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
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Heeft 95% van zijn negatieve reviews beantwoord
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Noticeable improvement
I’ve seen a noticeable improvement in service from HML over recent months. In particular, Mitchell Berry has made a positive impact by taking a more proactive approach and working to negotiate supplier and contractor quotes, which has helped bring service charges down.
The recent changes give more confidence that things are moving in the right direction. A step forward and encouraging to see.
13 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to share your feedback.
We’re pleased to hear that you’ve noticed an improvement in service from HML over recent months. It’s good to know that Mitchell Berry’s proactive approach and work around supplier and contractor quotes has had a positive impact and helped bring service charges down.
We appreciate your comments and are glad the recent changes have given you more confidence that things are moving in the right direction.
We’ll be sure to pass your feedback on to Mitchell.
Kind Regards
Craig Langley-Tester
Director of Customer Experience
B-Hive a bunch of incompetents…
Looks like the bunch of incompetents have lost me the sale of my flat. Their lack of response (phone or e-mail) to the buyer gave a very poor impression of the management of our private estate. But the complete idiot who sent out the (over priced) LPE1/2 pack (eventually) without bothering to check with our estate manager - they listed a lot of section 20 work as upcoming ( all of which was done and paid for last year). They don't want to accept responsibility, they still have not issued a correction and apology and it looks like my buyer will not proceed now because of B-Hive and the poor impression they now have of HML - comment from them are "the worst management company I have ever had to deal with".
So god help you if you need to deal with them as part of your sale.
3 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to leave your review and for providing your contact information.
We’re sorry to hear about the difficulties you have had with the sale of your flat, and for the poor impression this has given of HML and B-Hive. We understand your frustration around the lack of response by phone and email, as well as your concerns about the LPE1/2 pack and the section 20 works listed.
We have passed your details to the relevant team and asked that someone reaches out to you today.
Thank you again for bringing this to our attention.
Kind Regards
Craig Langley-Tester
Director of Customer Experience
HML are excellent managing agents
HML are excellent managing agents. They have dealt with the fire regulations very efficiently and generally administer the building Sackville Place very well. I would like to commend Tracy Price who is a pleasure to work with and deals with any problems very quickly and effectively.
20 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to leave your feedback.
We’re pleased to hear that you feel Sackville Place is being managed well and that matters relating to fire regulations have been handled efficiently.
We also appreciate your comments about Tracy Price. It’s good to know she has been responsive and effective in dealing with any issues raised. We’ll pass your feedback on to her.
Thank you again for sharing your experience.
Kind Regards
Craig Langley-Tester
Director of Customer Experience
Such an improvement!
I have lived on Langley park since it was built and dealt with many HML employees but none have helped improve things like Clare Pepper. I’m not saying they are perfect but there has been a real improvement in the last year. She has listened to me complain and helped resolve the issues which is a breath of fresh air and wanted to make sure her superiors know. She is a credit to the company!
13 mei 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for sharing this, and for taking the time to recognise Clare’s efforts.
It’s really encouraging to hear that, after many years at Langley Park, you’ve noticed a real improvement over the past year. We know how important it is for residents to feel listened to, especially when raising concerns, so it’s great to hear that Clare has been able to support you and help resolve issues in a positive way.
Your comments mean a lot, and we’ll make sure Clare’s managers are made aware of your feedback. She’ll be delighted to know her hard work has made such a difference.
Kind Regards
Craig Langley-Tester
Director of Customer Experience
I have had terrible problems trying to…
I have had terrible problems trying to access my Portal.
Nothing to do with either HML Andertons or myself but my phone provider. As a result I could not pay my annual payment.
I called HML Andertons, when the phone temporarily worked and spoke to Juliana in accounts. As a result my payment has now been made.
16 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to leave your review.
We’re sorry to hear you had such difficulties accessing the portal due to issues with your phone provider, and we understand how frustrating that must have been when trying to make your annual payment.
It’s great to hear that Juliana in our accounts team was able to help when you managed to get through, and that your payment has now been made successfully.
We’ll be sure to pass your comments on to Juliana, and we’re pleased she was able to support you in getting this resolved.
