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
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Lees wat reviewers zeggen
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
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
Personally I have a problem with using 'Portals', I like to deal with people especially where finances are concerned. HML group have the most fantastic lady in their finance department Jasmine Rekhi,... 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
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Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Customer service par excellence/ Shayana
Shayana; has been very quick in responding to my queries...excellent customer service and above all courteous and showing a lot professionalism mixed with a lot humility and humanity too.
My issues have been solved thanks to her quick and fast technique with expedient problem solving.
I'm very happy and thankful to the way Shayanna have dealt with me.😃😄😄
2 september 2026
Review zonder uitnodiging
Antwoord van HML Group
Good morning,
We truly appreciate you taking the time to recognise Shayana’s support.
It is great to hear that she was able to deal with your queries promptly and find effective solutions, while making you feel listened to and supported. Providing a helpful, professional and personable service is exactly what we aim for.
We will make sure Shayana receives your lovely feedback.
Kind Regards,
Maisie
Wonderful service from Jasmine Rekhi
I had to call to help with some issues on my account and received incredible service from Jasmine Rekhi, who was kind, efficient and delivered an effective solution to all my issues. In a stressful situation her performance was greatly appreciated.
17 augustus 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Daniel,
Thank you for sharing your feedback.
We are delighted to hear that Jasmine Rekhi provided kind, efficient and effective support in resolving the issues with your account. We understand how valuable clear assistance can be in a stressful situation, and your appreciation will be passed on to Jasmine and the Finance team.
Thank you again for your kind words.
Kind regards,
Maisie
Endlessly disappointing
Constant discourtesy, delay and flat out ignoring of issues raised.
The oldest issue I have dates back to October 2025. I raised a formal complaint (7833974) about this and it has not been addressed. I would have expected a formal reply. In spite of chasing numerous times, this has not happened.
Joe from the "Customer Experience Team" was initially friendly and professional. This has changed.
"Once again, please bear in mind this is not an email intended for external communication, our team work nearly exclusively via the connect portal, I do not monitor this inbox regularly for communication external to the company so please do not attempt to action requests by contacting me here."
If the team are not reacting to matters raised on the connect portal, what other action can be taken?
My e-mail from 26/08/2026 did not receive a reply. My e-mail this morning received an out-of-office reply. This tells me that Joe was in the office and chose to ignore my earlier message.
This is a service I pay for, by the way. Every year, irrespective of the level of service received.
A message to anyone considering using HML - Don't do it until they can prove that they have drastically improved their service level. Unless, of course, you enjoy rats and fly infestations.
2 september 2026
Review zonder uitnodiging
Antwoord van HML Group
Good morning James,
Thank you for taking the time to share your feedback. We are sorry to hear that you remain dissatisfied with the handling of your concerns and the communication you have received.
Following our conversation this morning, the Head of Property for East Malling has been made aware of the matters you have raised, including the outstanding formal complaint reference 7833974. They are now looking into the situation and will review the appropriate next steps.
We appreciate that the time taken to receive responses has added to your frustration. While we ask that all communications remain respectful so that we can assist as effectively as possible, we are committed to ensuring that your concerns are reviewed appropriately.
Kind Regards,
Maisie
We received a swift reply to our…
We received a swift reply to our enquiry and as we have always experienced over the years, Gail and the team have been very amenable to our requests to spread payments over a period of time which has helped us no end.
2 september 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Alex & Mary,
Thank you for your kind feedback.
We are pleased to hear that you received a swift response to your enquiry and that Gail and the team have continued to provide helpful and accommodating support with your payment arrangements. We appreciate you taking the time to share your experience and will pass your comments on to the team.
Kind Regards,
Maisie
Poor management company
I’m genuinely shocked to see so many 5-star reviews for HML Group. In my experience, this is one of the worst management companies in the UK.
The management and communication are really bad, and the attitude of some staff is extremely poor. At one point, parcels went missing and no one took responsibility or accountability for what happened. There was also an incident involving one of their staff taking food from Sainsbury’s, which resulted in them being reported and eventually removed.
