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
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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
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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
Gemiddeld
1K reviews
Geen recente geschiedenis van het vragen naar reviews
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Heeft 95% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 maand
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Ontdek hoe ze hun reviews verzamelen, beoordelen en modereren.
Shayana Ravinthiran was very helpful…
Shayana Ravinthiran was very helpful and went out of her way to communicate with a colleague to resolve the matter that was pending. Thank you for all your help. Great service.
15 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Sanjeev,
Thank you for sharing your kind feedback. We’re really pleased to hear that Shayana Ravinthiran was able to help and went the extra mile by liaising with a colleague to resolve the outstanding matter.
It’s wonderful to know that you received great service, and we’ll be happy to pass your thanks on to Shayana. If you require any further support, please do feel free to contact us again.
Kind Regards,
Maisie
Good Management
My block is managed by Danielle Thickett she is by far the best property manager the block has had in the 6 years I've lived here. Danielle responds promptly to e-mails, lets us know when she's going to be away and arranges repairs within a reasonable timeframe. HML has an app which is really useful for keeping up to date with maintenance repairs and news about the block. Danielle also comes on site periodically so she can see what repair works needs to be done.
8 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Neil,
Thank you for taking the time to share your feedback. It is wonderful to hear that Danielle Thickett has made such a positive difference to the management of your block.
Her prompt communication, proactive updates, arrangement of repairs and regular site visits clearly mean a great deal, and we’re pleased to know you have found the HML app useful for staying informed about maintenance and block updates.
We’ll be very happy to pass your kind comments on to Danielle.
Warm Regards,
Maisie
Terrible company
Terrible company. Spend ages chasing trying to get things done and no one responds and nothing gets resolved. They want your service fee but aren’t willing to provide any actual service.
Update:
After my review Maisie reached out to me and has been trying to help resolve the issues our development was having with the office in charge. She has been helpful, understanding and continued to update me via email and phone. For her I am grateful.
13 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Michaela,
Thank you for taking the time to leave your review. I’m sorry to hear that you feel matters have not been resolved and that communication has not met your expectations.
As you are aware, any further charges are currently on hold until your Property Manager is back in the office and able to respond accordingly. I will continue to keep you updated by email with any further updates as soon as they are available.
It's been lovely to speak with you and I hope that I am helping to make your experience a bit easier now that you are receiving updates with regards to the enquires you would like answered.
I look forward to speaking with you again soon.
Kind regards,
Maisie
A total lack of communication from HML…
A total lack of communication from HML Pope Gardens Property Manager - our gardens have not been maintained with absolutely no communication to the residents whatsoever - urgent emails go unanswered
12 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Michael,
Thank you for taking the time to leave your review. We’re sorry to hear about your concerns regarding the lack of communication and garden maintenance at Pope Gardens.
It was great to speak with you earlier, and we really appreciate you taking the time to discuss your concerns with us directly. We understand how frustrating it must be when maintenance matters remain unresolved and urgent emails go unanswered.
We will ensure your comments are passed to the relevant team for review. If you require any further support, please contact our Customer Experience team at customerexperience@vegnergroup.com, quoting your reference number 3678, and they will be happy to assist.
Kind Regards,
Maisie
Danielle Thickett our Property Manager in Darwen
Danielle Thickett is our property manager on Moorlands Court in Darwen. She started in September 2024 having taken over from Alison Quinn.
In the 20 months that Danielle has been our Property Manager she has completely turned things around on our development through sheer hard work and dedication to her responsibilities.
She is a star! Yvonne and I have a great connection with Danielle. Let’s hope it continue with Danielle for a long time yet. Yvonne and John Harkness at 4 Moorlands Court, Darwen.
12 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear John,
Thank you for such a lovely review. It is clear from your comments that Danielle Thickett has had a genuinely positive impact at Moorlands Court since taking over as Property Manager.
