HML Group Reviews 

Without a doubt HML are the most incompetent property managers I have ever dealt with.

The law states that "The Responsible Person will need to ensure that the necessary arrangements are in place to address any issues identified." HML refuse to make any arrangements for flat entrance door issues to be addressed in a coordinated manner across the 75 flats, making it feasible for leaseholders to bring their entrance doors up to scratch.  

Organised con artists enabled by developers. “Managing” my housing estate rather than giving it to the council that already we pay council tax to.
Admitted they total guess their fees and supposedly give back unspent fees, but their figures do not tie up, nowhere close.
10k for “Gardening” artificial surfaces.
Single person with weed killer goes over the small areas of block paving once a summer.
Reduced to 5k next time but still nowhere near accurate.
Try to discuss the inflated fees with them and they just completely ignore you.
Send a letter saying they will charge you £100+vat debt management fee.
Try to discuss this fee with them, they ignore you entirely and send another letter with an increased fee of £350+vat.
Disgusting company attitude.
Avoid at all costs. If they’re down to manage your housing estate, purchase elsewhere!

I phone PM Rebecca Midsum few weeks ago did not pic up i email sent morning and afternoon no reply then think the week after I Evan left message for her to call back nothing. I email he boss Anne Ridge normally replies did not emailed again week or so later emailed again nothing still waiting for original question bad service

HML were our management company until we did something about it…..and now they’ve gone.
This year, our new service charge and reserve fund is £1000’s less.
I read these awful reviews and sympathise with everyone,we experienced exactly what you are now going through.
Whoever is writing the 5* reviews,needs to change their writing style as they all seem very similar !!!!
Our properties were virtually impossible to sell,their value decreased whilst HML continued to ramp up the charges. Their listed contractors were completely out of financial control and were making a packet out of us.
It really is easy to change your management company,and I urge all leaseholders ( with the HML chain around their necks ) to get together,do some online research and contact several management agent companies.
My tip on that choice,try your local reputable estate agents who have a rental side to their business. If they can’t help,they will probably know someone who can.
You will need to be organised,determined and be prepared to put in a long shift to turn everything around,but with the help of a good local management company,you’ll achieve it.
Your first mission,find out when the contract with HML expires. You must give 3 months written notice that you ( as residents) will NOT be renewing it. Your new chosen managing agent will then take over everything…..it’s a bit like changing banks I suppose.
The sooner you act on this the better,as you might be within that 3 month notice period. Then you’re stuck with them for another year.
The more leaseholders that act on removing this awful company,the better….hopefully on a national level after reading this.
Do it,I promise everything will improve if you do. 🙂

Just refuse to fix issues. Will not respond. Awful!

The HML Group is shockingly insensitive and incompetent. Let me give three examples (there are more) pertaining to an area in Chelmsford where HML is (unfortunately) the property manager:

1. On 15 August 2024, I wrote to the WRITTLE ROAD (CHELMSFORD) RESIDENTS ASSOCIATION LIMITED through B-Hive (part of HML group) using the specified email address. Never received a reply.

2. On 4 October 2024, I wrote to HML group at the specified email address driving its attention to an abandoned vehicle left in the residents parking area for more than three years. For months I followed up, HML did nothing, just like it had done nothing in the years before. Eventually, the Council came to rescue and removed the vehicle.

3. We have been forced to maintain a hedge on the side of a communal pathway that the HML contractors fail to trim. It grows into our house through and on top of the fence and becomes a nuisance. Despite a number of verbal requests over an year, nothing was done. I filed a written complaint with HML, an automated reply was received and then nothing. In January 2026, I have now escalated the matter to the Property Ombudsman.

Sadly, I could list more examples of how insensitive and incompetent HML is, but you get the point.

They fixed nothing - constantly upped the price for their services by extorniate amounts. Made it near impossible to cancel the contracts - where paying cleaners something like £100 an hour. Had broken door bell for months and they did nothing. Never pick this company to manage your flats - you will regret it - avoid like the plague.

Having worked with the East Malling branch of HML for a few years now I have always found them honest and fair. Helen Johnson has been a pleasure to work with, communication is good, getting all info needed and chasers if we don't get there quick enough! Working with Helen I get the impression HML have an ethos that values and understands their contractors are a key part their management role and keeping residents and their clients happy.

This second review is to the response I received yesterday regarding my experiences of Hml in Dunstable. I was extremely surprised to have received a reply as previously stated Hml never bothered replying before. I have sent a detailed email as requested outlining my experiences whilst residing at my flat. I hope it can help in a small way to other potential buyers before they commit themselves to a purchase with hml.

I would strongly encourage anyone considering HML to read the reviews carefully and not rely solely on the recent 5-star ratings. In my opinion, many of these reviews appear unusual or inconsistent when compared with the overall customer experience shared on this page.

When looking more closely, I noticed patterns that do not align with what long-term customers are reporting, which raises concerns about how representative these 5-star posts really are. At the very least, the sudden improvement in ratings does not match the service quality I personally experienced.

I want to be clear: I am not stating that any review is fake — only that, as a customer, I found the contrast between the overwhelmingly negative feedback and the new wave of 5-star reviews difficult to reconcile. Other consumers may feel the same, and I think it is important that prospective customers are not misled by a potentially distorted picture.

If Trustpilot happens to read this, I would respectfully ask them to review the authenticity and pattern of recent submissions, especially the 5-star ones, as the situation creates doubt and affects confidence in the platform itself. Transparency is essential for maintaining trust.

HML have always been very cooperative and helpful over many years of doing business together.

The staff have been kind and helpful in all correspondence. Charlotte in particular has really stood out in her support and guidance.

Sophie May is the most delightful property manager. Always approachable, pleasant, polite and always provides feedback on any issues raised.
Sophie really is the epitome of great customer service and an excellent advocate for HML.

If you are looking to buy a property to which has HML is the appointed service managers, then my advice would be to look to purchase elsewhere. From the accounts through to customer service, no one takes accountability despite following their internal complaints procedures in an attempt to get a refund of money owed.

As a voluntary director of the Rodings Management Company Limited responsible for an estate in Loughton we have a designated property manager Kerry Howard. We have a mix of private and social housing which requires close management and Kerry has provided valued support on various issues over the past couple of years. Additionally, on more complex issues we have received good support from Wayne Savage and Darren Boland.

Charlotte Hinton has been a great help with us is a true superstar at this company, we had a few issue but she been quick to resolve them, I wish more company's had employees like this, A big thank you.

Charlotte Hinton has always acted promptly and efficiently with any issues that I have contacted her about.

If there has ever been a problem she has always took it on board and found a solution.

She has a very friendly and professional manner.

Good management company! - i had a query and Jasmine Rekhi was superb in helping me resolve it quickly and effectively.

HML, and Rebecca in particular, have been great at managing the Elmswood Court shared freehold estate. Both diligent and responsive, we couldn’t ask for better. Thanks for all the work you do keeping the estate at such a high standard.

Eric at HML looks after us promptly and efficiently.