Frequently Asked Questions

As our customer you can control and manage your details on our website: 

  • change your billing address and preferences 
  • pay your ground rent invoices 
  • view your account summary 
  • apply for service, such as consent for alterations or a lease extension 
  • request a refund 
  • add an authorised person to manage the account on your behalf. 

You can also contact us by: 

  • enquiry form on the website 
  • email at enquiries@homegroundonline.com 
  • phone on 020 3966 2974 
  • writing to us at HomeGround Management LtdPO Box 6433London W1A 2UZ 

Please remember to quote your 12-digit customer reference number on all correspondence, which you can find on HomeGround invoices. If you do not have this information, please give us your full property address with the postcode. 

So that we can amend our records if you have changed your name, please send us a copy of either your marriage certificate or a deed poll. 

You can send us the document by logging into the portal and using the enquiry form. 

To notify HomeGround about the death of the owner of a property, please could you send us a copy of: 

  • the death certificate and
  • the grant of probate (if this is not available, then please send us a copy of the will that shows details of the executors). 

You can send us the documents by logging into the portal here and using the enquiry form. 

We recommend that you seek legal advice about how to transfer ownership of the property. 

HomeGround is committed to providing a good standard of service to our leaseholders and residenowners and their solicitors, in fact, to anybody who needs to contact us. If we have not met the high standards we set foourselves, then please let us know. 

We commit to carefully reviewing what has happened, to giving you a full and transparent explanation, to learning from oumistakes, and to using your feedback to improve our procedures and staff training. 

Our insurance services complaints procedure is designed to deal with situations involving ouservice to you, for instance: 

  • Failure to respond to communications and requests within a promised timescale 
  • Inaccurate or unhelpful communication 
  • If a member of our staff has been rude, dismissive or unprofessional with you 
  • You believe you have been discriminated against or treated unfairly by us. 

Your complaint will be dealt with under the requirements of the Financial Conduct Authority (FCA). To learn more about the redress scheme offered by the FCA, please visit  https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm 

If you would like  a physical copy of the consumer leaflet we’d be happy to send you one. 

Making a complaint

Please address your complaint to the Customer Service Manager. You will need to supply: 

  • you12-digit customer reference number 
  • the full property address and postcode of the original query 
  • a summary of why you feel we have failed in our service delivery 
  • a list of the dates of previous contact with HomeGround 
  • copies of relevant correspondence that supports your concerns  

You can send your complaint by: 

What happens next?

The Customer Service Manager will investigate the issues you have raised and may contact you for further information if necessary. 

HomeGround commit to: 

  • Acknowledging receipt of your complaint within 3 working days 
  • Asking you for any additional information needed to fully investigate the issue 
  • Providing you with a full response no later than 15 working days from the date we first receive your complaint – if we need longer well tell you before the 15 working days are up 
  • Clearly explaining the outcome we believe is appropriatto resolve your complaint 
  • Acknowledging any mistakes HomeGround have made or any poor service we have delivered and to apologising 
  • Confirming how we intend to avoid such errors in future 
  • Offering any redress that may be appropriate. 

If you are not satisfied with the resolutioseout in our response letter, you have a further 15 workindays to ask us to review the issue furtherIf we do not hear back from you within that time, we will consider the issue resolved and the complaint will be closed. 

Complaints Stage 2

HomeGround recognise that after receivinour response you may consider that we have not taken into account some additional, relevant information, or that we have made an error in our review. For these reasons, and to ensure that we offer a robust procedure, we offer a second review stage. 

Please address further correspondence to the Complaints Officer, clearly marked Stage 2 Complaint, together with any other material you want uto take into account, and send by: 

The Complaints Officer will: 

  • Acknowledge receipt of your Stage 2 complaint within 3 working days 
  • Aim to provide you with a full response within 10 working days of your referral, and will let you know if additional time is required 
  • Review our original response and resolution, together with any further representations or material you send us 
  • Check the handling of your complaint and our response times from the original date of receipt 
  • Confirm whether onot the original resolution of your complaint is being upheld and, if not, how we now intend to resolve it 

If we do not hear back from you within 15 working days of our response to your Stage 2 complaint, we will consider the issue resolved and the complaint will be closed.  

If you are still unhappy

While our intention is to resolve all complaints to the satisfaction of all parties, we recognise that in some cases this will not be possible. If at any stage of thcomplaints process we feel that further referral or review is not appropriate we will send you a final viewpoint letter. At which poinyou can refer your complaint to the Financial Ombudsman. 

The FCA referral service is free of charge, but you must contact them within six months of the date of the final viewpoint letter. If you do not contact the Financial Ombudsman in time then HomeGround will not give permission for them to consider the matter (unless the Financial Ombudsman believes the delay resulted from exceptional circumstances). 

Before approachinthe ombudsman we strongly advise you to read their guidance on the types of complaint they investigate and what you should do before referring a complaint. 

To learn more about the redress scheme offered by the FCA, please visit  https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm 

If you would like  a physical copy of the consumer leaflet we’d be happy to send you one. 

You have the right to refer any complaint to a different body, such as a court. 

HomeGround Management Limited - 9 January 2019

If you have more than one property you can run them all with one group account. You can then apply for consent requests, make payments or download documents for all your properties with a single log in.

If you would like a group account you need to contact us to set it up. After we group your accounts your log in will remain the same and you can manage your accounts as before. The only difference is that you will need begin by selecting the property you want to deal with for property specific requests.

You can access and download a copy of your lease from your account on the customer portal for free. Alternatively, we can supply you with a duplicate copy of your lease.

If you are thinking about letting your property you might need to seek consent from your landlord first. To find out more about this process, please login to our online portal here.

As part of the sale process you may need to:

  • give your solicitor your landlord's details
  • provide proof that your ground rent has been paid
  • supply a seller’s pack – also known as a management or assignment pack – please use our contact form.

If we have been appointed to collect and organise your ground rent on behalf of your landlord, you should also pass on our contact details to your solicitor.

We can only discuss the freehold, subletting, alteration or pet consent details with the legal owner of a property. If you have such questions before you buy a property and the current owner cannot answer them, then please ask them to contact us.

Yes. Normally, a leaseholder needs their landlord’s written approval, or consent, before making any alterations. This is not only to make sure that any alterations do not adversely affect the structure or insurability of the building but is also for the benefit of other residents within the building. You can apply for consent to make alterations through the HomeGround portal. To login to your account, please click here.