Consistently messed up a no water issue for 4-5 weeks. Every single time it can’t be repaired and gets worse. Numerous leaks in flat. Customer service is condescending and housing manager Sheila Kaur hides away to avoid any blame . Disgraceful behaviour

My mother scheduled a plumbing appointment on the 18th at Naples House in York, with an expected arrival window between 12 and 5 pm. She waited all day and received two text alerts indicating the plumber was on their way—one earlier in the afternoon and another around 3 pm. However, no one ever arrived, rang the bell, or knocked on the door. My mother also checked regularly through the window, and at no point was there a Home Group vehicle in sight, as she was actively expecting their arrival. When we followed up on the 20th to report that no one had shown up and the work had not been completed, we were informed that the worker allegedly arrived at 3:20 pm. This response was given without any apology or acknowledgment of the inconvenience caused, and there was no explanation for why no work was carried out. The lack of communication throughout the entire process is unacceptable, and the unbothered attitude from Home Group’s staff has made the situation even more frustrating. My mother is now being told she must wait even longer for this issue to be addressed. With it now being the weekend, this unresolved plumbing problem will likely continue into another week—potentially beyond Christmas. It is deeply concerning that Home Group continues to display such a lack of care and professionalism, especially given the already numerous terrible reviews from other customers about similar issues. The inability to complete work, coupled with dismissive communication and a lack of accountability, is unacceptable. Please ensure that your team understand the importance of accurate reporting and follow-through to prevent situations where necessary work is left incomplete. Some individuals may struggle to contact you to follow up, leaving them vulnerable and forgotten about. This lack of urgency and care for customer needs is shocking and reflects poorly on Home Group as a service provider. We hope Home Group will take immediate action to resolve this issue and urgently address the systemic issues within your processes. Customers deserve much better communication, professionalism, and respect than what has been demonstrated.

Ridiculous company- they make you jump through hoops to prove you’re a low income earner to purchase one of their leaseholds then hit you with a £2,000 per year service charge for absolutely nothing given that the place is rarely cleaned and the doors would come off with a hard kick.