HML Group Bewertungen 1’297

You have 48% one-star reviews. That equates to 578 dissatisfied customers.

Your property managers are uneducated, ill-mannered and incompetent.

The managers of your property managers appear to serve no purpose whatsoever. Certainly they are unable to influence the actions of their employees.

Your "customer experience" staff ignore e-mails when it is more convenient for them to do so.

Meanwhile, there is an unaddressed rodent infestation in my building.

Shame on you all.

Awful company, they have doubled the service charge in one year.

They claim that intercom is not covered by the ludicrous management fees, what is?

I have also hit me with a bill for last year’s overspend when I only owned the property for two months of the year!

I have had to pay this as they refused to let me pay for only the 2months that i have actually owned the flat. They also started sending threatening emails saying an extra charge of £99 will be added to my balance if not paid within 7 days.

May sell the flat to get away from these criminals

HML have been the property manager of my flat for the last couple of years and the experience with them has been terrible. They never reply and don’t action anything. They’ve been ignoring a drain problem despite me flagging it over and over again and providing surveys from 2 companies stating that the faulty drains are causing rising damp in my flat and need to be replaced asap.
On top of that they’ve been making service charge demands without getting sign off from the directors first and have completely miss-managed really expensive major works on one of the blocks.
Would strongly advise against using them as property management company.

They are terrible pick up sums from thin air, absolute theft. From public Christmas trees we pay for to window cleaners I’ve never seen and a guy that cleans public walkways that we have to pay for when it’s public walkways. RIP off not even a one, reason I want to move

Highly inefficient management company. Good at sending emails and charging but terrible at actually solving problems.

No pride in their work and an ineptitude that is hard to fathom.

Avoid HML at all costs. This is, without doubt, the worst property management company I’ve ever had to deal with. Communication is appalling, they rarely respond to emails or phone calls, and when they do, it’s often dismissive or unhelpful.

Despite repeated attempts to reach someone in management, getting any kind of response is near impossible. After months of trying, I finally received a call from the property manager only to be met with unprofessional and aggressive behaviour. I was actually sworn at and accused of lying about having contacted them, which was both shocking and unacceptable.

HML consistently fails to deliver on promises, takes no accountability, and shows zero respect for the people they’re meant to serve. In my experience, they are disorganised, evasive, and not to be trusted. I would strongly advise anyone considering them to look elsewhere.

Spent 10 months trying to get HML to take action on a issues in our property block. No follow-ups, their staff not responding for months at a time, no handover internally when staff are away, never call back when they promise they will, and zero sense of ownership. You need to chase and escalate for everything.

They seem to be massively understaffed, and also regardless do not perform well. Could not recommend.

Although I'm willing to pay the service charge fee, I haven't received any action or updates on the only two requests I submitted through their portal, even after several months. No action and no update. I can't even say terrible service - it's non-existent.

UPDATE 20/08/2025. I emailed the details on 17th July, however as expected no response or action.

I had fantastic customer service from Juliana Webb. She was really helpful, efficient and friendly.

HML have their own brokering service which adds a huge mark up on business electric rates, resulting in thousands of pounds per development being extracted to themselves as the brokers.

Ambily Was so efficient in dealing with my request. I needed documents sent over to me in a really short space of time and Ambily understood the urgency and provided what I needed the same day. Thanks so much

This management company is shockingly bad.

They charge extortionate rates, are hard to get hold of, and do a terrible job of addressing concerns and maintenance.

Communications go unanswered. For example, I asked for our building’s asbestos report in February. Eventually I received an asbestos report for a building that I do not live in and is not even in the same London borough. I pushed back and eventually got the asbestos report for my building but it was out of date by three years and contained open action items. I requested an updated asbestos report, as they are legally obligated to produce these every 6 or 12 months, and asked what work was done to address the action items. I have not received anything. It is now the end of June. I called and asked about this and my property manager told me that there is no asbestos in my building, that the asbestos is only in the building next door. This is contrary to the old asbestos report I have that says there are several locations of partially damaged asbestos throughout my building. I pointed this out and the project manager hung up on me.

