Since Wednesday 18th March all our operational staff have been working from home to comply with Government advice and restrictions in response to the coronavirus (Covid-19). We have been able to maintain a full service across all our customer facing teams using e-mail and online contact methods. We are unable at present to operate our customer telephone contact centre but are communicating with all customers through the secure customer portal on our website or by e-mail at email@example.com. Customers can still make automated card payments by phone on 020 3966 2974 and selecting Option 1, in addition to the secure online payment option via the customer portal.
Due to our office closure we are receiving and distributing post and documents delivered to our PO Box address, although not on a daily basis. We regret that any correspondence, payments or documents sent by post or other physical delivery service that arrived after Friday 20th March will not be processed within our usual published turnaround times. We strongly urge any customer or conveyancer with an urgent query or transaction to send communications using the Contact Form on our website, or via e-mail to firstname.lastname@example.org.
Customers, conveyancers and any other party who needs to make a payment can also send this to us via BACS.
Please rest assured that our teams are dealing with all customer queries and applications sent by e-mail or online within normal published response times. All e-mail and customer portal communications are being reviewed on receipt and any urgent matters, including time sensitive documents regarding the sale of your property will be prioritised.
If you are contacting HomeGround regarding a repair or maintenance issue please contact your managing agent first, which is the company you pay your service charges to.
If you need to report an insurance claim, you should use the contact details shown on the insurance certificate sent to you.
From 18th March 2020, all further arrears processes were put on hold until further notice, and no new late payment fees will be added to accounts during this time. Payments can still be made as normal via our website and automated telephone payment line. If any customer with arrears is in financial difficulty because of the Covid-19 outbreak you should contact us via the customer portal or on email@example.com so that we can review your case.
We are sorry that we cannot take customer phone calls at present, and HomeGround apologises for the inconvenience this situation causes to our customers. We are however continually reviewing how our services can be improved during this difficult period and will continue to update you here as well as in our automated e-mail responses.
Please stay safe and well during this difficult time. We encourage you all to #stayhomesavelives.