Nov 05,2020
Nov 05,2020
9
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I can only echo other reviewers before me. They provide zero service for sky high service charges, leaving the buildings they manage neglected and delipidated. AVOID THEM if you want your property to be nice and well managed!
I am a director at five other estates and have been dealing with various property management companies over the years, but HML Group was so bad that we formed an RTM to be able to get rid of them. Took months and lot of effort, but it was worth it.
Here are just a few of their failings…
Maintenance
Despite reporting issues for years, none of these have been attended to:
- emergency lighting missing (a legal requite requirement)
- all exterior lights (bar one) broken
- there was a hole in the wall, allowing water to ingress (has been there for about 4 years)
- gardening was atrocious, bushes not cut back and leaves and debris just swept under so much that ground level was raised quite a lot (in fact, when the new management company took over and the bushes were cut back properly, we discovered that there were car park lights in the bushes that have not been seen for years (and they were not working)
- cleaning was bad
- internal decorating not done for 10 years or more
- carpets have not been cleaned or changed for at least 15 years
- gutters were always sprouting greenery as they have not been cleared for years and the roof was full of moss
Management
The turnover of property managers was quite frequent and each of them said… ‘Give me a bit of time to understand the issues’ or ‘I cannot comment on what went on before me’. Then nothing ever changed or got done. What happened to corporate responsibilities?
Once we moved away and received some information from them (after months of trying to get it out of them), we discovered that their charges were astronomical. For example, they charged £ 2000 for sending out one Section 20 letter to 36 leaseholders. No wonder the service charge was sky high.
Handover
The handover was the worst and most shambolic I ever encountered. Management companies supposed to provide information and transfer uncommitted funds to the new management company on the day of the handover, if not before. We had zero information and zero funds from the HML Group. After months and months of pushing and going through their formal complaint procedure, taking it up to director level, we eventually received a statement of accounts for leaseholders, then a reconciliation spreadsheet and eventually the accounts.
Things are a bit complicated as the estate has 4 buildings, the RTM took over only one of them and HML continued to manage the other 3. In their reconciliation spreadsheet they got many things wrong, they tried to charge us for things they should not have. But the major thing that continues to be a sticking point is the building insurance. They instructed their insurance brokers to contact the new management company, which they duly did. The new management company then insured the building (though they used a different broker eventually). It turned out – from the reconciliation spreadsheet – that they also insured our building and charged us over a £ 1000 (even though their own brokers quoted about £ 600). There was zero communication with the new management company, we only picked this little gem up from the reconciliation spreadsheet.
After handover
Even though we have parted company with HML Group almost a year ago, we continue to have issues with them as they continue to try to invoice us for ‘estate costs’ even though their contactors have not been on site since handover almost a year ago, they sent Section 20 notices and other unsolicited emails.
So if you are thinking of engaging them as your property management company, DON’T. Save yourselves years of trouble and headache and AVOID THEM!
I am a director at five other estates and have been dealing with various property management companies over the years, but HML Group was so bad that we formed an RTM to be able to get rid of them. Took months and lot of effort, but it was worth it.
Here are just a few of their failings…
Maintenance
Despite reporting issues for years, none of these have been attended to:
- emergency lighting missing (a legal requite requirement)
- all exterior lights (bar one) broken
- there was a hole in the wall, allowing water to ingress (has been there for about 4 years)
- gardening was atrocious, bushes not cut back and leaves and debris just swept under so much that ground level was raised quite a lot (in fact, when the new management company took over and the bushes were cut back properly, we discovered that there were car park lights in the bushes that have not been seen for years (and they were not working)
- cleaning was bad
- internal decorating not done for 10 years or more
- carpets have not been cleaned or changed for at least 15 years
- gutters were always sprouting greenery as they have not been cleared for years and the roof was full of moss
Management
The turnover of property managers was quite frequent and each of them said… ‘Give me a bit of time to understand the issues’ or ‘I cannot comment on what went on before me’. Then nothing ever changed or got done. What happened to corporate responsibilities?
Once we moved away and received some information from them (after months of trying to get it out of them), we discovered that their charges were astronomical. For example, they charged £ 2000 for sending out one Section 20 letter to 36 leaseholders. No wonder the service charge was sky high.
