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Housing association · 55,000 homes

How to complain about Home Group, and what to do if they ignore you

Home Group manages around 55,000 homes across England, with significant operations in the North East, North West and Yorkshire. The group reported a major restructuring in 2023 to focus on its core social rented business, and complaints handling has been a stated focus of the leadership team.

A deck-access British council flats block

Home Group's repairs are delivered through a mix of in-house teams and third-party contractors. When repairs fail, tenants can sometimes find that no one party takes ownership. Section 11 puts the duty on the landlord regardless, Home Group can't subcontract its way out of its statutory obligations.

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How to complain about Home Group

If Home Group has left a repair undone, you have the right to complain, and to escalate it for free if they ignore you. Here is the order to follow.

  1. 1

    Complain in writing. Send Home Group a written complaint, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint, and they should reply within about 10 working days.

  2. 2

    Ask for a stage 2 review. If you are not happy with the reply, ask Home Group in writing to look at it again at stage 2, the final stage of their process. They should reply within about 20 working days.

  3. 3

    Escalate to the Housing Ombudsman. If Home Group still does not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman, the free service that reviews social-housing complaints. The Ombudsman has already named Home Group in its 2024-25 review for upholding tenants' complaints, so you would not be the first.

  4. 4

    If a repair is still not fixed, get free advice. If the problem is disrepair such as damp, mould, a leak or broken heating and Home Group has ignored it, call us free. We will tell you where you stand, and you may have a claim. We deal with Home Group for you, and there is no cost to start.

Call free: 0800 030 4669

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Home Group contact info

Verified from Home Group's own website on 2026-05-18. Always double-check before sending, landlords change contact details.

General customer service
0345 141 4663
Head office address
Home Group, 2 Gosforth Park Way, Newcastle upon Tyne, NE12 8ET
55,000
homes managed
24hr
Awaab's Law emergency repair deadline
10 days
to investigate a serious hazard
6 years
you have to make a claim

How Home Group's own tenants rate them

These are Home Group's own tenants' scores, collected by the housing regulator in 2024-25. We didn't pick the numbers.

RSH TSM 2024-25 · gov.uk source · Home Group's own TSM page

Happy with their landlord overall68.2% vs 71.8% for most landlords (below average)
Happy with repairs65.6% vs 73.6% for most landlords (below average)
Repairs done in good time61.3% vs 69.5% for most landlords (below average)
Home kept in good repair69.4% vs 71.9% for most landlords (below average)
Happy with how complaints are handled32.4% vs 35.5% for most landlords (below average)

Most landlords means the middle score across every social landlord in England in the 2024-25 regulator data. The thin line on each bar marks that middle score.

Home Group: Housing Ombudsman record 2024-25

The independent statutory review of social-housing complaints 2024-25 (published 23 September 2025) named Home Group for upholding tenants' complaints of maladministration over repairs and conditions.

Source: independent statutory complaints review 2024-25. housing-ombudsman.org.uk · published 23 September 2025. See all 2024-25 records.

Why work with us

Four things we commit to on every case. No fabricated stats.

No win, no fee

If you don't win, you don't pay us. And you are dealing with a regulated, authorised firm, not a cold-caller.

Nothing to pay up front

You pay nothing to get started, and nothing at all if you lose. If you win, the fee only comes out of your compensation, never out of your own pocket, and it is capped by law.

Honest advice

We tell you on the first call whether your case is worth pursuing. We are not paid by case volume, so you get a straight answer.

Common issues with Home Group

Based on public statutory complaints records and tenant reports. Awaab's Law deadlines apply regardless of which issue you report.

Damp and mould

Significant hazard: 10 working days to investigate, 5 to complete under Awaab's Law.

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Leaks and flooding

Emergency hazard: investigate in 24 hours under Awaab's Law.

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Broken heating and hot water

Emergency hazard: investigate in 24 hours under Awaab's Law.

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Home Group's complaints process

The route they publish under the statutory Complaint Handling Code. Awaab's Law deadlines (24 hours for an emergency hazard; 10 working days to investigate a significant hazard, then 5 working days to complete the works) run in parallel, the complaints clock and the repair clock are separate.

  1. 1

    Stage 1

    Target: 10 working days for response

    Online form, email complaints@homegroup.org.uk, or call 0345 141 4663.

  2. 2

    Stage 2

    Target: 20 working days

    Escalation handled by Customer Experience team.

  3. 3

    Still not fixed?

