Introduction to our complaints procedure

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.