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
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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
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1K reviews
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Took a payment of £564.00 £
Took a payment of £564.00 £
From us on 18th June to produce a management Information pack. Have not responded to any emails or phone calls. Eventually got through today to be told "unfortunately" unable to prepare information. Have had no communication and no reimbursement of fee paid. Tried to email their complaints department and guess what their email address is not recognised! Avoid avoid avoid. UPDATE: i had a follow up call from Maisie, what can I say what a totally different experience. She totally understood my frustration and wanted to help. She patiently listened to me and came up with a solution. She then kept in communication until the issue was resolved. Im not changing my rating based on my initial experience but I would give Maisie 5 stars!
29 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Helen,
Thank you for taking the time to leave your review. It was lovely to speak with you today, and I appreciate you taking the time to discuss the matter with me.
I’m sorry to hear about the difficulties you have experienced regarding the difficulties of receiving the management pack and the stress this has caused. Please be reassured that this matter is being looked into, and I will update you as soon as any further information is provided.
Kind regards,
Maisie
I’ve had a great experience working…
I’ve had a great experience working with Ya Wen as our property manager. She is consistently helpful, provides clear and concise communication, and is impressively fast to respond to any queries. Highly recommended!
17 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Good morning,
Thank you for sharing your feedback. We’re really pleased to hear that your experience with Ya Wen has been so positive.
Clear communication, helpful support and quick responses make such a difference, so it’s great to know Ya Wen has provided this consistently. We’ll be sure to pass your recommendation and kind comments on to her.
Warm Regards,
Maisie
Kerry Howard is so helpful, always!
Kerry Howard is consistently responsive and helpful, and she takes the time to explain things clearly. She provides reliable support, manages issues effectively when they are escalated, and ensures problems are resolved in a timely and professional way.
26 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Good morning,
Thank you for taking the time to share this thoughtful feedback. It’s lovely to hear that Kerry Howard’s responsiveness, clear communication and reliable support have stood out to you.
Being able to explain matters clearly and manage escalated issues through to resolution is so important, and we’re pleased to know Kerry has provided this level of service in a timely and professional way. We’ll make sure your comments are passed on to her.
Kind Regards,
Maisie
Diabolical!! to say it kindly!
I have looked through the reviews for this organisation and I must say I am confused as to how they have managed to get 5 stars from some people.
I am part of a residential block in Hounslow and we have been with HML Shaw for quite some time and I have to say they are terrible in every way. Our residence consists of 56 flats over 4 physical blocks 3 storey high, we also have garages on the side which consist of upper and underground layer. I can confidently say MOST of the people are frustrated and at a loss on how to escalate and get results from HML, its like hitting a brick wall.
To give a couple of examples, We had a Fire near 2.5 years ago in the garages and its taken literally that long to get the lighting sorted. HML blamed insurance delays but one of the property managers forwarded an email to me from insurance and after I dug into the history of it I noticed there was 9 month delay along with a couple of other gaps from HML to insurance where the insurance company was chasing HML for an update and this was on several emails, no wonder it took 2.5 years!
We got charged approx £3000 for Tree pruning, nobody knows which trees were pruned as the main two trees are trying to come into people’s windows.
There are leaks with the underpass area which have now damaged the ceiling of the underpass.. this was flagged 2 years ago, the leak is coming from other flats.
HML charged the residents a “reserve” charge which was not permitted under the rules of the lease, they were informed 6 years or so ago, and were ordered by court to pay the money back to us all.. its taken 5.5 years for only some of us to get the money back.
I took it on myself to create a list of issues that they need to look into and sent it in to them 6 months ago, literally NO response.
I must say, when you can get someone on the call they are all nicey nicey and talk the game but absolutely diabolical in delivering – this is not just a one off case.
I have recently created a WhatsApp group for the residents of this block and have joined as many people on there, more for a "Community Vibe" it has worked wonders - I will be advising as many people as possible to post their view on here too.
26 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Good afternoon Rizwan,
Thank you for taking the time to leave your review. It was great speaking with you yesterday and having the opportunity to discuss the concerns you have raised regarding your development.
We appreciate that these matters have caused frustration, particularly where there have been delays and outstanding issues requiring further clarity. I look forward to speaking with you again tomorrow to go through the update that has been provided by your Property Manager and hope that the response given will help to resolve the issues you have been experiencing.
Warm Regards,
Maisie
We have been working with Krzysztof…
We have been working with Krzysztof Prokop, our new site manager, for a few months, while we continue to fight with Crest to see the completion of the development. In that time he has proved helpful, communicative, enthusiastic and positive. He is personable and responds quickly to all communications and does his very best to find solutions. This is quite a contrast from the previous managers we have worked with. We hope he remains in position and sees the conclusion of the handover of the development.
26 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Mervyn
Thank you for sharing your feedback. It’s great to hear that Krzysztof has already made such a positive impact in his first few months as your site manager.