Kind Regards
Craig Langley-Tester
Director of Customer Experience
Professional and eager.
Tracy Price is always professional and eager to help in all matters. She is very thorough and is patient at all times. Also, she is an excellent communicator.
15 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to leave such lovely feedback.
We’re really pleased to hear that Tracy has been professional, helpful and thorough in her support. It’s also great to know that her patience and communication have made a positive difference.
We’ll be sure to pass your kind comments on to Tracy, who will no doubt be delighted to receive them.
Thank you again for sharing your experience.
Craig Langley-Tester
Director of Customer Experience
This company cost me 50k when our buyer…
This company cost me 50k when our buyer stepped alway in January due to their frustrations with the quality of service and responses for simple details required for the contract. We now have a new offer - 50k lower than the previous one which we have to take.
Same issue - we have called numerous times, no answer … finally got through to someone and they promised our file will be dealt with yesterday. Lies … nothing done. Nothing delivered. Shocking how this business can operate.
15 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to share your feedback.
We’re very sorry to hear about the communication issues you have experienced and the frustration this has caused during such an important process.
We have tried to obtain further contact details so that we can reach out to you personally, but we have not yet been able to do so. We would still like the opportunity to contact you directly and look into this as a priority.
Please respond to the request for contact information email notification with your details, and one of the team will reach out to you straight away.
We apologise again for the poor communication you have experienced and we hope to be able to reach out to you shortly.
Kind Regards
Craig Langley-Tester
Director of Customer Experience
Recently
Recently, I have been dealing with our HML building manager, Flavia, regarding various issues affecting our building. She has been excellent throughout. She is easy to communicate with, responds promptly to emails and queries, and is always polite, professional, and approachable. It is a pleasure to speak with her, and she has been very helpful in dealing with any building-related issues. I really appreciate her support and dedication.
15 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to share your kind feedback.
We’re delighted to hear that Flavia has been so helpful in supporting you with matters relating to your building. It’s wonderful to know that her prompt communication, professionalism and approachable manner have made such a positive difference.
We’ll be sure to pass your comments on to Flavia, who will really appreciate them.
Thank you again for recognising her support and dedication.
Kind Regards
Craig Langley-Tester
Director of Customer Experience
Consistency
We continue to receive consistently good service from HML. The quality of property management, particularly under Flavia Kasonde, has been very good.
Flavia is always responsive, approachable and proactive, and she continually looks for ways to simplify processes and make things easier for us. Her professionalism and efficiency are very much appreciated.
As an organisation, HML has also made significant improvements by introducing a customer portal, which has simplified the customer experience and made accessing information and managing queries much more straightforward.
Overall, we are very pleased with the service HML provides and would happily recommend them.
10 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to leave such positive feedback.
We’re really pleased to hear that you continue to receive a consistently good service from HML, and that Flavia has made such a positive impression through her responsiveness, professionalism and proactive approach. It’s great to know that her efforts to simplify processes and make things easier have been appreciated.
We’re also glad to hear that the customer portal has improved your experience and made it more straightforward to access information and manage queries.
Thank you again for your kind comments and recommendation. We’ll be sure to pass your feedback on to Flavia and the wider team.
Kind Regards
Craig Langley-Tester
Director of Customer Experience
Thanks to Jasmine Rekhi for timely…
Thanks to Jasmine Rekhi for timely response and outstanding service.
14 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to leave your feedback.
We’re really pleased to hear that Jasmine provided you with a timely response and outstanding service. We’ll be sure to pass your kind comments on to her.
Thank you again for sharing your experience.
Kind Regards
Craig Langley-Tester
Director of Customer Experience
Good luck trying to sell your property
From a property management perspective, I've had very few problems. However, now I'm coming to sell the property and having to deal with B-Hive, I'm having nothing but issues and would rate them zero stars if I could. My solicitor has been chasing their team to have enquiries answered over a period of 8+ weeks. The emails are either ignored, or only partially answered, so it gets dragged out further. I've tried to email them myself and phone on multiple occasions - no answer. Incredibly frustrating.