We’re so pleased to hear that her hard work and dedication have helped turn things around for the development, and that you have built such a strong working relationship with her. Feedback like this means a great deal, and your kind words will certainly be shared with her.
Thank you again John for taking the time to recognise Danielle’s efforts.
Not trusted, capable, or credible.
According to their website: 'HML are specialists in the block and estate management market. Serving the sector for more than 30 years [...] HML are trusted, capable and credible and have expert local knowledge.'
To date, I have not seen evidence of their self-professed qualities based on how they run the estate I currently live in.
Much like their website, HML give a rather banal appearance of professional competence, but looking deeper you see it is a rather weak facade masking (to be frank) critical ineptitude and disrespect for the individuals they serve and the contractors they work with.
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'Trusted'
The overall opinion of the residents in the block I live in is that they are increasingly untrustworthy. With poor response times, lack of transparency on standard matters (e.g. sharing service charge documents, explaining decisions).
Their approach to issues also reveals this, as they are not proactive, but incredibly (if at all) reactive to issues, and rather than taking ownership, they hide and ignore responses. 'Trust' means very little when there is no accountability taken.
'Capable'
One wonders at the capability of multiple members of this group. The current Property Manager has actively been hostile towards delivery people, contractors, and residents. It has caused significant turnover in staff as well as blown up issues such as postal delivery. This has eroded significant relationships that draws concern about how external contractors may charge or do work on the premise.
The capability of the Team Leader for Property Management is also quite questionable due to his poor management of the aforementioned Property Manager, lack of communication and engagement with residents, and overall poor oversight of a significantly large development as costs have begun to rise. A capable senior manager would take accountability to explain to residents why this is so, and take action to reduce it as much as possible.
To date, that has not occurred and it now appears the Team Leader has taken a 'hands off' approach and has disengaged. This raises concerns about how the long-term management of this estate will be handled, and his capability to manage something like this.
'Credible'
Credibility has been lost constantly, as rather than striving to address concerns in an open way, they have doubled down, becoming more hostile. To the point that one becomes rather fearful of retaliation, as they seem to manage the mechanisms for service charge in an unclear way. For instance, significantly raising the charges for gardening, citing 'animal fouling from residents' as the only reason, without taking into accountability that they do not water the plants at all, and take no action to keep general care of the space. This adds to more expensive service charges and the same issues pop up. Add to this the failure to provide accounts and service charge details in a timely manner (as per their legal responsibility, mind you), wonders why they are unable to manage such a key part of their responsibility.
The same can be said for the state of the concierge desk, which, at present, is marked up, and tabletops ruined by staff with permanent markers. A credible organization would address this proactively, but the fact that an obvious thing has not, does make one wonder what we can trust the Property Manager and the Team Leader with, if not the maintenance of a key part of their own office.
Again, accountability is not taken, it is usually thrown back to the residents. If 'ignore now, blame later' is the policy, it is not credible for an organization of this size, or if HML perhaps maybe should stick to more manageable portfolio sizes.
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I have given 2 stars only because of the second Property Manager providing a small amount of support, but this is only after significant effort. She was brought in to support the primary Property Manager—the secondary Property Manager being now resident-facing, and the primary Property Manager being relegated to internal affairs after the poor conduct allegations. This has not solved everything, as it shows the organization will not take action to remove problematic individuals, but it does show some movement, and she has been helpful within her means, but she is limited. It does not make up for the failure on other parts of HML's mandate.
Overall, for a group with 'more than 30 years' of experience, it does not show.
12 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Thank you for taking the time to leave such a detailed review. We’re sorry to hear how disappointed you feel with the management of your development and the concerns you have raised around communication, transparency, service charge information, contractor relationships and the general upkeep of communal areas.
We understand that trust and confidence can be affected when residents feel matters are not being addressed clearly or proactively. Your comments regarding response times, accountability and the handling of estate matters are taken seriously, and we appreciate the time you have taken to set them out in detail.
