in a building that is managed and owned by CPS (my landlord is the founder of CPS).
The building has had active bed bug infestation for 6 months. I paid to have my flat treated multiple times, but the issue has persisted. The communal area in the building is filthy.
Whilst CPS staff are kind and doing the best they can under the unethical practices set out by their management, there is no urgency in resolving issues and they do not care about tenants.
CPS claims there was no evidence of a wider infestation when this situation started. CPS did not even look for evidence, consider or investigate the wider building until four months after, which was led by environmental health and found bed bugs in the communal areas.
It has taken environmental health intervention, and over 6 months to have CPS agree to treat the building.
I have been refused reimbursement for the fee I paid and have been repeatedly misled and lied to. Thankfully CPS has agreed to release me from my contract.
I regret I didn't see Joe Lycett's video about CPS before signing. You can find it on YouTube if you search "Joe Lycett confronts shady landlords".
I've added photos of the filthy communal area.
Michael · 9 April 2026
Agent replied · 16 April 2026
Dear Michael,
Thank you for your review.
As this matter relates to a specific tenancy and remains disputed, it would not be appropriate for us to deal with all of the detail in public. Additionally, public reviews do not provide the full chronology, and we will not set out private tenancy details or ongoing disputed matters on a public platform.
What we can say is that, when the issue was first reported, the information available indicated it was isolated to one flat, with no confirmed evidence at that stage of a wider building issue. We nonetheless remained involved throughout. This included corresponding with the tenant, discussing the matter with the landlord, recommending a contractor, arranging works to gaps reported within the flat, arranging treatment to communal areas, cooperating with Environmental Health, and later arranging wider investigation and treatment as further information became available.
We also agreed an early release from the fixed term, without an early termination fee, to assist the tenant in bringing the tenancy to an end sooner.
We do not accept the suggestion that we failed to engage with the matter or that we misled the tenant. Our actions were based on the information available at each stage, and we took further steps as that information developed.
Kind regards,
The CPS Homes Team.
★★★★★ 1/5
GoogleRenting with CPS Homes (CPS) has been my worst experience as a renter
When we viewed the property, the CPS estate agent told us the landlord thinks of the property as ‘his baby’ because he ‘used to live there’ so really cares for it. The landlord, by contrast was always difficult to reach, and CPS needed approval to action some maintenance work so fixing issues took ages, while other issues they refused to sort out.
I went to collect the keys on the first day of our tenancy and CPS didn’t give us the key to the bottom lock of the front door which was locked when we arrived at the property so we couldn’t get in the first day of our tenancy.
When we moved ourselves in, we found a serious damp and mould problem on the wall behind kitchen cupboards. We reported it straight away and CPS sent a contractor to deal with the mould, but this was just spraying it with mould remover and not dealing with the damp. He told us the wall needs treating, which gets damp proofed externally 4-5 months into our tenancy - we had to raise reports for this many times to get anything done. The wall still needed to dry out after the work was done which didn’t happen in the duration of our tenancy. The kitchen cabinets in that half of the kitchen backed onto the damp wall so we weren’t able to use half the storage in our kitchen for food/cooking equipment. The inside of these cupboards was not pictured in the inventory provided by CPS when we moved in. When we moved in the cupboards were covered in rust on the inside and there was a stock cube left in there that had dissolved. We only stored cleaning and washing products in there; products that were in cardboard boxes got completely sodden in weeks (even after external damp proofing) and were unusable. When we alerted CPS to the level of damp (post external work) nothing further got done and the issue was marked as ‘resolved’ so we had to report it again. It hadn’t been fixed when we moved out. There was also a major damp and mould problem under some wallpaper in a different room. All that was done about it (months after we reported it) was redecorating and treating the mould which didn’t deal with the underlying damp. When the contractors did the redecorating work, some of the electrics kept tripping the fuses because the box containing the electrics in the wall had dissolved and when they added a little water to clean the wall, it was enough to cause a bang noise and trip the fuse (wasn’t the contractors fault).
Just after we moved in, we went away for a week. We had spent 4 nights in the property before that. On our return we found evidence of rats in the property. Because it was at the start of the tenancy, the landlord was responsible for paying and CPS for organising pest control and this took days for them to approve. The large gap in the floorboard where rats could get through took months to resolve.
There were numerous other issues when we moved in including blocked and not properly functioning drains, mouldy blinds and a gap in the front door.
