My 85 year old dad had an issue with his Ground Rent and making a payment and I spoke to Jack who was helpful, polite and very understanding. Jack helped me to resolve the issue quickly with no issues... Toon meer
Bedrijf heeft geantwoord
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Very quick response to my enquiry I felt they genuinely wanted to help, Nisha was very prompt with her professional reply emails. This enquiry is now being dealt with by a specialist department. Than... Toon meer
Bedrijf heeft geantwoord
It was a pleasure dealing with Jack from HomeGround. Jack calmly walked me through completing a form that otherwise I would have completed inaccurately and was able to let me know what evidence I nee... Toon meer
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The forms I had to complete were not intuitively written and were impossible to understand. I called HomeGround and spoke to Jack Adams, who took me through everything patiently and clearly, helping m... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Contactgegevens
Verenigd Koninkrijk
- enquiries@homegroundonline.com
- www.homegroundonline.com
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Homeground have been saving the day…
Homeground have been saving the day during the process of selling my home. They have responded very quickly each time I’ve called and gave me the information I need without passing me round multiple teams.
Shoutout to Jack Adams who actually walked me through a whole bunch of documents to help me to just get things done and not rely on my questionable solicitors. I can’t stress enough that it was absolutely huge for us to see some progress during a slow and stressful moving process.
Thanks for the help.
8 juni 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mr Wilkins,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Jack and his manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Fast efficient response
Ciaran was able to respond to my queries fast and efficiently. Had a very good experience, and no issues whatsoever.
8 juni 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Customer,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Ciaran and his manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Prompt action on our request
Great customer support. Special thanks to Anna V.
1 juni 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Céline,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Anna and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Antwoord van HomeGround Management Ltd
Dear Ian,
Thank you for taking the time to leave us a review. I am pleased to hear your experience with HomeGround was positive.
I would be grateful if you could share the name/s of the advisor/s who dealt with your enquiry, so that I can share your positive feedback with them.
Kind regards,
HomeGround Customer Services Manager
Helpful and friendly staff
Zainab was very polite and helpful. They dealt with my queries efficiently and promptly.
22 mei 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Marissa,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Zainab and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Fantastic communication and…
Fantastic communication, really helpful and professional.
22 mei 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Claire,
Thank you for taking the time to leave us a review. I am pleased to hear your experience with HomeGround was positive.
I would be grateful if you could share the name/s of the advisor/s who dealt with your enquiry, so that I can share your positive feedback with them.
Kind regards,
HomeGround Customer Services Manager
Helpful and polite
Anna exceeded my expectations with her helpful and polite advice. She gave me all the information I needed about our property, including some that I didn't know was required for selling. Thanks Anna.
20 mei 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Customer,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Anna and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
The prompt action by following up my…
The prompt action by following up my notifications.
14 mei 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Agis,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Alex and his manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Issue resolved within a few hours
5 mei 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mr Savage,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Fraser and his manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Incredible service and responsiveness…
Incredible service and responsiveness from Jack Adams and the wider team, i have had to reach out to homeground a few times to get urgent information and documentation for my property sale and every time have received it immediately with great detail included. Thank you
22 april 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Irma,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Jack and his manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Good service to resolve issue
Joe H was extremely efficient in resolving our retrospective leaseholder consent request.
21 april 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mr Watts,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Joe and his manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Warm correspondence
Correspondence emails regarding request for payment and the confirmation of receipt of payment was swift, clear and pleasant.
15 april 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Customer,
Thank you for taking the time to leave us a review. I am pleased to hear your experience with HomeGround was positive.
I would be grateful if you could share the name/s of the advisor/s who dealt with your enquiry, so that I can share your positive feedback with them.
Kind regards,
HomeGround Customer Services Manager
Helpful and intelligent support.
Struggling to download the documents I needed myself, I called the enquiry telephone number three minutes before their closing time of 4 pm. Not only did the customer service representative pick up very quickly, he volunteered to download the documents for me and email them to me directly. All of this was accomplished within the three minutes he had. It was refreshing to be able to speak to an intelligent human being who was able to efficiently and intelligently solve my problem. Thank you, Homeground for making life simpler for me.
10 april 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Ms Disley,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Fraser and his manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Why do I have to come to you to get a bill?