HML do not enforce the quality of the work their contractors do. For example, residents reported a large climbing plant on the building which was covering windows and flues from boilers, which is dangerous as windows are escape routes and a covered boiler flue can result in carbon monoxide ingress. HML should have removed the plant well before it was able to grow up to the second floor. Eventually one contractor was hired to remove the plant and they only removed the part they could reach from the ground, leaving it growing up the first and second floor. HML did not check their work and simply paid their invoice. I complained and another contractor came to finish the job. HML then paid their invoice. This means that what should have been simple maintenance resulted in duplicate contractor charges which comes straight out of the leaseholders’ pockets. Furthermore I found roots from the plant were growing inside my flat and causing a leak. HML warned me that this was likely outside of their responsibilities and if I wanted to get it fixed, it would be charged directly to me. It’s suspicious that they implied this around the same time that they emptied our reserve fund to redecorate the communal stairway in order to sell off the remaining two flats.

I have a laundry list of items I could share here. But rest assured it’s just more of the same.

At best, HML are riding the line of legality. At worst, they are intentionally breaking the law.

“Shayana was incredibly helpful throughout the process of contacting B-hive accounts to discuss and arrange an instalment plan. She took the initiative to reach out on my behalf, communicated clearly and efficiently, and ensured that all necessary details were handled promptly and professionally. Her support made a potentially stressful situation much more manageable, and her efforts are truly appreciated.”

Pathetic service, you can't connect with them on the phone or through the portal! It's just shocking. You get no evidence as to why the service charge was raised, etc, etc. Since last year I have been chasing them for some in documents, in Apr I got a message from the portal stating that they have closed my enquiry as they have supplied me with the information when they hadn't! From April I have been emailing them but zero response. Phone calls never get answered by the operator, gave up on trying today. Thinking of contacting the first tribunal.

I pulled out of a flat sale because of this management company. They took forever to send documentation and to reply to enquires. There seemed to be some big compliance issues that they weren’t prepared to address as well as a broken window and a balcony which wasn’t safe. It was a shame because I loved the flat and felt bad for the sellers, but I knew I would encounter the same issues.

Communication with the company can be extremely difficult. Phone numbers go to a central menu and callers are then cut off. Email communication can be slow and difficult. There seems to be a lack of communication between local site managers and central departments. A year ago I was unable to obtain permission to rent out a flat to Ukranian refugees. The site manager passed the enquiry to head office who passed it back to the site manager. Neither were able to deal with it and give a yes or no. More recently I have been trying to sell my property. Getting answers to queries from the buyer's solicitor has been a slow and painful process with muddle and miscommunication. I would have given HML a lower score had it not been for Michelle Rose in the conveyancing team. She finally
took my case on board and worked towards
an outcome. HML needs more people like her. Having a named person and direct email
address made all the difference. Emails sent to the generic B Hive address only obtain a
sporadic response. Having different people dealing with the emails means that complex
tasks are not worked through to completion.
Site managers do their best but they do not seem to be fully supported by the rest of the organisation.

Shayana has always been extremely helpful and quick with all accounting and finance queries - really apreciate the fast and accurate response times

The cost of a the selling your home pack is very expensive. I requested the 5 day pack which was even more expensive. However, I was still having to ask for further information which hadn't been included in the pack. It wasn't easy to speak to the correct person/department each time I called. Initially my solicitor was informed that it wasn't yourselves that provided the sellers pack, which it clearly was. When looking what other similar providers to yourselves, their home sellers pack are considerably cheaper.

I have worked a number of years with HML as the management company for various different apartment blocks that I am associated with and have found them to be the best out there and would have no problem recommending them.

One block that comes to mind that I would certainly give 5 stars too would be Chalfont Court. The property manager there, Jade Hodson is always on hand when needed, deals quickly and efficiently with all the problems and handles the tenants kindly and professionally. Nothing is too much for her and we benefit from a well-run apartment block.

Jade Hodson is our Property Manager. She is very proactive and extremely knowledgeable. When we ask for her input, we know that she will rise to the challenge and resolve the problem. She is always polite, and is always more than helpful.