All of this makes me think that CPS (and the landlord) did not do due diligence in checking the property was appropriate for renting out before we moved in. When we reported issues, we felt the maintenance staff often tried to blame us or just brush off our concerns.
CPS were much more thorough in the move out inventory than the move in. They wanted to charge us for things like a pen left in a draw, contrasted with the move in inventory where there were no photos of the inside of the cupboards covered in rust and mould. When trying to get our deposit amount agreed responses from CPS took ages, sometimes a week just for a follow up email. While we were moving out at a busy time, deposits are a lot of money, so I think there should have been more haste with this. When we finally got a cost breakdown, I felt the deposits team were unhelpful and passive aggressive when I had questions about the cost breakdown. The Joe Lycett investigation is still relevant in my opinion.
Edit: For CPS' query, yes I did rent for a year with them recently.
Emily · 15 November 2024
Agent replied · 22 November 2024
Hi Emily,
We’re sorry you had a less than positive experience with us. We can’t currently locate you on our database, so we’d appreciate it if you could provide us with more information, such as property address & tenancy period, via feedback@cpshomes.co.uk. With this information, we can investigate your comments & aim to address them.
Speaking more broadly until we get the added information, it certainly looks as though there were unnecessary delays in maintenance issues being dealt with during your tenancy. Without knowing which property you lived in, we can’t confirm why these delays existed. Occupation contracts are between the contract-holder(s) & the landlord, so as mentioned in your review, the landlord plays a key role as they make the final decision on everything, including when to send a contractor out & whether they wish to proceed with any quote for work. We don't hold the power to make those decisions.
When contract-holders first report something to us, there are some initial checks we'll run through with them in case it can be easily fixed, but if that doesn't work, we seek permission from the landlord to get the work done, as they will be the one paying the bill. Waiting for their approval can sometimes take longer than we’d like. We’re committed to minimising these delays & chasing up your requests as promptly as possible. We want things to run as smoothly as possible for everyone living in the properties we manage.
If there are ever any proposed deposit deductions to claim for at the end of the tenancy, it’s the landlord who chooses to submit this claim. We’d much prefer not to have to make a claim from a deposit, as it's far quicker & easier to return a deposit in full.
Our contract with the landlord stipulates that we’ll 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’re the decision maker. Within the report, we highlight items that we believe are a result of wear & tear, therefore the responsibility of the landlord to make good before any new contract-holders arrive. We also highlight items we believe to be over & beyond fair wear & tear, which, if substantially different to the condition at the start of the tenancy, they 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 & send it over to the contract-holder(s) for their perusal. We invite contract-holders to comment on anything noted as being over & beyond fair wear & tear. This demonstrates a transparent, two-way process that is geared towards avoiding any potential deposit dispute. When contract-holders provide their comments, as we always encourage them to do, we revert to the landlord & attempt to negotiate the deposit return of behalf of both.
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, contract-holders 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 & tear. So, by virtue of their own standpoints, deposit claims are a contentious matter. Thankfully, the process described earlier in this reply successfully resolves most potential deposit disputes before they become protracted, which we think is something that should be commended.
As with any deposit return, if a contract-holder feels a landlord's claim is not justified & a mutual agreement cannot be reached, the deposit scheme that protects the deposit can appoint an unbiased, impartial adjudicator to consider all evidence & make a ruling. We're pleased to say that most deposits CPS Homes returns are done so with mutual agreement between landlord & contract-holder, meaning only a small minority require independent adjudication.
CPS Homes
★★★★★ 5/5
GoogleI had a very positive experience renting with CPS Homes! The team were friendly, professional, and genuinely helpful throughout the process from booking viewings to signing the contract. They were quick to answer questions and made finding student accommodation in Cardiff much easier and less stressful. Communication was clear and efficient, and the lettings team in particular stood out for their responsiveness and support. If you’re looking for a large, established letting agency with lots of local experience and a strong range of student properties, I’d recommend giving CPS Homes a go!
Evan · 2 April 2026
Agent replied · 16 April 2026
Thanks so much Evan 😊 V glad we could make the whole process feel a bit easier, especially with how hectic student searching can be! …
★★★★★ 1/5
TrustpilotDo not rent with these people.
Do not rent with these people.
I'm staying in a building that is managed and owned by CPS (my landlord is the founder of CPS).
