Frequently Asked Questions

How do I receive communication from HML?

Again, we want to make everything as quick and as easy for you as we can. When it comes to communication, the choice is yours. In an attempt to improve our well established Corporate Social Responsibility Statement, we are trying to encourage the use of e-communication and reduce the amount of paper. If this is not of preference then you can let us know. We have a communication preference form available to you on each HML branch page – so take a look and fill it in and email it back to us.

How can I pay my bill?

We want to make the process of paying bills as quick and easy for you as we can. We therefore provide a number of ways for you to pay your bill that suits you. Our new online services portal allows you to set up a profile online and pay your bills 24/7 via online banking. For more information please click here.

Do you offer an out-of-hours service for emergencies?

We operate an out-of-hours service designed to handle emergencies (operational upon subscription). Clients are able to call for assistance outside office hours (Monday –  Friday 9.00am – 5.30pm).

Information on this service is available upon request so if you are interested in this added benefit please contact us and we can get this arranged for you.

How do you deal with complaints?

We take our customer service very seriously and all complaints are handled efficiently and professionally. A copy of our formal service level complaint procedure can be found on each individual HML page.

This procedure recommends referral to the Ombudsman Services: Property, in the event that arbitration is required. We have £5m Professional Indemnity Insurance policy in place where required (ARMA minimum £500,000).

How often does a representative from your company visit the blocks you manage and check on contract compliance?

Communication is key to HML. The frequency of visits is determined by the size of complexity of the estate and the contract terms agreed between us and the management company directors. However, regular updates from us will keep you fully informed of all undertakings and progress required. We regularly undertake inspections of all our properties to ensure that all standards are met and maintained in the best way possible. We’re always on the end of a phone and our Property Managers are always willing to go the extra mile to help you and your property. Click here to read some of our Testimonials from our existing happy HML clients.

How comprehensive a panel of contractors do you have?

We have set up the internal accreditation because we have a duty to ensure all of our contractors are vetted across many different areas, including Insurance Cover, Company Information, VAT Registration, Trade Memberships and H&S compliance. We have found that unfortunately very few schemes actually cover all of these areas (we find most, that our contractors are members of, focus purely on the H&S aspect). We have therefore introduced the internal scheme to ensure that all relevant checks are completed and we are abiding by our own obligations. This enables a competitive tender process to be undertaken and we strive to instruct local contractors where possible.

How many blocks do you manage and how many units therein?

Our group portfolio consists of over 2000 estates of mixed tenure, encompassing in excess of 63,000 units. The developments vary in size, ranging from five units to 300+ units. Our portfolio consists of houses, flats and even garages so our experience and knowledge is vast! Whatever your property, we’ve got it covered.

Can you assure that you offer a quality service at a fair cost?

As a member of the Association of Residential Managing Agents (ARMA), we adhere to the ethos of fair and reasonable service and cost. We are compliant to their membership rules and fulfil various criteria, including an annual audit. For more info on ARMA and to view a video on their services and the benefits of membership,  click here.

How many years has the HML Group been in the property services?

We have been in the property management business for over 50 years and have ULK coverage across 19 different offices. Offering you all a personal – local – tailored experience.
Our first HML branch was HML Andertons who were established in Croydon back in 1963
To see how long our branches have been in business, click through to their individual branch pages.

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