Handover
The handover was the worst and most shambolic I ever encountered. Management companies supposed to provide information and transfer uncommitted funds to the new management company on the day of the handover, if not before. We had zero information and zero funds from the HML Group. After months and months of pushing and going through their formal complaint procedure, taking it up to director level, we eventually received a statement of accounts for leaseholders, then a reconciliation spreadsheet and eventually the accounts.
Things are a bit complicated as the estate has 4 buildings, the RTM took over only one of them and HML continued to manage the other 3. In their reconciliation spreadsheet they got many things wrong, they tried to charge us for things they should not have. But the major thing that continues to be a sticking point is the building insurance. They instructed their insurance brokers to contact the new management company, which they duly did. The new management company then insured the building (though they used a different broker eventually). It turned out – from the reconciliation spreadsheet – that they also insured our building and charged us over a £ 1000 (even though their own brokers quoted about £ 600). There was zero communication with the new management company, we only picked this little gem up from the reconciliation spreadsheet.
After handover
Even though we have parted company with HML Group almost a year ago, we continue to have issues with them as they continue to try to invoice us for ‘estate costs’ even though their contactors have not been on site since handover almost a year ago, they sent Section 20 notices and other unsolicited emails.
So if you are thinking of engaging them as your property management company, DON’T. Save yourselves years of trouble and headache and AVOID THEM!
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Feb 05, 2021
I would echo this. In Bristol the service has been beyond poor. I own other properties and have worked around the industry for years but the point about staff is spot on - constant delays on anything ever getting done as the staff are constantly replaced and each is as underqualified and over worked as the last so nothing ever happens to look after the building or justify the fee they charge, they take no responsibility when things go wrong and have zero drive to do anything. Unless micro managed every step of the day they would never get anything done.
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Opening Hours
Address
HML Group
9-11 The Quadrant
Richmond
Surrey
TW9 1BP
Performance statistics
| Services | Valuation Accuracy | Fees Satisfaction | Min Price of property reviewed | Max Price of property reviewed |
|---|
Review statistics
| From Landlords | From Tenants | From Vendors | From Buyers | Other | |||||
|---|---|---|---|---|---|---|---|---|---|
| 0 | 2 | 0 | 0 | 0 | 0 | 0 | 0 | 3 | 15 |
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- Sales
- Lettings
- Block Management
- Surveys
- Conveyancing
- Mortgage Advice
- Home Builder
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Jun 27,2024
Jun 27,2024
0
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HML
HML is the worst management company in the UK based on my experiences. I think this company is only setup to extract money unfairly from the customers. My recent experience again stand out as worst of all times. They have not sent me invoices / ...
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May 16,2024
May 16,2024
1
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Finally, after 22 years we have dismissed HML from our 239 unit site in Sunbury on Thames. We initially did RTM on the majority of the blocks and then exercised a covenant in our lease and voted them out of the whole estate with a simple majority. ...
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Oct 15,2023
Oct 15,2023
3
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Possibly one of the worst companies we have ever dealt with. 6 years on from moving into our new home, we’re still stuck with HML without being able to get rid of them because the developer is still controlling the management company (apparently the council ...
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Sep 07,2023
Sep 07,2023
2
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shocking company to deal with, complete lack of communication, they just ignore and fail to reply to emails, you can't get any issues repaired on properties, but quick when demanding the service charges!...
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Jun 30,2023
Jun 30,2023
4
people found
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Awful, not sure what we pay them for. They promise to do work and 4 years later they just ignore emails or keep saying a contractor will be out. All lies, continuing to take our money each year. The turnaround for management has been unsurprising high ...
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Jun 19,2022
Jun 19,2022
3
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Would say 0 stars but it won't let me! Avoid at all costs they have no clue how to run a management Co. Customer service is shocking especially in Kent area michelle and Sarah. Not full filling their contract and just fob you off all the ...
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Jun 15,2022
Jun 15,2022
2
people found
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A generous 1 star. Worst customer service in the world. Clueless contractors. This company has one aim, to make as much money as possible, whilst doing absolutely nothing....
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May 28,2022
May 28,2022
0
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If I could give less I would..... I unfortunately moved onto an estate run by this company back in August 2021. To date they still haven't sent me a bill for the management fees as they still haven't put my name on the account....
This normally ...
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Mar 23,2022
Mar 23,2022
1
people found
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The worst company ever. How ever do they get away with calling themselves a maintenance company.
Never use.
They never reply and they do not look after their leaseholders or tenants...
