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Head Office, Richmond TW9
1.4/5, 21 Reviews
14% Recommended
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HML Group Branches (View All 3)
Avoid! Removing them was the ...
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1 Star Review
By : 'Hugo'
Services : Other
Would you recommend ? : No
Postcode : W6
29 Jan 2025
People found this helpful0
Avoid at all costs! Charged a fortune in service charges, never once responded to challenges on costs, nor did they actual visit the property inspections. They were supposed to provide meter readings and they couldn't even do that, when we called the supplier they said they hadn't received a meter ... Read Full Review
Comments on Agent Fees
Completely overcharged us. Each year the fees went up while the service deteriorated. Charged us a fortune for electricity without even challenging the supplier (as they weren't providing meter readings), I had to sort it myself and got hundreds of pounds returned for 2024 from the supplier. We are paying a fraction of what we were with our new providers (Brackenbury management) and the service is top notch.
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Avoid at all costs! Charged a fortune in service charges, never once responded to challenges on costs, nor did they actual visit the property inspections. They were supposed to provide meter readings and they couldn't even do that, when we called the supplier they said they hadn't received a meter reading in 2 years!
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Hugo said about HML Group
Services : Other( )Date: 29th Jan 2025
Avoid at all costs! Charged a fortune in service charges, never once responded to challenges on costs, nor did they actual visit the property inspections. They were supposed to provide meter readings and they couldn't even do that, when we called the supplier they said they hadn't received a meter reading in 2 years!
Removing them was the best thing we've done, we are now with a smaller local company who are brilliant and a fraction of the cost. However, we still haven't received a complete handover from HML despite chasing daily now. When asked what was left over from the 2024s service fees they said it's all gone and won't provide any proof, no breakdown, invoices, nothing!
I am shocked this company is allowed to exist, they are nothing but a detriment to you and your property. One word, scam.
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Worst possible property ...
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1 Star Review
By : 'JA'
Services : Letting( As a Prospective Landlord/Tenant )
Would you recommend ? : No
Postcode : IG6
27 Jun 2024
People found this helpful0
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 / reminder emails or at one time noticed their... Read Full Review
Comments (0)HML
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JA said about HML Group
Services : Letting( As a Prospective Landlord/Tenant )Date: 27th Jun 2024
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 / reminder emails or at one time noticed their emails landed in spam folder and never made any phone calls to advice my account is being referred to debt collection. The debt collection company introduction fee (£432) and on the top of it the huge sums of their charges. This made me to realize that I can't afford to own the flat anymore being HML as our property management company. I wish I have an opportunity to cancel agreement with this company individually. My apartment block suffers massive lack of maintenance time to time. I hope this company is investigated soon by the watchdog and penalized.
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Horrendous company to deal ...
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1 Star Review
By : 'Stu'
Services : Letting( Property Management )
Would you recommend ? : No
Postcode : TW16
16 May 2024
People found this helpful1
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. To say that we are relieved is an... Read Full Review
Comments (0)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. To say that we are relieved is an understatement!
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Stu said about HML Group
Services : Letting( Property Management )Date: 15th May 2024
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. To say that we are relieved is an understatement!
Years of accounts all over the place , years of allowing the estate to become completely run down, years of arrogance as we had no voice , years of high service charges with little to no improvement in the site , years of formal complaints ignored, years of over priced management fees and years of paying extortionate prices to contractors for simple tasks. I anticipate that the handover will be obstructive, vague and delayed as that's how they run their business , but at least we are finally free of them ! The leaseholders run the site now under a resident management company. I couldn't be happier ! Good riddance HML, I told you that if you didn't improve I would take it from you and I did!! ;-)
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Avoid at all ...
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1 Star Review
By : 'Nick'
Services : Property Management
Would you recommend ? : No
Postcode : RG24
15 Oct 2023
People found this helpful3
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 haven’t got round to... Read Full Review
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Nick White said about HML Group
Services : Property Management( )Date: 15th Oct 2023
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 haven’t got round to adopting some of the roads yet). During this time HML have demonstrated that they aren’t able to conduct basic maintenance (despite paying their suppliers for it), can’t do basic maths or provide an explanation of how they’ve come to the charges they have for our property. On asking for a breakdown of our charge for a 6-month period, we were threatened (repeatedly) with bailiffs and further ‘recovery’ charges, despite having it in writing that all recovery action had been paused whilst they figured out how to send us a very basic calculation that they had supposedly already completed…to top it all off, their ‘customer services’ responded to a complaint by gaslighting me into submission. Avoid at all costs. Tell developers that you won’t buy their houses/flats if HML are involved…
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shocking company to deal ...
