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An update from our CEO

Updated 24.06.2020

As the COVID-19 pandemic continues to escalate, I wanted to address the steps taken and provide an update of the measures that we have been implementing to ensure business continues as usual.

Since the COVID-19 outbreak, HML have been busy working hard and adapting our services to avoid and minimalise service disruption, which is a concern for many during these unsettling times. Rest assured, HML are here, we’re still operating and much of our business remains unaffected.

The HML team have been identifying and implementing solutions, which have enabled us to successfully continue providing our core business services and services deemed as ‘essential’ despite parameters as a result of this global crisis.

Telephone System

Last week I communicated a number of updates of HML’s service and facilities to date.

Today, I want to give you further details surrounding the reopening of our offices and our new telephone network that is now live and fully operational between our usual business hours of 9am – 5.30pm.

All pre-existing lines for all offices have resumed from Monday 22nd June, which means you can now contact your local office directly. Please continue to use the same telephone number, which can also be found on the HML website.

Whilst we have sufficient staff to deal with all incoming calls, there will be limited numbers within the branch network. So that we can handle all calls as efficiently as possible and to improve the customer experience, when calling you will now be provided with three options – Property Management, Finance & Accounts and Legal Services. Once you have selected your choice, you will be automatically transferred to the relevant department where a member of HML will be able to assist you with your enquiry.

For any questions and/or concerns pertaining to the management of your property, if you know the email address or telephone number of your local Property Manager you can contact them directly. Alternatively, during this transitional period you may still send your enquiry to incident@hmlgroup.com, where we will continue to monitor this inbox, whilst social distancing regulations remain in place.

Branch Network

Despite the relaxing of certain restrictions associated with lockdown, which saw the reopening of non-essential shops from Monday 15th June, HML took the decision not to formally reopen the branch network on this given date in order to avoid service disruption and to ensure we are providing a safe environment for all. The safety of our customers and colleagues continues to be our primary concern and I would like to reassure you that our efforts have been invested into taking the necessary precautions to ensure our offices are deemed COVID-19 secure.

Last Friday, the Government announced that the COVID-19 alert level had lowered from a rating of 4 to 3. Level 3 was deemed our final condition and in light of this we are now able to commence with our phased approach to returning safely to the working environment, with an expectancy that there will be a presence throughout all HML offices by Monday 6th July.

Please note, there will be limited staff onsite and as such, I would like to ask you to kindly refrain from visiting our premises for the time being, in order to maintain safe social distancing.

For information about the steps taken by HML, as part of our return to work policy and the implication this has on the service our customers receive, these details can be found on our dedicated client COVID-19 page on the HML website, where we will be posting further announcements in due course.

As we move forward, thank you for your continued support and patience. Please continue to stay home and stay safe.

Regards

Alec Guthrie – CEO