The building has had active bed bug infestation for 6 months. I paid to have my flat treated multiple times, but the issue has persisted.
Whilst CPS staff are kind and doing the best they can under the unethical practices set out by their management, there is no urgency in resolving issues and they do not care about tenants.
It has taken environmental health intervention, and over 6 months to have CPS agree to treat the building.
I have been refused reimbursement for the fee I paid and have been repeatedly misled and lied to. Thankfully CPS has agreed to release me from my contract.
EDIT:
CPS response is another lie. They have dug their heels in throughout this process and have been extremely slow and irresponsible. Any limited involvement was because of environmental health and not CPS.
It's telling that they are unable to go into any details in their reply, as they go into the details for other negative reviews about active rental situations.
CPS did not even look for evidence, consider or investigate the wider building until four months after, which was led by environmental health and found bed bugs in the communal areas. Since then, bugs have been found in other flats.
I want to emphasize that the landlord for the infested building is the CEO of CPS homes. If this is the standard the CEO is willing to accept, it clearly sets the tone for how issues in their other rentals are dealt with.
I regret I didn't see Joe Lycett's video about CPS before signing. You can find it on YouTube if you search "Joe Lycett confronts shady landlords".
CPS tried to get this review taken down, but trust pilot rejected their request.
Michael · 1 April 2026
Agent replied · 7 June 2026
Dear Michael,
Thank you for your review.
As this matter relates to a specific tenancy and remains disputed, it would not be appropriate for us to deal with all of the detail in public. Additionally, public reviews do not provide the full chronology, and we will not set out private tenancy details or ongoing disputed matters on a public platform.
What we can say is that, when the issue was first reported, the information available indicated it was isolated to one flat, with no confirmed evidence at that stage of a wider building issue. We nonetheless remained involved throughout. This included corresponding with the tenant, discussing the matter with the landlord, recommending a contractor, arranging works to gaps reported within the flat, arranging treatment to communal areas, cooperating with Environmental Health, and later arranging wider investigation and treatment as further information became available.
We also agreed an early release from the fixed term, without an early termination fee, to assist the tenant in bringing the tenancy to an end sooner.
We do not accept the suggestion that we failed to engage with the matter or that we misled the tenant. Our actions were based on the information available at each stage, and we took further steps as that information developed.
Kind regards,
The CPS Homes Team.
★★★★★ 1/5
GoogleIt seems nothing has changes since CPS was featured on Joe Lycett's 'Got Your Back' as a deplorable company. Please understand that probably over 90% of these reviews are fake or orchestrated by the company (they used to offer incentives to leave a positive review). There is no way, with the discourse on forums online (e.g., Reddit) that the positive experiences outlined here are genuine.
I rented with them as a student myself back in 2014, viewed rentals with them in 2020 and have recently inquired about buying a flat/house. All experiences have been negative, but you simply cannot avoid CPS with the monopoly they have on real estate in Cardiff. This time, despite taking a day off work to view properties, the agent offered no flexibility and said that viewings were happening on a set date. When I reorganised my calendar to make that date, I suddenly could only be offered a slot that I couldn't do (but was no doubt convenient for the agent). Because of the market, they know properties will sell without any graft on their part, so offer viewings that are convenient for very few. This reinforces the housing crisis we're experiencing as only developers and investors are able to see and buy the properties listed. Alas, after all these years, CPS continue to be the most morally deplorable agency in the area.
Joe · 29 October 2024
Agent replied · 12 November 2024
Hi Joe,
Thank you for your review. We take feedback seriously and are always committed to providing the best service we can to all who we deal with, whether that be contract-holders, buyers, landlords or sellers. With that said, we categorically deny the assertions made in this review.
The allegation that a high percentage of our positive reviews are fake is entirely false. We encourage honest feedback from all clients and do not engage in, nor condone, any practice of manipulating reviews. Every review here reflects the genuine experience of the clients we serve.
Our team works hard to ensure that viewing appointments are convenient not only for prospective buyers but also for homeowners, who understandably have busy schedules of their own. Coordinating multiple schedules can be challenging, and we regret if the available times were inconvenient for you. If more flexible options had been possible, we would certainly have offered them, as it’s not in our interest to turn down viewing requests without good reason. If we did that, we wouldn’t sell properties, which wouldn’t be good for business.
We have no incentive to limit viewings or sell only to specific types of buyers. To the contrary, the vast majority of properties we sell each year are bought by owner-occupiers.