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1 Star Review
By : 'Marcus'
Services : Letting( As a Owner )
Would you recommend ? : No
Postcode : CW8
7 Sept 2023
People found this helpful2
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... Read Full Review
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Marcus Smith said about HML Group
Services : Letting( As a Owner )Date: 6th Sep 2023
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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Awful, not sure what we pay ...
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1 Star Review
By : 'Elizabeth'
Services : Property Management
Sold price : £2450000
Would you recommend ? : No
Postcode : ME2
30 Jun 2023
People found this helpful4
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 too. No one to even complain to!! They kept... Read Full Review
Comments (0)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 too.
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Elizabeth Sullivan said about HML Group
Services : Property Management( )Date: 30th Jun 2023
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 too.
No one to even complain to!! They kept sending me letters saying I owe them when actually I was in credit but I had to fight the fact and I get hardly what could be an apology. Can’t wait to move out and be rid of them and useless service charges.
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AVOID ...
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1 Star Review
By : 'K'
Services : Property Management
Would you recommend ? : No
Postcode : TN12
19 Jun 2022
People found this helpful3
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 time. Apparently 5ft stinging nettles are wild meadow... Read Full Review
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K said about HML Group
Services : Property Management( )Date: 19th Jun 2022
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 time. Apparently 5ft stinging nettles are wild meadow flowers ?. This is somehow costing us more even though they are cutting less and haven't planted no meadows seeds! Absolute shambles of a company. This was also not part of the contract. Lots of over issues too but too long to list them all!
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A generous 1 ...
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1 Star Review
By : 'Charles'
Services : Letting( Property Management )
Rent PCM : £240000
Would you recommend ? : No
Postcode : TN22
15 Jun 2022
People found this helpful2
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... Read Full Review
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Charles said about HML Group
Services : Letting( Property Management )Date: 15th Jun 2022
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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If I could give less than I ...
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1 Star Review
By : 'Rebecca'
Services : Property Management
Sold price : £350000
Would you recommend ? : No
Postcode : DA1
28 May 2022
People found this helpful0
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 wouldn't be a massive issue but... Read Full Review
Comments (0)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....
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Rebecca said about HML Group
Services : Property Management( )Date: 28th May 2022
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 wouldn't be a massive issue but after reading numerous reviews about HML, I know they won't hesitate to take me to court for the fees.
I have been calling them since August 2021, if they answer the phone which is rare, then you get passed from pillar to post as no one seems to know who I need to speak to. Eventually I end up being given an email address which I have emailed continously for the past 6 months only to receive generic sorry we are busy right now, please be patient responses.
I have no idea how much the fees are or how much I'm going to have to back pay. I also don't know what we are paying them for when we pay an extortionate amount of council tax and I can see no evidence of anything that could be considered part of that cost. As far as I can tell they take your money and give nothing back, they are the biggest scam going.
I love living here and I love my house but as soon as my 5 year fixed mortgage is up I'm going to sell and get out....
DO NOT BUY A PROPERTY THAT IS RUN BY THIS SHAMBOLIC COMPANY.
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The worst company ever. How ...
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1 Star Review
By : 'Janetjones'
Services : Letting( As a Owner )
Rent PCM : £250000
Would you recommend ? : No
Postcode : GU21
23 Mar 2022
People found this helpful1
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... Read Full Review
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Comments (0)The worst company ever. How ever do they get away with calling themselves a maintenance company.
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Janetjones said about HML Group
Services : Letting( As a Owner )Date: 23rd Mar 2022
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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Company that has no ...
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1 Star Review
Robert
Maria
By : 'Silvia'
Services : Property Management
Would you recommend ? : No
Postcode : SM1
15 Mar 2022
People found this helpful2
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 need is the majority of the Director's votes... Read Full Review
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Silvia said about HML Group
Services : Property Management( )Date: 15th Mar 2022
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 need is the majority of the Director's votes to cancel HML's services and switch to a new company. That is what we did! Do not waste your time and money with HML!
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NEVER ANSWER THEIR ...
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1 Star Review
By : 'Jeff'
Services : Property Management
Sold price : £249000
Would you recommend ? : No
Postcode : BR8
1 Feb 2022
People found this helpful2
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... Read Full Review
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Jeff said about HML Group
Services : Property Management( )Date: 1st Feb 2022
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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Avoid like the plague (or ...
