Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotCan't arrange a major safety repair…
Can't arrange a major safety repair unless someone over 18 is available with in the next 6 hours. No provision at all for people who have to work and have children and no support network. Just awfully also wait over an hour on their so called fastest way to contact them.
April · 19 May 2026
Agent replied · 10 June 2024
Hello April
Sorry to hear this but yes this is our policy for our repairs someone aged over 18 has to be in the property to carry this out. I have tried to contact you about this to resolve this if you would like to give us a call on 03451414663 and we can discuss any issues.
Kind regards
Stephenie
★★★★★ 1/5
TrustpilotMaintanace is an absolute farce and you…
Maintanace is an absolute farce and you are made to belive things are being done when they arent! Numerous houses with boilers being condemned on the same street and still being told houses are settling after 13years of being built . Intimidating neighbours who seem to get away with everything . Service charges for a job that doesnt get done but will still use the same contracters after being told from residents that the job isnt being done. Rent increases for a house made of paper ! No help for people with mental health either . List can go on and if it had a minus star this is what my rating would be ! Homegroup are an association that are rising but but not meetinf the needs for there tennants!
Lacey · 6 June 2023
Agent replied · 10 June 2024
Hi Lacey,I am sorry to hear you feel this way about Home Group. Please get in touch with us so we can investigate any outstanding issues further. We appreciate this has been difficult for you and would like to work with your further to resolve.https://www.homegroup.org.uk/get-in-touch/Thanks, Jordan
★★★★★ 5/5
TrustpilotI would just like to say although I…
I would just like to say although I have numerous complaints about home group never getting back to me, about really serious issuesI spoke to Rebecca from the call center, and she really listened and cared. Call center people try so hard to find solutions and help, if only their hands weren’t tied by people higher up not giving a dam… Rebecca is a credit to your company and you are really lucky to have such an amazing person working for youAn asset to your company!!I hope this comment gets back to her.Jane Howard
Jane · 31 May 2023
Agent replied · 10 June 2024
Hi Jane,Thank you very much for leaving a 5* review about Rebecca. I will make sure to pass these kind words across to her, and if you would like to discuss the issues that you are having further, please contact us via live chat at www.homegroup.org.uk. Kind RegardsDavid
★★★★★ 5/5
TrustpilotI would like to commend Louise again on…
I would like to commend Louise again on her excellent customer service on the online live chat repairs. My experience of holdups with an electrical repair after months of waiting was most frustrating. However, after the final straw, I used the online live chat and had the pleasure of communicating with Louise. She is an asset to Homegroup which in my opinion does not take repairs seriously. After relaying my frustration Louise was able to complete the task of communication between me and the contractors. I have used the online service today and had the pleasure of getting Louise again for further repair as my kitchen ceiling needs replacement. Louise deals with this very quickly. I have an appointment next Tuesday. I will not use the telephone repair number, and use the online service instead. Big thank you to Louise.!!
Catherine · 15 May 2023
Agent replied · 10 June 2024
Hello Catherine,Thank you so much for taking the time to give Louise a 5 star review. We are happy to hear that she has went above and beyond to help resolve your previous electrical repair as well as handling the replacement of your kitchen ceiling in a quick and efficient manor. I have passed over your feedback to Louise so she knows that you really appreciated her assistance.Kind Regards,Phoebe
★★★★★ 5/5
TrustpilotSpoke to a lovely lady called Lisa this…
Spoke to a lovely lady called Lisa this morning. She went above and beyond the call of duty to help me with my queries. She was polite down to earth and very professional. Lisa is new to the job but you’d think she’d been doing it for years given her efficiency Ten out of ten from me 😊
Jade · 21 August 2024
Agent replied · 23 August 2024
Hi Jade, Thank you so much for your wonderful review! 🌟 We’re delighted to hear about your positive experience with Lisa. We’ll be sure to pass on your feedback to her. If you need any further assistance, please let us know. Kind Regards,Reece
★★★★★ 5/5
TrustpilotLive chat with Robyn who was efficient…
Live chat with Robyn who was efficient and professional but very friendly and polite. Robyn answered all of my queries. She was extremely helpful and tried to make things easier for me as an older person, not very tech savvy Thank you Robyn.I feel that Home Group are taking good care of me
Lori · 15 October 2024
Agent replied · 26 October 2024
Hi Lori,Thanks for taking the time to leave a review. We are so happy to hear that you received great customer service from Robyn and were able to resolve your issue quickly.Kind RegardsJason
★★★★★ 3/5
TrustpilotGot a message that a surveyor was…
Got a message that a surveyor was coming round but no explanation why it’s quite irritating when you just say someone is coming round but no reason behind it
Nick · 3 September 2026
Agent replied · 24 September 2026
Hello Nick
I can see you have a damp and mould inspector coming to surveyor your property this is likly the surveyor that is coming to your property.
