HML Group

The shittiest property management company ever!!! Mangement is the worst. All they care about is increasing service charges year on year to make money off you. Our estate was moved off to a new app for Notification purposes and this was HML's internal app. The app migration process was rubbish - no communications done and half the estate still has no access to the new app. Even for people with access - the notifications are not received and now these guys realise their own app is shit and is buggy. Repeated emails and calls to management personnel like the CEO and others is ignored - always told they are busy - sure they are busy planning schemes to increase charges and provide no service. The estate managers are incompetent - so much so that my estate now has two estate managers yet the estate management is pathetic. Complaint responses are not provided and customer service team threatens us to refrain from contacting management. Such a messed up organisation - Stay away from them !!!!

Would be 0 stars if possible. We inherited HML when we took over from the developer who built our site. Stuck with it for a year then they had the nerve to end our contract because we had cause to complain on multiple occasions. Some of their errors: ●Not knowing what land they were actually responsible for. ●Drafting completely made-up budgets with no explanation for how they had arrived at them then refusing to refund client money that had been collected under false pretences. ●Placing client money into a non-existent reserve fund. ●Not making enough (any) site visits within a 12 month period. ●Not being compliant with health and safety guidelines regarding the presence of a watercourse on the managed land. ●Incomplete property transfers, one over a year old, upon handover of the site to us - these had been charged for but had to be completed by us. ● Awful communication, our property manager never once answered her phone. ● Ignoring requests from residents and specific instructions from directors. ● Over £5000 (equivalent to over 2 years of service charges) of client money tied up in their accounting system upon handover - all of which should have been refunded to residents. All told, unless you want to pay way over the odds for appalling service, I would recommend using any other property management company.

Thank you Gifty for your speedy responses and help, it is always greatly appreciated.

Shocking service from HML over the last 13yrs. There is always a deficit at the end of the year and then send you a bill for £510 that they want paying in 7 days. Charges extortionate for late payment of £95 per time while your waiting to investigate why they want more money. First time in 13yrs we finally got a manager that listens to us and gets things done. When you look back over the years how things have increased but we never get to see the actual bill itself and they expect us to go along with what they say, WHY you wouldn't pay your gas/ electricity bill without seeing a bill. We selling up because of all the hassle they have given us from the start. People want to see what they paying for. I'm sure someone somewhere is taking payments for themselves. Do not trust a word they say. Now they going electronic but yet charge £68 postage. Charging us a £1000 a year for a lift that we do not have now that is unbelievable. My BP will be through the roof if I carry on so I'm gonna stop now. I'm only giving it 1 star because of the new manager we have.

Completely incompetent, everyone passes the buck and no one wants to speak with you or sort out any problems. Hopeless company, who are happy to take your money, over charge you and treat you badly, and think this is all acceptable.

Shockingly unprofessional. HML in my experience,have ignored legitimate concerns raised and seem to only care about not losing their contract with the organisation who hires them. Right and wrong does not figure in their business model. I would stay away from this company but in the meantime, I intend to lawfully hold their unlawful claim for a service charge which they refuse to provide details for. As a shareholder of the company hired by HML, I have a right to this information. It seems only money (or withholding that money) is the only language they listen to. Shameful. I am guessing that they will reply with a copied and pasted standard platitude of "reaching out to them". Believe me, I have tried in ernest to do this so HML, gave time by either responding appropriately or not at all. UPDATE 12/5/25 As predicated a nothingburger reply has been sent from HML and I believe they know I have already contacted their customer support. If only I could rate them less than 1 star, I would. FURTHER UPDATE 12/5/25 I have no confidence in this organisation investigating anything but I will do as they ask and update with their outcome. Don't hold your breath!

Five Stars - I and very happy with how Ya Wen manages my property. Her performance has been excellent ever since she took on the role of looking after things. She is always prompt and diligent with all correspondence and has a fine eye for detail. She remains cheerful through any challenge - which is great!

I have had to give them a one start rating but even this is too high! They have mis-managed the funds of the management company and will not take responsibility for their actions. Instructions from the directors have not been followed and after 6 months of being with them we are now leaving - they have even charged us for this!! Please do not use them if you want to keep your sanity.

Incompetent and useless - HML are probably the worst management company I’ve come across. Lack of action on serious issues, leaving our block fall to disrepair. They take your money but do absolutely nothing for it. Stay well clear. We have got rid. They should not be able to trade.

