Shayana was incredibly helpful when I contacted her last week, helping me follow up on an email I had sent, and understanding when I let her know that I would not be able to make a call during work... Toon meer
Bedrijf heeft geantwoord
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Lees wat reviewers zeggen
Again…still no responses from anyone at HML. We have a deadline to exchange for Friday and no seems to be escalating this matter despite numerous emails. Try calling and you’re just put in hold for... Toon meer
Bedrijf heeft geantwoord
I live in a property in Forest Hill managed by HML, and the residents have placed multiple complaints about issues within the building that have just been ignored. The main issues being the li... Toon meer
Well after all the rumours and seeming untruths spreading through the estate, i wondered what i might come across on my first comms and dealings with HML. And i have to say they have been very nice, p... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Over HML Group
Geschreven door het bedrijf
HML Group is a leading residential property management company, managing blocks and estates across the UK for over 30 years. Our focus is simple: ensuring your properties are handled with care. From 13 local offices, we combine genuine local expertise with the smart technology and back-office strength of a national network.
Why clients choose us
- 30+ years managing residential blocks and estates
- 13 local offices across the UK for genuine local knowledge
- A dedicated property manager for every property
- All offices are TPI members and subscribe to the Property Ombudsman
More than property management
Alongside best-in-class property management, we offer a range of associated professional and tailored services, including surveying, lettings, insurance and health & safety, and much more. Bringing these together under one roof strengthens our overall service and takes the stress out of the day-to-day management of your property.
Contactgegevens
The Quadrant 11, TW9 1BP, Richmond, Verenigd Koninkrijk
- 020 8948 3211
- lets.talk@hmlgroup.com
- www.hmlgroup.com
3,3
Gemiddeld
1K reviews
Geen recente geschiedenis van het vragen naar reviews
Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 93% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 maand
Zo gebruikt dit bedrijf Trustpilot
Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Lost so much money with them.
Lost so much money with them.
Didn’t collect service charge correctly, did not let me know in time. Didn’t let me know the leaseholders were unhappy with the service
28 september 2024
Review zonder uitnodiging
Antwoord van HML Group
Good afternoon,
I'm sorry to read that you've had such a negative experience, I'd be very keen to understand more of this situation, please contact our team on customerexperience@vegnergroup.com with the details of what exactly happened and how you were affected and our team will look into the matter promptly.
-Joe.
Been chasing them to administer my…
Been chasing them to administer my building for over a month, I've made over 10 calls with promise of a call back that never come!..
Lost hours of my time chasing them.
Zero accountability, poor service.
23 september 2025
Review zonder uitnodiging
Antwoord van HML Group
Hello Mr Pegg,
Thank you for leaving a review, I'm sorry to hear your experience to date has been so negative. Please may I request you contact our customer experience team on customerexperience@vegnergroup.com with the details of what you're pursuing in regard to your property, our team would be happy to escalate the matter on your behalf.
-Joe.
If there was the option to give zero…
If there was the option to give zero stars, I would because we receive zero service.
Ignoring emails, not taking calls
There is a an on-going complaint against this company for the whole of our estate.
22 september 2025
Review zonder uitnodiging
Antwoord van HML Group
Good afternoon,
Thank you for taking the time to review your experience with HML, I am very sorry to read that you've had such a negative experience with our East Malling team. I would be very eager to look into the concerns regarding over charging that you've outlined here, may I ask you to contact our customer experience team urgently on email or via the portal at customerexperience@vegnergroup.com.
I would also take the opportunity to remind you that, in addition to the audited accounts you should receive annually, you have the right to personally review all expenditure and invoices yourself either electronically or in person at the office, should you continue to have any concerns about charging or recharging residents.
-Joe.
This company are Crook
Should Investigate the HML West bury trym in Bristol manage by Nicholas Maton . We are getting over charges with no maintenance to check the place , no cleaner in our building. The place is a joke where we live in.
17 september 2025
Review zonder uitnodiging
Antwoord van HML Group
Hello Xute,
I have read this and your other reviews of HML, I do understand that you have an outstanding issue with our Bristol team, our team would be more than happy to investigate the matter and help if we can, we would just require you to reach out with any information you can provide. Please contact customerexperience@vegnergroup.com with your information and we'll assist you in any way we can.
-Joe.
