Home Group Avis 

I live in a shared ownership flat part owned by Homegroup. I am consistently surprised by how incompetent they are at addressing even the most basic or repairs of enquiries. It takes weeks of constant chasing to get something small done and threats of going to the ombudsman to get something big addressed. Please avoid them.

Joyce was helpful and made an appointment straight away

Thank you for your reply, Reece.

Unfortunately, this is exactly the issue I have been trying to explain.

I have already made it very clear to Home Group that I am not available on 24th August, yet the appointment was still booked for that date without checking my availability first.

I was previously told by Home Group that the appointment would be cancelled and that a scheduler would contact me to arrange a new appointment. Despite this, I then received another email and text confirming an appointment for 24th August.

I had also specifically asked in writing that no further appointments be booked until somebody has contacted me and agreed a suitable date and time with me first.

Your response says you understand my concerns about appointments being arranged without prior agreement, but this is still happening. Calling me after an appointment has already been booked is not the same as contacting me beforehand to agree an appointment.

I am self-employed and cannot simply be expected to cancel work or other commitments whenever Home Group decides to allocate me an appointment. I have already lost enough working and family time waiting in for appointments, including the confirmed appointment on 17th August when nobody turned up.

Please cancel the 24th August appointment and contact me BEFORE booking another one. I am more than happy to arrange a mutually convenient appointment, but I need to be asked about my availability first.

This really should not be this difficult.

I was speaking with Reece this morning, he was very efficient and helped me with all my repairs that I had needed done

It is a slow and laborious process that took twenty five minutes to report simple repair. I must be as frustrating for the live chat person as it was for me! I thank them for their patience. I need a cup of strong tea now.

Fast and clear responses, friendly conversation.

Very good thanks

Helpful at things on anything

From Giuseppe

My issue needs to be resolved urgently, but I was told my housing manager had been informed and would be in touch within 5 days. When I said this was going to be too late, the said OK I've told him to contact you as soon as possible. This needs to be resolved today and I was hopingthe chat would resolve it immediately.
Edit: It turned out I was able to get my issue resolved the following day without speaking to my housing manager.

Very helpful

Excellent all round.

The customer service operator, Susie, is so polite , listens attentively and ever so helpful. Thank you Susie .

Review of Home Group – Buxton House

I’ve been living in the new-build flats at Buxton House, and unfortunately the standard of maintenance and customer service has been extremely disappointing.

Since moving in, we’ve experienced a number of ongoing building issues. The lift seems to require repairs almost every month, which is incredibly frustrating for residents, particularly in a new-build development.

The communal areas are also frequently left dirty and dusty, and the car park is particularly bad. The cleaning and general maintenance of the communal spaces and gardens do not feel sufficient for the level of service residents should reasonably expect.

What makes this even more disappointing is that the service charge continues to increase, while the quality of the services being provided remains poor. For a relatively new development, I would expect much better standards of upkeep, cleanliness, maintenance and communication.

Customer service has also been a major issue. Getting problems addressed can be difficult, and the overall experience has left me feeling that residents are paying more without seeing an improvement in the service we receive.

Home Group really needs to take a closer look at the management and maintenance of Buxton House. Residents deserve better, especially when we are paying increasing service charges for these services.

Susie was very helpful today. She was patient in waiting for a full explanation and then was able to help resolve my query fully. And offered advice on follow-up support.

Extremely disappointing service from Home Group. Residents are paying significant service charges, yet basic cleaning, maintenance and security are repeatedly falling below an acceptable standard.

Pigeon infestations, droppings, dead animals, dirty communal/bin areas and unresolved maintenance issues have been repeatedly reported, but problems continue. The car park gate has even been left unsecured for days despite emergency reports.

Residents are increasingly questioning exactly what our service charges are paying for when basic services are not being delivered properly. Numerous residents are experiencing the same issues and are now considering collectively escalating the matter.

Home Group needs to listen to residents, provide transparency over service charges and actually deliver the services we are paying for.

Homegroup are clueless and unhelpful. Still early to know if Joyce helped me. I need my housing allocation changed from a 3 bed to a 4 , she clearly didn't know what to do do says she's passed my query on to the housing management. But homegroup regularly ignore me so we'll see.

Easy to report issue and resolved rapidly

Nothing was resolved because im not a home group customer, and my complaint is about the maintenance of the carpark owned by home group, its has weeds growing along the back of the fences owned by home group residents and moss outside no 5 Foula Terrace Dundee DD49TB. Hopefully this can be resolved and I will be able to put a review up

The request I asked about was very positive and helpful from your colleague.

Very quick response time, great quality service and Yvonne was great!

Reece was really lovely and helpful, answered everything required and quickly! Problem solved in less than 5 minutes.
Thanks!!