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
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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.
Samantha was very helpful and quick
January 13, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Mr Mishra,
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
always considerate and professional
always considerate and professional, very refreshing to engage with
January 6, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Mr Spencer,
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 Sara 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
Super fast response to our enquiry
We were pleasantly surprised to get such a prompt response to our enquiry over the Christmas break. Ciaran got back to us and sorted out our change of details on the 2nd Jan. What great service from using your general enquiries form.
January 2, 2026
Unprompted review
Reply from HomeGround Management Ltd
Dear Ms Redmore,
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
Jack and Alex
Jack and Alex were very good in sorting out my queries.
Very polite and professional.
December 23, 2025
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 Alex, Jack 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
Excellent communication and speedy…
Excellent communication and speedy replies.
Advisor was
Joe H
Consents Administrator
December 22, 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Mrs Wilkes,
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
I had a query and contacted HomeGround…
I had a query and contacted HomeGround through the online platform.Within minutes, Zainab had replied and helped me to resolve my issue.
December 22, 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Steve,
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
Very understanding and helpful
Samatha has been very understanding and helpful
December 17, 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Peng Kheng Chiang,
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
I’m grieving the loss of my beloved…
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 even removed the late fee I had incurred. Thank you Anna for being incredibly human, you helped relieve stress from someone you don’t even know and I’ll be forever grateful.
December 18, 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Ms Lothian,
Thank you for taking the time to leave us a review and our deepest condolences for the loss of your sister.
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
Vincent from the transfer/ consents…
Vincent from the transfer/ consents team has been more than helpful with my query today and helping me to move things along. This is really appreciated in an otherwise stressful time.
December 18, 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Heather,
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 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
Reply from HomeGround Management Ltd
Dear Mr Davis,
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
Zainab was prompt to respond and…
Zainab was prompt to respond and positively handle a account balance query.
December 11, 2025
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 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
Avoid at all costs
Homeground act for my freeholder, Adriatic Land, and my experience with them has been awful. They are virtually impossible to contact, provide no transparency, and seem focused only on extracting money from leaseholders. I raised a formal complaint via my managing agent after they added £50,000+ of cladding and fire-safety costs to my service charge - even though I am a qualifying leaseholder and exempt from these charges. They still haven’t replied six months later. I’ve been trying to sell my flat for years, but service charges have tripled, the building is poorly maintained, and buyers walk away immediately. My property has lost around £100,000 in value, leaving me effectively trapped. When our building tried to exercise Right to Manage, Homeground blocked it at the last minute using incorrect information, issued a £1,000+ legal bill, and even sent a threatening email to discourage us. We had to pay for a surveyor to prove they were wrong. Fees are excessive, ground rent has doubled, and non-cladding fire-safety works remain unscheduled despite years of warning. Homeground’s conduct has been unprofessional, obstructive and financially harmful to leaseholders. I hope this review prompts them to finally respond to my complaint.
December 14, 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Ms Mitchell,
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 would like to address a few of your concerns and signpost you for assistance with the others you have raised.
HomeGround offers several contact methods that are clearly displayed on our website – www.homegroundonline.com . Our customers can contact us by any of the methods listed below.
• Enquiry form on our website.
• Email at enquiries@homegroundonline.com.
• Telephone on 020 3966 2974 (opening hours are Monday - Friday - 10am - 4pm).
• Writing to us at HomeGround Management Ltd, PO Box 6433, London W1A 2UZ.
In regards to your concern that you have not had a reply to the complaint you raised over 6 months ago, I am sorry to hear this and have raised this as an urgent matter with our Asset Operations team for them to contact you to discuss this matter in detail.
For clarity, HomeGround plays an active oversight role to measure and manage performance, however each managing agent has their own complaint procedure and is responsible for the service they provide to our customers.
If you have logged a formal complaint, your managing agent will have 8 weeks to issue you a full resolution. If this matter remains in deadlock, or 8 weeks has elapsed, then you have the right to refer this matter to the Property Ombudsman Service. More information can be found on their website, www.tpos.co.uk.
I am concerned to hear of your feelings regarding Homegrounds conduct as this goes against the high standards, we set ourselves. I would like to investigate this matter further for you.
Can you please provide with more information by emailing enquiries@homegroundonline.com FAO Matt Paterson, Customer Services 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 Zach and Fraser
Fraser (Customer Services) and Zack (Consents Team) were both excellent in helping resolve an issue when I was unable to log on due to technical issues. Zack successfully helped me last year too and is always very professional and efficient. Much appreciated. Thank you.
December 12, 2025
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 Zack, Fraser and their managers.
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
Excellent communication with Home…
Excellent communication with Home Ground, very easy to get hold of and quick to respond.
December 11, 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Emma,
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 service from Zack in getting…
Excellent service from Zack in getting my sublet application processed via their online portal. He was friendly and very helpful.
December 10, 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Mr Bains,
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 Zack 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
Very Helpful
Samantha helped me process my forms efficiently and was very helpful in outlining anything which needed to be provided in addition.
November 27, 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Tom,
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 I
Samantha from HomeGround provided an excellent service to us! She gave a clear instruction on how to update the information in the Leaseholder Deed and replied to our queries in a timely manner! Thank you!
December 5, 2025
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
Jack was very good with explanation
Jack was very good with explanation ; speaking the language of human kind
instead of " here is the link "
This helped me a lot
December 3, 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Ms Reynolds,
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 I
Samantha I, Asset Operations Administrator, is very caring, friendly and attentive. My requests have been addressed promptly and professionally. I am very pleased with her services.
December 7, 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Mo,
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
Joanne Roque was truly amazing
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 and very prompt, Joanne knew our long journey and kindly helped us, thank you so much Joanne. So kind and professional.
December 4, 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Ms Parker,
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 Joanne 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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