Home Group
Housing association and care provider. Products & services: Housing, Care and support.
Updated: 3 August 2026
Company Overview
- Industry
- Social housing (housing association; supported housing and care & support)
- Parent company
- Independent — group parent (no external owner)
- Regulator
- Regulator of Social Housing (RSH)
- Ombudsman
- Housing Ombudsman Service
- Customers
- Around 125,000 customers in more than 57,000 homes across England and Scotland (Home Group); 48,687 regulated homes in England (RSH 2025 SDR)
- Legal entity
- Home Group Limited (registered society IP22981R; RSH registered provider L3076)
What customers complain about
Customers most often complain to Home Group about property condition and repairs — especially responsive repairs and damp, mould and leaks — and about how Home Group handles the complaints themselves. In the Housing Ombudsman's 2024/25 landlord report, property condition and complaint handling were the two largest categories of findings against Home Group, followed by estate management. Charges, anti-social behaviour and moving-home issues feature to a lesser degree. Because Home Group also runs supported housing and care & support services, some complaints relate to support delivery and staff conduct rather than bricks-and-mortar. The Ombudsman found maladministration in a high share of the Home Group cases it determined, with orders to apologise, pay compensation, complete works and review processes. Complaint handling itself is a recurring theme, including delays escalating and responding to complaints.
Complaint categories
- 1Property condition and repairs31%
The largest source of Housing Ombudsman findings against Home Group. It covers responsive repairs, and damp, mould and leaks in particular. In the 2024/25 sub-category data, responsive repairs (general) produced 16 findings and responsive repairs for leaks/damp/mould produced 13 (including one severe maladministration), with heating and hot water accounting for a further five (two of them severe maladministration).
Housing Ombudsman Landlord Performance Report 2024/25 — Property condition: 38 findings, 76% maladministration (Table 3.1 shows 37 findings). Share is 38 of 123 total findings. - 2Complaint handling29%
How Home Group handles the complaint itself is a documented, recurring issue — including late Stage 1 responses and delayed escalation to Stage 2. It was the second-largest category of Ombudsman findings.
Housing Ombudsman Landlord Performance Report 2024/25 — Complaint handling: 36 findings, 75% maladministration (national 77%). Share is 36 of 123 total findings. - 3Estate management11%
Communal repairs and maintenance, shared spaces, cleaning and grounds, and management-company issues in blocks — often intertwined with service charges.
Housing Ombudsman Landlord Performance Report 2024/25 — Estate management: 14 findings, 75% maladministration (national 64%). Share is 14 of 123 total findings. - 4Charges and anti-social behaviour
Smaller but present categories: service-charge amount/account queries, and Home Group's response to reports of anti-social behaviour.
Housing Ombudsman Landlord Performance Report 2024/25 — Charges: 9 findings; Anti-social behaviour: 7 findings.
Latest statistics
- 41Determinations (Housing Ombudsman)Apr 2024–Mar 2025
Source: Housing Ombudsman Service, Landlord Performance Report — Home Group Limited, for cases determined 1 April 2024–31 March 2025 (data refreshed May 2025). Figures are Ombudsman determinations, not the total volume of complaints Home Group receives. Home Group recorded no Complaint Handling Failure Orders (CHFOs) in the period.
Contact methods
Complaint journey
- 1
Raise your complaint (Stage 1)
Tell Home Group something has gone wrong, within 12 months of the issue.
Typical responseAcknowledged in 5 working daysWhat happens
Contact Home Group by phone (0345 141 4663), through the online form on its complaints-process page, in person to any colleague, or by post to The Complaints Team, One Strawberry Lane, Newcastle upon Tyne NE1 4BX. You should raise a complaint within 12 months of the issue happening. Home Group aims to log and acknowledge your complaint within 5 working days.
- 2
Stage 1 investigation and response
Home Group investigates and writes to you with its decision.
Typical response10 working days (up to 20 if complex)What happens
Home Group aims to send a written Stage 1 response within 10 working days of logging the complaint, extendable to a total of around 20 working days for more complicated cases. Its stated priority is to put things right at this stage where it can.
- 3
Escalate to Stage 2
If you're unhappy with the Stage 1 outcome, ask for a review.
Typical responseRequest within 10 working daysWhat happens
If you are dissatisfied with the Stage 1 response, ask for it to be escalated to Stage 2, explaining why and what outcome you want. Home Group asks you to request escalation within 10 working days of the Stage 1 response; the escalation is acknowledged within 5 working days.
- 4
Stage 2 final response
A senior colleague reviews the case and issues Home Group's final response.
Typical response20 working days (up to 40 if complex)What happens
A senior colleague reviews whether the original decision was thorough, reasonable and fair, and issues Home Group's final response — normally within 20 working days, extendable to around 40 working days in complicated cases. This is the end of Home Group's internal process.
