HML Group Bewertungen 1’297

Ya Wen has been excellent in providing prompt and helpful assistance

Great and helpful

Shambles of a company, claims to have sent correspondence but nothing has arrived & no proof of sending anything. As a result adding arrears onto service charge

Speaking to Ya Wen about a few issues at my building recently and she has been speedy w replies and I appreciate this so much! Ya Wen follows up and to the best of her abilities, tackles my complaints well from badly clogged outside drains to Leaky mains pipe by my private entrance to the dodgy broken step by my door.

Appreciate you Ya Wen! Now get my step fixed :-)

The Richmond branch were totally useless. Non-responsive, and when responses were given they were half-arsed. Often emails required several chases, I think the quickest response I ever received was about 4 weeks, standard response time probably closer to a few months. I am not entirely sure what we were paying them for.

We transitioned away from HML Group last year, and unfortunately, I cannot say it was a positive experience. We are a small residents' association of freeholders managing a leasehold road, where every penny counts — yet HML consistently fell short of expectations.

It has now been three months since the handover to our new management agency, and HML has still not transferred all remaining funds from our account. Despite repeated follow-ups — starting with polite emails and escalating from there — we’ve only received partial amounts in irregular instalments, without any clear explanation or confirmation of when the process will be completed. For a small group like ours (fewer than 15 households), maintaining a positive cash flow is critical, and this delay is causing unnecessary stress.

Last year, we also ran into issues with our energy provider due to poor management by HML and their partners. A replacement energy meter was installed, but incorrect details were submitted, forcing us as directors to intervene and handle the billing manually. To make matters worse, it appears HML enrolled us — without notification / approval — in an overpriced energy contract via a partner company, which could double our energy costs this financial year if not resolved.

We faced similar problems with our insurance renewal. HML failed to secure a competitive rate, so we went directly to market and reduced our premium from £2,000 to £600 — this was caught by us as directors early, prior to the over expensive insurance policy taking effect.

In all, our experience with HML was marked by poor communication, lack of accountability, and service not suited for a small residents assocaition directed by volunteers — which ultimately led us to move on.

I’m writing this review not out of frustration, but in the hope that someone within HML might take notice and help us conclude this transition properly. We simply want to part ways cleanly — without having to chase for our own funds week after week, or deal with third-party contracts we never authorised. Frankly, the last few months has been a waste of time for both ourselves and those handling our emails. We’d greatly appreciate a swift, professional resolution so we can all move forward.

B-hive has honestly been a breath of fresh air. After a very complicated and arduous sales process involving other organisations, I felt like I was at my wits end. Then I was introduced to Tahirah at B-hive.

She went above and beyond to make sure I got the management pack I needed quickly. Thanks to her warm, responsive and genuinely helpful customer service, the process became so much easier. After my experience, I'd highly recommend working with B-hive again.

I don’t have a lot to say about HML as a whole but I have had a good experience with our new building manager. Since becoming our building manager, Ya Wen has been extremely helpful with requests and ensured the issues raised were resolved very swiftly. I appreciate her quick and clear communication over email.

HML are a terrible company
We can’t get them to do anything get fobbed off all the time
The bin store doors were not painted for the 13 yrs I lived here and from what I heard it’s a lot mor3 many years than that
Eventually the got painted ooooo
What a job painted over the cobwebs even not rubbed down pitted marks under paint from old paint. “Terrible job”
Not one person from management came to check
It’s like that all over the estate cheap company’s doing a crap job. And we are paying for that
Unfortunately although contracts state that you can not buy to rent it has been discarded so at least half the estate is rented.
Sorry to say they don’t give a damn and neither do HML
Date of experience from we moved in till now
November 2013 to march 2025

Since the Romford branch has taken over the development it is nothing but a fight to get our voice heard. When there is a reply to emails it is brunt, contractors chosen by them who damage property apparently HML don’t involved in disputes. They also don’t answer questions regarding overdue things stated in the lease. Gardening isn’t carried out as stated in the lease, suggestions to change them get ignored. I can’t actually can’t believe I’m forced to pay for such a rude incompetent service.

