Your Account
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General
HomeGround is a specialist asset manager for residential property portfolios across England and Wales that are owned by freeholder and landlord companies. HomeGround looks after these portfolios on behalf of major institutional UK investors, such as pension funds.
Please start by checking all the FAQs. If you need more help then please use the contact form. Make sure you have given us enough detail so we can understand your query. You'll be given a case number to quote in future discussions about your enquiry.
For the best experience we recommend that you always log in first, then you won't have to fill in as many basic details: Sign in or Register.
If you have forgotten your password, you can reset it by clicking here.
We usually respond in 3–5 working days. You will get an email that either answers your query or asks you to log back in to the HomeGround portal to see the answer.
HomeGround is a specialist asset manager for residential property portfolios across England and Wales that are owned by freeholder and landlord companies. HomeGround looks after these portfolios on behalf of major institutional UK investors, such as pension funds.
HomeGround is here to help you, as a customer, to manage your rights and responsibilities as a leaseholder or freeholder.
On behalf of your landlord HomeGround:
- collects and administers ground rents and implements rent reviews
- arranges building insurance
- manages lease extensions, freehold purchases, landlord consents and title transfers.
No. HomeGround only collects ground rent and building insurance premiums.
Service charges are separate from your ground rent and are dealt with and collected by your building’s managing agent.
HomeGround is not involved with the maintenance or management of your building.
HomeGround is here to help you, as a customer, to manage your rights and responsibilities as a leaseholder or freeholder.
On behalf of your landlord HomeGround:
- collects and administers ground rents and implements rent reviews
- arranges building insurance
- manages lease extensions, freehold purchases, landlord consents and title transfers.
(1) This summary, which briefly sets out your rights and obligations in relation to administration charges, must by law accompany a demand for administration charges. Unless a summary is sent to you with a demand, you may withhold the administration charge. The summary does not give a full interpretation of the law and if you are in any doubt about your rights and obligations you should seek independent advice.
(2) An administration charge is an amount which may be payable by you as part of or in addition to the rent directly or indirectly:
- for or in connection with the grant of an approval under your lease, or an application for such approval
- for or in connection with the provision of information or documents
- in respect of your failure to make any payment due under your lease or
- in connection with a breach of a covenant or condition of your lease.
If you are liable to pay an administration charge, it is payable only to the extent that the amount is reasonable.
(3) Any provision contained in a grant of a lease under the right to buy under the Housing Act 1985, which claims to allow the landlord to charge a sum for consent or approval, is void.
(4) You have the right to ask a First-tier Tribunal whether an administration charge is payable. You may make a request before or after you have paid the administration charge. If the tribunal determines the charge is payable, the tribunal may also determine:
- who should pay the administration charge and who it should be paid to
- the amount
- the date it should be paid by and
- how it should be paid.
However, you do not have this right where:
- a matter has been agreed to or admitted by you
- a matter has been, or is to be, referred to arbitration or has been determined by arbitration and you agreed to go to arbitration after the disagreement about the administration charge arose or
- a matter has been decided by a court.
(5) You have the right to apply to a First-tier Tribunal for an order varying the lease on the grounds that any administration charge specified in the lease, or any formula specified in the lease for calculating an administration charge is unreasonable.
(6) Where you seek a determination or order from a First-tier Tribunal, you will have to pay an application fee and, where the matter proceeds to a hearing, a hearing fee, unless you qualify for a waiver or reduction. The total fees payable to the tribunal will not exceed £500, but making an application may incur additional costs, such as professional fees, which you may have to pay.
(7) A First-tier Tribunal has the power to award costs, not exceeding £500, against a party to any proceedings where:
- it dismisses a matter because it is frivolous, vexatious or an abuse of process or
- it considers that a party has acted frivolously, vexatiously, abusively, disruptively or unreasonably.
The Upper Tribunal (Lands Chamber) has similar powers when hearing an appeal against a decision of a First- tier Tribunal.
(8) Your lease may give your landlord a right of re-entry or forfeiture where you have failed to pay charges which are properly due under the lease. However, to exercise this right, the landlord must meet all the legal requirements and obtain a court order. A court order will only be granted if you have admitted you are liable to pay the amount or it is finally determined by a court, a tribunal or by arbitration that the amount is due. The court has a wide discretion in granting such an order and it will take into account all the circumstances of the case.
We may not have your correct contact details or preferences if:
- your previous agent has not passed them on
- you have rented out your property and not updated us about the change in your correspondence address
- you have recently purchased your property and we have not been informed about the change in ownership, in which case please check with the solicitor or conveyancer who dealt with your purchase that a notice has been served on the freeholder about the sale.
You can check and update your correspondence address and method in your account on the HomeGround portal under the My Details option.