We appreciate the opportunity to respond and clarify. We wish you all the best in your property search.
Kind regards,
The CPS Homes Team.
★★★★★ 1/5
GoogleI would strongly advise against renting through CPS homes. Our experience has been a complete disaster.
First of all the property was handed over to my son in an appalling state. There were multiple issues, including how filthy the house was for a start, faulty electrical sockets, sink blocked, tap not working, these should have been addressed before he moved in. It was clear that no thorough inspection or cleaning had been done prior to his arrival.
It should have been an exciting time for my son, moving to Cardiff for University. Instead, it made the move unpleasant.
The customer service has been just as bad. Their lack of empathy and support has been extremely disappointing and has caused myself and my son stress and inconvenience. I have rented several properties in the past and have never experienced service so poor.
They seem happy to collect rent but show little interest in providing a decent living environment or support to tenants.
Save yourself the trouble and look elsewhere.
Gareth · 29 October 2024
Agent replied · 12 November 2024
Dear Gareth,
Thank you for your review. We’re sorry that your experience with CPS Homes hasn’t been a positive one.
We do carry out an inspection prior to each tenancy started and, if needed, instruct a local contractor to perform a clean. Cleaning standards are subjective, and cleaning contractors are not against reattending a property if incoming occupants believe further cleaning may be required. Had this been communicated, we or the landlord would have requested that the contractor visit again and act with your son’s direction.
In line with legislation, every property’s electrical installation is periodically inspected and tested, and in line with guidance, items such as sockets are inspected visually between tenancies.
We take pride in conducting thorough inspections of our properties prior to each new tenancy. However, some issues may not be immediately apparent during an inspection, particularly if the property is unoccupied at the time. Certain maintenance issues only become evident once the property is in daily use. While we strive to identify and address potential issues proactively, we also rely on feedback from both previous tenants and new occupants to alert us to any concerns that may arise after move-in. We encourage contract-holders to reach out at any time with maintenance requests, and we are always here to address them promptly with their landlord.
Finally, we feel it’s important to establish CPS Homes’ scope as a managing agent. We are the ‘middleman’, sitting between landlord and contract-holder(s). Our aim is to ensure both sides are adhering to their legal and contractual obligations. The landlord owns the property and holds the ‘purse strings’, so when maintenance or improvement requests are made to us, we pass them onto the landlord with our comments. If they instruct us not to proceed with something, whether that be correctly or incorrectly in accordance with their legal or contractual obligations, in our opinion, we must take their instruction. We will always communicate the landlord’s reasoning to contract-holders and again offer our comments.
We look forward to working with you, your son and the landlord to resolve any outstanding issues you may have.
Kind regards,
The CPS Homes Team.
★★★★★ 1/5
TrustpilotI would strongly advise against renting with CPS Homes in Cardiff
I would strongly advise against renting through CPS Homes. Our experience has been a complete disaster.First of all the property was handed over to my son in an appalling state. There were multiple issues, including, how filthy the house was for a start, dangerous sockets, taps not working, sink blocked, that should have been addressed before he moved in. It was clear that no thorough inspection or cleaning had been done prior to his arrival.The customer service has been just as bad. Their lack of empathy and support has been extremely disappointing and has caused myself and my son stress and inconvenience. This should have been an exciting time for my son, moving to Cardiff for University. Instead it made the move unpleasant.I have rented several properties in the past myself and have never experienced service so poor.They seem happy to collect rent but show little interest in providing a decent living environment or support to tenants. Save yourself the trouble and look elsewhere.
