Your Account
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Frequently Asked Questions
We have a FAQs section that contains a range of useful articles on leaseholds and the law and a list of links to helpful organisations.
We also 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.
(1) This summary, which briefly sets out your rights and obligations in relation to administration charges, must by law accompany a demand for administration charges. Unless a summary is sent to you with a demand, you may withhold the administration charge. The summary does not give a full interpretation of the law and if you are in any doubt about your rights and obligations you should seek independent advice.
(2) An administration charge is an amount which may be payable by you as part of or in addition to the rent directly or indirectly:
- for or in connection with the grant of an approval under your lease, or an application for such approval
- for or in connection with the provision of information or documents
- in respect of your failure to make any payment due under your lease or
- in connection with a breach of a covenant or condition of your lease.
If you are liable to pay an administration charge, it is payable only to the extent that the amount is reasonable.
(3) Any provision contained in a grant of a lease under the right to buy under the Housing Act 1985, which claims to allow the landlord to charge a sum for consent or approval, is void.
(4) You have the right to ask a First-tier Tribunal whether an administration charge is payable. You may make a request before or after you have paid the administration charge. If the tribunal determines the charge is payable, the tribunal may also determine:
- who should pay the administration charge and who it should be paid to
- the amount
- the date it should be paid by and
- how it should be paid.
However, you do not have this right where:
- a matter has been agreed to or admitted by you
- a matter has been, or is to be, referred to arbitration or has been determined by arbitration and you agreed to go to arbitration after the disagreement about the administration charge arose or
- a matter has been decided by a court.
(5) You have the right to apply to a First-tier Tribunal for an order varying the lease on the grounds that any administration charge specified in the lease, or any formula specified in the lease for calculating an administration charge is unreasonable.
(6) Where you seek a determination or order from a First-tier Tribunal, you will have to pay an application fee and, where the matter proceeds to a hearing, a hearing fee, unless you qualify for a waiver or reduction. The total fees payable to the tribunal will not exceed £500, but making an application may incur additional costs, such as professional fees, which you may have to pay.
(7) A First-tier Tribunal has the power to award costs, not exceeding £500, against a party to any proceedings where:
- it dismisses a matter because it is frivolous, vexatious or an abuse of process or
- it considers that a party has acted frivolously, vexatiously, abusively, disruptively or unreasonably.
The Upper Tribunal (Lands Chamber) has similar powers when hearing an appeal against a decision of a First- tier Tribunal.
(8) Your lease may give your landlord a right of re-entry or forfeiture where you have failed to pay charges which are properly due under the lease. However, to exercise this right, the landlord must meet all the legal requirements and obtain a court order. A court order will only be granted if you have admitted you are liable to pay the amount or it is finally determined by a court, a tribunal or by arbitration that the amount is due. The court has a wide discretion in granting such an order and it will take into account all the circumstances of the case.
Statement requests
To request a copy of your account statement, please log in to your HomeGround portal. You can request a statement on the My Dashboard screen under the Account balance option on the left of the screen. A statement will be emailed to you within 24 hours.
If you are experiencing problems with this or to request a statement without logging in, please use the Contact us form. A response will be sent to you within 3 to 5 working days
To switch to paperless, please log in to your HomeGround Portal. You can opt for paperless on the My Dashboard screen under My Details – Change, tick the “I prefer paperless communication” and save your option with the save button at the bottom of the My Details page.
For an easy to follow how to video click here.
If you are experiencing problems with this or would like the option to go paperless without logging in, please use the Contact Us form or call us on 020 3966 2974
HomeGround Management Limited is appointed by your freeholder, to collect ground rent and oversee the terms of your lease are met.
Non-payment of ground rent, rent charges, or service charges directly payable to your managing agent, constitutes a breach of lease, and will result in your account being frozen, and referred to third party solicitors.
If your account has been referred to third party solicitors, you may be liable for any legal fees incurred. HomeGround will not be able to discuss specific details of your account with you by phone or email, until this matter is fully resolved.
We urge you to speak with the solicitors handling your account as soon as possible. They will be able to assist you with any questions, or if you feel this breach has been reported incorrectly.
If you are experiencing financial difficulties and are unable to make payment, we urge you to seek Free independent and impartial advice through National Debt Line (www.nationaldebtline.org) and Citizens Advice (www.citizensadvice.org.uk).
To maintain the performance and security of our customer portal, routine maintenance is undertaken, every second Friday of each month, between 18:00 and 22:00.
During this time, we implement vital security and system improvements that help ensure service reliability and data security.
If you encounter any issues logging in or using your account during this time, please try logging in again once this maintenance has been completed. Please note, any urgent and unplanned maintenance required, will always be communicated with a notification banner on the homepage of our website, where we will display updates.
We hope any disruption to our customers will be kept a minimum and thank you for your understanding and patience during these times.
Why have I received a Land Registry alert regarding activity on my title?
An application has been lodged with the Land Registry by Knights Professional Services Limited to change some Landlords registered office address as of 1st February 2025.
You may receive an alert from the Land Registry of this activity if you have opted for this function.
Introduction - what happens when things go wrong?
HomeGround is committed to delivering a consistent and professional standard of service. However, we recognise that issues may occasionally arise. When a complaint is raised, our management team will review the matter in full and provide a clear response within the timeframes set out in this procedure. We aim to resolve all complaints within eight weeks of the date it was logged.