Quick and friendly response from Ambily…
Quick and friendly response from Ambily Parameswaran.
12 september 2025
Review zonder uitnodiging
Antwoord van HML Group
Good afternoon Mr Rutherford,
Thank you for taking the time to leave us a review, I was very happy to read that Ambily was able to help!
I have passed along your feedback to Ambily's line manager to acknowledge, we hope we can be of assistance again, should you require it.
-Joe.
Rubbish Company
They used to hold the reminder letter not posted then they can have an excuse to raise further charges.
I received their reminder letter on 31 Jul 25 but their letter dated on 21 Jul 25. So they had excuse to transfer to Debt collection and charged me £948.21.
Another 1st Reminder letter dated on 23rd Jul and Final reminder letter dated on 6 Aug Both I received on 13 Aug. They had another excuse to raise an arrear management fee.
I have questions if they can post all the letters immediately why I need to pay more.
They are deliberately to do this to raise more income.
How terrible is.
1st update, this company is really terrible. They push all the responsibility to Royal Mail. How rubbish is
4 september 2025
Review zonder uitnodiging
Antwoord van HML Group
Hello,
Thank you for taking the time to leave us feedback on your experience with HML, I have read both this and your previous review regarding late fees. It is certainly not practised that reminder letters are retained for the purposes of raising fees, please be advised that our team tracks when letters are posted in the interest of transparency. Please also be advised that, should you wish to be kept up to date as soon as possible, that we would recommend using the HML connect portal, on the portal you're able to view your service charge budget, application for payment and full account status as soon as they're updated, ensuring your kept completely up to date with news, maintenance updates and your property's service charge.
If you have any further questions or concerns, please don't hesitate to reach out to our team at customerexperience@vegnergroup.com.
-Joe.
Great Service
We have had a good experience with HML for many years. Our account is always available to view and easy to use and budget ahead.
We recently needed help regarding our house move and the management pack. I spoke with Juliana at HML. She was lovely. Put a request in straight away, advised me and put my mind ant ease. Had confirmation that my request had been done. Great, prompt service. Thank you.
2 september 2025
Review zonder uitnodiging
Antwoord van HML Group
Hello Hellen,
Thank you so much for taking the time to leave such a glowing review with us. It was lovely to read your feedback on your experience, specifically, Juliana's service! We appreciate all feedback and I will ensure your review reaches Juliana's line manager.
-Joe.
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!
28 augustus 2025
Review zonder uitnodiging
Antwoord van HML Group
Hello Helen,
Thank you for taking the time to leave us some feedback, it was lovely to read such a glowing review of Amy & Tahirah from our back-office team. I'm certain that they'll be pleased to read your review so I will ensure that this feedback is passed along to their manager.
-Joe.
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.
15 augustus 2025
Review zonder uitnodiging
Antwoord van HML Group
Hi Susan,
Thank you for taking the time to leave feedback with us, I'm sorry to read you've seen such a rise in your service charge. From your description here, it seems as though the rise in costs is attributed to the new fire doors that are due to be installed, if so, this would likely be a one-off cost to ensure your building is fire-safe and compliant, it is usually the case that funds for works must be collected in advance.
I do appreciate that any increase in cost can be an unwelcome surprise, based on the information provided, your service charge may well revert back to a similar amount that was due in April once the required works have been completed. If you have any additional concerns or questions, please contact our customer experience team on customerexperience@vegnergroup.com and one of our agents would be happy to help.
-Joe.
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.
18 augustus 2025
Review zonder uitnodiging
Antwoord van HML Group
Hello Jim,
Thank you for taking the time to leave a review with us. Although we never want to refer any customer to a collection agency or process, it's often the case that we are required to refer any instances of non-payment to debt collection as per the terms of our management agreement of the tenants of the lease/TP1 of the building or property in question. I do appreciate, however, that each case is different and I'm not familiar with your situation, may I advise you to speak with PDC if you have received a letter from them as they will be able to discuss and support your arrears, I would also encourage you to contact our customer experience team at customerexperience@vegnergroup.com if you have any concerns surrounding your referral to PDC.
-Joe.
Not professional
Poor communication and take forever to resolve simple issues.
