CPS Homes Cardiff reviews

Thank you Aisling that’s wonderful to hear! Charlie will be happy to hear your kind words, thanks again

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

Hi Chris, Thank you for leaving us a review. We're pleased to hear your comments regarding Patch's work and will be sure to take what you've said on board. He'll be delighted to read your words. Regarding your other comments, we can assure you that we treat all tenants equally, whether they are working, students or otherwise. We don't find that students treat properties any worse than anybody else. The vast majority of properties we manage are very well looked after. We're disappointed to learn of the condition of the property when you moved in and will be sure to look into this internally. We're sorry for any inconvenience caused in this regard. Whilst the responsibility for maintenance is always a landlord's, as a managing agent, we do have a duty to inspect and ensure properties are presentable ready for move-in, which is why we will be looking into what happened. Finally, when conducting check-out inspections, our staff document the condition of the property as it is at that moment in time. It appears as though we did identify that a small bit of cleaning may be required, but when Patch picked this up and reviewed your representations, then discussed them with your landlord, it was agreed that your deposit should in fact be returned in full, rather than claiming for a small deduction. Unlike some other agents, we always invite tenants to make representations before deposit claims are made, which ultimately helps us return the vast majority of deposits without the need for a drawn-out dispute process. We wish you all the very best in the future. Kind regards, The CPS Homes Team.

Thank you for your wonderful feedback! We’re delighted to hear that Derry made your renting experience so smooth and enjoyable, we'll pass your comments through to her.

Thanks for your kind words Ellyse :)

Hi Gwen, Thank you for your review. We’re aware of the matter you refer to and know that you weren’t the contract-holder for the tenancy in question. In any case, we’ve reached out to you via Trustpilot’s private messaging platform in order to determine which property, if any, you’ve rented through CPS Homes, in order to validate the review of your experience. As is commonly known, changing a light bulb is a contract-holder’s responsibility. Dilapidations such as this noted at the end of a tenancy need somebody to go in and make them good. Whoever does that won’t do it for free: at the very least they will charge a call-out fee, which in today’s world is typically in the region of £45 plus materials, which somebody has to pay. It should be pointed out that, in this instance, the contractor who attended had more than just a light bulb to replace, as your review doesn’t reference the several other items that formed part of the deposit claim. It goes without saying that the departing contract-holder could have easily and quickly avoided the charge for a new light bulb by replacing it themselves prior to moving out, which would have been less costly. Due to the contract-holder’s lack of engagement with the deposit return process, the dispute was progressed to the Deposit Protection Service’s (DPS’) Alternative Dispute Resolution team, which is the dedicated process if a settlement cannot be found between landlord and contract-holder. We provided the DPS with all the evidence we were required to provide for the claim made on behalf of the landlord, and they later paid the landlord the total sum claimed. The contract-holder had an opportunity for the claim to be handled the DPS’ independent adjudicator, but did not take this opportunity as she didn’t provide the DPS with the evidence they required. Neither we, nor the landlord, can be blamed for the contract-holder’s choice not to engage in the DPS’ dedicated dispute resolution procedures. In conclusion, the contract-holder had ample opportunity to contest the deposit claim, which appears to be the root of your grievance. The costs associated with the deposit claim are genuine, so have to be borne by somebody. The claim went through the correct, prescribed channel and the DPS awarded the funds to the landlord. Kind regards, The CPS Homes Team.

Thank you for the review! We're thrilled Rhys and the team have made your letting experience a positive one.

Fab, thanks Julio!

Hello, Thank you for taking the time to review the service you recently received from our Sales Team. We’re sorry that you’ve had a less than positive experience with CPS Homes. Having been able to look into the matter on your behalf, we can see that our Sales Director, Nathan, made contact to discuss a viewing you had booked that was subsequently cancelled. After discussing your search criteria, it was deemed inappropriate for you to view the property in question as, regrettably, the vendor was insistent on an absolute minimum price they wished to achieve for the property, which you told us exceeded your budget at this time. In regards to the property you have withdrawn your offer from, our records indicate that our team disclosed the presence of Japanese Knotweed, a plant that is commonly found in South Wales, before you viewed the property, and full details of the treatment plan that is in place were provided to you and persons acting on your behalf, for your consideration. We can assure you that it wouldn’t be in our interests or the interests of the vendor to withhold such information from you or any prospective buyer, as we’re very much aware that the presence of Japanese Knotweed would be flagged up on yours or any other purchaser’s survey, which is why the treatment plan exists. We’re sincerely sorry that things did not work out this time around and wish you all the very best with your property search moving forward. Kind regards, The CPS Homes Team.

Thank you Peter for the fab review! We're glad to hear your moving process was smooth, and Jordan and Velislava made a great impression. We'll be sure to pass on your praise.

