Frequently Asked Questions

The landlord’s offer will be made on the basis that the ground rent continues to be payable for the original term of the lease (inclusive of any reviews), and thereafter reverts to a peppercorn for the duration of the extension period. This offer is made in compliance with the provisions of the Leasehold Reform (Ground Rent) Act 2022.

As the legal owner of a leasehold property you may be required to obtain permission from your landlord (usually called consent) before housing a pet. We suggest you check your lease before completing the application form because if there is a strict ‘no pets’ restriction in your lease, your landlord will not grant consent.

The application to house a pet can be completed through your account on the HomeGround portal – where you can also check a copy of your lease.

The application process is quick and easy and we respond within 3–5 working days. Once your application is received, we assign it a case number. Please quote this case number every time you discuss your application with us.

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.

You can view, filter and search for FAQs as required and some direct links to FAQs are scattered throughout the site. This video is a general overview and, for best results, please view it on a tablet or desktop computer.

This video shows the functionality of the HomeGround home page, which is the landing page and most of the website can be entered from here. For best results, please view it on a tablet or desktop computer.

From time to time general important notices will appear as a banner when you open the screen. Please take time to read these before clicking OK and closing them.

One of the easiest ways to get in contact is to use our online contact form. This video gives a general overview of how to do just that. For best results, please view it on a tablet or desktop computer.

You can make a payment on your account either by paying your balance or by selecting the relevant items to pay. The payment is immediately associated to your account. This is the recommended way to make payments. For best results, this video should be viewed on a tablet or desktop computer.

You can access most places of your portal account from the dashboard. You can view your cases and transactions, update your account details and even go to your document area. Your dashboard is a snapshot of your account. For best results, this brief overview video should be viewed on a tablet or desktop computer.

In the 'My Cases' area you can: view all your cases, both old and new; you can raise a new case and your details will be inserted directly from your account. For best results, please view this video on a tablet or desktop computer.

You can view, filter and search your transactions in the 'My Transactions' area. For best results, this quick overview video should be viewed on a tablet or desktop computer.