CPS Homes Opiniones 

Respuesta de CPS Homes

14 oct 2025

Hi,

We’re sorry to hear you felt let down and appreciate you taking the time to share your feedback. We’d like to know more – such as the property you rented and when – so we’ve reached out to you via Trustpilot’s private messaging platform.

Speaking more broadly until we have that information, just to clarify, CPS Homes are the managing agents, not the property owners. That means the landlord ultimately decides whether to make a claim from the deposit at the end of a tenancy. We always share our professional view – and if we disagree with a proposed claim, we’ll do our best to persuade the landlord otherwise – but we must ultimately follow their instruction. We don’t profit from deposit deductions in any way, and it’s always our preference to return a deposit in full as quickly and smoothly as possible.

We inspect every property at the end of a tenancy and arrange professional cleaning when needed before the next tenants move in. On the rare occasion that someone isn’t happy with the standard of cleaning, our contractors are more than happy to return and put things right. We also strongly encourage all tenants to document everything thoroughly at the start of their tenancy (we issue advice stating this at the time) because clear evidence helps everyone and keeps things fair when it comes to check-out.

We appreciate that deposit claims can sometimes be contentious, as both landlords and tenants naturally want to protect their own interests. That’s why we follow a transparent, evidence-based process: we share our inspection report with both parties, invite comments, and aim to reach a fair agreement without the need for formal adjudication. Happily, the vast majority of deposit returns are agreed mutually, without dispute.

Finally, we don’t claim to be perfect. We’re only human, and there will be times when we fall short of the high standards we set ourselves. When that happens, we’ll hold our hands up, learn from it, and do our best to make sure it doesn’t happen again.

Many thanks,

The CPS Homes Team.

Respuesta de CPS Homes

15 sept 2025

Hi Meryl,

Thank you for your review.

We’re sorry to hear you’ve been disappointed with your experience with the landlord. For clarity, when landlords instruct CPS Homes, they can choose between two different service levels. The first is a ‘fully-managed service’, where we handle everything on the landlord’s behalf, including inspections and property condition checks. The second is a ‘let-only service’, where we advertise the property and sign-up the tenants, but the landlord then manages the property directly. These differing levels of service type are offered by every agent that we’re familiar with, so it is not at all unusual for tenants to find a property through an agent like us, and deal with the landlord directly for everything else.

In your case, the landlord opted for the let-only service. This was explained before you committed to the tenancy, so you knew you’d be dealing directly with the landlord regarding moving in, repairs, cleaning, general upkeep, and end-of-tenancy (including deposit return).

As already explained to you, we of course understand that it can be frustrating if the landlord doesn’t handle things as you would hope. That doesn’t mean you have nowhere to go with your concerns. Firstly, we suggest raising issues directly with your landlord in writing, so there’s a clear record. If matters remain unresolved, you can contact Rent Smart Wales. They are the Welsh Government’s licensing authority for landlords and letting agents. Their role is to ensure landlords comply with their legal responsibilities and manage properties appropriately. If the issue relates to health and safety or poor living conditions, you can also approach Cardiff Council, who have the authority to inspect and enforce housing standards.

We hope this explanation helps clarify our role and where you can seek support if problems persist.

All the best,

The CPS Homes Team.

Respuesta de CPS Homes

10 sept 2025

Hi Thomas,

Thank you for your comments. For clarity, our referencing process requires proof of income at 3x the monthly rent. This is not unique to us - it is a widely adopted benchmark across the lettings industry to ensure affordability and protect both tenants and landlords. It is certainly not intended to be excessive or unreasonable. It is also reviewed regularly, in line with the economic climate.

We’ve never had complaints from genuine applicants about this requirement, as most people recognise it as a normal and necessary part of securing a tenancy.

Our reviews are all genuine, and we’re proud to rent to several thousand people in Cardiff every year.

We’re sorry that our process did not meet your expectations and wish you the very best with the rest of your property search.

Kind regards,

The CPS Homes Team.

Respuesta de CPS Homes

1 sept 2025

Hi Danny, we’re really sorry to hear about your experience and the frustration it caused. What you’ve described falls short of the service we aim to provide, and we completely understand your disappointment. We’ll be investigating what happened internally to make sure it’s addressed, and if you’d like to share any further details, please feel free to contact us directly at feedback@cpshomes.co.uk.

Respuesta de CPS Homes

21 ago 2025

Hi Harry,

We're sorry you've had a less than positive experience with us. We're keen to learn more and to see what we can do to improve things, but we can't currently verify your experience using the little information we have, so we've reached out to you via Trustpilot's private messaging platform. Alternatively, you can e-mail us on feedback@cpshomes.co.uk.

We look forward to hearing from you.

All the best,

The CPS Homes Team.

Respuesta de CPS Homes

17 ago 2025

Hi there,

We're sorry you had a less than positive experience with us, and we've reached out to you view Trustpilot's private messaging platform to find out more about it.

We sell several hundred properties for Cardiff vendors every year, and arrange many more viewings for those looking to buy in Cardiff. It's very rare that we receive a complaint regarding a disconnect in communication, so we'd like to understand where things went awry on this occasion.

Many thanks,

The CPS Homes Team.

Respuesta de CPS Homes

12 ago 2025

Hi Alan,

We've reached out to you via Trustpilot's private messaging platform to request more details, like the property your son rented, and when. We'd be happy to provide detail about the circumstances leading to your review once we have that information.

In the meantime, we can say that no deposit is ever “stolen”, because it is impossible to do so. Every deposit is held by a Government-approved deposit scheme called Deposit Protection Service (DPS). They physically hold the funds and only release them once an agreement is made between landlord and tenant, or – if an agreement can’t be made – the DPS adjudicator makes a decision based on evidence provided to them. So, if your son ended up with no deposit being returned to him, it was either because he accepted the landlord's claim was correct, or because the DPS decided it was correct after being presented with evidence. It is very unusual for outgoing tenants to not receive any of their deposit back, so the evidence must have been overwhelming.

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. 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.

Kind regards,

The CPS Homes Team.

Respuesta de CPS Homes

8 ago 2025

Hi Phil,

We've reached out to you via Trustpilot's private messaging platform to request more details, like the property you rented, and when. We'd be happy to provide detail about the circumstances leading to your review once we have that information.

In the meantime, we can say that we conduct inspections of all properties prior to new occupants moving in, and instruct cleaning where necessary. We're very conscious that cleaning is subjective, where one person's "clean" (particularly when moving out) is another person's "not clean" (particularly when moving in). We’re prepared for situations like this, so if incoming occupants aren’t happy with the standard, the cleaners we use are more than willing to return and go over any points of concern – ideally meeting the occupants in person to ensure everything is resolved. Complaints about cleaning from incoming occupants are very rare, but on the occasions they do happen, this re-visit system works well to resolve things quickly.

Regarding moving out, it is very unusual for outgoing tenants to not receive any of their deposit back. We feel it's important to point out that whenever a 'landlord' makes a deposit claim (emphasis on 'landlord', because it's not CPS Homes), tenants have the right to dispute it and have the Deposit Protection Service (DPS) make an independent adjudication on the claim, so it's never a case of a landlord simply 'taking' a deposit – those days are long gone, and rightly so.

So, if you ended up with no deposit being returned to you, it was either because you accepted the landlord's claim was correct, or because the DPS decided it was correct after being presented with evidence.

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. 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.

Kind regards,

The CPS Homes Team.