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Mar 15,2022
Mar 15,2022
2
people found
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Company that has no shame! Would take your money every way they can! Do not fall for the lies and promises of Robert Marsh and Maria Brindley! The most dishonest and disrespectful people we have ever met! The service provided is below zero! All you ...
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Feb 01,2022
Feb 01,2022
2
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Receive threatening letter demanding you pay some inflated invoice for future maintenance. Can never get through on the phone. A total disregard for customers. A terrible company to deal with....
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Jan 21,2022
Jan 21,2022
0
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Avoid like the plague (or Covid) and there is no vaccine for it.
I can't believe that such a scam can be going on in a developed country like the UK and nothing can be done about it.
They are fiddling and making up the ...
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Dec 07,2020
Dec 07,2020
5
people found
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The worst management company you could ever employ. Constantly trying to spend your money , not remotely competitive with contractors as they only use their own, slow to act when issues arise , talk to you like they are the boss not the employed company, lazy managers ...
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Jan 31, 2021
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(1)
Yep same here in Hersham terrible terrible company wanting to charge us £7000 to install some soffit vents. along with a myriad of other badly installed iteams (they cost extra) ...
Nov 05,2020
Nov 05,2020
9
people found
this helpful
this helpful
I can only echo other reviewers before me. They provide zero service for sky high service charges, leaving the buildings they manage neglected and delipidated. AVOID THEM if you want your property to be nice and well managed!
I am a director at five other ...
read full review
read full review
Was this helpful?
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Yes
Feb 05, 2021
View all comments
(1)
I would echo this. In Bristol the service has been beyond poor. I own other properties and have worked around the industry for years but the point about staff is spot on - constant delays on anything ever getting done as the staff are constantly replaced and each is as underqualified and over worked as the last so nothing ever happens to look after the building or justify the fee they charge, they take no responsibility when things go wrong and have zero drive to do anything. Unless micro manage ...
Mar 04,2020
Mar 04,2020
3
people found
this helpful
this helpful
If I could give 0 star rating I would. I moved into this property 6months ago. And reported a fault with the entry door which don't work. Noone attends, no fixes it, noone calls. Everytime I call I'm told the property manager Caroline will call me ...
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Jan 22,2020
Jan 22,2020
9
people found
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this helpful
Utterly vile management company. Exist only to extort and bully homeowners into overpaying for services not rendered.
Only positive comment I can make is that my block in Putney has just successfully completed a Right to Manage process and we will no longer have to ...
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Jun 04,2019
Jun 04,2019
9
people found
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HML have given by far the WORST service I have ever come across.
They took over the 'management' of our flat block last October, and sine then we have had contact with them twice.
We have yet to hear anything regarding our service charge and ...
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Comment on agent fees
BAD
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Apr 24,2019
Apr 24,2019
1
people found
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this helpful
Leah Weeks and her team in Richmond have been incredibly efficient and helpful in my dealings with them. I have found them to be quick to respond and pleasant to communicate with. I have lived in my block for 31 years and know only too well ...
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Comment on agent fees
For a London agent, I think their fees are competitive and fair.
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Sep 14, 2021
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Surprised to read this! I have had the opposite experience of Leah and her team of incompetence, unprofessionalism and washing her hands of issues that arose with my block and then presenting no solutions and leaving me with a legal battle to manage Landlord issues with insurance claims! Would not recommend HML and Leah as anyone to work with from my experience. Steer clear. ...
Mar 20,2019
Mar 20,2019
3
people found
this helpful
this helpful
I've found that they've always been good to us. Yes things happen sometimes but they have always helped when I've gotten in touch, and I can't fault that!...
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Nov 15,2018
Nov 15,2018
4
people found
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this helpful
Property Investigator
3 reviews
6 days ago
LATEST UPDATE - THE DIRECTORS OF ROWLAND HOMES AND THE DIRECTOR AND EMPLOYEE OF HML GUTHRIE HAVE REFUSED A MEETING WITH THE MP OF CONGLETON CHESHIRE TO DISCUSS THE 2 YEAR OLD PLUS PROPERTY MANAGEMENT DISPUTE WITH THE MEMBERS OF SANDBACH ...
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Comment on agent fees
Management fees are very high to manage public open space to cut and maintain grass. The fees are circa £7000 and the company is 6 years old that is £42000. This is why the members want the accounts auditing.
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No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.
Complaints Procedure
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Last updated at 5:21 PM 02/05/2019 by Samuel
