HML Group Reviews 1.297

HML have to be the most incompetent, arrogant bunch in the maintenance game. They are incapable of responding in a timely manner, do nothing but ignore complaints and up our prices. They have a high turnover of staff and lack empathy with residents. They are money grabbers and lack morals. Never buy a property or on an estate that HML are responsible for, you’ll regret it every day.

Jasmine Rekhi dealt with my request professionally. She was polite on the call, quickly understood the problem and made esure that funds.were switched over to the correct account in a timely manner

I recently purchased an apt and in order to try and find my feet with this and how the manangent company worked etc I had the pleasure of dealing with Sophie May on several occasions who manages our block in Redditch. She was responsive, informative and extremely helpful and knowledgeable. I'm not sure how long this company have managed the apt's but all interior and exterior areas are in good condition and very clean and organised. The app is a fantastic tool (hard copies available if you wish). It show where money is spent. Full breakdowns. hope this is a true representation if ever anything gets reported that'll it'll be repaired and dealt with promptly.
Thank you Sophie May for your help

I would strongly advise caution when dealing with HML.

We have been dealing with an ongoing escape of water issue since October 2025, originating from communal pipework which HML are responsible for managing.

Despite being on notice for several months, the situation has been poorly handled from start to finish. The issue has progressed to the point where the property became uninhabitable due to sustained moisture ingress and mould contamination, and we have now been forced to move out.

Even now, there is still:
• No clear scope of works
• No programme for remediation
• No coordinated plan to resolve the issue

What is most concerning is the complete lack of accountability and continuity. Multiple contacts, including senior management, have been unavailable, with no one taking ownership of what is clearly a serious and ongoing problem.

Temporary accommodation has been arranged, but HML have failed to provide any certainty or extension, leaving us in a position where we are effectively being pushed out without any clarity on how or when this will be resolved.

Attempts to fix the issue have also been poorly managed, including inappropriate initial works and repeated visits, with the leak still ongoing.

Overall, this has been an extremely stressful experience, caused by a lack of organisation, poor communication and failure to manage a situation that clearly required urgent and coordinated action.

This is not how a managing agent should operate, particularly when dealing with properties that have become uninhabitable.

I hope this review encourages a more accountable and structured approach for other residents in the future

Mitchel Berry was really helpful in resolving a payment problem, and kept on working with me to get this resolved. He stayed in constant contact and sent me through the final confirmation to ensure that everything was in place. I really appreciated this!

This company is probably the worst services company in UK. They cannot generate Fee letters on a timely basis.(deadline was yesterday for 2026!!) They write letters regarding roofworks which they cannot get estimates for 4 months! So, I am about to lose a client who agreed to buy a flat at Tarnbrook Court, Holbein Place last November!!! I would not suggest buying a flat where HML is responsible

One star is too much for these guys. They are absolutely useless, completely, beyond any type of comprehension useless.

🚨 🚨 🚨 🚨 🚨 AVOID AVOID AVOID 🚨 🚨 🚨 🚨 🚨

Our property manager appears to treat communication as optional. Emails go unread for weeks and any attempt to resolve issues is met with the same rehearsed dead end: “there’s nothing we can do.” An impressive level of inertia for a company whose sole purpose is management.

Additional costs have a habit of quietly appearing, with little explanation or transparency. More concerning is the tendency to push decisions through where resistance is weakest, particularly among more vulnerable leaseholders who may not be in a position to properly challenge what’s being presented. So deeply unprofessional.

We were also told, over the phone, that a ‘new law’ will prevent share-of-freehold owners from managing their own property. Leaving us no choice but to keep this company. This is simply misleading and blatantly manipulative.

Overall, the experience is one of poor communication and questionable conduct throughout.

Recommendations for competent property management firms in London would be very welcome.

1 star seems too much. They do not meet the conditions of the lease, they invent charges and refuse to explain what they are for and they will not respond to issues raised in their portal. This will respond to items that involve you paying the but everything else is a vacuum. It took years to get access to the portal because they failed to complete the purchase process, they charged me additional fees exceeding £400 for charges that pre-date my purchase. It's only now when I come to sell do I find that they didn't issue a vital document (which they charged £140 for) and now they want an additional £80 to produce a duplicate. This is on top of the £564 they are charging to release the "management pack" to my conveyancing solicitor.
I put a written complaint in recently, it covered a question about the fees and complaints about the lack of maintenance and responsiveness. The lady that responded to justify the management pack fee promised I would get a response - that was 3 weeks ago.

Rude, uncooperative and disorganised. Absolutely do not care for residents only after their fee. Obviously a small town operation with expected low service. You get what you pay for so don’t expect much.

Very prompt, courteous and efficient response to our legal consent request -- very warmly appreciated. Many thanks to Ambily and Sophy.

In January 2024 Alexander Bonhill, who arrange insurance for HML and part of the same group of companies, provided useful information via HML outlining the changes to FCA rules relating to insurance, which stated:

“Disclosure is proactive, and the [above] information will be provided promptly after the conclusion of the contract to all leaseholders.”

“In conclusion, the FCA’s reform on multi-occupancy buildings insurance have introduced a new era of transparency and accountability to ensure leaseholders interest are best served throughout the insurance process.”

I recently requested insurance information for the third consecutive year. Same rigmarole each time: requests ignored, told documents are in the portal when they are not, then some documentation is provided – or the previous year’s documentation, and so it goes on. I get the impression that Alexander Bonhill are providing information promptly, but HML are not passing it on demonstrating their appalling attitude towards following rules, transparency, accountability and serving leaseholders’ best interests.

This organisation represents an utter failure of professional property management, and I employ the term “management company” with considerable reservation.

Its standards of communication with residents are wholly unacceptable, demonstrating a complete lack of engagement with, or regard for, the legitimate concerns of those it purports to serve. Annual management charges have been increased to an extraordinary degree, far exceeding what could reasonably be justified, and these substantial rises are imposed without adequate explanation or transparent rationale. When such matters are queried, residents receive no meaningful response—only strongly worded correspondence evidently designed to intimidate and compel payment.

The financial administration is profoundly deficient. The accounting lacks clarity and credibility, and the figures presented for services allegedly rendered appear wholly disproportionate and, at times, implausible.

In summary, HML conducts itself with a degree of indifference and self-interest that is entirely inconsistent with the responsibilities of a professional managing agent. It shows no genuine commitment to the welfare of the residents on the estates under its charge, appearing instead to prioritise the maximisation of profit above all else.

Please be very aware of any property that this company manage. I have been utterly mislead, repeated incorrect charging and charges from before I owned the property/lease. Unclear reporting, lack of engagement or acknowledgement of correspondence. Awful experience and some of the worst customer care and service i have experienced.

Struggling since HML began to manage our property to get any traction or progress on key issues. Have now sent 3 direct complaints to senior managers none of which have been acknowledged and no updates received. We are at a loss as to what to do next.

I made a formal complaint on 11 January about the poor quality of the draft budget for 2026 that HML prepared for our management company. According to the complaints policy published on HML's website, I should have received an acknowledgement by 14 January and a response by 4 February. I received an acknowledgement on 19 January (3 working days late) and I have not yet received a response (7 working days late and counting).

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

Within the last minute I recieved a phone call from Samantha (property manager) we have had an on going issue/issues with HML

Samantha replied ' im done with helping you' basically sums up HML . Terrible company do not use as a management company. AVOID