They're writing to me to tell me about the wonderful new online system where I can go online to view bills. Why as a customer should I be coming to you for a bill? Here's some real progress for you, let me pay by direct debit. Then you would never miss a payment, you would never need to contact me, and I would certainly never need to start vising you to access bills. Your system is so 1990s, How about giving us some real customer service?
Edit following reply - Just an update to say that I've never seen a supplier say they can't provide good service without a legal obligation to do so.
15 april 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Customer,
Thank you for taking the time to share your feedback. I am sorry to hear how frustrated you feel and appreciate you raising your concerns.
We take pride in delivering a high level of customer service and always work hard to put things right when we’ve fallen short.
HomeGround is legally required, under the terms of the lease, to serve ground rent demands, and these are issued between 30 and 60 days before the due date to ensure customers have sufficient notice.
Our move towards paperless billing forms part of a wider environmental commitment. Through our partnership with the charity Trees for Cities, we are actively working to reduce our carbon footprint and help support tree planting in local communities. That said, we’re not suggesting that customers should have to contact us to obtain a bill.
Our online customer portal is simply an optional self service tool, designed to give customers greater control and the ability to manage their accounts at a time that suits them.
If you prefer not to switch to paperless billing, you won’t be affected and can continue to receive paper invoices well in advance of the due date.
With regard to payment methods, HomeGround is not legally obliged to collect ground rent or insurance payments by Direct Debit, and we don’t currently have the facility to do so.
Customers remain responsible for making payment to HomeGround, who act on behalf of the freeholder to fulfil legal and administrative obligations. We do, however, offer several payment options, including a 24/7 automated payment line, our online customer portal, and the option to set up a standing order directly with your bank. If you require our bank details, please let us know.
I appreciate your feedback, as it helps us review how we communicate and improve the service we provide.
Should you have any further questions or would like to discuss your account, our Customer Services team would be happy to help on 020 3966 2974, Monday to Friday, 10am–4pm.
Kind regards,
HomeGround Customer Services Manager
Joanne Roque
Joanne Roque seems to be the only person at Hoe Ground who has taken many years of problems by the scruff of the neck and begun to deal with one by one in a logical manner. Her work and effort have been greatly appreciated.
14 april 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Customer,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Joanne and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Clear and prompt response to request…
Clear and prompt response to request for approval of alterations. Thank you Joe.
8 april 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Joanne,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Joe and his manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
No communication causing sale collapse
A lack of communication from Homeground means the sale of my flat is now in imminent danger of collapsing.
My buyer's mortgage provider requires a letter regarding fire safety works. This was requested from Homeground and they sent a response the next day promising to provide the letter.
Over a month later no letter has been provided and Homeground haven't responded to a single follow-up request.
The Mortgage provider is now threatening to pull the buyer's offer, which would cause the sale to collapse. Causing financial and emotional distress to both myself and the buyer.
All because Homeground have failed to provide a letter that is, nowadays, a common request from Mortgage companies.
EDIT
While my original review still stands, I just want to acknowledge that, once it had come to his attention, Matt was really helpful in getting this sorted out quickly. Thank you.
2 april 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Ms Brown,
Thank you for reaching out to us.
I am sorry to hear the experience you have had with HomeGround up to this point hasn’t been a positive one. We pride ourselves on providing an excellent customer service but recognise at times things can go wrong.
I completely understand the ugency with this matter and the stress to you and your buyer. I have personally responded to your email today and have raised this with the appropriate areas, as urgent.
Please accept my sincere apologies for the inconvenince caused and rest assured that this matter is being treated as urgent.
Kind regards,
HomeGround Customer Services Manager.
Antwoord van HomeGround Management Ltd
Dear Harry,
Thank you for taking the time to leave us a review. I am pleased to hear your experience with HomeGround was positive.
I would be grateful if you could share the name/s of the advisor/s who dealt with your enquiry, so that I can share your positive feedback with them.
Kind regards,
HomeGround Customer Services Manager
Very timely and competent responses
Very timely and competent responses (Kim J)
31 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mr Butscher,
Thank you for taking the time to leave us a review. I am pleased to hear your experience with HomeGround was positive.
I would be grateful if you could share the name/s of the advisor/s who dealt with your enquiry, so that I can share your positive feedback with them.
Kind regards,
HomeGround Customer Services Manager
HomeGround are excellent
HomeGround are excellent, always helpful and supportive. Thanks 😊
1 april 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Ms Conroy,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Sara and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
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