Kind regards
Stephenie
★★★★★ 5/5
TrustpilotI worked with a man named Joshua…
I worked with a man named Joshua Buckham. Joshua made me feel very comfortable talking to him with no judgement. I felt I was able to be honest with him about my current situation. Joshua gave me all the correct information I needed and offered ne financial support. I really appreciated the time he took to get my information together to send to the required service.
Michelle · 5 February 2024
Agent replied · 10 June 2024
Good Afternoon MichelleIts great to hear that Joshua was very helpful today and he dealt with your current situation in a professional manner. I will be sure to pass on your lovely words to Joshua. We appreciate your feedback and thank you for leaving a 5* review.Kind RegardsLouise
★★★★★ 1/5
TrustpilotMoney over people
HomeGroup claim to put people over money, but that is not mine, or other residents experiences.Very quick to write to you to notify on rent/service charge increases but notable for their silence when it comes to responding to & resolving repair issues.As an example - we could not access our front communal door because the lock was changed, without telling us & no new keys were provided to the residents. Despite a number of chases, which as we all know gets more & more frustrating, it took 3 months to finally get another new lock & then 2 sets of communal door keys.The communal bin store I have reported several times as the keypad lock doesn’t work properly. The doors are left to swing open & then we get fly tipping meaning our bin store is a health hazard & the dustmen often not taking bins as they are filled with the wrong items. That’s not to mention a summer where we were blessed with sunshine & maggots. This issue has to date been ignored - imagine if I ignored to pay my service charges, the speed of action would be blinding.I have today tried to report a faulty front door entry phone - thanks to Jxxxx on the chat function for just ending the chat without even speaking! I have reported it via email & I now expect we’ll see in 2023 before anything happens.Stop using the excuse of lack of parts, lack of labour etc - you tender the contracts out, so what processes are you following to let a contractor take 3 months to sort a vital communal front door? Why are reasonable requests to resolve issues ignored?
J · 2 November 2022
Agent replied · 13 June 2024
Hi,I appreciate the time you have taken to send this today. We can certainly investigate these issues further for you. I can review the live chat that you're referring to understand what's happened on the chat. Thanks, Jordan
★★★★★ 5/5
TrustpilotDavid was patient and listened
David was patient and listened to what I had to say about my 2 repairs with Homegroup. He helped settle me as I'm 76 years of age and I worry so he had to deal with me too!He was very efficient and sorted the problem out made me a booking. I can say Homegroup do look after their clients even when it takes a little time or not !thank you !
Carol · 2 August 2023
Agent replied · 10 June 2024
Good afternoon CarolIts great to hear that David helped you today with your repairs thank you the 5* star review. Kind RegardsStephenie
★★★★★ 5/5
TrustpilotThomas was very helpful
Thomas was very helpful, sorted a repair and booked for next week, fingers crossed, as past experience with Home Group has been less than, well, no kind words to be honest. Also Thomas chased up our request for the Housing Manager to make contact, still waiting. Thank you Thomas.UPDATE: 18.1.2024Still Waiting For Area Manager to make contact !!!!! :(4 months and counting.......................
Carol · 18 January 2024
Agent replied · 10 June 2024
Hi Carol,Thank you for taking the time to leave a 5* review. I have passed on your kind words to Thomas.Kind RegardsDavid
★★★★★ 1/5
TrustpilotAvoid homegroup
Not going to waste my time writing a long review. A service charge is being paid monthly, yet no service is actually being provided.
Harsh · 3 September 2026
Agent replied · 24 September 2026
Hi Amit,
I am so sorry to hear this has not been fixed and the issue with the smell. I have raised this with the Housing Manager to investigate it further and asked them to contact you regarding the ongoing issues
Kind regards
Jason
★★★★★ 5/5
TrustpilotSuccess at last
Today I spoke to Phoebe online chat about various problems over a long time period. I was so happy to chat with someone who listened and took action to help me resolve my queries. Phoebe was polite and courteous and very professional.. I felt happy when the call ended that my concerns and request will be dealt with now.
Sarah · 13 March 2024
Agent replied · 10 June 2024
Hello Sarah Thank you for taking the time to leave a 5* review for us. I am glad Phoebe was able to help you. Thank youKind regardsStephenie
★★★★★ 4/5
TrustpilotNo one showed for repair but chat support very helpful
Booked a repair about an extractor fan last week, sadly no one came at the appointed time, so I popped onto the chat support today, Reece was very helpful reported no one had showed and assured me someone would contact me soon, also reported a problem with my central heating and someone called to book an appointment immediately. Very helpful and Friendly.
Kiera · 21 November 2023
Agent replied · 10 June 2024
Hello Kiera Thank you for taking the time to leave us some feedback. I am glad we could help you and Reece was helpful, I will pass this onto him. Thanks againStephenie
★★★★★ 5/5
TrustpilotLive Chat Experience
Rebecca was very quick to get back to me on Live Chat and was able to signpost me (by way of email address) to the relevant team within 10 minutes. I did not have to sit waiting to speak with anyone, and her replies were instantaneous. Rebecca kept me updated whilst she made enquiries her end and is a credit to the team.