Independent redress schemes & regulation
HomeGround is a member of relevant Government approved redress schemes and is also regulated by the ICO, depending on the type of complaint raised.
- The Property Ombudsman Service (TPOS) – general service-related complaints.
- The Financial Ombudsman Service (FOS) – insurance - related complaints.
- The Energy Ombudsman Service (EOS) – energy - related complaints.
- The ICO - complaints about how organisations collect, use, store, share, or protect personal data under UK GDPR and the DPA 2018.
You may refer your complaint to the appropriate body once you have received a final viewpoint/response letter, or after eight weeks have passed since you first raised your complaint.
What is not covered by our procedure?
Complaints not covered include but are not limited to:
- Ground rent levels or increases.
- Concerns relating to the performance of your managing agent or property management company, including service delivery and maintenance issues.
- Lease terms, covenants, or enforceability.
- Insurance premiums, commission fees or choice of insurer.
- Identification requirements for Subject Access Requests.
- Complaints written entirely by AI tools. We will review your complaint but if we believe it has been generated using AI, we may ask you to resubmit it in your own words so we can accurately assess your concerns.
Please include:
- Your full property address including postcode.
- Your 12‑ digit HomeGround customer reference number.
- A summary of your concerns in your own words.
- Any supporting correspondence or evidence.
General complaints
All complaints should be addressed to the Customer Services Manager. You can submit a complaint by email or post only. If you need to call us first, you can reach us on 020 3966 2974.
How to make a complaint?
Email: enquiries@homegroundonline.com.
Post: HomeGround, PO BOX 81918, London WC1A 9WH.
Our general complaints process consists of three steps; an initial acknowledgement, a complaint investigation outcome and a final viewpoint letter, where applicable.
Our commitment:
- Acknowledgement
We will acknowledge your complaint within three working days and request any additional information required.
- Complaint investigation outcome
Our Management Team will investigate your complaint and provide a full written response within fifteen working days. If more time is needed, we will inform you before the deadline. Our response will:
- Explain our findings.
- Acknowledge and apologise for any identified service failures.
- Outline steps to prevent similar issues.
- Offer redress where appropriate.
- Final viewpoint letter
If you remain dissatisfied upon receipt of your complaint investigation outcome, you may continue corresponding with us. We will review any further information you provide.
If we reach a point where a further review will not resolve the matter, we will issue a final viewpoint letter, within eight weeks of the date your complaint was logged. Our response will:
- Confirm our internal complaints process is complete.
- Explain our final position.
- Outline your right to refer the matter to the relevant Ombudsman.
The Property Ombudsman Service (TPOS)
If you are dissatisfied with our response, you may have the right to refer your complaint to the Property Ombudsman Service. You can contact them using the following details:
The Property Ombudsman
Milford House 43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Phone: 01722 333306
Website: https://www.tpos.co.uk/
Our energy complaints process consists of three steps; an initial acknowledgement, a complaint investigation outcome and a final response letter, where applicable.
How to make a complaint?
Email: enquiries@homegroundonline.com
Post: HomeGround, PO BOX 81918, London WC1A 9WH
Our commitment:
- Acknowledgement
We will acknowledge your complaint within three working days and request any additional information required.
- Complaint investigation outcome
Our management team will investigate your complaint and provide a full written response within Fifteen working days. If more time is needed, we will inform you before the deadline. Our response will:
- Explain our findings.
- Acknowledge and apologise for any identified service failures.
- Outline steps to prevent similar issues.
- Offer redress where appropriate.
- Final response letter
If you remain dissatisfied upon receipt of your complaint investigation outcome, you may continue corresponding with us. We will review any further information you provide.
If we reach a point where a further review will not resolve the matter, we will issue a final response letter, within eight weeks of the date your complaint was logged. Our response will:
- Confirm our internal complaints process is complete.
- Explain our final position.
- Outline your right to refer the matter to the relevant Ombudsman.
Energy - related complaints – Energy Ombudsman Service (EOS)
If you are dissatisfied with our response, you may have the right to refer your complaint to the Energy Ombudsman Service. You can contact them using the following details:
Energy Ombudsman Service
Ombudsman Services: Energy
PO Box 966
Warrington
WA4 9DF
Phone: 0330 440 1624
Website: https://www.ombudsman-services.org/sectors/energy
HomeGround Management Limited - 30 July 2026
Data protection complaints
Customers who believe HomeGround has infringed data protection legislation may raise a data protection complaint with us. They also have the right to complain to the ICO at any time. This right is detailed in our Privacy Notice, which is issued with all welcome letters and available on HomeGround’s website, and is reiterated in our Subject Access Request responses.
Examples of data protection complaints include, but are not limited to:
- The way we’ve responded to your subject access request (SAR), or other rights request.
- The security measures we’ve used to store your information; or how we’ve collected or used your personal information.
How to make a complaint?
All complaints should be addressed to the Data Protection Officer. You can submit a complaint by email or post only. If you need to speak with us first, you can call us on 020 3966 2974.
Email: enquiries@homegroundonline.com.
Post: HomeGround, PO BOX 81918, London WC1A 9WH
Our Commitment:
- Acknowledgement
We will acknowledge your complaint within thirty days and request any additional information required.
- Final response letter
We aim to provide a full written response to your complaint within eight weeks. If we are unable to do so, we will write to you explaining the reason for the delay and provide an update.
If your complaint remains unresolved after eight weeks, we will write to you again to explain the delay, this will not affect your right to refer your complaint to the ICO at any time.