The manager, Sharline, is extremely rude and unprofessional, and emails from HML Group are often left unanswered. Overall, my experience with HML Group is extremely disappointing. I sincerely hope I never have to deal with this company again. A disgrace.
2 september 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Rodica,
Thank you for your feedback. We are sorry to hear that your experience with HML Group has been so disappointing.
We take concerns about communication, staff conduct, accountability and the management of the development seriously. We are particularly concerned to read the issues you have raised regarding missing parcels and the conduct of individuals on site.
As this is a public review, we are unable to discuss specific matters or individuals in detail. However, we would welcome the opportunity to investigate your concerns properly. Please contact us directly with the property address, relevant dates and any previous reference numbers so that this can be looked into properly.
Kind Regards,
Maisie
Fantastic lady in Finance
Personally I have a problem with using 'Portals', I like to deal with people especially where finances are concerned.
HML group have the most fantastic lady in their finance department Jasmine Rekhi, who on several occasions has talked me through my account for my apartment. Despite me asking the same question several times she has patiently walked me through until I completely understand....she even calls back when she promises! Thanks you Jasmine.
25 augustus 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Avis,
Thank you for taking the time to share such positive feedback.
We are delighted to hear that Jasmine Rekhi has provided you with such helpful, patient and reliable support in understanding your apartment account. Your comments will be shared with Jasmine and the Finance team.
Kind Regards,
Maisie
Thank you again for your kind words.
Complaints policy is still just for show
I made a formal complaint on 19 July about HML failing to notice that some of our buildings are seriously underinsured. According to the complaints policy on HML's website, I should have received an acknowledgement by 22 July and a response by 12 August. I only received an acknowledgement on 14 August (17 working days late) and I still haven't received a response (7 working days late and counting). HML are blaming the delay on the introduction of a new system. As a customer, this should not be my concern. I asked them for some financial compensation for the inconvenience that they are causing me. They didn't bother to respond.
23 augustus 2026
Review zonder uitnodiging
Antwoord van HML Group
Good morning,
Thank you for your feedback. We are sorry that your complaint has not been acknowledged or responded to within the timescales set out in our complaints procedure.
We appreciate that the introduction of a new system does not lessen the inconvenience caused to you, and we understand your frustration, particularly given the seriousness of the concerns you have raised regarding insurance cover.
A member of our customer experience team is currently in the process of preparing a response to your complaint and we do hope that the situation can come to a resolution.
Kind Regards,
Maisie
Once I sourced the correct contact via…
Once I sourced the correct contact via Altus, my matter was deakt with quickly & efficeintly. Gratitude.
19 augustus 2026
Review zonder uitnodiging
Antwoord van HML Group
Good morning,
Thank you for your feedback. We are pleased to hear that, once you had the correct contact, your matter was dealt with quickly and efficiently.
We appreciate your patience and will ensure your comments are passed on to the relevant team.
Kind Regards,
Maisie
Keep away from HML
Even after submitting complaints following HML complaint procedure, the response was severely lacking. No one even took the time to speak to me. Every step has taken months to try to get a response or answer and all that happens is you get fobbed off with answers that are incomplete. Site manager does not even have the manners to respond. This has to be one of the worst companies I have had the displeasure of dealing with. They take your money then the following year take even more - keep well away from this company
This response says it all. I raised a complaint and no one has even had the decency to speak directly to me. They read your complaint send a response that is totally lacking and close the case, no further discussion. It’s an absolutely joke!
18 augustus 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Anthony,
Thank you for taking the time to share your feedback. We are sorry to hear that you remain dissatisfied with the handling of your concerns.
We understand that this has been a frustrating experience. As your complaint has already been reviewed and responded to through the formal complaints procedure, there are unfortunately no further actions we are able to recommend at this stage.
We appreciate your comments and will ensure they are recorded appropriately.
Kind Regards,
Maisie
I cannot thank our property manager…
I cannot thank our property manager Holly and her team, who have been efficient and so prompt, very happy with the service.Keep it up.
