Joanne Roque was truly amazing! After fifteen months off very protracted negotiations to buy our new apartment we were up to exchange off contracts but we were short of three questions to be answered... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I’m grieving the loss of my beloved sister and haven’t been on top of everyday life. I had an overdue bill and Anna (Customer Service Agent) managed my request for part payment with compassion she ev... See more
Company replied
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"... See more
Company replied
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 multip... See more
Company replied
4.8
Excellent
2k reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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.
Reply from 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 March 2026
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Reply from 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 March 2026
Unprompted review
Reply from 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 March 2026
Unprompted review
Reply from 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 March 2026
Unprompted review
Reply from 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 March 2026
Unprompted review
Reply from 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 March 2026
Unprompted review
Reply from 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 March 2026
Unprompted review
Reply from 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 March 2026
Unprompted review
Reply from 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 March 2026
Unprompted review
Reply from 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 March 2026
Unprompted review
Reply from 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 March 2026
Unprompted review
Reply from 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
Reply from 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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.