LEANNE · 28 October 2024
Agent replied · 26 December 2024
Dear Leanne,Thank you for your review. We’re sorry that your experience with CPS Homes hasn’t been a positive one. We’ve reached out to you via Trustpilot’s private messaging platform in order to ascertain which property your soon rented through CPS Homes and when, so that we may look into your comments and respond in detail.Commenting more broadly until we get that information, we do carry out an inspection prior to each tenancy started and, if needed, instruct a local contractor to perform a clean. Cleaning standards are subjective, and cleaning contractors are not against reattending a property if incoming occupants believe further cleaning may be required. Had this been communicated, we or the landlord would have requested that the contractor visit again and act with your son’s direction.We await further information on the alleged dangerous sockets. In line with legislation, every property’s electrical installation is periodically inspected and tested, and in line with guidance, items such as sockets are inspected visually between tenancies. We take pride in conducting thorough inspections of our properties prior to each new tenancy. However, some issues may not be immediately apparent during an inspection, particularly if the property is unoccupied at the time. Certain maintenance issues only become evident once the property is in daily use. While we strive to identify and address potential issues proactively, we also rely on feedback from both previous tenants and new occupants to alert us to any concerns that may arise after move-in. We encourage contract-holders to reach out at any time with maintenance requests, and we are always here to address them promptly with their landlord.Finally, we feel it’s important to establish CPS Homes’ scope as a managing agent. We are the ‘middleman’, sitting between landlord and contract-holder(s). Our aim is to ensure both sides are adhering to their legal and contractual obligations. The landlord owns the property and holds the ‘purse strings’, so when maintenance or improvement requests are made to us, we pass them onto the landlord with our comments. If they instruct us not to proceed with something, whether that be correctly or incorrectly in accordance with their legal or contractual obligations, in our opinion, we must take their instruction. We will always communicate the landlord’s reasoning to contract-holders and again offer our comments.We look forward to working with you, your son and the landlord to resolve any outstanding issues you may have.Kind regards,The CPS Homes Team.
★★★★★ 5/5
GoogleIt’s been a smooth and easy experience so far, Jessica Jones has been really helpful and able to answer all my questions, which has given me the confidence to go ahead with my application for the property.
Ololade · 15 February 2026
Agent replied · 16 April 2026
Thanks Ololade, that’s so lovely to hear. We’re really pleased Jessica could give you the clarity and confidence to move forward, it’s exactly what we’re here for! :D
★★★★★ 5/5
Trustpilot14th October 2024
When CPS Homes marketed the property Jess contacted me four days later to say it was let! The student groups they have provided have thankfully been pleasant and polite tenants which is reassuring for a landlord. Rhys is conscientious and thorough as the lettings manager and send updates informing landlords of the latest changes in legislation and tips on keeping a property at its best. I would also like to mention Cameron who has been prompt and helpful in answering my queries despite being out of the office conducting viewings. I cannot recommend CPS Homes enough.
Jonathan · 25 October 2024
Agent replied · 26 December 2024
Thank you for your wonderful feedback! We’re thrilled to hear that Jess, Rhys, and Cameron provided you with excellent service and support throughout your letting experience...your recommendation means so much to us!
★★★★★ 5/5
TrustpilotI had a really positive experience with…
I had a really positive experience with CPS Homes. The whole process was smooth and well managed from start to finish. Nikki and Rhys were especially professional and helpful throughout, they were always responsive, clear in their communication, and made everything feel straightforward and stress free. I’d definitely recommend CPS Homes to anyone looking for a reliable and supportive team.
Arman · 27 April 2026
★★★★★ 5/5
GoogleIt was great time I had with CPS Homes. Hreat two years and I am so pleased with their warm welcome and service provided by them. I should thank the whole team but one person whom I cant forget is Villi Doneva. She was there all the time when we needed any help in our house and until I found another place to move after these years and make sure of the reference process by her self. Thanks Villi, thanks CPS student letting.
Staicey · 9 October 2024
Agent replied · 12 November 2024
Thank you, Staicey! We’re thrilled to hear that Villy and the team provided you with such warm and supportive service throughout your time with us.
★★★★★ 1/5
GoogleEDITED since I moved in
I’ve been in my flat for 2 months and have had to have a contractor in nearly every week because it has so many issues. I’ve had; new bathroom tap, toilet cistern, shower unit and hot water unit put in. This should have been done before my arrival
About a month after moving in my shower stopped producing hot water, and I was left 5 days without a hot shower despite multiple follow ups and being assured they would class it as an emergency and fix it on a weekend (they didn’t). A contractor finally fixed it except it was still not working as expected and he never came back. Today, yet again today the shower runs scalding hot then plummets to freezing. I’ve reported it but will do doubt be left waiting days as usual
I did get a small refund for the time I was without hot water but it is shameful to be charging a tenant UPFRONT for a property that is not fit for purpose. (I paid all my rent for the contract as they wanted so much documentation to move in)
Also fyi, I had a leak on a weekend and tried all 3 of the emergency contacts on their website. 2 said they were unavailable and 1 didn’t answer
Jodie · 15 March 2026
Agent replied · 16 April 2026
Hi Jodie,
Thank you for taking the time to share your experience. We’re sorry to hear that the start of your tenancy has involved several maintenance issues, we appreciate how frustrating that can be, particularly when you’ve only recently moved in.
