How do I make a general complaint?

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:

  1. Acknowledgement

We will acknowledge your complaint within three working days and request any additional information required.

  1. 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.
  1. 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/