We are pleased to note that you have found some support from your PM, although we recognise from your review that you feel wider concerns remain unresolved. We would welcome the opportunity to look into these matters further and ensure your feedback is directed to the appropriate senior team for review.
Please contact our Customer Experience team at customerexperience@vegnergroup.com, quoting reference number 9146, and they will be happy to assist. If you would also like to speak with someone regarding these matters over the phone then please feel free to contact us via 0333 032 5955 and ask to speak with myself, Maisie.
Kind Regards,
Maisie
Further response:
Dear Matt,
We have tried to get in touch with you to discuss the concerns raised in your review and to offer our support, but unfortunately we have not yet been able to speak with you as of yet.
We would still very much like the opportunity to assist and to ensure your comments are reviewed by the appropriate team. If you would like our help, please contact our Customer Experience team at customerexperience@vegnergroup.com, quoting reference number 9146. Alternatively, you can call us on 0333 032 5955 and ask to speak with myself, Maisie, and I will be will be happy to discuss this further with you.
Kind regards,
Maisie
I’ve had consistently negative…
I’ve had consistently negative experiences with HML, from the concierge team through to the Property/Portfolio Manager. The worst experience has been with the estate manager, Sharlene Baptiste -despite repeated complaints from multiple residents, there has been no improvement in attitude or service.
Service charges continue to increase year after year, yet there is little to no transparency or explanation provided. Overall, the level of service is extremely poor and disappointing. One of the worst property management experiences I’ve had.
10 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Aman,
Thank you for taking the time to leave your review. I’m sorry to hear about your concerns regarding the service you have received, including communication, transparency around service charges and your experience with estate management.
Please be assured that as the discussed on the phone a little while ago, the situation is being looked into, and your comments have been noted so they can be reviewed appropriately. If you would like to discuss this further or provide any additional information, please contact our Customer Experience team at customerexperience@vegnergroup.com, quoting your reference number, and we will be happy to assist.
Kind Regards,
Maisie
Excellent
Excellent. Kerry Howard especially efficient and 'on the ball'
26 maart 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Marilyn,
We really appreciate you taking the time to share your feedback. It’s great to know that your experience has been excellent and that Kerry Howard’s efficiency and attentive approach have made such a positive impression.
We’ll ensure your comments are shared with Kerry, as recognition like this is always valued.
Warm Regards,
Maisie
If i could give zero stars I would…
If i could give this zero stars i would! Absolutely terrible company. A nightmare to deal with. Run away if HML is your property manager. They will keep increasing service charge and never answer emails.
10 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
We’re sorry to hear that you feel this way about your experience with HML, particularly in relation to service charge increases and difficulties receiving responses to your emails.
We would like the opportunity to better understand your concerns and see how we may be able to assist. Please contact our Customer Experience team at customerexperience@vegnergroup.com, quoting your reference number 2235 or contact 0333 032 5955 and ask to speak with myself, Maisie, and I will be will be happy to discuss this further with you.
Kind Regards,
Maisie
I am a resident of Brunel street works…
I am a resident of Brunel street works in Canning Town. HML are the worst, they simply ignore residents, deliberately lie and deceive and generally make life difficult for residents. I wish I had never had the need to have to deal with them. Sharlene (Estate Manager) is rude, aggressive and lies.
Jaskiran (Development Manager) was initially helpful and now just ignores all emails and contact.
Martin Dubery (Senior Manager for the development) just ignores everyone.
If you can avoid HML I would recommend you do so at all costs. It’s criminal when you pay so much service charge.
10 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Sam,
Thank you for taking the time to leave your review. We’re sorry to hear about the concerns you have raised regarding communication and the service you feel you have received at Brunel Street Works.
We understand how frustrating it must be when you feel your concerns are not being acknowledged, particularly where service charges and day-to-day management matters are involved. We would welcome the opportunity to look into this further and ensure your comments are directed to the appropriate team for review.
