CPS Homes Anmeldelser 1.254

Besvarelse fra CPS Homes

1. maj 2026

Dear Ben,

We’re sorry to hear about your experience and the impact this has had on your time in the property.

As the managing agent, our role is to act on behalf of the landlord by arranging inspections, obtaining specialist advice, and coordinating any works that are required. At each turn, we involve the landlord and seek their authorisation to proceed with the work that is being recommended to us.

In this case, the concerns raised during the winter period were acted on promptly, with multiple inspections arranged, including visits from independent specialists such as Prokil and One Solution Wales, both of whom attended the property and provided written reports.

For that reason, it’s inaccurate to suggest that there was no investigation or that the matter was not being addressed. Throughout the tenancy, we:

• arranged repeated inspections and specialist involvement
• provided guidance on heating and ventilation to help manage condensation and mould
• supplied equipment, including a dehumidifier
• liaised with the landlord to progress further remedial works

Following the most recent assessments, additional works have been agreed and are scheduled to take place on 4th May. These types of issues can require a period of monitoring and drying out before the appropriate long-term solution can be implemented, which is why a staged approach has been taken.

It’s also important to note that condensation and mould can be influenced by how a property is used. During visits, there was evidence that heating and ventilation were not being used as advised, which can significantly contribute to the conditions described, even where systems are in place and working. The dehumidifier and fan were required longer than was first imagined because the heating was not being used.

We do appreciate how frustrating damp and mould can be to live with, and where issues arise, the focus is always on investigating and resolving them appropriately. In this case, that has involved ongoing inspections, independent specialist input, and further works now arranged. Additionally, we successfully agreed a rent rebate with the landlord on your behalf.

We’re disappointed that this wasn’t raised through our formal complaints procedure at the time, as this would have allowed for a structured review and escalation if needed.

Kind regards,

The CPS Homes Team.

Besvarelse fra CPS Homes

Opdateret den 7. apr. 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.

Besvarelse fra CPS Homes

20. mar. 2026

Thank you so much, David, that really means a lot to hear! 😊

Besvarelse fra CPS Homes

20. mar. 2026

Thank you so much for your kind words, it’s been a real pleasure helping you with both your sales and rentals! 😊

Besvarelse fra CPS Homes

20. mar. 2026

Thanks Jane for taking the time to leave such a thoughtful review. It’s lovely to hear how supported you’ve felt over the years, and Jordan will be so pleased to know he’s made things that bit easier for you!

Besvarelse fra CPS Homes

20. mar. 2026

Fab to hear - thank you Avinash!

Besvarelse fra CPS Homes

20. mar. 2026

Hi Ololade, thanks for the 5 stars and kind words. Jess, Rhys and Nikki will be so pleased to know their communication made a real difference 😊

Besvarelse fra CPS Homes

20. mar. 2026

That's great to hear - thank you Amy!

Besvarelse fra CPS Homes

20. mar. 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!

Besvarelse fra CPS Homes

9. feb. 2026

Hi there,

Thank you for taking the time to leave a review. We’re sorry to hear that your experience with us has been a less than positive one.

As your review is anonymous, we’re unfortunately unable to look into the specific issues raised. We would very much welcome the opportunity to do so, and we’d encourage you to contact us directly at feedback@cpshomes.co.uk with some further details so we can investigate properly.

For wider context, when a maintenance issue is reported, we follow a structured troubleshooting process. This isn’t about shifting responsibility, but about reflecting the legal and contractual position set out in the Written Statement of Occupation Contract. There are certain checks and basic steps that contract-holders are required to carry out before a repair becomes the landlord’s responsibility. These are clearly outlined in the contract, and we've even gone as far as to include a list of common examples, such as bleeding radiators or checking and cleaning appliance filters.

In many cases, this process resolves the issue quickly, without the need to wait for a contractor to attend, which contract-holders are always pleased about. Where troubleshooting doesn’t resolve the problem, we refer the matter to the landlord and request authority to instruct an appropriate specialist, or the landlord may choose to investigate or appoint their own contractor. We always communicate clearly which route is being taken.

If a contractor or landlord-arranged visit doesn’t take place as expected, we absolutely want to know, as we will follow this up immediately.

We look forward to hearing from you.

All the best,

The CPS Homes Team.

Besvarelse fra CPS Homes

27. jan. 2026

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.