Thank you Georgia in the credit control team helping to assist with my account,

This is appreciated

It is hard to truly express how poor the service provided by this company is! They mismanaged our accounts, failed to meet service levels and were totally unresponsive. On top of this their charges are far too high and increase at a rate well above inflation. If you are with them find another property management company. If you are thinking of using them then think again!

Nahida Gholam was great in helping me with my request at such short notice, helping me out with empathy in a very difficult predicament. Thank you Nahida, you were great!!

AVOID AVOID AVOID! We investigated our service fees at the end of last year. HML’s fees were DOUBLE the HIGHEST quote we got!!! Two months later I’m still waiting for them to justify their fees, which have risen 66% in 14 years. The service level is obviously appalling as all of the other reviews left by genuine customers will tell you! If you are a customer my advice is CHALLENGE YOUR FEES. Every year when you receive your budget for approval tell them you want a justification of fees which they are legally obliged to give - they must tell you exactly what each £ is being spent on. Then say you will pay 20% less and you will ask the ombudsman to review if they don’t agree. Include any issues you have had with your service level as justification - if you can’t think of any specific ones or you don’t have time, tell them you have sought other quotes and their fees are considerably higher. Keep it simple, don’t cave when they try to intimidate you! If they try to time pressure you to approve the budget tell them you must receive justifications first. THIS IS YOUR RIGHT WHICH THEY RELY ON YOU NOT KNOWING. If you have any problems with your service level, submit them as official complaints. This gives them 14 days to respond in line with their own complaints procedure. If you don’t get the outcome you want, go to the ombudsman. Ideally just leave HML and find a smaller local provider - we’re going to go with Merlin Estates but there are others. Don’t let this company pray on your naivety and take advantage of your trust!!

Overall HML have been a reasonable property management company for the last 10 years. Better than some others we have used.

More recently, Ya Wen has been our new manager and has been really responsive and helpful.

Nahida has been very helpful and excellent in responding to our enquiries. She really helped our sale transaction to proceed as smoothly as possible. Thank you Nahida!

HML do not reply or respond within a reasonable time as per guidance in their contract as caretakers . Essentially they think owners and tenants are answerable to them this is not the case they are actually answerable to owners and tenants. They over step their mark in what they can do.

HML once were pretty good at what they did. However in the last two years or so the service has completely dropped with incompetence and inexperienced management that constantly ignore community requests and communication and their obligations.

Welfare and safety is also a high concern along with property damage that is not being resolved. No vermin control in over 3 years now . This is causing further rodent and vermin issues which are being ignored. The company hasn’t visited our properties in months and keep reneging on the meetings scheduled.also a contractual breech. They will on occasion be verbal but that stands no evidence a sin one word against another sadly.

So what can be done. The long and short of it is that HML are contracted by owners and Directors of the sites/blocks. They are in all sense and purposes employed as caretakers and as such are actually under contract to do a job. They are not who we answer too and as such can be dismissed or terminated due to failure to uphold the contract and breeches of contract. Finances also are not transparent with this company.

It’s very sad when a company once did a good job is now not fully aware of the people that are not cascading the relevant information up the chain so they are aware at senior levels and are in belief that all is well.

Until they take action with the management in the areas concerned they will unfortunately leave a sour taste in the mouths of many. Even our contractors have disclosed the costs they charge to HML so we are aware of the actual costs incurred.

Our site in particular is now in very poor condition and is attracting the wrong elements to it. Yet they cannot provide a breakdown as per their legal obligation as to where the money has gone nor provide signed agreed contracts and terms.

Such a pity really as it was a beautiful place to live before but is in demise now and it’s a constant battle with an inadequate manager.

B-Hive has dealt with all my enquiries promptly and diligently. I have received great customer service experience by specifically Nahida Gholam who has been patiently dealing with my matter from start to finish. Thank you for all your help.

Ya Wen is so responsive - much improved service from the provision we had before. thank you!

Ya wen dealt with a few recent issues in an efficient & professional manner. Replying to any communications
promptly & actioned the problems.