HML Group

“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.

The directors of our management company asked HML Bristol to add some of our legal expenses to a leaseholder's service charge account. When I checked the account after 7 weeks, I found that they had failed to do so. Our legal action against the leaseholder was delayed as a result. If I hadn't checked, the account would probably never have been updated. I asked HML Bristol for some financial compensation for their poor service, but they are refusing.

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.

Just the worst. Staff seem to have no desire to actually fix issues and will just pass the buck or blame contractors without doing anything about it. I've been chasing for over six months to no avail. Don't take the five star reviews at face value - many are contractors or people just pleased with a conversation they've had. Read reviews from people who have needed HML to DO something and the results they've had. I implore you... Don't pick HML!!!! Update following comment to contact their customer experience team - I did so and have had no response in the three weeks since.

HML have managed our apartment building and associated grounds cost effectively and efficiently for a number of years now. More than this, they helped the Directors turn a ramshackle company and long neglected building into the model building and company it is today. Central to this transformation has been their Manager, Jade Hodson, who has been the model of professionalism throughout. I recommend her and her company to everyone looking for a new building Manager. With Jade its '5 stars' everyday. Thank you, Jade.

This Company should be the top of Watch Dog lists. They still getting away extracting money from hardworking people.

This management company charges a lot for doing as little as possible. They provide a poor value for money service. Despite numerous HSE notices in the blocks, there are constant breaches which are not taken seriously. Yasmin, our Property Manager, has a lax, woke attitude in dealing with any issues or complaints, including problem tenants and anti-social behaviour. Under our Lease, it is not permitted to keep a cat/dog in our flats but she has even turned a blind eye to tenants having dogs on the site, which breaches not only the Lease but any Tenancy Agreement. The main entrance door to our block is over 37 years old and falling to pieces but rather than replace it, it keeps being patched up! Look elsewhere if you want a decent Management company.

Poor Poor and Poor. These people should be avoided. They are rude, aggressive and charge for things that never happen. In fact, the money you pay goes into a black hole and they will not confirm what they have done. Just stay well away from these thief's.

Very quick response as needed. We were kept informed of what the procedure was and updated on the matter as soon as possible.

Jasmine Rekhi helped solve my concerns with some long term technical issues with my HML account. She was reassuring and her tone and ownership of the situation was really impressive and reduced my stress levels! Thank you Jasmine for your efforts and reassuring style.

My owned property is not managed by HML property contractors but my garden backs onto an area of land which is managed by them. A number of weeks ago, HML contractors removed part of my property hedge without consent leaving 2 holes in my garden perimeter each measuring approximately 1.5m each in length either side of my compost bins. I have two young children and family pets and my once fully secured garden is now compromised and anyone could walk in or out of it (including my 4yo). I contacted HML expecting both an apology for their contractors negligence and details of rectification work and the response was “we believed a fence ran behind the hedge we removed”. When I pointed out that clearly this was not the case and they would have realised this after the exposure of the first hole, no further contact from HML was given. I rang to speak to someone and was advised to email their customer experience team. I did this straight away (over two weeks ago) and have still had no response. I followed up with phone calls and voice mails asking for a phone call with no response. I emailed once again to be told they had already responded on 20th May telling me that they “believed there was a fence there” (there isn’t). Again, thinking that this was a suitable response. It absolutely blew my mind that this happened in the first place but I accept that negligence with contractors happens and damage can occur where thoughtlessness and lack of professional capacity ensues. What I cannot fathom however is the company’s response upon evidence of how my property has been damaged and the lack of willingness to resolve. Avoid at all costs (if you even have the choice!)

I am extremely disappointed with the property management service I’ve received. Despite multiple assurances, a simple access issue I reported weeks ago remains unresolved. Each follow-up results in vague promises, but no actual solution. The lack of urgency and accountability is unacceptable. When a problem is repeatedly "fixed" but never verified, it shows a clear disregard for residents’ time and needs. I now feel forced to escalate this matter further, as basic requests are ignored.

Honestly hopeless, nonstop passing the buck and incapable of organising services to improve the quality of life of their residents. I am only a renting tenant so god help anyone stuck as a leaseholder.

I am a resident of Lamprey Court in Solihull and HML is our service provider. I have always found them very helpful and they listen properly. Help us over come the challenges and provide great service.