We, both as the legal owners of our investment property, would like to share our positive view of excellent customer service from HomeGround through a dedicated Customer Services Advisor, "Jack Adams"... Voir plus
L'entreprise a répondu
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Lisez les avis des autres
Joanne Roque seems to be the only person at Hoe Ground who has taken many years of problems by the scruff of the neck and begun to deal with one by one in a logical manner. Her work and effort have b... Voir plus
L'entreprise a répondu
Struggling to download the documents I needed myself, I called the enquiry telephone number three minutes before their closing time of 4 pm. Not only did the customer service representative pick up ve... Voir plus
L'entreprise a répondu
I’m grieving the loss of my beloved sister and haven’t been on top of everyday life. I had an overdue bill and Anna (Customer Service Agent) managed my request for part payment with compassion she ev... Voir plus
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À propos de l'entreprise
Coordonnées de contact
4,7
Excellent
2 k avis
A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai de 48 heures
Comment cette entreprise utilise Trustpilot
Découvrez comment les avis de l’entreprise sont collectés, notés et modérés.
Samantha was very patient and helpful
Samantha was very patient and helpful. Appreciate her assistance
11 septembre 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Customer,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Samantha and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Frictionless process through online portal
The whole procedure seeking permission for home improvements was handled through HomeGround's portal. Response times were adequate and the whole process was reasonably effortless.
15 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Customer,
Thank you for taking the time to leave us a review. I am pleased to hear your experience with HomeGround was positive.
I would be grateful if you could share the name/s of the advisor/s who dealt with your enquiry, so that I can share your positive feedback with them.
Kind regards,
HomeGround Customer Services Manager
Great customer service
Queries resolved promptly and efficiently - well done to Nico & the team.
10 septembre 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mr Walker,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Nico and his manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
A pleasure
Zainab and the team were incredibly helpful and flexible with payments - thanks for making things easy!
10 septembre 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Ms Shanahan,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Zainab and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager.
Anna was super helpful
Anna was super helpful providing all the crucial information which I wasn’t made aware since I purchased the apartment 3 years ago . She had the patience to explain and how to plan the payments going forward to avoid getting extra fees .
She managed to help reduce the total outstanding amount which was super helpful .
Great asset to the company !
9 septembre 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Florin,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Anna and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager.
Nasty, parasitic company.
Homeground forced a management company on lessees without prior warning and without any consultation whatsoever. Lessees are now suffering excessive fees for the most basic standard of service imaginable. The secretive manner in which insurance providers are selected with all associated commissions is truly disturbing. I recently encountered deliberate obstruction and distortion during my enquiries relating to a lease extension. Small wonder the employees are all too cowardly to reveal their names. The government's reforms are needed without delay.
10 septembre 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mr B,
Thank you for reaching out to us. I am sorry to hear the experience you have had with HomeGround up to this point hasn’t been a positive one.
I have spoken with our Insurance Department regarding your concerns, and I understand this matter has been explained to you at length.
I note that you have raised a negative review several years prior on receipt of your insurance renewal invoice. I am sorry that our position remains unchanged and that i am unable to tell you anything different to what has already been explained clearly to you.
I am sorry you remain dissatisfied and would recommend you seeking your own independent advice on this matter.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Very good customer service
I rang very concerned that an issue woth my account to could adversely affect my house sale ... Jack answered my call and from the very start resussured me and helped me in resolving the issue
Very happy with the customer service I received
9 septembre 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Ms Roe-Gillan,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Jack and and his manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Thank you so much to Jodie who has turned a stressful situation into a positive experience!who has…
Thank you so much to Jodie who has dealt with my enquiry. She has shown a great understanding, customer service and professionalism. I am very grateful and its really much appreciated! You have really made my day by turning a very stressful situation in a positive experience!
29 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Ms Goia
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Jodie and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
What is insurance for??
My experience from this company was fine but recently I have been charged extra £550 compared to last year for insurance. The most likely possibility is that I had to claim for issue that happened in my flat, paid £400 access and they paid £420 from insurance. Now they are charging me £550 more this year! Now what is the definition of insurance, isn't it to pay over the years (ten I am paying them) and then use or claim when something happens. The issue is even worse. I dont have any option as this is the company that the land owner and management company is using and as leaseholder I cannot change the company!!