Update:
Craig - Thank you very much for prompting a response from the team; I appreciate it. However, the incorrect enquiries have been answered - my solicitor has replied with what is outstanding and we are waiting to hear back. If you could chase it again, I would be most grateful.
14 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to share your feedback and providing your contract information.
We’re very sorry to hear about the difficulties you and your solicitor have experienced while trying to progress the sale of your property. We understand how frustrating and stressful delays at this stage can be, especially when enquiries have been outstanding for some time and communication has not met the standard you should expect.
We have raised this with the relevant department and asked them to contact you as soon as possible so they can review the outstanding enquiries and help move this forward.
We apologise again for the frustration caused and appreciate you bringing this to our attention.
Kind Regards
Craig Langley-Tester
Director of Customer Experience
Very helpful member of staff after receiving a final notice
After receiving a final notice 24 days from the date the letter was generated and being informed it would be subject to a further £450+VAT and referred to a debt collection agency if not paid within 7 days, I finally managed to speak to Jasmine Rekhi after holding on the phone for over 20 mins only to get the option to leave a message! After calling again a few mins before the office closed on Friday, Jasmine was incredibly helpful and followed up with an email as promised on Monday. She provided access to the portal which I’d been trying to gain for some months. She put my mind at rest as I was very stressed. She is empathetic, caring and professional. She’s a credit to HML.
10 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to leave your review.
We’re very sorry for the difficulty you experienced when trying to get through to us by phone, especially at what was clearly a stressful time after receiving the final notice. We understand how worrying it must have been to feel under pressure with a short deadline while also struggling to speak with someone, and we apologise for the frustration this caused.
We’re really pleased to hear that Jasmine was able to help, provide access to the portal, and put your mind at rest. Your kind words about her empathy, care and professionalism are greatly appreciated, and we’ll make sure they are passed on to her.
Thank you again for sharing your experience. Your feedback is important and helps us understand where we need to improve, particularly around making it easier for customers to reach us when they need support.|
Kind Regards
Craig Langley-Tester
Director of Customer Experience
Spoke to Gail in accounts team today…
Spoke to Gail in accounts team today who helped me immediately with my query and request. Great service. Thank you
10 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you so much for taking the time to leave us this lovely review, it really does mean a lot to us! We are absolutely delighted to hear that Gail was able to help you straight away and that you received such great service. We will make sure to pass your kind words on to her as I know she will be really pleased to hear this. Thanks again and do not hesitate to get in touch if you ever need anything in the future!
Communication shocking!!
Communication shocking!!! Have been trying for 2 days to get through to the sales department regarding our management pack. We have paid £564 and they have still not sent to solicitor. HML are holding up the sale of our house. They are quick to take your money but don’t deliver on the service. I have taken a day off work trying to get through to them, they offer to call back but don’t. Leave messages still no response. Do not recommend buying a house that is managed by this group
9 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to leave your review and supplying your contact information.
We’re very sorry to hear about the difficulty you’ve had trying to get through to the sales department and for the frustration this has caused, particularly when you are trying to progress the sale of your home. We understand how important the management pack is in this process, and how stressful delays and missed call-backs can be.
We’re sorry that the communication you have received has not been good enough. This is not the level of service we want our customers to experience.
We have raised this with the relevant department and asked them to look into this urgently and contact you as soon as possible.
Please accept our apologies again for the inconvenience caused.
Kind Regards
Craig Langley-Tester
Director of Customer Experince
I would give a 0 if I could!!!
I would give a 0 if I could!!!!
I am in the process of trying to sell my property managed by HML and they are impossible to get hold off, do not reply to emails and leave enquiries unanswered for weeks.
I have called over 30 times in the last 10 days, no answers, no call backs that have been requested and no replies to voicemails left either, let alone the additional attempts made by my solicitors. They will be the reason my sale will fall through at this rate
Their service charges are ridiculously high for the level of service or maintenance they provide. When querying charges they are unable to justify or explain costs and then ignore emails.
6 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Adam,
Thank you for taking the time to leave your review. I’m sorry to hear about the difficulties you have experienced in trying to obtain responses during the sale of your property, and I understand how concerning this must be when your sale may be affected.
