Alex N was extremely helpful in helping me deal with settling the balance on my late mum's account. He was very patient and remained on the line until all had been sorted. Excellent customer service f... Toon meer
Bedrijf heeft geantwoord
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Ciaran the senior customer services advisor has been very helpful. I asked for a special circumstance consideration to be made as a one off and my request was accommodated by Ciaran who listened to m... Toon meer
Bedrijf heeft geantwoord
I had previously incurred a late fee but was unaware of this until I pooed on line to pay my yearly fee. I paid my fee but contacted customer services regarding the late fee. I had a quick response wi... Toon meer
Bedrijf heeft geantwoord
Jack has been absolutely outstanding in helping with the sale of our property. Homeground has been very straightforward and always helpful
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- enquiries@homegroundonline.com
- www.homegroundonline.com
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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
Inflexible and intransigent approach to…
Inflexible and intransigent approach to what I considered a reasonable request for permission to install an EV charger in a dedicated parking area. I'm afraid that whilst the individual staff member who responded was very polite the company approach was clearly this is in the "too difficult tray" and lets just kick it down the road for now. Unhelpful and unreasonable in my view.
13 februari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Customer,
I am sorry to hear the experience you have had with HomeGround up to this point hasn’t been a positive one.
Thank you for your email and the additional information you have kindly provided. I am sorry to hear of your concerns, and I do understand the frustrations you have explained.
As per our direct email conversation, the area in question remains part of the building’s communal and structural footprint and is not demised to individual leaseholders. As such, this area is retained by the Freeholder and, there is no obligation under the terms of the lease for the Freeholder to permit individual installations or alterations within this space.
HomeGround is currently liaising with market leaders in EV charging across our portfolio to look at a wider solution. Any installation of EV chargers will be done so development-wide, rather than on an individual basis.
This approach is intended to ensure consistency, fairness between leaseholders, and proper oversight of matters such as electrical capacity, fire safety, ongoing maintenance, liability, and insurance implications for the building as a whole.
I regret to inform you that our decison to refuse your request cannot be changed at this stage. I am sorry this will not be the news you were hoping for but i am grateful for you raising your concerns with me.
Kind regards,
HomeGround Customer Services Manager.
Great Service
Alex was extremely helpful and explained what we needed to do. Great customer service.
12 februari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mr Wood,
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
I wanted some advice on a password reset…
I wanted some advice on a password reset, which just wasn't happening online. So I gave customer services a call, and rather than the usual computer says no answer. Jack on the other end of the phone couldn't be more helpful, utilising his initiative to come up with a solution, which most people would have given up on upon first attempt. I've been having no luck getting into my account for about 7 years, and Jack cracked the code. Honestly his supervisor/manager need to give him recognition for his awesomeness.
11 februari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Dave,
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
Alex was very knowledgeable
Alex was very knowledgeable, professional and extremely patient dealing with my Enquiry
11 februari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mrs Kelly,
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
The HomeGround Team (Jodie) appreciated…
The HomeGround Team (Jodie) appreciated that I made a genuine mistake with regards to the balance of the account. She communicated extremely quickly, and we were able to rectify the email account to remove any issues going forward. Her service was really appreciated.
6 februari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Paul,
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 Jodie 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
Nico was great and resolved issue…
Nico was great and resolved issue quickly. Thanks Nico.
5 februari 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 Nico 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
Samantha was fantastic
Samantha was fantastic. It is difficult to navigate the document in question and to understand exactly what information to include. She brought clarity to the questions for which I am very grateful.
4 februari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Dr Freemont,
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
Samantha was both flexible with her…
Samantha was both flexible with her requirements and helpful with the detail required, when I had made a mistake.
2 februari 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 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
A prompt and friendly response from Jodie, supplying the information I had requested and offering further assistance should I need it. Thank you.
2 februari 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 Jodie 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
Fabulous customer service !!
Fabulous customer service !! Jodie was extremely helpful and made us feel valued as customers !! Keep up the good work.
2 februari 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 Jodie 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
customer service very helpful
customer service very helpful. swift response to enquiry and reply to confirm receipt of documents
2 februari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mr Date,
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
Quick to response my emails and answer…
Quick to response my emails and answer all of my queries
15 januari 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
Prompt and sensitive response
I raised a sensitive query and it was dealt with swiftly and sympathetically by Rachael from the Customer Service Team
28 januari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Ms Lynch,
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 Rachael 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 customer service is excellent and…
The customer service is excellent and always reply promptly to my emails . They take the time to listen and deal with your questions. Thank you x
30 januari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Ms Watkinson,
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 Nico 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
Resolving an Account Balance Query
I received my ground rent invoice and if paid before the due date you get £10 off; however my account balance was a different value to the invoice which was not clear as to why and Rachel W investigated this and responded in a timely manner with enough information to allow me to understand that the balance was accurate. My emails sent up to this point were responded to quickly and efficiently. Thanks
28 januari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Mr Eccleston,
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 Rachael 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 was very helpful with my query
Samantha was very helpful with my query
28 januari 2026
Review zonder uitnodiging
Antwoord van HomeGround Management Ltd
Dear Ms Buffery,
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
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