Please contact our Customer Experience team at customerexperience@vegnergroup.com, quoting reference number 8362, and they will be happy to assist.
Kind Regards,
Maisie
Kerry is king.
Kerry Howard is a credit to her organisation, l cant imagine what HML would do without her. indeed if it wasn’t for Kerry l very much doubt anything would get done at all or at least in a timely manner. 10/10
10 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Good eveninng,
Thank you for sharing your fantastic feedback about Kerry Howard. It is wonderful to hear how highly you regard her and the positive impact she has had.
Your comments about Kerry being a credit to the organisation and ensuring matters are dealt with in a timely manner are very much appreciated. We’ll make sure your kind words are passed on to her.
Kind Regards,
Maisie
Kerry Howard ...........
Kerry Howard is HML, she is always available, helpful and through. We have had a couple of minor, age related, issues on our leashold property and Kerry has taken time to understand the problem and arranged rapid solutions. Kerry is a credit and an ambasador to HML.
10 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Mel,
Thank you for sharing such thoughtful feedback about Kerry Howard. It is wonderful to hear that she has made such a positive impression through her availability, care and attention to detail.
Taking the time to properly understand an issue and move quickly towards a solution is exactly the kind of service we aim to provide, so it is especially pleasing to know Kerry has delivered this for you. Your comments about her being a credit and ambassador to HML are greatly appreciated, and we will ensure they are passed on to her.
Kind Regards,
Maisie
DON'T BUY PROPERTY IN BLDG MANAGED BY HML
I own a property in a big estate managed by HML. Developer first 2 years paid half of the insurance without our knowledge and service charge was affordable. then we got the full service charge with previous debt, we start paying but service charge was increasing ridiciously by HML despite not having a gym, or a pool...just concierge and the regular cleaning and other share services.... It is useless to get from them cost breakdown or get replies ....Useless.....
We finally got hold in 2025 to reach an agreement of payment plan for the outstanding as it is impossible to close the more you add service charge. We agreed to pay £700 month, £8400 annualy to cover previous outstanding, paying around £200+ extra monthly. 1 year we paid £700 monthly and service charge rising every 6 months. Now chasing us with PDC that is their own collection office and debt collection agency. They started charging people £1000 on top of the debt for sending a letter, and for us they made it £680. Sharelene is USELESS manager, utterly rude and arrogant. HML doesnt reply to emails to abide by the payment plan, they don't care just want to crash everything. Since we bought the flat, it didnt felt home because of the issues we have with HML.
DON'T EVER BUY A PROPERTY IF HML IS MANAGING, EVERRRRR. TRUST ME, LAST THING YOU WANT IS TO HAVE SUCH PEOPLE RUINING THE JOY OF OWNING YOUR OWN HOME
10 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Alexander,
Thank you for taking the time to leave your review. We’re sorry to hear how strongly you feel about your experience and the concerns you have raised regarding service charges, insurance costs, payment arrangements and subsequent debt recovery correspondence.
We understand that matters relating to increasing charges and outstanding balances can be extremely stressful, particularly where you feel communication has not been clear or responsive. We would welcome the opportunity to review the details of your account and the payment plan you refer to.
Please contact our Customer Experience team at customerexperience@vegnergroup.com, quoting reference number 7429, so that we can look into this further and ensure your concerns are directed to the appropriate team.
Warm Regards,
Maisie
Updated response:
Dear Alexander,
We have tried to contact you to discuss the concerns raised in your review and to offer our assistance, however we have not yet been able to speak with you.
We would still very much like the opportunity to help and review the matters you have raised regarding service charges, payment arrangements and debt recovery correspondence. If you still require support, we would appreciate it if you could contact us via our main line on 0333 032 5955 and ask to speak with myself, Maisie, and I will be happy to assist you further.
