Joanne Roque was truly amazing! After fifteen months off very protracted negotiations to buy our new apartment we were up to exchange off contracts but we were short of three questions to be answered... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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... See more
Company replied
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"... See more
Company replied
Homeground have been saving the day during the process of selling my home. They have responded very quickly each time I’ve called and gave me the information I need without passing me round multip... See more
Company replied
4.8
Excellent
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Prompt and sensitive response
I raised a sensitive query and it was dealt with swiftly and sympathetically by Rachael from the Customer Service Team
January 28, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Ms Lynch,
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
The customer service is excellent and…
The customer service is excellent and always reply promptly to my emails . They take the time to listen and deal with your questions. Thank you x
January 30, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Ms Watkinson,
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
Resolving an Account Balance Query
I received my ground rent invoice and if paid before the due date you get £10 off; however my account balance was a different value to the invoice which was not clear as to why and Rachel W investigated this and responded in a timely manner with enough information to allow me to understand that the balance was accurate. My emails sent up to this point were responded to quickly and efficiently. Thanks
January 28, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Mr Eccleston,
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
Samantha was very helpful with my query
Samantha was very helpful with my query
January 28, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Ms Buffery,
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
Very quick response and waived my late…
Very quick response and waived my late payment charge.
January 30, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Mr Li,
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
Excellent customer service - highly recommend this company - very professional and efficient.
January 29, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Diane,
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
Samantha was great!!
Samantha was great, responded quick and was very clear with what needed to be done. Thank you Samantha!
January 26, 2026
Unprompted review
Reply from 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
Samantha is extremely professional and…
Samantha is extremely professional and responsive. She communicated clearly and handled everything quickly and efficiently. Highly recommend her services!
January 14, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Tim,
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
Reply from HomeGround Management Ltd
Dear Mr Bolle,
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
Standing order recommended
Theydo not direct debits so best to set up a scheduled payment with your bank. i was a few weeks late with my payment as i hadn’t set up a standing order but they accepted this.
January 25, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Ms Lloyd,
Thank you for reaching out to us.
We pride ourselves on providing excellent customer service and I am sorry to hear you are unhappy with the service you have received from us.
Homeground does not offer a direct debit facility due to the onus being on a leaseholder to pay ground rent and or insurance as per the terms of the lease associated to a property.
All invoices are sent 30 - 60 days prior to an invoice due date to allow enough time for payment to be made and we offer several payment options including telephone payment, payment via our customer portal and a BACS payment using our business bank details.
Whilst i understand that late payment fees are concerning, HomeGround does send a payment reminder, allowing a further seven days notice prior to any late fee being applied to an account as a last resort.
I am happy to review this matter for you to see if i can assist you with this matter. Can you please provide with more information by emailing enquiries@homegroundonline.com FAO Matt Paterson, Customer Services Manager.
Kind regards,
HomeGround Customer Services Manager
Support
Support
Very helpful! HomeGround were able to deal with my request immediately. Thank you!
January 21, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Mr Morrisroe,
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
Anna V (Customer Services Advisor) from…
Anna V (Customer Services Advisor) from HomeGround was amazing!
I needed urgent help and she went above and beyond contacting various teams to progress my requests.
January 23, 2026
Unprompted review
Reply from 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 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
Going above and beyond
My call was answered promptly and after a short explanation of my query, Rachael was able to help answer my question by seeking out the information required.
January 22, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Ms Coupe.
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
Very helpful and clear communication
Very helpful and clear communication
January 19, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Anthony,
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
Responsive and prompt service
My query and application was attended to very promptly and Samantha gave constructive guidance and I am pleased with the quick turnaround and quality of service.
January 19, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Helen,
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
Speedy and informative response.
Most helpful. Simple banking query but comprehensive response. Nice to speak to a real person these days.
December 12, 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Mr Dickens,
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
The best customer service 5*
January 14, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Hamid,
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
They doubled my ground rent but didn't…
They doubled my ground rent but didn't change any other owners in all 3 blocks of flats which are all the same and built at the same time.
I have asked for an explanation on numerous occasions but have never been given an answer or reason. I have now received a final demand for £1400 in the next 7 days or I will be charged £55.
An absolute terrible company. Disgusted !!!
January 14, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Mr Walmsley,
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.
We pride ourselves on providing excellent customer service and the feedback you have provided will help us to continue improving our customer experience.
I have personally reviewed this matter for you and have responded to your email, to address all of your concerns formally.
I would like to address the key point of your complaint that your ground rent has doubled and the reasons for this have not been explained to you. I disagree with these comments and must refer you to an email that one of our Customer Services agent sent you on 3 December 2025, with a detailed explanation of why your ground rent has increased aswell as copy of your lease.
To be clear, the terms of your lease determine any ground rent increase, and your specific lease outlines your lease commencement date of 2021 and the period in which your ground rent will increase. I have listed this below for transparency.
• X per annum during the ‘first five years of the Term.
• X per annum from the sixth to the tenth year of the Term.
• X per annum from the eleventh to the twentieth year of the Term.
I do understand that any increase of a regular bill is challenging in the current climate, therefore I want to assure you that we are here to help and provide options to support you. I would urge you to respond to my email so we can discuss a resolution of this matter.
I am sorry you remain dissatisfied and would recommend you seeking your own independent advice on this matter.
Kind regards,
HomeGround Customer Services Manager
Reply from HomeGround Management Ltd
Dear Angel,
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
Fantastic support from start to finish
Homeground’s legal team have been fantastic in helping me with my property transfer. They were always responsive, incredibly helpful, and genuinely caring throughout the whole process. Everything was handled smoothly and professionally, which made what could have been a stressful experience feel straightforward and well supported. I wouldn’t hesitate to recommend them.
January 13, 2026
Unprompted review
Reply from 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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.