If you are already registered on the HomeGround portal but need help resetting your password, please click here.
To register on the HomeGround portal you will need your 12-digit customer reference number and your security key, which can be found in the welcome pack that was sent to you when we first acquired your property and on our invoices. If you need help with your security key and customer reference number, please complete an enquiry form.
To register, please click here.
The records passed on to HomeGround from your previous freeholder, after our client purchased the freehold of your property, show that you had not paid your ground rent for the periods shown on the invoice.
If you have paid this ground rent to your previous freeholder (or their agent), please send us documentation showing the payment, such as a bank statement or a receipt from the previous freeholder.
Once we receive documentation that proves payment, the arrears charges are marked as disputed on our system with ** while we try to obtain that payment from your previous freeholder.
We can experience delays in sorting out arrears and if you do receive a ground rent invoice for the next period, please ignore the charges marked ** as we do not expect you to pay them. Your total outstanding balance on your account will also exclude the charges in dispute.
Please contact us if you require additional information about an invoice for arrears.
No. HomeGround only collects ground rent and building insurance premiums.
Service charges are separate from your ground rent and are dealt with and collected by your building’s managing agent.
HomeGround is not involved with the maintenance or management of your building.
If you have already registered on the HomeGround portal
When you first registered on the HomeGround portal you received an email with your login details. Your username is the email address you used when you completed the registration process. For security reasons, we do not keep a copy of your password. If you have forgotten your password, please reset it here:
We will email you a link to reset your password – the link expires after 4 hours.
If you have not yet registered on the HomeGround portal
Registering is easy. You will need your 12-digit customer reference number and your security key, both of which can be found on a HomeGround invoice and on our welcome letter. To register your personal account on the HomeGround portal:
Introduction - what happens when things go wrong?
HomeGround is committed to delivering a consistent and professional standard of service. However, we recognise that issues may occasionally arise. When a complaint is raised, our management team will review the matter in full and provide a clear response within the timeframes set out in this procedure. We aim to resolve all complaints within eight weeks of the date it was logged.
Independent redress schemes & regulation
HomeGround is a member of relevant Government approved redress schemes and is also regulated by the ICO, depending on the type of complaint raised.
- The Property Ombudsman Service (TPOS) – general service-related complaints.
- The Financial Ombudsman Service (FOS) – insurance - related complaints.
- The Energy Ombudsman Service (EOS) – energy - related complaints.
- The ICO - complaints about how organisations collect, use, store, share, or protect personal data under UK GDPR and the DPA 2018.
You may refer your complaint to the appropriate body once you have received a final viewpoint/response letter, or after eight weeks have passed since you first raised your complaint.
What is not covered by our procedure?
Complaints not covered include but are not limited to:
- Ground rent levels or increases.
- Concerns relating to the performance of your managing agent or property management company, including service delivery and maintenance issues.
- Lease terms, covenants, or enforceability.
- Insurance premiums, commission fees or choice of insurer.
- Identification requirements for Subject Access Requests.
- Complaints written entirely by AI tools. We will review your complaint but if we believe it has been generated using AI, we may ask you to resubmit it in your own words so we can accurately assess your concerns.
Please include:
- Your full property address including postcode.
- Your 12‑ digit HomeGround customer reference number.
- A summary of your concerns in your own words.
- Any supporting correspondence or evidence.
General complaints
All complaints should be addressed to the Customer Services Manager. You can submit a complaint by email or post only. If you need to call us first, you can reach us on 020 3966 2974.
How to make a complaint?
Email: enquiries@homegroundonline.com.
Post: HomeGround, PO BOX 81918, London WC1A 9WH.
Our general complaints process consists of three steps; an initial acknowledgement, a complaint investigation outcome and a final viewpoint letter, where applicable.
Our commitment:
- Acknowledgement
We will acknowledge your complaint within three working days and request any additional information required.
- Complaint investigation outcome
Our Management Team will investigate your complaint and provide a full written response within fifteen working days. If more time is needed, we will inform you before the deadline. Our response will:
- Explain our findings.
- Acknowledge and apologise for any identified service failures.
- Outline steps to prevent similar issues.
- Offer redress where appropriate.
- Final viewpoint letter
If you remain dissatisfied upon receipt of your complaint investigation outcome, you may continue corresponding with us. We will review any further information you provide.
If we reach a point where a further review will not resolve the matter, we will issue a final viewpoint letter, within eight weeks of the date your complaint was logged. Our response will:
- Confirm our internal complaints process is complete.
- Explain our final position.
- Outline your right to refer the matter to the relevant Ombudsman.
