Who are HomeGround?
We provide management services for landlords.
HomeGround Management Limited is a UK company registered in
England and Wales.
Our team includes professionally accredited property managers,
accountants and solicitors.
What does HomeGround do?
We collect and administer Ground Rents on behalf of your
landlord. We also implement rent reviews, and arrange building
insurance, manage lease extensions and freehold purchases,
landlords' consents and title transfers on behalf of the
Do you deal with service charges and maintenance?
No. We are not involved with the maintenance or management of
your building. Service charges are entirely separate from your
Ground Rent and are dealt with by the managing agent of your
I would like to telephone and speak to someone at
Our aim is to provide an efficient and cost effective service.
We are a small team and do not offer telephone contact details, we
are however committed to acknowledging and responding to your
enquiries as quickly as possible.
Our three-step contact procedure.
See Our Website FAQs and Information Resources Section
Our website anticipates your questions and is carefully designed to
provide you with all the information you require. Before you
contact us, first check our Frequently Asked Questions and
Use the Form on The Contact Us Page
N.B You will need your 12 digit Tenants Reference
We Will Then Contact You
If you can't find you tenant reference number you can email us
or write to us at:
HomeGround Management Ltd
PO Box 6433
London W1A 2UZ
N.B Please provide your Tenant Reference number if you have
Helping to Resolve Your Difficulties
We are committed to providing you with the highest possible
standard of service, but we recognise that issues occasionally
arise. We are here to help and have put procedures in place to deal
fairly with complaints and provide a speedy resolution. We promise
to be courteous and open in our dealings with you.
If you have a complaint please email or write to us
- We will acknowledge receipt and attempt to resolve the
- If that is not possible, we will tell you exactly when you can
expect a full response
- We will reply within that time, providing details of any action
- If you feel the matter needs escalating at that point, please
write to HomeGround's complaints manager, by email or post,
including any relevant documentation.
- We will acknowledge receipt within five working days
- We will investigate the matter internally with a view to
- We will respond within 10 working days, explaining the actions
- We will monitor the situation until all parties are satisfied
with the outcome.
Where Can I Find my Log In Details?
You need your unique 12-digit Tenant Reference Number, your
password and a current email address to log in to our tenant portal
and access Your Account. Please remember that you will be prompted
to change these to more memorable ones when activating Your
- Your 12 digit Tenant Reference Number can be found at the top
of your introductory letter we sent you with your Welcome
- For your security, we send you your password in a separate
Please email or write to us if
- You have lost your Tenant Reference Number or password
- If you have not yet received a Welcome Pack or password
- If you are having trouble logging in to your account
Your Ground Rent Demand Notice
How can I pay my Ground Rent?
See the About Your Account section of this
How can I check if I owe Ground Rent and that HomeGround should
We will only contact you if we have been appointed by your
landlord to collect your Ground Rent.
Your solicitor should have informed you of your Ground Rent
obligations when you purchased the property. The Ground Rent
details are part of your lease.
If your Landlord recently bought the interest you should have
received a letter from us. If you need another copy please email or
write to us.
What happens if I don't pay my Ground Rent?
Paying your Ground Rent is usually a condition of your lease and
is an unavoidable legal requirement - there are penalties for
non-payment. You need to prove you have paid your Ground Rent to
sell your lease or make property alterations.
We issue your Ground Rent demand notices (in accordance with the
Leasehold Reform Act) 30 days before the due date.
If we have not received a payment from you 14 days after the due
date, we send:
- a first reminder letter which will not incur a fee.
- a second reminder letter (7 days later) charged at £45.00
If the invoice has still not been settled, then a letter will be
sent to inform you that your landlord has instructed solicitors on
We urge you to contact us as soon as possible if you have any
queries about your Ground Rent notices or reminders or you have
difficulty paying and we pledge to deal with your queries as
courteously and effectively as possible.
I have just taken over the property, but you have sent me a
demand for Ground Rent arrears. Shouldn't the previous owner
Unfortunately Ground Rent is based on properties rather than
ownership; under the Limitation Act of 1980 you could be liable for
up to six years of Ground Rent arrears. Your solicitor should
advise you of any Ground Rent arrears at the time of purchase. If
they have not, you may need to seek independent advice.