I have managed to locate your account on our system and will give you a call at some stage today so that we can discuss the issues further and understand how best to assist.
Kind regards,
Maisie
Outstanding service from Ya Wen
Outstanding service from Ya Wen. She was professional, understanding, and always willing to help. Thank you for making a difficult situation much easier.
2 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Good morning Sonia,
Thank you for taking the time to share this lovely feedback. We’re delighted to hear that Ya Wen provided such outstanding support and helped make a difficult situation easier for you.
Her professionalism, understanding and willingness to help are wonderful to see recognised, and we’ll make sure your kind comments are passed on to her.
Kind Regards,
Maisie
UPDATE - 6 weeks on and still waiting for answers
UPDATE - 6 weeks on from this review and 3 out of 4 items that were initially requested several months ago are STILL outstanding. A classic case of being passed from person to person, each time with empty assurances of a response. The fact that our sale/purchase hinges entirely on the actions of this careless, inept company is hideous. Every day we draw closer to losing our new home because of the complete failure of HML/B-Hive but there seems to be no recognition or care from the people we’re dealing with regarding this. The lack of empathy and absence of any professionalism is quite appalling. When this horrible experience has concluded one way or another, we’ll be looking to raise a formal complaint - although judging by the many, many other negative reviews on here, it feels highly unlikely they’ll make any attempt to improve.
————
Shocking (or perhaps unsurprising) lack of communication from HML regarding the sale of my partner’s flat. How hard is it to respond to an email? It’s been months of seemingly endless chasing from ourselves and solicitors, every communication is met with complete silence, meanwhile our lives are on hold whilst we try to get a response to simple questions. Paid out hundreds of pounds for an information pack yet simple details are missing that HML seem incapable of answering. Our move is now in jeopardy of falling through, all because HML staff don’t seem to know how to operate Outlook and respond to an email. Good customer service starts with good communication and it’s fair to say HML are utterly devoid of both. I hope your staff are aware of the negative impact their inaction is having on the real lives of people - answer your emails, pick up the phone. Simple as that.
1 juli 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Alice,
Thank you for taking the time to leave your review. We’re sorry to hear about the frustration and concern caused by the delays in communication regarding the sale of your partner’s flat.
I managed to speak with your partner over the phone and discuss the details further with him. I received the email he sent consisting of the enquiries and the details for the solicitor. The enquiries have now been sent over to Michelle in the Pre-Sales department, and she will respond accordingly. I shall call back just to check in this has been done so that there are no further delays.
Thank you both for your time.
Kind regards,
Maisie
Jasmine Rekhi
Jasmine Rekhi was v helpful. I have less positive views about the HML group, however.
12 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Lucy,
Thank you for sharing your feedback. We’re pleased to hear that Jasmine Rekhi was very helpful, and we’ll be happy to pass your kind comments on to her.
Kind Regards,
Maisie
Extremely Poor service overall despite paying high fees
Poor communication, lack of engagement and inability to respond to queries in a timely manner unless constantly chased. No one takes responsibility for a case. Very quick to take fees and money, and once obtained, they go radio silent. Original management pack provided is poor quality with key information missing (they don't have details of their freeholder client for example) and then it is impossible to follow up with any questions even though their website says they will do this promptly as part of the service. Almost cost me a property sale.
Extremely disappointing and even escalation is impossible.
1 mei 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to leave your review, and for discussing the details with me further over the phone.
I’m sorry once again to hear about the difficulties you have experienced with communication, the management pack and the delays in receiving responses during your property sale process. As discussed, I am going to flag the original complaint you sent to us with my manager for review.
I will give you a call back on Wednesday or Thursday this week to provide you with an update.
Kind regards,
Maisie
Hadiqa was so helpful supporting me…
Hadiqa was so helpful supporting me with the dreaded digital technology going above and beyond.
I would have given 5 stats but I struggled to get admission into the premises.
29 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Lucinda,
Thank you for sharing your feedback. We’re really pleased to hear that Hadiqa was so helpful and went above and beyond in supporting you with the digital technology.
Your comments will be shared with Hadiqa.
Kind Regards,
Maisie
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