His helpful, communicative and solution-focused approach clearly means a lot during what sounds like a challenging period with the completion and handover of the development. We’re pleased to know he has brought such enthusiasm and responsiveness to the role, and we’ll be happy to pass your comments on to him.
Kind Regards,
Maisie
With the right account manager in Kerry…
With the right account manager in Kerry Howard we are very pleased with the service we get. Kerry has been the best account manager and we have no worries with her at the helm.
26 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Good afternoon Laura,
Thank you for sharing your feedback. It’s lovely to hear that Kerry Howard has given you such confidence in the service you receive.
Knowing that you feel reassured with Kerry looking after matters is wonderful to hear, and your comments about her being the best account manager are greatly appreciated. We’ll make sure your kind words are passed on to her.
Bes Regards,
Maisie
Gail fantastic serice
Gail
Made a very prompt and professional reply.
She reviewed my account and put my mind at risk.
If I ever have another query I hope I can get have Gail help me.
22 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Mark,
Thank you for taking the time to share your feedback. We’re delighted to hear that Gail provided such prompt and professional support.
It’s great to know she was able to review your account and put your mind at ease. We’ll be pleased to pass your kind comments on to Gail, and we’re glad her assistance made such a positive impression.
Many Thanks,
Maisie
Shayana was extremely helpful and…
Shayana was extremely helpful and understanding to my difficulties at paying a much larger amount than usual. I was completely satisfied with this call.
24 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Debby,
Thank you for sharing your feedback. We’re really pleased to hear that Shayana was able to support you with care and understanding during your call, especially given the concerns around paying a larger amount than usual.
It’s great to know that you felt completely satisfied with the assistance provided. We’ll be happy to pass your kind comments on to Shayana.
Kind Regards,
Maisie
New management is very poor
My building was managed by a high quality HML property manager up until a year or so ago. Since then HML's new manager, Darren Emedo, has been really poor, in fact I would say largely worthless: at turns arrogant, uncommitted, unprofessional and unresponsive—and the building looks worse now than it ever has.
1 juni 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 that you feel the service at your building has declined and that you have concerns regarding responsiveness, professionalism and the overall condition of the development.
We would welcome the opportunity to understand the specific issues you are currently experiencing so that we can look into them further and work towards a resolution. 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 your concerns in more detail and see how we can assist.
Kind regards,
Maisie
I live with my mum at the Brunel street…
I live with my mum at the Brunel street works in Canning Town and the property manager Sharlene has been targeting me for the past week and a bit. She is so horrible and she is passive aggressive. She is one of the most disrespectful people I’ve come across and she makes the environment hostile. She has been picking on me and I’m a young woman and I believe she should deal with people with respect. I strongly feel that she should NOT be the property manager because she is highly unprofessional and very passive aggressive and confrontational.
22 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Chyan,
Thank you for taking the time to leave your review. I’m sorry to hear about the concerns you have raised regarding your experience at Brunel Street Works.
I have tried to contact you to obtain some further information so that I can better understand the situation and look into this appropriately. I would be happy to speak with you over the phone if you could please call our main line on 0333 032 5955 and ask to speak with myself, Maisie.
Kind regards,
Maisie
If I could give -1 I would
If I could give -1 I would. HML in Canning Town our Estates Manager Sharlene Baptiste is disgustingly rude unprofessional and aggressive as well as a liar. Does not follow Ny procedures or dealings with resident’s professionally . I have made complaints and emailed her twice once after sending me. Highly inaccurate aggressive email and shortly after for being extremely rude to my daughter she has ignored all emails. I can. Ow see multiple people have complained about the same thing - SURELY HML need to reassign her - This is extremely unprofessional and represents HML very poorly
22 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to leave your review. We’re sorry to hear about the concerns you have raised regarding your experience at Canning Town and the communication you have received.
We understand how upsetting it can be when you feel matters have not been handled professionally or respectfully, and we would welcome the opportunity to discuss this with you in more detail. Please contact us via our main line on 0333 032 5955 and ask to speak with myself ,Maisie, and I would be happy to talk through the issues further and see how we can assist.
Kind regards,
Maisie
Sheena 🤗
My block is managed by Sheena Habgood from the Worthing office. Sheena is a joy: efficient, calm, knowledgeable and a real asset to HML and a gift as a property manager. Thank you Sheena for everything, Mel (Thornton Court)
23 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Mel,
Thank you for sharing such warm feedback. It’s lovely to hear how highly you regard Sheena Habgood and the service she provides at Thornton Court.
Her efficiency, calm manner and knowledge clearly make a real difference, and your description of her as both an asset to HML and a gift as a property manager is truly appreciated. We’ll make sure your thanks are passed on to Sheena.
Many Thanks,
Maisie
Unusually exceptional standard of service.
Our recently appointed property management assistant has been exceptionally assiduous and on top of her brief.
