How to complain about Home Group
Customer service phone: 0345 141 4663
Address: Home Group, 2 Gosforth Park Way, Newcastle upon Tyne, NE12 8ET
Response time: 10 working days (stage 1), 20 working days (stage 2).
Verified from Home Group's own website on 2026-05-18. Always double-check before sending, landlords change contact details.
How to send your complaint
Home Group accepts complaints by four routes. Pick whichever you can document, written routes (email, online form, letter) are easier to prove later than phone calls.
Slowest, but the most formal. Send recorded delivery and keep the receipt.
Home Group's complaints procedure
- Stage 1, 10 working days
Online form, email complaints@homegroup.org.uk, or call 0345 141 4663.
- Stage 2, 20 working days
Escalation handled by Customer Experience team.
- 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 and we will tell you honestly.
Should you use Support for Tenants instead of complaining yourself?
Honest answer: often not. If your damages would likely be under £3,000 and you mainly want the repair done, working through Home Group's own two-stage complaints process is usually enough.
A claim through us makes sense when damages are bigger (£5,000+ in losses, illness, or destroyed belongings), or when Home Group have been recalcitrant even after you have exhausted their complaints process. Then a legal claim with court-order enforcement is the right tool.
FAQs about complaining to Home Group
Where do I send a complaint letter to Home Group?
Home Group, 2 Gosforth Park Way, Newcastle upon Tyne, NE12 8ET. Verified 2026-05-18.
How long does Home Group take to respond to a complaint?
10 working days for the stage-1 response, 20 working days for stage-2 if you escalate. If they still do not fix it, or 8 weeks pass with no proper response, you may have a claim. Call us free on 0800 030 4669.
What if Home Group ignore my complaint?
After 8 weeks of no proper response you don't need to wait further, you may have a claim. Call us free on 0800 030 4669. Document every contact you've made: dates, times, names, reference numbers. That evidence is what supports a claim for compensation and repairs.
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 (24 hours to investigate and make safe an emergency hazard; 10 working days to investigate a significant hazard, then 5 working days from the end of that investigation to complete the safety work), you may be able to claim compensation. How much depends on how long the problem lasted, how serious it was, and any effect on your health.
See also: Home Group main page · Ombudsman vs a claim · Letter builder · What to do if they ignore you