    If Home Group miss these deadlines or still leave the problem unfixed, you may have a claim. Call us free on 0800 030 4669.

Sample complaint email to Home Group

Copy this, fill in the bracketed details, and send. Cites Section 11, FFHH Act and Awaab's Law, landlords take it seriously.

Subject: Formal complaint: disrepair at [your address], Section 11 and Awaab's Law

Dear Home Group,

I am writing to formally complain about disrepair at my home at [your address].

The issue: [describe damp / mould / leak / broken heating / other, be specific about rooms, when it started, and any health impacts].

I reported this on [date] via [phone / email / portal / in person]. The reference number I was given is [reference if any]. To date, no proper repair has been completed.

LEGAL POSITION:

Under Section 11 of the Landlord and Tenant Act 1985, you have a duty to keep the structure and installations of my home in repair.

Under the Homes (Fitness for Human Habitation) Act 2018, my home must be fit for human habitation.

Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force 27 October 2025), if this hazard is an emergency you must investigate within 24 hours and offer alternative accommodation if the home cannot be made safe. If this hazard is a significant hazard, you must investigate within 10 working days, complete the relevant safety work within 5 working days of finishing that investigation, and provide a written summary of your findings within 3 working days of the investigation.

This letter constitutes formal notice. Please acknowledge within 5 working days and issue a stage-1 response within 10 working days, as required by your published complaints policy and the statutory Complaint Handling Code.

If you fail to respond or to act within these timeframes, I reserve all my rights including escalation to the Housing Ombudsman and a legal claim for compensation.

Yours faithfully,

[Your name]
[Your address]
[Your phone]
[Your email]

Don't want to do this yourself? Use our free letter builder for a PDF, or start a claim with us and we'll handle the whole correspondence.

Frequently asked questions about Home Group

What is Home Group's phone number?
Home Group's general customer service line is 0345 141 4663. (Verified 2026-05-18.)
Where is Home Group's head office?
Home Group's head office is at Home Group, 2 Gosforth Park Way, Newcastle upon Tyne, NE12 8ET. (Verified 2026-05-18.)
How do I complain about Home Group?
Complain to Home Group in writing first, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint and they should reply within about 10 working days. If you are not happy with the reply, ask in writing for a stage 2 review. If they still do not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman for free.
What can I do if Home Group have ignored my repairs?
Put the complaint in writing again and keep a copy, because the legal deadlines run from when Home Group were told about the problem. Under Awaab's Law a significant hazard must be investigated within 10 working days, and an emergency hazard within 24 hours. If nothing happens, follow Home Group's two-stage complaints process and keep a record of every stage. Or call us free on 0800 030 4669 and we will deal with Home Group for you.
How long does Home Group have to fix my repair?
Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force from 27 October 2025), Home Group must, for an emergency hazard, investigate within 24 hours and offer alternative accommodation if the home cannot be made safe in that time. For a significant hazard, Home Group must investigate within 10 working days, complete the safety work within 5 working days of finishing that investigation, and send the tenant a written summary of findings within 3 working days of the investigation (which runs at the same time as the 5-day works window).
How do I report damp and mould to Home Group?
Report it to Home Group in writing if you can, by email, their online portal, or by phone with a reference number, and keep a copy. Describe the damp or mould, when it started, and any effect on your health. Reporting in writing matters because the Awaab's Law deadlines only start once you have told Home Group about the hazard. If they do not act within those deadlines, speak to us.
Can I claim compensation from Home Group?
Yes, if you've reported a hazard and Home Group have ignored it past the Awaab's Law deadlines, you can claim compensation. How much depends on how long it went on, how serious it was, and any effect on your health, so we cannot promise a figure. On no win, no fee terms you pay nothing up front, and the solicitor's fee only comes out of your compensation if you win, never out of your own pocket.
What if Home Group have inspected but done nothing?
An inspection alone doesn't satisfy Awaab's Law. The repair deadline keeps running. Keep records of every inspection date, the surveyor's name, and what they said. This pattern strengthens any future claim significantly.
How do I escalate a complaint about Home Group?
Stage 1: formal complaint to Home Group (10 working days for response). Stage 2: written escalation if dissatisfied (20 working days). If they still do not fix it, or 8 weeks pass with no proper response, you may have a claim, speak to us and we will tell you honestly.

Related

By: Support for Tenants editorial team

Last updated:

Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only and not guaranteed; every case is different.

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