Review summary

HML Group has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about communication and expensive.

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AB

Angry Bird

1 out of 5 stars
This company is absolutely terrible

This company is absolutely terrible. I didn’t receive their bills because I used an agent before. When I received their reminder letter on 31 July 2025. No matter they charged me an arrear management fee and I was not sure what was the charging for. I paid them all according to the amount of the letter because I didn’t want to create further problems. However after a week. I received their debt collection agency letter said that I was owing them £944.51. No matter I didn’t know what was that. I paid immediately with interest when I received collection letter. On 13 Aug 2025, I received their 1st reminder letter dated on 23 July and final reminder letter dated on 6 Aug. Why first reminder and final reminder could post together because they just want to raise arrear management fee £114. However I paid immediately when I received the letter. I phoned to them on 14 Aug. They agreed that was mistaken to charge me for debt collection fee. On 20 Aug 2025. They sent me a statement to credit back the debt collection fee but they ignored I had already paid the fees £948.21 and insisted to charge me an arrear management fee which they were deliberately to late posting the first reminder letter. It was so funny why I could receive their director call letter on 23 July, this letter was dated on 21 July. However, the first reminder letter dated on 23 July I received on 13 August. This company just knows how to make an excuse to grab the income and the management fee is incredible high. Our house prices are dropping dramatically. I wonder this is one of the reasons.

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HJ

Helen Joseph

5 out of 5 stars
Superb and immediate service!

Superb and immediate service! This is the second time I have had contact with HML and Amy and Tahira were helpful and efficient on both occasions. The transactions went through smoothly and they went above and beyond to provide me with the appropriate documentation well before the due date. Thank you so much!

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SR

Susan Roche

1 out of 5 stars
Shock Hike in service charges

I live in Birmingham. I own a leasehold property, a 2 bedroomed flat. I have had it for 8 years. There are 12 flats in the building altogether. Property management fees to HML have gradually increased over the years. I paid £1159.48 service charge on April 24th 2025 and £62.50  ground rent in February 2025. This August I received a demand for £3,200. They are putting in new fire doors although these have not been put in yet. Can such an almost 300% hike be justified?  It is a complete shock.

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JL

Jim L

1 out of 5 stars
Concerning

I contacted HML on 3rd August to confirm I was willing to pay my arrears in full (excluding unfair extras). Instead of working with me, HML passed the account to Property Debt Collection Ltd just five days later, on 8th August. Neither HML nor Property Debt Collection Ltd offered any assistance or understanding despite the fact I had already tried to resolve the matter directly. HML’s demand included a £96 “arrears fee”, and the debt agency then tried to add a further £276 “collection fee” on top almost as much as the arrears themselves. In my experience, this shows a heavy-handed and unsympathetic approach, with unnecessary escalation and unreasonable charges.

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Showing 1 - 20 of 56 reviews
c

Not professional

Poor communication and take forever to resolve simple issues.

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Y

Shayana was very clear with her…

Shayana was very clear with her instructions and very helpful.

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RE

Very kind support and very professional

Very kind support and very professional

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RR

Hml (beehive) please give me my invoice…

Hml (beehive) please give me my invoice for the ground rent at the Spinnings Summerseat I cannot sell my property without it ive asked so many times I am trying to contact the lease holder Stuart to see if he can sort it this is so unfair i need it for the solicitors

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A

Criminals

This property management company have increased my property management fees by 110% to line their own pockets. These people are criminals and should be in prison. They rob from everyday people.

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D

HML are useless

HML are useless - despite multiple complaints they fail on every level! I am moving because I just can't stand dealing with them anymore - my flat was sold with lot's of additional perks like resident parking, grounds maintenance etc.. which I based my decision on and HML have failed to deliver on all of them. Every year they raise the service charge whilst providing the residents with less service. When I've emailed them to complain they are extremely dismissive and condescending especially John Whelpdale - avoid them at all costs

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DG

I have had an ongoing issue for many…

I have had an ongoing issue for many years with accounts. Another phone call last week to query a demand after I had paid my invoice was answered by Jasmine Rekhi. She was most helpful and within a couple of days had managed to get my issue cleared up once and for all.

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J

48% one-star reviews

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.

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J

Truly Awful company

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

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AF

Terrible experience

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.

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RL

Terrible

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

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S“

Highly inefficient management company

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.

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AM

How they are allowed to operate is beyond me

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.

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EP

Avoid HML at all costs.

I’ve spent over a year trying to resolve a basic service charge and billing dispute with them, and despite numerous emails, a registered letter, and formal notices, I have yet to receive a proper response. The communication is non-existent — even when they acknowledge receipt, they simply never follow up. Worse still, they issued a deficit charge for a period outside the legal limits (breaching Section 20B of the Landlord and Tenant Act 1985), failed to return my heating bond, and tried to charge me for a full year of services when they only managed the building for six months. To make matters worse, I received a threatening “First Reminder” based on a non-recognized and likely invalid invoice, with zero explanation. No GDPR consent, no accountability, no professionalism. If you’re a leaseholder, be extremely cautious. If you’re part of a residents’ association, consider challenging or replacing them. You may end up needing legal action just to protect your rights. Absolutely shocking service — and a case study in how not to manage property or communicate with customers.

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N

Terrible communication, no ownership

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.

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MG

Although I'm willing to pay the service…

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.

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S

I had fantastic customer service from…

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

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G

Check your electricity bill

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.

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P

Ambily Was so efficient in dealing with…

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

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HP

Potentially illegal

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.

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