If you pay using HomeGround's online payment system, you can
print out an immediate receipt and view your statement of account
online. Or, we can send you a receipt by email. You can also write
to us enclosing an SAE and cheque for £5.00.
I Haven't Received a Ground Rent Notice?
It is possible that your correct contact details have not been
passed to HomeGround by your previous agent. Please update your
contact details (see above under 'Contacting Us') via email or
write to us.
Please contact us by email or post if:
- We have incorrect contact details for you
- You think the figures on the Ground Rent Demand Notice are
- If you have sold the property
- If you require a refund
- You have already paid your Ground Rent.
Issues Affecting Your Lease
Obtaining Duplicate Copies of Your Lease
Through the tenant portal you can access and download a copy of
your lease for a small charge. Alternatively we can supply you with
a duplicate copy of your lease. Please see Our Services page
where you can apply online using the duplicate lease form, or Contact Us.
Buying, Selling and Letting Your Property
Your solicitor should ask you for your Landlord's details when you
are buying or selling or letting your property. You may need to
provide proof that your Ground Rent has been paid. If we have been
appointed to collect and organise your Ground Rent on behalf of
your Landlord you should also pass on our contact details to your
I want to let or make alterations to the property; do I need to
Yes. You must inform your Landlord via HomeGround and obtain
their consent or you risk invalidating the terms of your lease and
building's insurance. Please see Our Services for further information.
Where can I find more information on Landlord and Tenants'
rights and obligations?
Please visit our Information Resource section where you
can see a range of useful articles on Leaseholds and the law and a
selection of links for a list of helpful organisations.
For further individual information, we recommend the government's
Leasehold Advisory Service LEASE at www.lease-advice.org which
has a free telephone helpline.
We also recommend that you contact your legal advisor.
Payment Processes and Information
Can I pay by direct debit, in person, by standing order or over
We do not currently accept direct debits, standing orders,
personal or telephone payments.
Are my financial details secure?
HomeGround's banking services are supplied by Coutts & Co,
part of the Royal Bank of Scotland Group and our online payment
services are supplied by SagePay and conform to their codes of
conduct ensuring protection and privacy. See our terms and
Are there any charges to use your online payment system?
Charges will be applied in accordance with your card providers
handling fees. This charge will vary depending on the card you
choose to make payment with. Please note this charge is to cover
those transaction charges made by the banks and card service
How can I obtain a receipt for my payment?
Once you make an online payment you can print a receipt
immediately. You can also download and save a PDF of the receipt on
your computer. We will normally update your statement of account
during the next working day. You can also request a written receipt
by email. We can post a receipt if you write to us enclosing either
an SAE or a cheque for £5.00.
What happens to the payments I make to HomeGround?
Once the ground rent payment is made, you have fulfilled your
legal obligations to your landlord. We ensure your ground rent is
paid directly into your Landlord's bank account. Our banking
services are supplied by London-based bank, Coutts & Co, part
of the Royal Bank of Scotland Group.
Our online payment system allows you to print off a statement
in seconds, proving you have paid. Why am I unable to make a
We may not currently have you on our system as the owner of the
property as we may not yet have been informed of changes of
ownership. Please email or write to us if it is a recent purchase
and that your solicitor has notified us.
Which credit cards are accepted for payment online?
We accept Visa, Visa Debit, Visa Electron and Mastercard
Why Have I Received an Invoice for Arrears?
These Arrears are based on records passed on to us from your
previous Freeholder upon our client's purchase of the Freehold of
your property. They show that you have not yet paid your Ground
Rent for the periods shown on the invoice. We understand that some
of you may have already settled these outstanding Ground Rent
Arrears with your previous Freeholder (or their agent).
If you believe that you have already paid these ground rent
arrears to your previous Freeholder (or their agent), please
provide us with proof of payment to enable us to investigate and
amend your account accordingly.
If you require further assistance regarding your arrears
invoice, please do not hesitate to contact us at firstname.lastname@example.org