7 augustus 2025
Review zonder uitnodiging
Antwoord van HML Group
Hello, I'm sorry to read you've not had a good experience with the team, if you still require help or have yet to inform our team of the delay for communication or resolutions, may we ask that you contact the customer experience team at customerexperience@vegnergroup.comwith the details of what you require and we'd be happy to help.
-Joe.
Shayana was very clear with her…
Shayana was very clear with her instructions and very helpful.
14 augustus 2025
Review zonder uitnodiging
Antwoord van HML Group
Hi Yvonne,
Thank you so much for taking the time to leave a review for Shayana! We listen to all feedback but it always a pleasure to hear about such positive experiences.
We hope to be of help again if you need us.
-Joe.
Very kind support and very professional
Very kind support and very professional
14 augustus 2025
Review zonder uitnodiging
Antwoord van HML Group
Hi Ron,
Thank you very much for your positive review, we're always pleased to hear when we've been able to help!
Have a lovely day.
-Joe.
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.
4 augustus 2025
Review zonder uitnodiging
Antwoord van HML Group
Hi Alex,
I'm sorry to read your review, I can appreciate that any rise in service charge can be an unwelcome change for leaseholders, it is unfortunately the case that rises are often unavoidable over time. If you'd like any clarity or a breakdown of your service charge budget or expenditure you can contact your property manager who will able to assist you. Please be advised you can also email customerexperience@vegnergroup.com or call any one of our HML offices if you'd like to speak to one of our agents, we're always happy to help.
-Joe.
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
1 augustus 2025
Review zonder uitnodiging
Antwoord van HML Group
Hi Danielle,
Thank you for taking the time to leave us feedback, I'm sorry to hear your experience has been so negative to date.
I appreciate you state your moving from your current property but may I request you contact the customer experience team (customerexperience@vegnergroup.com by email or call our offices) if you haven't already? We take all feedback very seriously and are always trying to improve our service, any insight on how we or one of our managers have failed to uphold an excellent standard of service would be gratefully received and followed-up on.
-Joe.
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.
15 juli 2025
Review zonder uitnodiging
Antwoord van HML Group
Good afternoon,
Thank you for getting in touch regarding the experience you had with us, it's lovely to hear that Jasmine was able to help! I will ensure that your feedback is passed along to the team.
Thanks,
-Joe.
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
17 juli 2025
Review zonder uitnodiging
Antwoord van HML Group
Hi James, thank you for leaving us feedback, I'm sorry to read that you've had such a difficult time with us so far. I can completely appreciate your point, any issues with an intercom system can be either the remit of a managing agent or the flat owner, depending on what the issue is, furthermore in the event of a new owner purchasing a property, typically the solicitors managing a sale would set aside an amount of money to be retained by a third party to cover any costs of deficit incurred when the previous owner held the property.
I appreciate I'm speaking in generalities as I'm not aware of the details of your situation, may I ask you to email our customer experience team on customerexperience@vegnergroup.com with the details of your building and a bit of background on the issues you've described and I assure you that we will investigate any charges that you've received from us.
-Joe.
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.
16 juli 2025
Review zonder uitnodiging
Antwoord van HML Group
Hi Andrea, thank you for taking the time to leave us some feedback on the issues you're having, I'm sorry to hear that you've been disappointed with our service until now. I'd be very happy to help you if I can, our teams would be happy to liaise with your property manager and see if something can be done about the damp and major works you've mentioned. May I ask you to email our customer experience team on customerexperience@vegnergroup.com with the details of your building and the the problems you've had, if you've logged these issue on the HML portal, you can provide a reference number and we'll be able to review the history.
Please let us know if you have any additional questions or concerns.
-Joe.
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
1 januari 2025
Review zonder uitnodiging
Antwoord van HML Group
Hi Robert, I'm sorry to read this, transparency in any costs relating to managing an estate or building is very important to us. You can contact your property manager for clarity on what belongs to your building or estate and what's included in service charges, if you require and additional help you can contact the customer experience team at customerexperience@vegnergroup.com or via the HML portal.
-Joe.
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.
15 juli 2025
Review zonder uitnodiging
Antwoord van HML Group
Hi Sam, I'm sorry to hear you've had a negative experience with us, I'd be eager to ensure that any problems you have are followed up on as a priority, please contact our customer experience team at customerexperience@vegnergroup.com with any issues you've not yet had resolved and we'll ensure they're addresses as soon as possible.
-Joe.
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