HML Group
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Needs to improve communication and response times
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.