The Property Ombudsman Service (TPOS)
If you are dissatisfied with our response, you may have the right to refer your complaint to the Property Ombudsman Service. You can contact them using the following details:
The Property Ombudsman
Milford House 43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Phone: 01722 333306
Website: https://www.tpos.co.uk/
Insurance Complaints
In line with FCA requirements, we will aim to provide a final response to your complaint within four weeks. If we are unable to do so, we will write to you explaining the reason for the delay and provide an update.
Insurance Complaints
At Homeground, we are committed to delivering the highest standards of service. We have established procedures to investigate and address insurance-related complaints. While we strive to meet the expectations of all our customers, we recognise that there may be occasions when we fall short.
If you have a complaint, we encourage you to contact us directly so that we can investigate and resolve the matter promptly. Our complaints procedure is designed to ensure a fair and efficient resolution.
How to Contact Us
You can contact Homeground using the following methods:
- Email: insurance@homegroundonline.com
- Post: HomeGround, PO Box 81918, London, WC1A 9WH
- Telephone: Leave a message on our dedicated Appointed Representative phone line: 020 3966 2974
To help us investigate your complaint efficiently, please address your email or letter to the ‘Insurance Manager’. Kindly include the full property address with postcode related to your query, as well as your unique 12-character reference number.
Our Commitment
- We will aim to resolve your complaint within three working days and confirm this in writing.
- If we are unable to resolve your complaint within three working days, we will acknowledge your complaint promptly and keep you informed of our progress.
- We aim to provide a final response to your complaint within four weeks. If we are unable to do so, we will write to you explaining the reason for the delay and provide an update.
- If your complaint remains unresolved after eight weeks, we will write to you again to explain the reason for the delay and advise you of your right to refer the matter to the Financial Ombudsman Service (if applicable).
Financial Ombudsman Service
If you are dissatisfied with our response, you may have the right to refer your complaint to the Financial Ombudsman Service. You can contact them using the following details:
- Post: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
- Tel: 0800 0234 567 (from landline) or 0300 123 9123 (from mobile)
- Email: complaint.info@financial-ombudsman.org.uk
Whether or not you choose to make a complaint to us or refer your complaint to the Financial Ombudsman Service, your statutory right to take legal action will not be affected.
HomeGround Management Limited - 30 July 2026
Our energy complaints process consists of three steps; an initial acknowledgement, a complaint investigation outcome and a final response letter, where applicable.
How to make a complaint?
Email: enquiries@homegroundonline.com
Post: HomeGround, PO BOX 81918, London WC1A 9WH
Our commitment:
- Acknowledgement
We will acknowledge your complaint within three working days and request any additional information required.
- Complaint investigation outcome
Our management team will investigate your complaint and provide a full written response within Fifteen working days. If more time is needed, we will inform you before the deadline. Our response will:
- Explain our findings.
- Acknowledge and apologise for any identified service failures.
- Outline steps to prevent similar issues.
- Offer redress where appropriate.
- Final response letter
If you remain dissatisfied upon receipt of your complaint investigation outcome, you may continue corresponding with us. We will review any further information you provide.
If we reach a point where a further review will not resolve the matter, we will issue a final response letter, within eight weeks of the date your complaint was logged. Our response will:
- Confirm our internal complaints process is complete.
- Explain our final position.
- Outline your right to refer the matter to the relevant Ombudsman.
Energy - related complaints – Energy Ombudsman Service (EOS)
If you are dissatisfied with our response, you may have the right to refer your complaint to the Energy Ombudsman Service. You can contact them using the following details:
Energy Ombudsman Service
Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF
Phone: 0330 440 1624
Website: https://www.ombudsman-services.org/sectors/energy
HomeGround Management Limited - 30 July 2026
Data protection complaints
Customers who believe HomeGround has infringed data protection legislation may raise a data protection complaint with us. They also have the right to complain to the ICO at any time. This right is detailed in our Privacy Notice, which is issued with all welcome letters and available on HomeGround’s website, and is reiterated in our Subject Access Request responses.
Examples of data protection complaints include, but are not limited to:
- The way we’ve responded to your subject access request (SAR), or other rights request.
- The security measures we’ve used to store your information; or how we’ve collected or used your personal information.
How to make a complaint?
All complaints should be addressed to the Data Protection Officer. You can submit a complaint by email or post only. If you need to speak with us first, you can call us on 020 3966 2974.
Email: enquiries@homegroundonline.com.
Post: HomeGround, PO BOX 81918, London WC1A 9WH
Our Commitment:
- Acknowledgement
We will acknowledge your complaint within thirty days and request any additional information required.
- Final response letter
We aim to provide a full written response to your complaint within eight weeks. If we are unable to do so, we will write to you explaining the reason for the delay and provide an update.
If your complaint remains unresolved after eight weeks, we will write to you again to explain the delay, this will not affect your right to refer your complaint to the ICO at any time.