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1 Star Review
By : 'Ramin'
Services : Property Management
Sold price : £900000
Would you recommend ? : No
Postcode : W4
21 Jan 2022
People found this helpful0
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 numbers with no justifications. The company clearly has no QC... Read Full Review
Comments (0)Avoid like the plague (or Covid) and there is no vaccine for it.
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Ramin Shahbazi said about HML Group
Services : Property Management( )Date: 21st Jan 2022
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 numbers with no justifications.
The company clearly has no QC department and does not give a hoot about their customers as long as its taking the money.
I would rather have Chengiz Khan managing my property, he has more charm and honestly.
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The worst management company ...
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1 Star Review
By : 'Stuart'
Services : Letting( Property Management )
Rent PCM : £1250
Would you recommend ? : No
Postcode : TW16
7 Dec 2020
People found this helpful5
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 who are reactive to everything ... Read Full Review
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Stuart House said about HML Group
Services : Letting( Property Management )Date: 7th Dec 2020
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 who are reactive to everything rather than proactive. Unable to solve even simple problems , if you are considering taking them on please expect to do all the work yourself while paying them a lot of money for doing nothing. Always check your accounts because they are very good at making expensive 'mistakes'.
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By : edd jordan
31 Jan 2021Yep 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...
Worst company ever. ...
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1 Star Review
By : 'Suzy'
Services : Property Management
Would you recommend ? : No
Postcode : SL1
5 Nov 2020
People found this helpful9
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... Read Full Review
Comments (1)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!
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Suzy Mills said about HML Group
Services : Property Management( )Date: 5th Nov 2020
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!
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By : George
5 Feb 2021I 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 ...
Worst customer ...
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1 Star Review
By : 'Lee'
Services : Letting( Property Management )
Would you recommend ? : No
Postcode : TW19
4 Mar 2020
People found this helpful3
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 back and she never does. Endless phone... Read Full Review
Comments (0)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 back and she never does. Endless phone calls and I'm no further in getting this fixed since the day I moved in.
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Lee Reid said about HML Group
Services : Letting( Property Management )Date: 4th Mar 2020
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 back and she never does. Endless phone calls and I'm no further in getting this fixed since the day I moved in.
HML property management group are terrible for customer service. Absolutely shocking
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Utterly vile management ...
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1 Star Review
By : 'Martin'
Services : Letting( Property Management )
Rent PCM : £300
Would you recommend ? : No
Postcode : SW15
22 Jan 2020
People found this helpful9
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 deal with these total scum... Read Full Review
Comments (0)Utterly vile management company. Exist only to extort and bully homeowners into overpaying for services not rendered.
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Martin Lloyd said about HML Group
Services : Letting( Property Management )Date: 22nd Jan 2020
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 deal with these total scum bags following the hand over process.
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Worst management ...
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1 Star Review
By : 'Robynlily'
Services : Property Management
Sold price : £295000
Would you recommend ? : Yes
Postcode : DA10
4 Jun 2019
People found this helpful9
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 the overall maintenance of our block is... Read Full Review
Comments on Agent Fees
BAD
Comments (0)HML have given by far the WORST service I have ever come across.
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Robynlily said about HML Group
Services : Property Management( )Date: 3rd Jun 2019
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 the overall maintenance of our block is awful- the bin shed doors have been broken since February.
Spoke to a receptionist who promised a call back - 2 months later I'm still waiting.
Whole of the development have never heard back when trying to contact.
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Leah Weeks and her great ...
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5 Star Review
Leah
By : 'Rosie'
Services : Property Management
Would you recommend ? : Yes
Postcode : SW6
24 Apr 2019
People found this helpful1
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 what it's like to struggle under bad management,... Read Full Review
Comments on Agent Fees
For a London agent, I think their fees are competitive and fair.
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Rosie Porter said about HML Group
Services : Property Management( )Date: 23rd Apr 2019
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 what it's like to struggle under bad management, The future looks much brighter now with this team at the helm. Thank you!
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By : Asif Afzal
14 Sept 2021Surprised 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...
Always been ...
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5 Star Review
By : 'HappyCustomer'
Services : Property Management
Would you recommend ? : Yes
Postcode : TW10
20 Mar 2019
People found this helpful3
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... Read Full Review
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HappyCustomer said about HML Group
Services : Property Management( )Date: 20th Mar 2019
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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