She is invariably, helpful, pleasant, knowledgeable and effective in addressing issues raised and is prompt in follow up for any action required.
Excellent standard of service.
23 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Good afternoon,
Thank you for taking the time to share this wonderful feedback. It’s fantastic to hear that your recently appointed Property Management Assistant has delivered such an exceptional standard of service.
Her helpfulness, knowledge, attention to detail and prompt follow-up clearly stand out, and we’re pleased to know the support provided has been both effective and reassuring. We’ll be delighted to pass your comments on to the team.
Kind Regards,
Maisie
Great service
My query was dealt with by Shayana promptly and professionally. I received the information that I requested almost instantly.
23 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Good afternoon
Thank you for taking the time to share your feedback. It’s great to hear that Shayana dealt with your query promptly and professionally.
We’ll be pleased to pass your kind comments on to her.
Kind Regards,
Maisie
First class professional property…
First class professional property service, with excellent budget preparation and effective delivery of planned maintenance. I am a Leaseholder within a development of 21 apartments where HML provide a full property management service at reasonable cost. Our property manager, Rhiiannon Orrow, is highly professional and exceedingly well-qualified. She has met challenging circumstances and a demanding workload with diligence and professionalism.
23 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Deborah,
Thank you for taking the time to leave your review.
It’s great to hear that the management of your development has felt professional, well organised and good value, particularly around budget planning and planned maintenance. Rhiiannon Orrow’s dedication, knowledge and calm approach in busy or challenging periods clearly haven’t gone unnoticed, and we’ll make sure your comments are shared with her.
War Regards,
Maisie
A problem resolved
I amounted some arrears due to using the wrong sort code. I thought I had paid the bill but did not due to this mistake. I would like to thank Jasmine Rekhi
(Finance Communication Representative) for resolving this for me and removing the arrears.
22 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Good afternoon,
Thank you for sharing your feedback. We’re pleased to hear that Jasmine Rekhi was able to help resolve the issue with the incorrect sort code and arrange for the arrears to be removed.
We appreciate you taking the time to recognise her support, and we’ll be glad to pass your thanks on to Jasmine and the Finance Communications team.
Kind Regards,
Best Regards,
Maisie
Jasmine Rekhi at HML group
Jasmine Rekhi at HMLwas most helpful and extremely efficient . She was confident and very thorough in helping me with my query. Excellent service and would highly recommend.
22 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Michael
Thank you for taking the time to share your feedback. It’s great to hear that Jasmine Rekhi was so helpful, efficient and thorough in dealing with your query.
We’re pleased her confidence and professionalism made the experience a positive one, and we’ll be happy to pass your kind comments on to Jasmine.
Kind Regards,
Maisie
Very happy with Sheena
★★★★★
I have been extremely pleased with the service provided by Sheena Habgood at HML.
Sheena is always professional, approachable and very quick to respond to emails and queries. Communication has been excellent throughout, and even when dealing with difficult or contentious issues, she remains calm, fair and focused on finding practical solutions.
I particularly appreciate her willingness to address matters promptly and keep all parties informed. Managing property issues can often be challenging, but Sheena has consistently demonstrated patience, efficiency and a high level of professionalism.
Thank you, Sheena, for your hard work and support. It is very much appreciated.
Grant Langley
18 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Grant,
Thank you for taking the time to share such thoughtful feedback. We’re delighted to hear that Sheena Habgood has provided such a positive and professional service.
It is especially pleasing to know that her calm and fair approach, clear communication and focus on practical solutions have been appreciated, particularly when dealing with more challenging matters. We will be very happy to pass your kind words on to Sheena.
Thank you again, Grant, for recognising her hard work and support.
Best Regards,
Maisie
Great Customer Service
I have dealt in the main with Ya Wen who has always been very quick to respond to queries and does her best to find a solution.
11 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Anna,
Thank you for taking the time to share your feedback. We’re pleased to hear that Ya Wen has provided great customer service and has been quick to respond to your queries.
It is lovely to know that her efforts to find solutions have been appreciated.
Kind Regards,
Maisie
Good Customer Service from the Accounts Team
I recently dealt with Jasmine Rekhi
(Finance Communication Representative at B‑hive Property Solutions) and was impressed by her customer-centric approach in handling my accounts query in a professional, efficient and impartial manner. She was clear in her communication both on the phone and by email and she responded in a timely manner which was instrumental in concluding the query in full to both parties' satisfaction.
15 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Jennifer,
Thank you for taking the time to share your feedback. We’re delighted to hear that Jasmine Rekhi provided such a professional, efficient and customer-focused service when assisting with your accounts query.
It is especially pleasing to know that her clear communication, both by phone and email, helped bring the matter to a satisfactory conclusion. We will be very happy to pass your kind comments on to Jasmine and the Accounts Team.
Best Regards,
Maisie
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