CPS Homes Avis 

Réponse de CPS Homes

7 nov. 2025

Hi Paige,

Thank you for taking the time to share your feedback – we’re really sorry to hear about your experience. We completely understand how frustrating it must have been to arrive at the wrong location and then feel that your concerns weren’t properly heard.

It sounds like your mapping app may have taken you elsewhere, as the address provided was correct and our team were at the property as arranged. That said, we’ll certainly review the information we send to ensure it’s as clear as possible, and we’ll also look into the details around parking to prevent any future confusion.

We’re also reviewing how the conversation was handled, as we always expect our team to communicate with patience and respect. Flo certainly usually does that, so we will look into the events that led to this.

Thank you again for your feedback – it’s really helpful in improving the service we provide. We wish you the best of luck in your accommodation search, whether it be through us or somebody else.

Kind regards,

The CPS Homes Team.

Réponse de 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.

Réponse 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.

Réponse 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.