HML Group Reviews 1,343

★★★★★

I have been extremely pleased with the service provided by Sheena Habgood at HML.

Sheena is always professional, approachable and very quick to respond to emails and queries. Communication has been excellent throughout, and even when dealing with difficult or contentious issues, she remains calm, fair and focused on finding practical solutions.

I particularly appreciate her willingness to address matters promptly and keep all parties informed. Managing property issues can often be challenging, but Sheena has consistently demonstrated patience, efficiency and a high level of professionalism.

Thank you, Sheena, for your hard work and support. It is very much appreciated.

Grant Langley

I have dealt in the main with Ya Wen who has always been very quick to respond to queries and does her best to find a solution.

I recently dealt with Jasmine Rekhi ​​​​
(Finance Communication Representative at B‑hive Property Solutions) and was impressed by her customer-centric approach in handling my accounts query in a professional, efficient and impartial manner. She was clear in her communication both on the phone and by email and she responded in a timely manner which was instrumental in concluding the query in full to both parties' satisfaction.

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.

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.

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.

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

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.

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.

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.

Excellent. Kerry Howard especially efficient and 'on the ball'

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.

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.

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

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.

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

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.

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.

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.

Amazing services! Very helpful and professional staff!