Before any tenant moves in, we carry out a pre-tenancy inspection of the property. These inspections are designed to identify the vast majority of visible or known issues. However, it’s not practical (or industry standard) to run every appliance or fixture extensively during these checks, for example running every shower, tap or appliance repeatedly. Unfortunately, some faults only become apparent after a property has been in normal daily use, and several of the issues mentioned were first reported around a month or more into the tenancy rather than at move-in.
When issues are reported, our role as managing agent is to arrange for the landlord and appropriate contractors to investigate and repair them as quickly as reasonably possible. While we understand that five days without a working shower is inconvenient, this timeframe can sometimes be unavoidable, particularly where a report falls close to or across a weekend and contractors need to diagnose the issue and source parts. That said, we did treat the report seriously and arranged prompt attendance. We are concerned by your report of intermittent issues since then and will investigate this internally: thank you for bringing it to our attention. And we will of course ensure that this latest report is followed up.
We are pleased that we were able to negotiate a rent refund from the landlord on your behalf for the time without hot water. We strongly believe tenants should be compensated where there are genuine issues and where the reasonable time landlords have to remedy them has been exceeded, and we will always advocate for tenants in those circumstances.
Regarding the out-of-hours emergency contractors, we’re sorry that none were available when you tried to call. These contractors are independent third-party businesses rather than employees of CPS Homes. While they have agreed to be listed for emergency call-outs, there are rare occasions where personal circumstances mean they are unable to attend immediately. Our emergency guidance does explain that if the listed contractors cannot attend after reasonable attempts to contact them, tenants may source their own contractor for a genuine emergency and provide the invoice to us so reimbursement can be arranged.
Finally, when maintenance issues are reported, our role as managing agent is to coordinate the process rather than make the final decisions ourselves. CPS Homes is not the landlord or owner of the property, we manage the tenancy on the landlord’s behalf. In most situations, once a fault is reported we carry out initial checks and then seek the landlord’s authorisation for repairs, as they ultimately decide how and when work is carried out and they are responsible for the associated costs. We will always request that necessary repairs are approved as quickly as possible, but there can occasionally be delays while waiting for landlord instructions or contractor availability. Acting as the intermediary can sometimes be frustrating for us too, as it’s in everyone’s interest that issues are resolved quickly.
We appreciate you raising your concerns and we will continue working with the landlord and contractors to resolve the ongoing shower issue as quickly as possible.
Kind regards,
CPS Homes.
★★★★★ 5/5
GoogleI had a great experience with CPS Homes, especially working with Catrin. She was professional, friendly, and always quick to respond to any questions I had. The whole process was smooth and stress-free thanks to her support and clear communication.
Catrin really went the extra mile to make sure everything was sorted efficiently, and I felt well looked after throughout. I would definitely recommend CPS Homes to anyone looking for a reliable and helpful letting agent.
Sugesh · 13 April 2026
Agent replied · 16 April 2026
Hi Sugesh, so pleased to hear you had a great experience and that Catrin made everything feel smooth and stress-free. She’ll be really happy to hear your kind words, will pass them on :)
★★★★★ 5/5
TrustpilotGreat Help
We have had a few issues with our apartment and all the staff have been extremely helpful in getting it all sorted. Jordan Parry has been exceptional dealing with our tenant, the management, the neighbours and ourselves. He has taken all the stress out of the problems that have arisen and has kept us informed throughout this time.
Little · 23 April 2026
★★★★★ 5/5
GoogleThe whole letting process was smooth compared to some other letting agencies. Jessica, Hannah and Rhiannon were very professional and helpful. They were always readily available to guide us whenever we needed one.
Emmanuel · 15 February 2026
Agent replied · 16 April 2026
Thank you, Emmanuel, for your kind words. We’re so pleased the process felt smooth for you!
★★★★★ 5/5
TrustpilotVery helpful and professional team
The whole letting process was smooth compared to some other letting agencies. Jessica, Hannah and Rhiannon were very professional and helpful. They were always readily available to guide us whenever we needed one.
Chuka · 15 February 2026
Agent replied · 7 June 2026
Thank you, Chuka, for such a lovely review. We’re so pleased the process felt smooth and well supported! Hope you love your new home!