2 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Romi,
Thank you for taking the time to share your feedback. We’re delighted to hear that Holly and her team have provided such efficient and prompt support.
It’s lovely to know that you are so happy with the service, and we’ll be sure to pass your kind comments on to them.
Kind Regards,
Maisie
Exceptional support!
Jasmine Rekhi from B-Hive Finance department is super friendly and professional. She is genuinely helpful on every occasion I have dealt with her! Such an asset for any establishment! Many thanks, Jasmine for all your kind support.
7 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Steph,
Thank you for your wonderful review. We are delighted to hear about the exceptional support you have received from Jasmine in our B-Hive Finance team.
It is great to know that Jasmine has consistently been friendly, professional, and helpful. We truly appreciate your kind recognition and will ensure your feedback is shared with her.
Many thanks again for taking the time to leave such positive feedback.
Kind Regards,
Maisie
Excellent work
I had a great experience working with Jasmine on the phone to resolve an issue with my account and service charge. She was professional, efficient, and took the time to sort everything out thoroughly. It’s such a relief to have it clear and up to date. Excellent service—thank you, Jasmine!
4 augustus 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Sasha,
Thank you so much for your lovely feedback. We are delighted to hear that Jasmine was able to resolve the issue with your account and service charge efficiently and thoroughly.
It is great to know that everything is now clear and up to date, and that Jasmine’s support made the process a positive experience. We will make sure your kind comments are shared with her.
Thank you again for taking the time to leave a review.
Kind Regards,
Maisie
Ms Jasmine Rekhi , HML Accounts.
Ms Jasmine Rekhi completely dealt with my finance query. She was patient and courteous and she helped me most competently.
4 augustus 2026
Review zonder uitnodiging
Antwoord van HML Group
Good morning,
Thank you for taking the time to share your feedback. We are pleased to hear that Jasmine was able to assist with your finance query in a patient, courteous, and competent manner.
We will be sure to pass your kind comments on to Jasmine and the HML Accounts team.
Kind Regards,
Maisie
Avoid like the plague.
I personally found them to be relatively useless. They are a massive organisation full of painful bureaucracy and system. They certainly never felt like they worked in our interests or understood the concept of a personal touch. Avoid like the plague.
31 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Anthony,
Thank you for taking the time to share your feedback. We are sorry to hear that your experience did not meet your expectations and that you felt our service lacked a personal touch.
We understand how frustrating it can feel when processes seem complicated or slow, and we appreciate you bringing this to our attention. Your comments are important as they help us identify where we need to improve, especially around communication, responsiveness, and making customers feel supported.
We would like the opportunity to look into your concerns further and understand what happened in more detail. Please contact us directly with your details so we can review your experience and work towards a suitable resolution.
Kind regards,
Maisie
Update:
Dear Anthony,
I hope you are well.
We have attempted to get in touch with you for some further details with reference to your review, just wanted to give it another try as to whether you would like to speak with myself in a bit more further detail. If this is something you would like then you can always contacted myself via our mainline on 0333 032 5955 and ask to speak with Maisie or contact my personal work number on 02082564451.
Kind Regards,
Maisie
Flavia attended an annual meeting at my…
Flavia attended an annual meeting at my mother's flat which is managed by HML. She was personable, attentive and seemed to understand the issues raised. I would be very happy to deal with her again.
30 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Good afternoon,
Thank you for taking the time to share your feedback. It’s lovely to hear that Flavia made such a positive impression at the annual meeting for your mother’s flat.
We’re pleased she was personable, attentive and took the time to understand the issues raised. We’ll be happy to pass your kind comments on to Flavia, and we’re glad to hear you would be happy to deal with her again.
Best Regards,
Maisie
Jasmine has been very helpful
Jasmine has been very helpful , responsive and great
26 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Good afternoon,
Thank you for sharing your feedback. We’re delighted to hear that Jasmine has been so helpful, responsive and great to deal with.
We’ll be very happy to pass your kind comments on to her.
