Frequently Asked Questions

To register you need the alphanumeric security key and the 12-digit customer reference you can find on either your welcome pack or your most recent invoice. We have created a quick overview of registering an account and, for best results, please view this video on a tablet or desktop computer.

When you first sign into your account you need to confirm the details already in our records. You will also need to reconfirm paperless billing. If you were previously using paperless billing this should be preselected. We have created a quick video showing you this screen and, for best results, please view it on a tablet or desktop computer.

After you have logged into your account you can update, or just check out, your contact details on the 'My Details' page. This video is a quick overview on how to do just that and, for best results, please view it on a tablet or desktop computer.

When you first sign into your account you need to confirm your details. The "Pay" button has also moved. We have tried to demonstrate what to expect when accessing your account for the first time and have created a quick video showing you this process. For best viewing results, please view this on a tablet or desktop computer.

HomeGround offers four different payment options:

1. Online via the customer portal
   • Log in to make a payment. This is the easiest way to pay and ensures your payment appears on your account immediately.
   • To register on our portal, please click here..
2. Phone payment on our automated line
   • Please call 03300 887953 and follow the instructions. You will need your 12-digit customer reference number so we can identify you. Standard call rates apply. Calls from mobiles or landlines may be included in free call packages.
   • Please note, payments made on the automated payment line may take up to 24 hours to appear on your account.
3. Other Methods
   • HomeGround are unable to accept provide a direct debit functionality.
   • If you are unable to pay by the above means, please contact us so we can see how we can help.

Paying your ground rent is usually a condition of your lease and is an unavoidable legal requirement. You will need to prove you have paid your ground rent before you can sell your lease or make property alterations. 

We issue ground rent demand notices 30 days before the due date (in accordance with the Leasehold Reform Act) and there are penalties for non-payment. If we have not received a payment from you 14 days after the due date, we send: 

• a first reminder letter, which will not incur a fee;
• a second reminder letter (7 days later), for which you are charged £55;
• if the invoice has still not been settled after another 7 days, then you will be charged a court referral fee of £120 and you will receive a letter informing you that your landlord has instructed solicitors to carry out enforcement action. 

If you have a query about a ground rent notice or reminder, or you have difficulty paying, then please contact us as soon as possible and we pledge to deal with your queries as effectively as possible. 

Unfortunately, ground rent is based on the property rather than on ownership and under the Limitation Act of 1980 you could be liable for up to six years of ground rent arrears. 

Your solicitor should have advised you about any ground rent arrears at the time of purchase. If they didn’t you may need to seek independent advice. 

If you pay using HomeGround's online system, you can view your payments on My Transacitons or request a statement emailed directly to you from your My Dashboard. 

If the sale is completed before the invoice is due to be paid, we will update our records and reissue the invoice to the new owner. 

If the sale is not completed by the date payment is due, as the leaseholder you remain liable for the ground rent and the outstanding amount will need to be settled in full. Your solicitor should arrange for you to be reimbursed by the purchaser for the period when you are not the leaseholder. 

The insurance placed by HomeGround covers the building against most fortuitous events, including fire, storm, flood and escape of water.

The policy will pay for the reinstatement of the property to as it was before the event. This includes damage to fitted kitchens, wooden floors, fitted bathrooms and the general fabric of the building.

Should there be an insured event that results in a property being uninhabitable then insurers will also provide alternative accommodation or loss of rent until it becomes habitable again.

The policy does not cover for wear and tear or maintenance costs and there is no cover for customers own contents or any personal liabilities if they sub-let.

For a copy of the policy wording or key facts document please contact our insurance team at insurance@homegroundonline.com or call us on 020 3966 2974.

Your contents are not covered under the buildings insurance and you should have your own insurance policy in place for this. Carpets within your premises are classed as contents therefore please ensure you include carpets within your own calculation.