I'm a tenant who has just moved out of a flat rented between 2019 – 2025 with a private agency but was managed by HML. Since June 2020 the roof has been leaking and 5 years later it still hasn't been fixed. Every instance of leaking, a third party contractor is sent to look at damage, agree that it's in a dire state and then HML never resolve. Repeat for 5 years. What could have been a simple fix at the time, has now turned into a mammoth project as the property has deteriorated so much. We were full of dread every time it rained that more water would come in, causing more damage. Our ceilings and walls were damp, cracked and stained and carpets stained. It’s as if water coming in through multiple light fittings in your home isn’t enough of a danger/reason to resolve the matter at all, let alone with any urgency?! When HML have sent contractors to the property, it was for completely unrelated works which were totally unnecessary and gave no warning that someone was attending (even though 24 hours’ notice is legally required) and sometimes even let themselves in with a key!! In the last few months, I had stone masons looking back at me through the window after entering unannounced, and on countless occasions, had a living room FULL of rubble and debris from someone unknowingly turning up to tinker with the chimney. It seems as though HML avoided fixing what was actually necessary and urgent by wasting time looking at every other part of the building. Letting agents never got an answer from them and even recommended contacting HML ourselves to which no answer was received either. On the one occasion I eventually got a contact at HML, I was lied to about them being on annual leave (seemingly avoiding my questions), and then they would not speak to me under GDPR?? As the tenant who lived at the flat?? Even though permission was given by the letting agent?? 4 years in to the mess, we thought we’d turned a corner, as HML instructed scaffolding to go up at the property. This was left up for a whole year, with no one going up on it to complete repairs, and then one day when we arrived home, it had been taken down, again, without warning – before any repairs had been undertaken – what was the point in that? The cherry on the cake is that HML were however very quick to intimidate and threaten us with legal action when we were “breaching agreement”, despite them leaving tenants in an unsafe home that was literally crumbling for several years (after being advised countless times to fix it) – something I’m sure legal professionals would love to hear about. I dread to think what kind of emergency would need to happen for HML to actually do anything to help. HML would not pee on you if you were on fire, and the feeling is entirely mutual after years of nothing but grief. Why anyone would hire them to look after their property is absolutely beyond me. HML, please don't bother replying to this review telling me to contact your customer help email address as you have done with other negative reviews, as I can guarantee in true HML fashion this would never be responded to either.

Great communication and prompt service from Ya Wen.

Had charge cable to charge scooter no out door charging and internet dish no way of putting on roof has told gardeners can move o £400 dish with out care quick to complain about me to land lord i think breaking GDPR dont reply to emails and kids playing in car park cars had to stop and break playing ball games wont do a thing about that

These people are simply the most useless around. I cannot describe in enough words just how poor they are bordering on criminal! Avoid if you can and if you have the option of getting rid of them, then do yourself a favour and get rid.

There is a very very genuine reason this company has a 3.3 rating (and 3.3 is very generous!) it is quiet simply the worst company i have ever dealt with in my entire life bar none, the staff which are suppose to run the blocks are beyond incompetent and the management that control them are also rude argumentative and just as incompetent as their staff ! I was told by management after officially complaining about a useless staff member that does not return emails that two weeks to return a email is basically ok and "there could of been a good reason".... YES there is a good reason............the staff DO NOT DO THERE JOBS AND AS I SAID PREVIOUSLY ARE USELESS! Do yourself a HUGE favour if you see this company listed as management of any apartment you are thinking for renting or buying STAY WELL AWAY!.

I’m a new tenant and didn’t know I needed parking permits to park at the apartment and I got 12 parking tickets and it was sorted out for me Thanks to Leah-Rose Burke for bringing light to this day

Well, I've never been so grateful to have sold my flat. HML and their accountancy company BHive did everything in their power to slow down the sale / process after charging nearly £600 for them to press send on an email with the documents my Solicitor needed. They failed to provide a fire safety report in a timely manner and wanted us / my buyer to accept one which had the wrong information. Prior to this, my experience with them was at best poor. They are however VERY GOOD at spending their clients money, adding on a fee to every expenditure for themselves in addition to their annual fees. Be aware that they make money on the contractors they use who quote and charge over inflated prices (which means HML make more money). I think HML forget that they work for the properties, not the other way around.