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
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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
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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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Fast and efficient reply
Fast and efficient reply from Joanna H
30 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Geoff,
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
Brilliant service highly recommended…
Brilliant service highly recommended especially Samantha
30 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Jaspal,
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 Samantha 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
To share my experience with HomeGround
To share my experience with HomeGround, I am writing to express my sincere appreciation for the outstanding service provided by Samantha I from HomeGround. She demonstrated exceptional professionalism and extended full support on answering all my enquiries, she helped me solve the problem easily.
I would not hesitate to recommend her a Five Star rating for the outstanding performance who provided me the excellent attitude.
Best regards,
Raymond
13 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Ray,
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 Samantha 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
Mr P Khan & Mrs U Khan
We, both as the legal owners of our investment property, would like to share our positive view of excellent customer service from HomeGround through a dedicated Customer Services Advisor, "Jack Adams". He was patient and professional with great customer care values & etiquette. He has helped us to pay our bills through the online portal, assisted with a cheerful heart, and guided us every step of the online payment process. Jack also sent us the receipt and statement for our account, and helped us see everything clearly online with clear communication. We wish him well as he excels in his career. Thank you, Jack, once again. Mr. P Khan & Mrs. U Khan
24 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mr & Mrs Khan,
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
You’ve never encountered such a bunch…
You’ve never encountered such a bunch of greedy avaricious blood suckers as this lot! They do literally nothing and charge you a fortune! Any excuse to slap extra charges on, no care if you are in desperate need of every penny!
Their contract is impenetrable legal jargon, so they can trap you !
23 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Gary,
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 am familiar with your account and have personally been in direct contact with you by email to discuss your concerns.
Kind regards,
HomeGround Customer Services Manager.
Change of correspondence address ignored - led to legal action
Disgraceful company. They instigated legal action following demands being sent to an old correspondence address.
So, I didn't receive them until several weeks later
When I challenged them they stated that it was up to me to prove that I requested a change of address (which I actioned over a year ago) - what exact date did I call, what phone number did I call from, etc?! Absolutely ridculous requests in the full knowledge that no one would be likely to remember such details.
Also, a £100 ground rent demand turned into a £473 demand within weeks. How is this proportionate for a couple of standard reminder letters?
My further update following response from Homeground:
I did request a change of correspondence address over a year ago. At that time, I was not instructed that this request required duplication in writing. If I has been informed, I obviously would have written a one line email, as to not do so would have been pretty stupid. But I wasn't instucted to do so, so how would I know that is their process. Homeground ridiculously clearly expect all customers to know all the relevant legislation off by heart for a bill that is due once a year (which I am not challenging, by the way), and expect all customers to know exactly when every irregular bill is due, and to then chase Homeground if it does not arrive. I don't know anyone who has such a perfect memory to know when every bill is due. Homeground have not recognised when things have gone wrong, as they clearly have in this case, they have done the opposite, and assumed that every staff member is perfect and does not ever make mistakes, despite that same member of staff not making any notes on my account, amd even providing inconsistent information on our recent call.
Long story short, the staff member makes a mistake, by not informing me of their process, the company then rinses me for extraordinary fees (fivefold on the original bill) that benefit the company that did not advise a customer of their process. That company then blames the customer for not knowing exactly when every bill is due ( I advised them I deal with approx 2,000 bills a year).
Companies like this give the whole industry a terrible reputation. They should be ashamed of themselves.
20 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mr Singh Bains,
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 am familiar with your complaint and have personally reviewed this with my senior who you spoke with today.
To be clear, ground rent invoices and any reminder letters will always be served to a leaseholder at an address we hold on record, unless we have been provided in writing with an alternative address or asked to switch an account to paperless billing.
Section 166 of the Commonhold & Leasehold Reform Act 2002 legally requires any change of address to be requested by a leaseholder in writing. This request cannot be made via telephone. I have no record of you calling us to request this and I am confident that had you done so by telephone, you would have been advised of this legal requirement.
On review of your account, your invoice and three separate reminders were issued to the property address requested on the notice of transfer we were provided with by your solicitor. You will be aware that your ground rent is due at the same time annually, therefore if you did not receive your invoice, I think it’s fair and reasonable for us to expect you to contact us to investigate this further.
