Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotCan not believe how badly home group…
Can not believe how badly home group treats its tenants. I had to make a formal complaint due to repairs not being done in 15 years. Since the formal complaint not much has actually been done unfortunately, there’s still remains outstanding jobs that need to be completed. Due to this formal complaint they have emailed last Friday to informed me my rent is now doubled as from two weeks time.
Heather · 13 November 2023
Agent replied · 10 June 2024
Hi Heather I am so sorry to hear you are having these issues, If you would like to contact our customer service centre on live chat at www.homegroup.org.uk or 0345 141 4663 we can certainly look into this for you and help you. Kind regardsStephenie
★★★★★ 1/5
TrustpilotAbsolutely disgusting
Absolutely disgusting, my son has been waiting on repairs for going on 3 years due to a leak from the lady above, even the electrician has said he's living in a death trap, contacted his housing manager Wendy Willis all she wanted was his little bit of arrears. TOTALLY DISGUSTING he has a 7 yr old daughter who now lives with me, as the house is UNSAFE AND UNFIT so disrepair and papers are now getting involved DONT ENTERTAIN HOMEGROUP
Olivia-May · 2 February 2023
Agent replied · 23 December 2024
Good Afternoon Olivia-MayI am sorry to hear about the issues that your Son has been having with regards to a leak coming from the upstairs property. If yourself or your Son would like to head over to our Live Chat at www.homegroup.org.uk then we will be more than happy to take some more details and look into this further. Alternatively you can email us at contactus@homegroup.org.uk.Kind RegardsLouise
★★★★★ 5/5
TrustpilotDavid was fast an efficient…
David was fast an efficient and solved my issue in seconds. Well done David hope you get the recognition you deserve for your customer service 😊
Kerry · 25 July 2023
Agent replied · 10 June 2024
Good Afternoon KerryThank you for taking the time to leave David a 5* review. Its great to hear that he was very efficient in dealing with your issue. I will be sure to pass on your kind words.Kind RegardsLouise
★★★★★ 1/5
TrustpilotHome group are the worst housing…
Home group are the worst housing association. Don’t ever move with them!. Since the start of pandemic I have been abused verbally, threatened by a neighbour and they are a ASB. Nothing is being done at all!. The housing officers, the managers and the head are doing nothing. I’m going to write to the BBC. This neighbour has an abusive boyfriend who has threatened me and my kids also. I done everything possible to report and follow along the guidelines to complain and get help and nothing. Even contacted the Local MP!. Do not move with them, their properties are badly built and there is always an issue. Been without heating for years as they can’t seem to fix my heating or anything. They should be shut down immediately!.
Tae · 22 January 2023
Agent replied · 10 June 2024
Hi Tae,I am really sorry to hear about the issues you have been having, this is certainly not what we want for our customers. If you wish to discuss this further could you please contact us via live chat at www.homegroup.org.uk.Kind RegardsDavid
★★★★★ 5/5
TrustpilotKristen was polite quick at answering…
Kristen was polite quick at answering problem dealt with quickly and promptly very good service
Sharron · 4 April 2024
Agent replied · 10 June 2024
Hello SharronThank you for taking the time to leave us some amazing feedback and on our advisor Kristen I will feed this back to her.Thank you Stephenie
★★★★★ 5/5
TrustpilotYvonne was great
Yvonne was great! Really knowledgable and helpful, she ensured I had the right help and information I needed
Geoff · 2 February 2024
Agent replied · 10 June 2024
Hi GeoffIt's lovely to hear that Yvonne was a great help today, I will be sure to pass on your kind words. Thank you for taking the time to leave a 5* review.Many ThanksLouise
★★★★★ 5/5
TrustpilotYvonne was very helpful with my query…
Yvonne was very helpful with my query today
Amanda · 6 August 2024
Agent replied · 23 August 2024
Hello Amanda Thank you for leaving us a 5* review and a shout out to Yvonne which i will pass it onto her.Thank you Stephenie
★★★★★ 1/5
TrustpilotSHOULD BE CLOSED DOWN!!!!@
Would not even give this company 1 star! Absolute disgrace who leaves you with no working boiler since 28th November and keep fobbing me off saying it's one radiator that's not working when it is actually the water pump on it that needs replacing! The house is riddled in damp , my eldest son has got severe asthma , my youngest child is severely disabled and needs a bath everyday and warmth but instead he is shivering and he woke up to a stinking saturated bed with mould growing on his new mattress and water running down his safe space bed walls! Now started coughing and wheezing! They reply saying they are trying to get hold of contractors but somehow cant get hold of them from 17th December 2022 and we are now on 13th January 2023!!! Then say send us a message on chat then point blank ignore you!!! Your a disgrace, you should hang your heads in shame!!! 😡🤬
Lisa · 13 January 2023
Agent replied · 23 August 2024
Good Morning LisaI am sorry to hear about the issues you have been having with regards to your boiler. We would like to get this sorted for you. Please head over to our Live Chat at www.homegroup.org.uk where a member of our Team will be more than happy to take some further information and look into this for you.Kind RegardsLouise
★★★★★ 5/5
TrustpilotZohra was very helpful
Zohra was very helpful. Hope I get contact by the contractor soon.
