My experience with CPS Homes shows that in this agency, client contact works mainly up until the property viewing afterwards, it apparently ceases to be necessary,Initially, I contacted them regarding a room advertised at £470, only to be informed by telephone that the actual price was £650. After raising the issue, I received an email with an apology, explaining that it was a “mistake” and that £650 referred to a different room on the same street, along with an encouragement to continue contacting them. It looked promising, and I managed to get through by phone a few times,I arranged to view the room on Tuesday, a day off I had indicated by email that week, but the appointment was cancelled by the agency, and a new date was proposed for Friday. I agreed and attended, even though it was after a night shift and before another night shift, showing flexibility that – as it later turned out – was not reciprocated,I liked the room, so I confirmed my interest the same day, on Friday, via email, without waiting until Monday as requested by the agent in contrast to CPS Homes, my current landlord expects clear and timely decisions.For certainty, I followed up with an email on Monday morning and made two phone calls; however, I was informed that agent was out in the field all day and that no one else was able to provide me with information regarding this matter,On Wednesday, I contacted the office again. The agent informed me that other agent was handling the case and that he would pass my message to her. As a result, I was left in uncertainty for the entire week, losing valuable time that I could have spent searching for other rental options. To this day, I have received neither confirmation nor refusal, nor even a brief “we will let you know,” which in many companies is still considered a basic element of customer service culture. Up until now, there has been silence, which can be regarded as consistent and absolute. I understand that the real estate market can be dynamic; however, basic courtesy and post-viewing communication should not be treated as optional.The described actions raise serious concerns regarding compliance with the Consumer Protection, particularly concerning misleading pricing information and the lack of reliable and timely communication directly affecting consumer decisions. It is difficult to make informed decisions when the only consequence after viewing a property is consistent silence.In summary: price changes, cancelled appointments, and the lack of any response after explicitly confirming interest give the impression that a client’s time at CPS Homes is valuable only until they stand at the property door, and post-viewing communication is less accessible than the room itself. It appears that a lack of any response at CPS Homes is treated as a standard element of customer service
Claim your business profile now and gain access to all features and respond to customer reviews.
Cardiff-based letting and estate agency. Experts in buying, selling, renting and property management. We're Cardiff's biggest student housing provider.