- 5
Escalate to the Housing Ombudsman
Take an unresolved complaint to the free, independent, binding Ombudsman.
Typical responseAfter final responseWhat happens
If you remain unhappy after Home Group's final response, you can bring the complaint to the Housing Ombudsman Service, which is free and independent and can make binding orders (apologies, compensation, works and process changes). You can contact the Ombudsman for advice at any point during the process. The Regulator of Social Housing does not resolve individual complaints.
Response times
Home Group's published targets under the Housing Ombudsman's Complaint Handling Code are: a Stage 1 complaint acknowledged within 5 working days and a written response within 10 working days (extendable to around 20 working days for complicated cases); at Stage 2, escalation acknowledged within 5 working days and a final response within 20 working days (extendable to around 40 working days for complicated cases). Complaints should be raised within 12 months of the issue, and escalation to Stage 2 requested within 10 working days of the Stage 1 response. Once Home Group's process is exhausted, the Housing Ombudsman can investigate.
If your complaint isn’t resolved
If Home Group can’t put things right, you can escalate — free of charge — to an independent body:
- Housing Ombudsman ServiceSocial landlords
- The Property OmbudsmanLetting & estate agents
Recent news
- 17 December 2025
The Regulator of Social Housing published a regulatory judgement confirming Home Group Limited (L3076) at governance grade G1 and viability grade V2, based on a stability check; a consumer standards grade has not yet been assessed.
Read more - 1 May 2025
The Housing Ombudsman's 2024/25 landlord performance report for Home Group recorded 41 determinations, 82 maladministration findings, a 73% maladministration rate, 5 severe maladministration findings, 159 orders and £40,183 in ordered compensation.
Read more
Earlier cases
- 6 February 2024
Historic: In case 202216840 the Housing Ombudsman found maladministration in Home Group's handling of anti-social behaviour, communal repairs and maintenance, and complaint handling — including a front door left insecure for nine months and a Stage 2 response taking over seven months.
Read more
Know your rights
- Landlord and Tenant Act 1985, section 11
Places a repairing obligation on Home Group as landlord to keep the structure and exterior in repair and to maintain installations for water, gas, electricity, sanitation and heating. Persistent unaddressed disrepair can breach this duty.
- Homes (Fitness for Human Habitation) Act 2018
Requires the home to be fit for human habitation throughout the tenancy — hazards such as serious damp and mould can make a property unfit and give grounds to press for action. This is general information, not legal advice.
- Awaab's Law (Social Housing (Regulation) Act 2023)
Introduces strict timescales for social landlords like Home Group to investigate and fix dangerous hazards, prioritising damp and mould — directly relevant given repairs and damp/mould are Home Group's largest complaint theme.
- Decent Homes Standard
Home Group's social homes are expected to meet the Decent Homes Standard (in good repair, with reasonably modern facilities and adequate warmth); a home falling below it supports a complaint about property condition.
- Housing Ombudsman Complaint Handling Code (statutory, April 2024)
Makes the two-stage process and its timescales a legal requirement for Home Group; failures in complaint handling can themselves be found to be maladministration by the Ombudsman.
Frequently asked questions
How do I complain to Home Group?
Contact Home Group's complaints team on 0345 141 4663, via the online form on its complaints-process page, in person to any colleague, or by post to The Complaints Team, One Strawberry Lane, Newcastle upon Tyne NE1 4BX. Raise it within 12 months of the issue.
How long does Home Group take to respond?
Home Group aims to acknowledge a Stage 1 complaint within 5 working days and respond within 10 working days (up to about 20 for complex cases). At Stage 2 it aims to respond within 20 working days (up to about 40 for complex cases).
Who is the ombudsman for Home Group?
The Housing Ombudsman Service. It is free and independent, and can make binding orders once Home Group's two-stage process is exhausted. The Regulator of Social Housing does not handle individual disputes.
What do people most complain about with Home Group?
In the Housing Ombudsman's 2024/25 report, the biggest categories of findings against Home Group were property condition (repairs, damp, mould and leaks) and complaint handling, followed by estate management.
My complaint is about a support or care service, not repairs — does the same process apply?
Home Group is a major provider of supported housing and care & support services, and the same two-stage complaints process covers those services. If a complaint concerns regulated care, you may also be able to raise it with the relevant care regulator; use Home Group's complaints team as the first step.
Can I go straight to the Regulator of Social Housing?
No — the Regulator does not resolve individual disputes. It focuses on systemic or serious failings across a landlord's homes. For your individual complaint, exhaust Home Group's process and then go to the Housing Ombudsman.
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