Encarni · 24 May 2024
Agent replied · 10 June 2024
Hi Encarni. We are happy to hear that you received great customer service from Zohra, hopefully this has helped to resolve any ongoing issues you have had with our contractorsKind RegardsClare
★★★★★ 5/5
TrustpilotExcellent service
Phoebe was extremely helpful and friendly, and sorted my repair issue out very efficiently.
Stacey · 15 April 2024
Agent replied · 10 June 2024
Hello Stacey !Thank you so much for taking the time to leave some lovely feedback. I'm glad I was able to help you get your issue sorted :) !Kind regards,Phoebe
★★★★★ 1/5
TrustpilotI’m not even a tenant just a neighbour…
I’m not even a tenant just a neighbour of a home group tenant who has drilled numerous holes into my property to attach decking! Trying to get someone out to sort this has been a joke tbh, next step solicitor, I want the rotting decking detached from my property asap and all the holes repaired, absolutely no right to drill/attach anything to my property!
Jo · 5 March 2024
Agent replied · 10 June 2024
Good Afternoon JoI am sorry to hear this, If you would like to get in touch we can see if we can resolve this. Could you give us a call on 03451414663 and we can have a look into this. ThanksStephenie
★★★★★ 5/5
TrustpilotWe have been with home group now for…
We have been with home group now for just over a year, this housing association has changed our lives so much, they are amazing and nothing is to much trouble, I have never had any problems or issues with home group, they have come out if I have reported anything and help me with other things, they are understanding, supportive, courteous, friendly and do everything to help you.
Mrs · 4 December 2023
Agent replied · 10 June 2024
Hello Lorna Thank you for taking the time to leave us some feedback, We appreciate all the lovely comments. I am glad we could help you with any issues you have been having. Thank you Stephenie
★★★★★ 3/5
TrustpilotMade online request for contact on 19th…
Made online request for contact on 19th May. Chased this on Monday 22nd to be told I would be contacted within 3 working days. Chased again today 30/5 to be told that I would receive contact from Housing Officer within 1 day. Asked for name and number of my housing officer in case of no contact and was advised this was unable to be given out. Very frustrating when trying to prevent an issue esculating
Lara · 30 May 2023
Agent replied · 10 June 2024
Hello Lara,Thank you for your feedback, I am sorry to hear that you have been having issues getting in touch with your housing manager. I understand it is frustration but we are not able to give out any direct details due to data protection laws. I can assure you that we are escalating this for you through our procedure and we will try our best to help you further. I have passed your feedback over to management so we can try and use it to improve our services going forward.Kind Regards,Phoebe
★★★★★ 5/5
TrustpilotThanks for the apology and putting things right
A repair I reported was logged incorrectly and then cancelled. I chatted with Rebecca on chat function. She identified what had happened, apologised and logged a new job. Rebecca also confirmed my gas safety check was re-booked after the contractor did not attend or contact me. Errors happen, it's how you respond that's important. Rebecca had the wisdom to apologise for the error even though it wasn't her doing. Sometimes that's all customers need.
