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CPS Homes からの回答

2025年11月25日

Hi Emily,

Thank you for your comments, which we’ve used as an opportunity to look into things.

Since your tenancy began on 1st July 2025, we’ve carried out two routine inspections – the most recent being yesterday. Following the first inspection in August, we identified a few minor maintenance items: hallway light bulbs that had blown, blinds needing replacement in one room, a loose bedroom door handle, and a bathroom door that needed securing. As we do at every property, we passed these findings to your landlord for approval and action.

Your landlord chose to carry out the work personally rather than use our approved contractors, something we advised you of at the time. At yesterday’s inspection, we noted that the blinds had not yet been replaced, so we have chased the landlord again, along with a new recommendation to refresh the kitchen sink sealant. We will keep you updated as soon as the landlord confirms their plan.

It’s important to clarify that we manage the property on behalf of the landlord. We don’t own it, and we can’t authorise maintenance spending ourselves. We can only arrange repairs or improvements once the landlord gives approval, as they are the ones responsible for the costs. In this case, we have encouraged the landlord to complete the items raised and continue to follow up for progress.

While we understand that any maintenance issue can be frustrating, none of these matters make the property unfit to live in. Outside of our inspection visits, no repair requests have been reported to us by you or your housemates – but please do contact us any time if you have concerns, as we’re here to help.

In terms of the contract, this was signed by all tenants in December 2024 – over seven months before the tenancy began – so we’re unsure what you are referring to, but we’re happy to look into anything specific you’d like to raise.

We truly want you to enjoy your home, and we’ll continue doing everything we can to support you throughout your tenancy. Please feel free to reach out to us directly so we can discuss anything further and work towards a positive resolution.

Thank you,

CPS Homes.

CPS Homes からの回答

2025年11月18日

Hi Scott,

We’re genuinely disappointed to read your comments, but we do need to correct several of the claims you’ve made.

Firstly, as a letting agent we do not set the rental prices for any of the properties we advertise - those figures are dictated by the wider market and economy, and ultimately decided on by the landlords, and we market them accordingly. The rents we receive from tenants are passed onto landlords.

Secondly, the idea that the majority of our properties have damp/mould issues is also incorrect. We manage a large and diverse portfolio, the vast majority of which does not have any such issues. On the rare occasion that damp or maintenance concerns are reported, they are logged, assessed, and addressed through the correct processes. We cannot resolve issues we are not made aware of, and works must always be scheduled with both landlords and contractors - something we communicate clearly to tenants. We send out a plethora of advice to tenants on how to recognise signs of damp and mould, and how to reduce the potential of the latter.

Regarding charges at the end of a tenancy, we document the condition of the property at the end of the tenancy, and it is the landlord who decides which items - if any - should be claimed for compared to the condition at the start of the tenancy. Fair wear and tear is allowed. Many deposits are returned without any claims. Tenants have full access to inventory reports, photographs, and the opportunity to challenge anything they believe to be incorrect. There is no benefit to us in charging tenants unfairly, and the deposit protection schemes exist precisely to ensure transparency and fairness.

Finally, we expect our staff to be professional at all times. If you feel standards weren’t met, we encourage you to contact us directly via feedback@cpshomes.co.uk.

We’re always open to constructive feedback and happy to help resolve genuine concerns - please reach out to us so we can look into your specific situation.

All the best,

The CPS Homes Team.

CPS Homes からの回答

2025年11月7日

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.

CPS Homes からの回答

2025年11月6日

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.