How do I make a complaint?

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.
Complaints

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:

  1. Acknowledgement

We will acknowledge your complaint within three working days and request any additional information required.

  1. 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.
  1. 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/

Complaints

Insurance Complaints

In line with FCA requirements, we will aim to provide a final response to your complaint within four weeks. If we are unable to do so, we will write to you explaining the reason for the delay and provide an update.

Insurance Complaints

At Homeground, we are committed to delivering the highest standards of service. We have established procedures to investigate and address insurance-related complaints. While we strive to meet the expectations of all our customers, we recognise that there may be occasions when we fall short.
If you have a complaint, we encourage you to contact us directly so that we can investigate and resolve the matter promptly. Our complaints procedure is designed to ensure a fair and efficient resolution.

How to Contact Us
You can contact Homeground using the following methods:

  • Email: insurance@homegroundonline.com
  • Post: HomeGround, PO Box 81918, London, WC1A 9WH
  • Telephone: Leave a message on our dedicated Appointed Representative phone line: 020 3966 2974

To help us investigate your complaint efficiently, please address your email or letter to the ‘Insurance Manager’. Kindly include the full property address with postcode related to your query, as well as your unique 12-character reference number.

 Our Commitment

  • We will aim to resolve your complaint within three working days and confirm this in writing.
  • If we are unable to resolve your complaint within three working days, we will acknowledge your complaint promptly and keep you informed of our progress.
  • We aim to provide a final response to your complaint within four 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 reason for the delay and advise you of your right to refer the matter to the Financial Ombudsman Service (if applicable).

Financial Ombudsman Service

If you are dissatisfied with our response, you may have the right to refer your complaint to the Financial Ombudsman Service. You can contact them using the following details:

Whether or not you choose to make a complaint to us or refer your complaint to the Financial Ombudsman Service, your statutory right to take legal action will not be affected.

HomeGround Management Limited - 30 July 2026

Complaints Insurance How to

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:

  1. Acknowledgement

We will acknowledge your complaint within three working days and request any additional information required.

  1. 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.
  1. 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

Complaints

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:

  1. Acknowledgement

We will acknowledge your complaint within thirty days and request any additional information required.

  1. 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.

HomeGround Management Limited - 30 July 2026

Complaints

HomeGround Management Limited - 30 July 2026