Sharon · 26 June 2023
Agent replied · 10 June 2024
Hi Sharon, Thank you for taking the time to leave Rebecca a lovely review. We are glad to see that she was professional, helpful and apologetic in regards to your query today. I have passed over your kind comments so she is aware that you appreciated her help :) !Kind Regards,Phoebe
★★★★★ 5/5
TrustpilotGAVIN was very efficient and dealt…
Gavin was very efficient and dealt with my concern promptly
Emma · 18 June 2024
Agent replied · 23 August 2024
Hi Emma,Thank you for taking the time to give us the 5* review, we appreciate the positive feedback and we will pass this on to Gavin for you.Thank youReece
★★★★★ 5/5
TrustpilotVery helpful.
Had to wait a while but once the chat began Rebbecca was Very helpful. Customer service was very good
Catriona · 14 December 2023
Agent replied · 10 June 2024
Hello CatrionaThank you for taking the time to leave is a 5* review I am so glad we could be of help and Rebecca was able to help you, I will pass these comments onto her.Thank youStephenie
★★★★★ 5/5
TrustpilotJoanne was very professional and helpful
Mr · 15 August 2024
Agent replied · 23 August 2024
Hi Mr HughesThank you for taking the time to write this review. I'm so happy to see you received great customer service from Joanne. I will pass your message on to Joanne. Thanks, Jason😁
★★★★★ 1/5
TrustpilotTerrible!
I was trying to be thoughtful and kind re: my colleagues - even though, I felt uncomfortably, hot. My manager totally, misinterpreted my comments.I had three different managers in six weeks which, made me feel very insecure. Then he deducted over £1000 from my wages - which I had to contest with his manager and HR!
Karen · 10 July 2024
Agent replied · 23 August 2024
Hi Karen, Thanks for your feedback. I'm sorry to read that your experience wasn't more positive. With many colleagues and customers, finding the perfect balance for room and work environment temperatures can be tricky, and doesn’t always please everyone! We know working in a hot environment can be tough, we're keen to ensure our workplaces are comfortable for everyone. I'm sure having three different managers in six weeks was unsettling. If you'd like to discuss this in more detail do reach out to us at recruitment@homegroup.org.uk to do that. Thanks, Jordan
★★★★★ 5/5
Trustpilothome group they are best
Xellan · 9 October 2026
★★★★★ 5/5
TrustpilotGavin was really helpful and…understanding
Gavin was really helpful and understanding
Paul · 31 July 2024
Agent replied · 23 August 2024
Hello PaulThank you for leaving Gavin a 5* review, we really appreciate any feedback. Take care Stephenie
★★★★★ 5/5
TrustpilotRichard was great at helping reschedule…
Richard was great at helping reschedule a missed repair unlike Claire who ended chat before I could respond.
Sue · 5 December 2023
Agent replied · 10 June 2024
Hello SueThank you for leaving a 5* review I am glad that we could help reschedule a repair for you. ThanksStephenie
★★★★★ 5/5
TrustpilotSpoke to Yvonne
Spoke to Yvonne, she sorted out the issue I needed help with quickly
Sue · 19 March 2024
Agent replied · 10 June 2024
Hello Sue Thank you for taking the time to leave us a fantastic review, I am glad Yvonne was able to help sort your issue I will pass your comments on.Thank youStephenie
★★★★★ 1/5
TrustpilotThey ruined my paint job and won't fix it
Someone came around in august saying they needed to fireproof all the doors in the estate. They ruined the paint job around my door in the process. They said that a painter and decorator would be around within the next month to fix this - this has not happened.When I contacted HomeGroup the said they have no log of the fireproofing works and anyway any painting is my responsibility, even though they are the ones who messed it up. I paid £2000 this year for my place to be painted and the contractor ruined it. HomeGroup should pay to fix it! Unacceptable. Such an awful service,
Tanja · 7 October 2022
Agent replied · 10 June 2024
Hi TanjaI am sorry you have not received good service from homegroup, this is not what we want for our customers, please contact us on live chat www.homegroup.org.uk or call us on 03451414663 and we would be happy to discuss your concerns.ThanksLouise
★★★★★ 5/5
TrustpilotKristen was a great help and sorted my…
Kristen was a great help and sorted my issue quickly and efficiently
Shelley · 5 April 2024
Agent replied · 10 June 2024
Hello Shelley I am so glad you could leave us a 5* review and against one of our advisors too, I will sure pass this onto Kristen for you.Kind regards Stephenie
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