Your Account
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Frequently Asked Questions
We have a FAQs section that contains a range of useful articles on leaseholds and the law and a list of links to helpful organisations.
We also recommend the government's leasehold advisory service (LEASE) at www.lease-advice.org, which has a free telephone helpline.
We also recommend that you contact your legal advisor.
(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.
Statement requests
To request a copy of your account statement, please log in to your HomeGround portal. You can request a statement on the My Dashboard screen under the Account balance option on the left of the screen. A statement will be emailed to you within 24 hours.
If you are experiencing problems with this or to request a statement without logging in, please use the Contact us form. A response will be sent to you within 3 to 5 working days
To switch to paperless, please log in to your HomeGround Portal. You can opt for paperless on the My Dashboard screen under My Details – Change, tick the “I prefer paperless communication” and save your option with the save button at the bottom of the My Details page.
For an easy to follow how to video click here.
If you are experiencing problems with this or would like the option to go paperless without logging in, please use the Contact Us form or call us on 020 3966 2974
HomeGround Management Limited is appointed by your freeholder, to collect ground rent and oversee the terms of your lease are met.
Non-payment of ground rent, rent charges, or service charges directly payable to your managing agent, constitutes a breach of lease, and will result in your account being frozen, and referred to third party solicitors.
If your account has been referred to third party solicitors, you may be liable for any legal fees incurred. HomeGround will not be able to discuss specific details of your account with you by phone or email, until this matter is fully resolved.
We urge you to speak with the solicitors handling your account as soon as possible. They will be able to assist you with any questions, or if you feel this breach has been reported incorrectly.
If you are experiencing financial difficulties and are unable to make payment, we urge you to seek Free independent and impartial advice through National Debt Line (www.nationaldebtline.org) and Citizens Advice (www.citizensadvice.org.uk).
HomeGround offers the following methods of payment.
HomeGround Portal
View and pay your invoices online; successful payments appear on your account straight away.
Automated payment line
Call 03300 887953 and follow the instructions. You will need your 12-digit customer reference number. Standard call rates apply. Calls from mobiles or landlines may be included in free call packages.
Sorry, but we do not currently accept direct debits or standing orders. We can offer payment plans in certain scenarios however these must be arranged and discussed with us directly. Please use the HomeGround portal or the automated phone line.
You will need your 12-digit customer reference number. Just call 03300 887953 and follow the instructions – do remember to press the # key after you enter your reference number. Standard call rates apply. Calls from mobiles or landlines may be included in free call packages.
We accept Visa, Visa Debit, Visa Electron and Mastercard.
HomeGround's banking services are supplied by Coutts & Co, part of the Royal Bank of Scotland Group. Our online payment services are supplied by SagePay and conform to their codes of conduct ensuring protection and privacy. Our automated phone system is PCIDSS Level 1 accredited, which is the highest possible level of accreditation and means that the security of your card is in good hands. For more information please see our terms and conditions and our privacy notice.
HomeGround does not apply any fees for payments made via the portal or the automated phone line. Please check with your card provider about processing charges associated with using your card.