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News
Information for our Customers: HomeGround Closing Times – Christmas and New Year festive period
We take this opportunity to extend our best wishes to all our customers in advance of the festive season, and for the new year to come. Please note that HomeGround’s office will close at 4.00pm on Thursday 24th December 2020 and reopen at 9am on Monday 4th January 2021. Our Customer Telephone Contact phone lines will reopen at 10:00 am on Monday 4th January 2021.
Important Information – Outstanding ground rent or Insurance premium
If you currently have an outstanding balance on your account you may have received a notification letter from us to remind you about your balance and to request that you contact us if you are in financial difficulty or if you have a query with your account. Please ensure you read more to avoid any issues with your account.
COVID-19 update for customers – 14th September 2020
All our operational teams serving our customers are continuing to work from home in light of the ongoing public health guidance and restrictions in response to the coronavirus (Covid-19). Since March 2020, through remote working, we have been able to maintain a full service across all our customer facing teams using e-mail and online contact methods. Please also take time to review HomeGrounds other news updates on insurance renewals and our arrears process update.
Logging in and Making a Payment for the First Time
If you are struggling to login or make a payment, please take a moment to view these videos. Should you still experience difficulties, please ensure you let us know the details of your account, of the browser (Chrome, Internet Explorer, Firefox, Microsoft Edge, Safari) and your operating system (Windows 10, macOS 10.15 (Catalina), Andriod 10, IOS 13.1). This will help speed up our assistance to you.
HomeGround’s customer telephone contact centre
We are delighted to announce that HomeGround now has a dedicated telephone line so that our customers can call us if they need to. Many customers have requested the option to contact us by phone, and our decision to introduce this service involved careful consideration of customer feedback alongside the need go on delivering service improvements across all our communication routes.
HomeGround a signatory to the Government’s Public Pledge for Leaseholders
On 26th March 2019, HomeGround signed its name to the Ministry for Housing, Communities and Local Government’s Pledge to address a number of issues in the residential leasehold sector.
HomeGround’s Ombudsman Redress Scheme changed on 1st August 2018
Earlier this year, The Ombudsman Service Limited, one of the three Government approved independent Redress Scheme providers, announced that it would be withdrawing from the property sector, and ceasing to offer consumer redress services for its property company members’ customers.