CPS Homes Bewertungen 1’254

Antwort von CPS Homes

6. Nov. 2025

Hi Gabby,

We’re sorry to learn that your experience with us hasn’t been a positive one.

Occupation contracts are between the contract-holder(s) and the landlord. That means the landlord does ultimately decide 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 against it – 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, as it’s simply easier and quicker for us that way.

Your landlord’s claim was for 12% of your total deposit amount. The undisputed 88% was repaid to you by the Deposit Protection Service within two weeks of your tenancy end date.

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 contract-holders 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 contract-holder(s) for their perusal. We invite contract-holders 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 contract-holders provide their comments, as we always encourage them to do, we revert back to the landlord and 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 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.

As with any deposit return, if a contract-holder 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 – which is what you have advised happened with your deposit. We're pleased to say that the vast majority of deposits CPS Homes returns are done so with mutual agreement between landlord and contract-holder, meaning only a small minority require independent adjudication.

Finally, when we receive a formal complaint, we decide who is best placed to handle it. As your complaint in this instance was regarding the landlord’s proposed deposit claim, it was decided that the staff member who had been liaising with your landlord about their claim was best placed to handle your complaint, as their familiarity with the matter would allow them to deal with it efficiently and to secure the landlord’s agreement to change or withdraw their claim. Our complaints policy also provides for a clear escalation process where a complainant remains dissatisfied with the initial response, ensuring an additional layer of review and oversight.

Kind regards,

The CPS Homes Team.

Antwort von CPS Homes

14. Okt. 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.

Antwort von CPS Homes

14. Okt. 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.

Antwort von 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.