★★★★★ 5/5
GoogleNikki has been very professional, producing comprehensive contract documentation in good time. Clear communication of rights and responsibilities is fundamental for all parties in a successful agreement.
Peter · 2 April 2026
Agent replied · 16 April 2026
Fab, thanks Peter for the kind words. Really glad Nikki made that side of things feel straightforward.
★★★★★ 5/5
GoogleMy experience with CPS Albany Road has been OUTSTANDING. There are 2 key people I'd like to recognise:
1) Ms Velislava Doneva: Villy is a fountain of knowledge. She is very positive, superbly communicative and goes above and beyond to help. Villy's passion for her job is really evident - She's keen to help find solutions, offer constructive advice and it all comes with an exceptional professionalism. Villy brings solutions to the table with a fabulous level of attention to detail. Thank you Villy.
2) Mr Jordan Parry: Jordan is full of optimism and a 'can-do' approach. His energy to support the cause is never-ending, through a strong drive and dynamism. Jordan is polite, courteous, happy, and an effective communicator. He strives for a successful and positive outcome through hard-work, planning, and continuous rigour.
I've been really impressed with CPS and would recommend their business as a support mechanism for your rental property. Thanks very much CPS for your partnership.
Russ · 26 July 2024
Agent replied · 25 August 2024
Thank you Russ for the fab review and thoughtful comments, we really appreciate you taking the time to leave them for us. Thank you once again for choosing CPS Homes.
★★★★★ 5/5
GoogleHad a great experience with CPS Homes. Ceri-Ann was brilliant from start to finish, clear, helpful, and always made sure we understood every step of the process for our new flat. Couldn’t have asked for a smoother experience!
Nathan · 7 December 2025
Agent replied · 28 December 2025
Hi Nathan, thanks so much for the great review. We’re really glad Ceri-Ann helped make everything clear and straightforward, and we hope you enjoy settling into your new flat!
★★★★★ 5/5
TrustpilotNew Home Secured
I recently secured a new home, and the process has been incredibly smooth and positive. Marta and the rest of the team were exceptionally supportive and helpful throughout. Marta, in particular, was always available to answer any questions and provided thorough and prompt responses, making the entire experience stress-free.Everything was handled professionally and efficiently, from viewing the property to finalising the tenancy agreement. I’m very pleased with the service provided and highly recommend renting a property through this team. Thank you for your excellent support!Nadia
Nadia · 11 July 2024
Agent replied · 22 October 2024
Thank you so much Nadia for your kind words! We strive to make the process as smooth and professional as possible, and it's fantastic to hear that Marta's friendliness and communication were so helpful.
★★★★★ 5/5
TrustpilotExceptional Service from Velislava Doneva and the CPS Homes Team
I am writing to express my utmost satisfaction with the exceptional service I received from Velislava Doneva at CPS Homes on Albany Road. Velislava has been absolutely amazing in assisting me with my rental properties. She has answered all my questions with remarkable efficiency and speed, always responding to my emails promptly and with comprehensive information.Velislava's professionalism, dedication, and attention to detail have made the entire process seamless and stress-free. Her friendly and approachable demeanor has also made communication a pleasure. It's rare to find someone who genuinely cares about their clients and goes the extra mile to ensure their needs are met, but Velislava consistently exceeds expectations.Additionally, I must commend the entire team at CPS Homes. They are undoubtedly one of the best estate agencies in Cardiff. Their collective expertise and commitment to excellence are evident in every interaction, and I have always felt supported and valued as a client.Thank you, Velislava, and thank you to the full team at CPS Homes for your outstanding service. I look forward to continuing our successful relationship.Best regards,M.Rahman
Mahfuzur · 27 June 2024
Agent replied · 22 October 2024
Thank you Mr Rahman for your kind words, we're thrilled to hear that you’re so happy with the service you've received. Velislava is a valued member of our team and we're delighted that her hard work and dedication have been recognised. Thanks again for choosing CPS Homes and we look forward to continuing our relationship with you.
★★★★★ 5/5
TrustpilotHelpful and friendly
CPS Homes is the letting agent that we chose for our student house next year. They were always helpful and friendly on the phone, even when we had lots of questions. There was a contractual issue we had with a utility management service we were applying for, and CPS Homes were kind enough to attempt to resolve the issue on our behalf.
Sage · 25 January 2026
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