Jodie · 23 October 2023
Agent replied · 10 June 2024
Hello Jodie Thank you for leaving us feedback and I am glad Rebecca could be of help on our live chat service. I will feed this back to her as I am sure she will appreciate this.Thank you Stephenie
★★★★★ 5/5
TrustpilotMichelle was very helpful helped me…
Michelle was very helpful helped me fill out forms that I needed to do and even went above and help with other forms for help with our dog amazing I don't know what I would have done without her support thank you for everything
Kate · 15 October 2024
Agent replied · 26 October 2024
Hi Kate,Thanks for taking the time to leave a review. We are so happy to hear that you received great customer service and that Michelle was able to resolve your issue quickly. I will pass on your kind comments.Kind RegardsJason ;-)
★★★★★ 5/5
TrustpilotI was speaking with Reece this morning
I was speaking with Reece this morning, he was very efficient and helped me with all my repairs that I had needed done
Sharon · 20 August 2026
Agent replied · 24 September 2026
Hi Sharon,
Thank you for taking the time to leave such a lovely 5-star review.
I'm really glad we were able to get your repairs sorted and make sure you got the help you needed. It was a pleasure speaking with you, and I'm pleased we could get everything arranged for you.
If there's ever anything else we can help with, please don't hesitate to get in touch.
Kind regards,
Reece ☺️
★★★★★ 1/5
TrustpilotTerrible repair service
Following my previous review regarding the frustration I had logging a repair this is a follow up to the repair itself. Appointment was arranged quite quickly which is good as I've barely any hot water coming out of any tap in the house and unable to use bath/ shower all week. Took time off work and waited all afternoon for a plumber to arrive. A general engineer was sent who was a nice guy but unable to even touch the pressurised hot water system. Only here 5 mins and a complete waste of mine and his time. I might have been a bit more understanding however I never find even the most simple repairs to go smoothly with Home group. It's a really appalling repair service, never runs to plan and lacks communication and clarity between home group and the contractors. When things go wrong they just blame each other.
A · 8 October 2021
Agent replied · 10 June 2024
Good morning. We're very sorry to hear about this. We'd like to get things sorted out for you so would you please join us in a live chat via our website www.homegroup.org.uk so we can arrange the help you need? Thank you
★★★★★ 1/5
TrustpilotLiving in a Home Group property has…
Living in a Home Group property has been a deeply distressing experience. Their persistent negligence regarding financial errors and their dismissive attitude toward safety concerns have caused me significant personal distress, leading to multiple breakdowns.
Aron · 10 May 2026
Agent replied · 7 June 2026
Hello Aron
Thank you for talking to me today about this review. I have understood what you want and have sent a case to the housing manager for you to look into. I am sorry you feel this way and i will for sure look into this for you.
Kind regards
Stephenie
★★★★★ 5/5
TrustpilotGot a satisfactory solution rather…
Got a satisfactory solution rather quickly staff was very nice and service was great
Tyler · 21 September 2026
Agent replied · 26 October 2024
Hi Tyler,
Thank you for taking the time to leave us a fantastic 5⭐ review!
We're delighted to hear that you received a satisfactory solution quickly.
Thank you again for your kind feedback.
Kind regards,
Reece
★★★★★ 5/5
TrustpilotHome Group's customer service was…
Home Group's customer service was polite, patient and listened to my worries. Thank you.
Gabriel · 16 September 2026
Agent replied · 24 September 2026
Hi Gabriel,
Thank you for your great 5-star review!
Thank you for taking the time to share your feedback.
Kind regards,
Jason
★★★★★ 5/5
TrustpilotGreat customer service
Prompt response to my query and Adriel the agent sent me a link to the information I needed. I'm impressed with the support line and everything was sorted within 5 minutes.
Steve · 22 May 2026
Agent replied · 7 June 2026
Hello Steve
Thank you for taking the time to leave a review for Adriel. I am glad you were impressed by him. I will forward this on.
Kind regards
Stephenie
★★★★★ 3/5
TrustpilotTook a while to reply on the online…
Took a while to reply on the online chat, other than that everything was ok
WPC999 · 7 September 2026
Agent replied · 24 September 2026
Hi WPC999
Thank you for your 3-star review!
Sorry it took a while to respond to your online chat. We are working on improving the level of support available.
We appreciate you taking the time to share your feedback!
Thanks,
Jason
★★★★★ 5/5
TrustpilotFantastic customer service as always…
Fantastic customer service as always easy to report my repair with stress
Toni · 21 September 2026
Agent replied · 24 September 2026
Hi Toni,
Thank you so much for taking the time to leave us a 5⭐ review!
We're delighted to hear that we were able to make the process easy and straightforward for you. Your kind feedback is greatly appreciated and will be shared with the team.
Kind regards,
Reece
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
