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
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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
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I firstly spoke with rachel who helped…
I firstly spoke with rachel who helped me out with my issue then a manager, jodie. In my opinion they both went out of their way to help with my situation, and i really appreciate them both for what they did for me, thank you both again.
22 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Danny,
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, Jodie and and their 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
Extremely poor
Shocking company. Regular errors with invoicing and and account management leading to scaremongering emails which threaten court action. I received an invoice request from Homeground for £50 ground rent charge via letter dated 08/08/25 (which arrived on 18/08/25) which was due on or before 01/10/25. I then received an email from Homeground on 21/08/25 at 12.02am which stated that my account was 'severely' in arrears and I had ignored the 2 payment reminders (I had not ignored any reminders as the account was not in arrears). Because of this, if I did not pay in full, I would be pursued by a 3rd party and have my account frozen. The amount which was being demanded of me was £220 rather than the £50 invoice I'd received days earlier. I emailed back almost immediately and received an automated response telling me that I would receive a reply within 3-5 working days which would have taken me beyond the deadline imposed on Homeground before their 'legal action'. I called Homeground and did get through almost immediately. I answered some security questions and then was sighed at by the female I spoke to when I insisted that she was providing me incorrect information regarding the account. They do not offer a call back as they cannot/will not conduct outbound calls but after 18 minutes of sounding confused I was offered to either be put on hold again but the phone lines stop at 4pm so it may be better to call back another day as the account was actually being handled by a 'senior'. I was given incorrect information, lied to about my account and accused of ignoring payment reminders which had never arrived. Really poor on all levels of process and customer service.
21 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mr Sutherland,
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.
As a business we pride ourselves on delivering an excellent customer experience and will always work quickly to correct any errors made.
HomeGround Management LTD are appointed to act on behalf of freeholders, to collect ground rent from property owners, legally required to pay this, as per the terms of their lease, or an official copy of register title.
Ground rent invoices are sent well in advance of the due date stipulated in a lease and any late payment fee is only ever added as a last resort, once our internal processes have been exhausted. To be clear, all leaseholders are legally required to pay their ground rent on or before the due date outlined on the invoice and Homeground is not legally bound to chase this payment.
On review of your account, I am concerned that your review does not truthfully reflect the status of your account. Your account has incurred a series of late payments, which is why your account has been subject to our arrears process. I can confirm we have also removed late fees in the past as a gesture of goodwill to support you. We have been clear that any further late payment fees would not be removed.
To address your customer service concerns, I have personally listened to the call between you and a HomeGround member of staff and I am satisfied that your call was handled correctly and professionally. I do recognise that your call should have been escalated to a senior member of staff or a callback arranged, both of which are possible and apologise for this. Feedback has been provided internally.
I have personally reached out to you today to discuss your account and have proposed a fair resolution to help bring this matter to a conclusion.
Kind regards,
HomeGround Customer Services Manager.
Réponse de HomeGround Management Ltd
Dear Mr Mansfield,
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 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
Réponse de HomeGround Management Ltd
Dear Mrs Kokkinaki,
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 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
Jack
Jack, was truly superb. Answered my query promptly with professionalism. Truly outstanding service.
21 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mr Hayes,
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 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
HomeGround Management are extremely…
HomeGround Management are extremely helpful.Always willing to help. Anna provided building insurance policy which I needed urgently. Thank you Mark
20 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mr Picken,
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
Efficient service …
I made an enquiry and the automated reply was that I would have to wait awhile for a reply. Ten minutes later Zainib contacted me and a further ten minutes later. My enquiry was answered. Amazing efficient service. Thank you
20 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mrs Jones,
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.
In reference to your refund, I have spoken with our finance team and requested that this is processed as soon as possible for you.
Kind regards,
HomeGround Customer Services Manager
Big thank you to Jade S
Big thank you to Jade S. from Home Ground for her work and help with my matter. She is absolute star ⭐
Very helpful and nice, also super fast with sorting the documents I needed. Pleasure to deal with her. Thank you Jade :)
18 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Sylwia,
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 Jade 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
Speaking to a human
Jack !what an amazingly kind and understanding gentleman. A true ambassador to the business
18 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Ms Haley,
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 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.
In reference to your refund, I have spoken with our finance team and requested that this is processed as soon as possible for you.
Kind regards,
HomeGround Customer Services Manager
Very quick response from Fraser M
Very quick response from Fraser M
Had a tight deadline for documents needed and Fraser sent these back to me within the hour. thank you
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 have shared your feedback with Fraser 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
Both advisors were very quick in…
Both advisors were very quick in response and gave me the info I requested therefore enabled me to deal with the situation promptly
13 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mr Jansen,
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
Understanding and Very Helpful.
Financial difficulties are very stressful, so to have such a helpful and reassuring person to speak to on the other end of the phone as Jack Adams was today, made a huge difference in trying to sort a problem. Thank you Jack it was very much appreciated.
15 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Ms Oliver,
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 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
I have problems using the key board due…
I have problems using the key board due to severe arthritis, the gentleman who dealt with me was so helpful he gave me advice on standing orders dates, reference numbers etc, with out making me appear stupid. THANKS AGAIN (my grandson is doing this for me)
15 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Ms Willis,
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
Excellent customer service
Anna was polite, competent and efficient.
She said she would email me with the information I required within 5 minutes of finishing our call, and she did.
How refreshing, thank you Anna.
14 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Ms Middleton,
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
Amazing service from Anna V
Always found dealing with Homeground very easy and their portal is great and easy to navigate. Had a slight issue with an outstanding invoice (which was my fault) and spoke to Anna V who was beyond helpful and offered me amazing customer support. She sorted the issue out straight away. She was so kind on the phone and is a real credit to the Company.
13 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mr Marks,
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
Zainab was really helpful
Zainab was really helpful!
Shame it takes 2-3 weeks to get a refund though!
5 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Mr Antoinette,
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.
In reference to your refund, I have spoken with our finance team and requested that this is processed as soon as possible for you.
Kind regards,
HomeGround Customer Services Manager
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 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
The advisor on the customer service…
The advisor on the customer service line (05/08/2025, 12:50 GMT)was excellent. She took time to answer all my questions, showed empathy and helped to avoid the problem in future. I'm just sorry I didn't catch her name to be able to reference her in this review.
5 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Ms Hill,
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
I query was resolved instantly
I query was resolved instantly. Member of staff understood the problem and resolved it instantly.
5 août 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Reepu,
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 Ciaran 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 service
I look after the accounts for a residential letting agents and we have a number of properties who require dealings with HomeGround. Regarding my recent contact with Alex, I found him extremely helpful, efficient and personable. My query was resolved straight away.
29 juillet 2025
Avis spontané
Réponse de HomeGround Management Ltd
Dear Jill,
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 Alex 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
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