I do understand you remain unhappy with our position, and whilst I understand that this is a genuine error, I am confident that the correct process has been followed. If you believe this is incorrect and that you did request a change of address in writing, please do contact me directly with evidence of this, and I will be happy to look into this further for you.
Kind regards,
HomeGround Customer Services Manager.
Helpful and easy to deal with.
I've recently bought a flat and had a couple of queries about the ground rent. Vicki and Sara were both quick to respond and their comments were easy to understand and helped me to sort it out without any drama.
13 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Nigel,
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 Vicki, Sara and their managers.
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
Top class and prompt service received…
Top class and prompt service received from homegroundonline especially from Anna at customer service
13 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mr Manning,
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 team has been very responsive
The team has been very responsive, and always answer my questions on time
11 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Siyao,
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
Competent and comprehensive effort to…
Competent and comprehensive effort to resolve issues by Alex
9 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Ms Goodson,
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
Home Improvement Project
Currently in progress of home improvement project with a single story extension. HomeGround team have made the experience straightforward with excellent customer service with helpful feedback and fast responses.
Thank you for making an already stressful project easier.
10 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mr Barnsley,
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
Consistent advice and direction
Consistent advice and direction
18 februari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear William & Renaldo,
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
fantastic experience
fantastic experience, very helpful team in particular Samantha I. Very satisfied customer at this end
6 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Aga,
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 Samantha 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
Zainab was immensely helpful with my…
Zainab was immensely helpful with my query, and helped me start to finish. Much appreciated!
5 maart 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 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
Samantha from Homeground
Samantha from Homeground, was very efficient, in answering my queries.
4 maart 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mr Varley,
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 Samantha 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
Excellent Customer Service
I had a complicated issue regarding an overdue payment and the customer service agent I dealt with, Jack Adams, was by far the most knowledgeable, professional and adept customer services agent I have spoken to in many years. He not only calmly and kindly explained what had happened but patiently took the time to resolve the issue and offer meaningful guidance.
16 januari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Nomanur,
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
Flat Sale Issues - unable to contact
HomeGround took over the freehold management of my building in 2022 on behalf of Adriatic Land 12 Limited.
Since then, communication has been extremely difficult. As a leaseholder, my relationship is via the management company, which means I do not have a customer number. Their phone system will not allow me to speak to anyone without one, and simply disconnects the call. Their online contact form requires login access, and emails go unanswered.
I am currently trying to sell my flat. My solicitor requires confirmation of who is authorised to receive Notice of Assignment under the lease. Despite multiple attempts to obtain clarity, no one will confirm responsibility.
As a result, the sale is now at risk. A basic legal query relating to notice requirements should not leave a transaction in limbo.
Very frustrating and disappointing.
Edit: I haven’t made a mistake. You won’t have a record of me on your system because you deal with HML on my behalf. I did send you two emails last week, but you didn’t reply to either. Your team replied to my solicitor on Friday, so I hope things are now resolved. I still haven’t received a reply to my email though.
26 februari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mr Weldon,
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 would like the opportunity to look into this matter for you and try and assist where I possibly can.
Please contact me directly at enquiries@homegroundonline.com with as much infromation as posisble and mark your email FAO Matt Paterson - Customer Services Manager.
UPDATE:
We have no record of your name on our customer database. Based on your enquiry, i believe you may be confusing us with your managing agent. I have reached out to you to request more information, but to date you have not responded. If this is an error and you have mistaken us with your managing agent, i politely request that you update your review to ensure it is accurate.
Kind regards,
HomeGround Customer Services Manager
Had the most helpful support through…
Had the most helpful support through the BsaLH cert process. I really wasn’t understanding what I needed to do and Samantha I was the most patient and helpful person, explaining clearly and giving guidance throughout. Thanks for the help.
16 februari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Ms Risoli,
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 Samantha 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
Good customer service
25 februari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mrs Broda,
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
I found a spelling mistake in my name
I found a spelling mistake in my name, so I emailed them with the necessary documents.
Anna from customer service responded instantly with the names corrected. Thank you so much Anna for the great job!
17 februari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Ahmed,
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
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