Warm regards,
Maisie
Terrible experience with Sharlene
Terrible experience with Sharlene @ Brunel Street Works. Denying access to a space that the lease clearly shows I am entitled to. Cannot provide clear copy of the lease when asked. Ignores emails (most likely to avoid having to deal with the issue). Has forced me to start legal proceedings against HML in the same manner a neighbour had to do, all to obtain the same access he was also initially denied and then won! An absolute disgrace.
10 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Fiona
Thank you for taking the time to leave your review. We’re sorry to hear about the concerns you have raised regarding access arrangements at Brunel Street Works and the difficulties you have experienced in obtaining clarification and responses.
It was lovely speaking with you today, and I’m glad I was able to help assist you with the issues you have been experiencing. I understand how frustrating it can be in situations like these however, I do hope I was able to help make the situation easier to navigate going forward.
If you ever need any further help in the future, please do contact myself or a member of my team via 0333 032 5955 and we will be more then happy to assist.
Warm Regards,
Maisie
Great property manager… if you’re lucky with the right person!
Aina has been an outstanding property manager throughout my tenancy. Her attention to detail, proactive attitude, and genuine willingness to help consistently set her apart. She approaches every issue with professionalism and efficiency, demonstrating a remarkable ability to find practical solutions even in challenging situations. Communication has always been prompt and clear, and it is evident that she truly cares about delivering a high standard of service. I would not hesitate to recommend Aina to anyone looking for a reliable, capable, and highly dedicated property manager.
9 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Good morning,
Thank you for taking the time to share your feedback. We’re delighted to hear that Aina has provided such a high standard of service throughout your tenancy.
Her attention to detail, proactive approach and clear communication are wonderful to see recognised, and it’s especially pleasing to hear that she has been able to provide practical support in challenging situations. We will be very happy to pass your kind comments on to Aina and her team.
Warm Regards,
Maisie
Mobile Change.
We have spent several months trying to change my mobile number without success,until speaking with Jasmin Rekhi today 9th June it took her only a few minutes to resolve the issue. you need more people like her, she was polite,helpful,while being professional. Traits you do not always find.
9 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear John,
Thank you for sharing your feedback. It is excellent to hear that Jasmin Rekhi was able to resolve your mobile number issue so quickly.
We’re really pleased that her polite, helpful and professional approach made a positive difference, and your comments are very much appreciated. We will ensure your feedback is passed on to Jasmin and her team.
Kind Regards,
Maisie
Amazing services
Amazing services! Very helpful and professional staff!
8 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Natalia
Thank you for taking the time to leave your review. We’re thrilled to hear that you found the service amazing and our team helpful and professional.
We really appreciate your kind feedback. If you require any further support, please contact us.
Kind Regards,
Maisie
HML property manager
I have been Happy with our manager Danielle Thickett she has responded to all our issues promptly
8 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Stuart,
Thank you for taking the time to leave your review. We’re pleased to hear that you have been happy with Danielle Thickett as your Property Manager and that she has responded promptly to your issues.
We appreciate you sharing this feedback and will be glad to pass your kind comments on to Danielle. If you require any further support, please contact us.
Warm Regards,
Maisie
Property Manager
I have delt with property manager Danielle Thickett a number of times now, she is very efficient, responds very quickly to any queries and and jobs that are required are completed promptly.
1 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Good afternoon,
Thank you for taking the time to leave your review. We’re pleased to hear that Danielle Thickett has been efficient, responsive and prompt in dealing with your queries and arranging the necessary works.
We really appreciate you sharing this feedback and will be glad to pass your kind comments on to Danielle.
Kind Regards,
Maisie
Siobhan thank you very much for your…
Siobhan thank you very much for your time and service, you are the star for me thank you.
5 juni 2026
Review zonder uitnodiging
Antwoord van HML Group
Dear Ramesh,
Thank you for taking the time to leave your review. We’re delighted to hear your kind feedback for Siobhan and that you were so pleased with the time and service she has provided.
We’ll be very happy to pass your comments on to her.
Warm Regards,
Maisie
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