Hi Emily, Thank you for your comments, which we’ve used as an opportunity to look into things. Since your tenancy began on 1st July 2025, we’ve carried out two routine inspections, the most recent being yesterday. Following the first inspection in August, we identified a few minor maintenance items: hallway light bulbs that had blown, blinds needing replacement in one room, a loose bedroom door handle, and a bathroom door that needed securing. As we do at every property, we passed these findings to your landlord for approval and action. Your landlord chose to carry out the work personally rather than use our approved contractors, something we advised you of at the time. At yesterday’s inspection, we noted that the blinds had not yet been replaced, so we have chased the landlord again, along with a new recommendation to refresh the kitchen sink sealant. We will keep you updated as soon as the landlord confirms their plan. It’s important to clarify that we manage the property on behalf of the landlord. We don’t own it, and we can’t authorise maintenance spending ourselves. We can only arrange repairs or improvements once the landlord gives approval, as they are the ones responsible for the costs. In this case, we have encouraged the landlord to complete the items raised and continue to follow up for progress. While we understand that any maintenance issue can be frustrating, none of these matters make the property unfit to live in. Outside of our inspection visits, no repair requests have been reported to us by you or your housemates, but please do contact us any time if you have concerns, as we’re here to help. In terms of the contract, this was signed by all tenants in December 2024, over seven months before the tenancy began, so we’re unsure what you are referring to, but we’re happy to look into anything specific you’d like to raise. We truly want you to enjoy your home, and we’ll continue doing everything we can to support you throughout your tenancy. Please feel free to reach out to us directly so we can discuss anything further and work towards a positive resolution. Thank you, CPS Homes.

Hi Ben,Thanks for leaving us a review and for taking the time to provide us with your feedback. We always like to hear it and you can be sure we’ve taken everything on board.With most boiler issues causing a lack of heating or hot water, we do have some basic checks that we ask all tenants to complete. It’s not so much to save manpower, but to avoid any unnecessary charges linked to a tenancy when topping up pressure or bleeding a radiator, for example, is all that’s needed to resolve the issue. Our maintenance team are able to solve many issues over the phone or via e-mail by issuing guidance, which saves a lot of contractor call-outs. If the basic checks and actions don’t resolve the issue, then with the Landlord’s authorisation we’ll instruct a contractor to attend as soon as possible. Unfortunately, our guidance didn’t help in this instance, so a part had to be ordered and was installed the following day. Your Landlord also has additional electric heaters in the property in case of an emergency, we understand.Following heavy rain, an unexpected leak into your boiler caused some electrical damage. With consideration into time and availability of parts, a new boiler was deemed the best course of action. Your Landlord agreed, so it was ordered and installed as soon as possible, with some additional external measures taken to further protect the system from unexpected severe weather in future. We’re delighted you were happy with the service received.With the shower, as the unit is relatively new and under warranty, beyond initial basic investigation, a specific contractor was required to make an assessment and conduct a repair. He’s working directly with your Landlord to rectify the issue as soon as possible. We’re informed that the relevant parts have been ordered and are due to be installed early next week.Please don’t hesitate to contact us if there’s anything else we can help with.Kind regards,The CPS Homes Team.

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

Dear Rhys, We always take valid complaints and constructive feedback seriously, and where issues are identified, we use them as an opportunity to learn and improve. However, we also feel it’s important to address inaccuracies, particularly when comments are shared in the public domain. We have an established complaints procedure that enables customers to raise concerns directly so they can be properly reviewed and resolved. Unfortunately, this process was not utilised in this instance, with the issues instead being raised directly on Trustpilot. You’re correct in saying you were sent a document that mistakenly referred to you by the vendors’ names, rather than the buyers’ name. This was a human error, one which we apologise for, but we are fully satisfied that it does not amount to a breach of GDPR, as claimed. The names of vendors are publicly available information through services such as Land Registry, and would have also been communicated to you in the Memorandum of Sale we are required to provide to both sides and their solicitors. You viewed the property on 10th January, then offered and were accepted on 13th January. Your offer was accepted on the understanding that you had two properties yet to sell: one property was already on the market with viewings underway, and the second was due to launch the following week. As you had taken these meaningful steps toward being proceedable in a vendor’s eyes, our vendor agreed to accept your offer and allowed a three-week window for both properties to reach SSTC, which was agreed in good faith. This timeline was explained to you at the point your offer was accepted. If there was any confusion at the time, we would have welcomed the opportunity to clarify this. During the allowed three-week period, our vendor paused viewings to give you a fair opportunity to sell, while you continued to explore other purchasing options. On 26th January, now 13 days after your offer was accepted, we made a courtesy call to your partner to check how everything was going. During this call, you informed us of your decision not to proceed. While we fully accept that purchasers are entitled to change their position and that no formal commitment had been entered into, it is also worth noting that the vendor paused marketing and declined further viewings for almost two weeks in good faith. We appreciate that circumstances can change, but no acknowledgement was given of the time and opportunity lost for the vendor as a result. You have separately informed us that you were told the vendors had not yet secured an accepted offer on an onward property and were not actively looking. However, both at the time of the viewing and subsequently, you were advised that the vendors were considering a new-build purchase and that any offer they made would be dependent on achieving a proceedable sale of their current property. We have since become aware that your decision to withdraw from the purchase may have been based on third-hand information relating to a withdrawal by a different purchaser approximately 18 months ago. While this information would understandably cause concern and questions for anyone, had it been raised with us at the time, we would have been more than happy to explain that the earlier withdrawal was due to personal circumstances and was not a decision taken lightly or casually. Regarding our agent’s use of his phone during the viewing: from our understanding, this was to look up the EPC and confirm the property’s square footage in response to a question raised at the time. Our agents take viewings seriously & pride themselves on being professional and attentive. This agent has extensive experience & a strong track record, reflected in the feedback we regularly receive and customer reviews posted online. While we respect that experiences can be interpreted differently, we do not believe this was a case of disengagement. We wish you well in your purchase. Kind regards, The CPS Homes Team.

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