As an update after the reply from HomeGround, I am still not satisfied with the service. I don't find it fair to change yearly payment of £196 jumping £740 explainable.
3 septembre 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Ahad,
Thank you for reaching out to us. I am sorry to hear the experience you have had with HomeGround up to this point hasn’t been a positive one.
I have spoken with our insurance department regarding your concerns, and I understand this matter has been explained to you at length. I am sorry you remain dissatisfied.
As previously detailed in the invoice covering letters sent to you, the premium increase this year has resulted from a Reinstatement Cost Assessment (RCA) being carried out at the property. This process involves a detailed valuation by a chartered surveyor to determine the total cost of completely rebuilding a property from scratch, as if it were a total loss.
Items covered during this process cover expenses such as demolition, labour and materials, legal fees and compliance to building regulations.
The primary purpose is to establish the correct insurance value for a property, ensuring it is neither underinsured nor overinsured against events like fire or natural disasters. The RCA has highlighted the requirement for a significant increase to the buildings declared value, specific amounts were provided in the letter referenced above.
Please accept my apology for the delay in sending you the invoice for mid-term adjustment, as explained to you this was due to us querying the increase and reinstatement value with the surveyors aswell as us negotiating the premium with the broker/building insurer.
Despite your property still having a an EWS1 rating of B1, which indicates the presence of combustible materials and/or defects in the building's external wall system, we were able to negotiate a rating reduction with the insurer this year meaning that the renewal premium increase is proportionately lower than the increase in the reinstatement value.
I appreciate any increase in costs, especially in this current environment is particularly unwelcomed and I apologise for the inconvenience caused. I am confident that we have secured the best available product and services available to us.
As explained by our insurance team, we remain committed to offering you a payment plan to assist with these unexpected costs. Please contact our insurance team if you wish to proceed or have any further questions.
Kind regards,
HomeGround Customer Services Manager.
Clear and concise
What a clear, concise and fantastic guy Vincent is. On the ball and efficient.
Thank you kindly
John
2 septembre 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear John,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Vincent and and his manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Polite response to a small mistake with…
Polite response to a small mistake with a missing item on a form.
29 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mr Salt,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Samantha and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Professional support
Professional support, investigated the matter diligently and responded promptly to resolve my concern without delay.
26 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Riz,
Thank you for taking the time to leave us a review. I am pleased to hear your experience with HomeGround was positive.
I would be grateful if you could share the name/s of the advisor/s who dealt with your enquiry, so that I can share your positive feedback with them.
Kind regards,
HomeGround Customer Services Manager
Very helpful lady assisted with the…
Very helpful lady assisted with the paperwork quickly.
28 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mr Griggs,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Samantha and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Amazing service given by Rachel
Amazing service given by Rachel , understood the need & helped me out , thanks Rachel
28 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mrs Khanna,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Rachael and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
I spoke to Jack this morning
I spoke to Jack this morning. Jack was courteous very helpful. He resolved the issue and helped me to set up an online account.
28 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mr Khan,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Jack and and his manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Thank you Fraser
Thank you to Fraser for being so helpful over the telephone. He explained things thoroughly and was friendly and professional.
27 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Customer,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Fraser and and his manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Great customer service
Zainab was very helpful, and provided an acceptable solution in a timely manner.
27 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Ms Burn,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Zainab and and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Réponse de HomeGround Management Ltd
Dear Ms Cox,
Thank you for taking the time to leave us a review. I am pleased to hear your experience with HomeGround was positive.
I would be grateful if you could share the name/s of the advisor/s who dealt with your enquiry, so that I can share your positive feedback with them.
Kind regards,
HomeGround Customer Services Manager
Prompt Service
I requested an interest free payment plan. Within 2 days everything was set up. Got exactly what I requested.
A big thank you to Rachael !
20 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mr Hartgrove,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Rachael and and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
Impeccable service with a humane approach. Thank you Jodie K.
The online service I received from Jodie K was not only impeccable but also humane. In all my years of experience, it is rare to come across such a professional, courteous, and sincere approach. She showed understanding, a willingness to help, genuine interest, and an immediate response — qualities that made the collaboration not only effective but also pleasant.
20 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Andreas,
Thank you for taking the time to leave us a review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with Jodie and and her manager.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
Kind regards,
HomeGround Customer Services Manager
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