Kind Regards,
Maisie
Great account team
This review is specifically for the account team at HML especially Gail. She's been so helpful and so clear with all of the information given and I really appreciate the clarity she's provided.
24 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Emily,
Thank you for taking the time to share your feedback. We’re really pleased to hear that Gail and the Accounts team have been so helpful and clear in the information provided.
It’s great to know that the clarity and support you received made a positive difference, and we’ll be very happy to pass your kind comments on to Gail and the team.
Kind Regards,
Maisie
Jasmine Rekhi was very helpful.
Jasmine Rekhi was very helpful and cleared up everything quickly for me.
22 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Will,
Thank you for sharing your feedback. It’s great to hear that Jasmine Rekhi was able to assist you so efficiently and clear everything up quickly.
We’ll make sure your kind comments are passed on to Jasmine.
Kind Regards,
Maisie
3 month wait and still going...
We are in the process of buying a property managed by HML and have been waiting 3 months for the management pack. All parties involved have been chasing to no end, and we are now in temporary accommodation because of the absurd lack of communication and length of time it's taken HML to send the pack or respond to anyone! Incredibly off-putting that this is the company we are going to be dealing with moving forwards and we are considering pulling out of the purchase out of sheer frustration and desperation.
1 mei 2026
Review zonder uitnodiging
Antwoord van HML Group
Good morning,
Thank you for taking the time to leave your review. We’re sorry to hear about the delays you have experienced in obtaining the management pack and the impact this has had on your purchase, particularly while you are in temporary accommodation.
We understand how stressful and frustrating this must be when all parties are trying to progress the transaction and communication has not met expectations. We would welcome the opportunity to speak with you in further detail about the issues you are currently experiencing.
Please contact us via our main line on 0333 032 5955 and ask to speak with myself, Maisie, so we can discuss this further and see how we can assist.
Kind regards,
Maisie
IMPENDING LEGAL ACTION FROM LAWYERS IF CONVEYANCER’S QUESTIONS REMAIN UNANSWERED
Our conveyancers MJP have advised that they sent you about five or so questions that need answering ASAP.
They have had no response for over two weeks. I have had no response from my earlier emails, either.
This is the only thing that is now holding up the sale and purchase of two properties.
Obviously, time needs to be factored in to these answers being returned to the buyers’ solicitor, too.
If we do not complete the sale by the end of July, the buyers have told us they will pull out of the sale.
I will then get in touch with the family lawyers – Keystone Law Ltd – to take advice.
I will be also be homeless. This is having an effect on my mental health, too.
TODAY, can someone get in touch with MJP Conveyancing Ltd and, if need be, ask for the questions to be re-sent. As I can only think that they have got lost in the system.
Please act on this as a priority. I want to give you a last chance before I also instigate complaints to: the Vegner Group Companies Customer Service, the Financial Ombudsman Service, and the Property Institute.
We look forward to hearing from you imminently. Thank you, in advance, for acting on this.
22 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Sorreal,
Thank you for taking the time to leave your review. We’re sorry to hear about the difficulties you are experiencing with the outstanding conveyancer enquiries and the impact this is having on your sale and purchase.
We understand how urgent and stressful this situation must be, particularly with the timescales involved and the concern that your buyers may withdraw. We would welcome the opportunity to speak with you in further detail about the issues you are currently experiencing so we can better understand the position and see how we may be able to assist.
Please contact us via our main line on 0333 032 5955 and ask to speak with myself, Maisie, and I will be happy to discuss this further with you.
Kind regards,
Maisie
Update:
Dear Sorreal,
Thank you for bringing this to our attention. We’re very sorry to hear about the delay in responding to the outstanding conveyancer enquiries and the impact this is having on your sale, onward purchase and wellbeing.
We have previously tried to contact you to discuss the matter and offer our support, but have not yet received a response. We would very much welcome the opportunity to speak with you, understand the outstanding issues in more detail and see how we can assist.
Please contact our main line on 0333 032 5955 and ask to speak with myself, Maisie. Alternatively, you can email customerexperience@vegnergroup.com, including any available reference details.
Kind regards,
Maisie
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