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.
Reply from HomeGround Management Ltd
Dear Tina,
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
Reply from HomeGround Management Ltd
Dear Volodymyr,
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
Help from Samantha
Samantha came back to me quickly with each email I sent. All documents were received by her so she has an up-to -date file for my flat in Portishead. Thank you
3 December 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
Bruce dealt with my enquiry…
Bruce dealt with my enquiry immediately, very helpful
1 December 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Mr McCormack,
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 Bruce 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
Vincent C, thank you so much
Vincent in the deed of variation team has been more than informative, helpful and kind when explaining and processing our deed of variation request. In such a stressful time, he really was a light of relief.
Thank you so much Vincent.
25 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Ms Barton,
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
Speedy and clear communication
When dealing with a matter I wasnt quite sure about speedy communication soon put me on the right path. Correct paperwork located and submitted. Thank you Samantha for your clear instruction and understanding.
26 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Angela,
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
Helpful assistance
Dealt with Samantha regarding my wife's Leasehold Deed of Certificate. She was extremely helpful and pointed out errors which needed to be corrected. Her assistance was much appreciated.
24 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Andrew,
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
Anna V was extremely kind and helpful
Anna V was extremely kind and helpful. She assisted me in completing the form which reassured me that I had completed it correctly. Thank you
24 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Ginny,
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
Homeground charges seem excessive
Homeground charges seem to be unreasonably high eg how can a single apartment's share of communal buildings insurance and terrorism insurance be over £800 per year!
22 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Mr Spencer,
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.
I have spoken with our Insurance team regarding your concerns, and I understand this matter has been explained to you. Our team are on hand to go through this with you in detail if required.
If you would like to discuss your insurance invoice In more detail, please email us at enquiries@homegroundonline.com or by telephone on 020 3966 2974. Our telephone opening hours are Monday - Friday - 10am - 4pm.
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 in sorting…
Samantha was very helpful in sorting out my application process for leaseholder deeds.
17 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Mr 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 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
Fab service from Jack..email was…
Fab service from Jack..email was replied to within 24 hours
14 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Ms Marsden,
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
Dealing with enquiry
Lady dealing with my enquiry was courteous, helpful and very efficient. The information I needed was e-mailed to me within minutes of the call being made.
13 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Mr Grande,
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
Anna was great in every way
Anna was great in every way, professional great listener and very helpful.
I think she enjoys her job very much as you hardly get such service today in most institutions
14 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Jecob,
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
Thank you Samantha for your great…
Thank you Samantha for your great support.
13 November 2025
Unprompted review
Reply from 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 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
Happy with the provided service
13 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Elvyra,
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
Excellent customer service
Rachel was very helpful and quickly assured me that the problem that I rang about was not an issue and not to worry. Of course time will tell if that is the case but I do feel confident that Rachel will have sorted it. Excellent customer service from her.
11 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Rod,
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
Rachael was a brilliant and…
Rachael was a brilliant and ubderstanding customer service representative.
7 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Shirley,
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
Completion of deed of certificate form
Very helpful and clear instructions.
Quick responses
11 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Mr & Mrs Roberts,
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
Sara is truly professional and…
Sara is truly professional and responsive. Her kind work made my issues solved timely and effectively.
13 October 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 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
Very impressive Customer Services!
During more than 9 years of the ownership of an apartment, I didn't have any reason to contact HomeGround Management Ltd who have been dealing with the Ground Rent and Building Insurance for quite many building blocks where my apartment locates in, until recently when I started preparing for the sale of this apartment.
Knowing HomeGround are dealing with many properties, I wasn't hopeful that they would reply to my enquiries quickly but Leona M had emailed me on the same day, after talking to me on the phone, about my potential Lease extension nearly two months ago.
I had then decided not to extend the Lease but to sell this property asap but the estate agent had asked me to send them a copy of the Lease for this property.
Again I wasn't hopeful about the time when I could receive the Lease but Leona M had sent a copy of the Lease to me within 3 working days which was very impressive!
After a potential buyer had viewed this apartment, another question about the Building Insurance was raised. I sent out that email on Friday last night.
I felt so bad that I had to keep bothering Leona M but her colleague Caitlin M replied to my email at 8.13am this morning saying that she had forwarded my email to another department who will reply to me between 3 to 5 working days giving me that department's email address at the same time in case I might want to email them direct myself.
Elise D from the insurance department has replied to me in just 4 hours today giving me very detailed professional information and explanation about the insurance premium status during the last few years.
I was extremely impressed with Elise's super efficiency and professionalism in answering my enquiry on the same day when she had received it!
I am sure the potential buyer will be very impressed with the helpful detailed information in that email too!
It is so wonderful and such a huge relief to know that Leaseholders like me are being looked after by such a responsible team who are dealing with customers' enquiries so efficiently and so professionally!
It's such a shame that I didn't know how brilliant the staff at HomeGround Management Ltd are until I am selling my property but I am sure many other Leaseholders will realise how lucky they are being looked after by these lovely staff at this wonderful company!
I am more than happy to leave them a well deserved 5 Star Review here so that people from all over the world could see how impressed I am with their excellent services!
Many congratulations to Neil M for being a wonderful leader being in charge of your brilliant team with Elise D in it!
Please kindly pass on my sincere appreciation to the team leader with Leona M and Caitlin M in it too!
Thank you ever so much for your hard work, great efforts and tremendous help to me!
All the very best to you all for everything for years to come!
10 November 2025
Unprompted review
Reply from HomeGround Management Ltd
Dear Customer,
Thank you for taking the time to leave us a such a kind review.
I am pleased to hear your experience with HomeGround was positive. I have shared your feedback with the staff references 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.
We wish you well with the sale of your property and for the future.
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.