Frequently asked questions
Residential property management can raise a lot of questions, whether you’re a homeowner, landlord, or part of a residents’ association.
This FAQ section brings together the answers to the questions we’re asked most often but if you don’t see what you’re looking for, our team is always here to help.
Property factors in Scotland
-
A property is factored when a property factor (a company, local authority, or housing association) is appointed to manage and maintain shared or common parts of land or buildings owned by more than one homeowner, for example, stairwells, roofs, lifts, gardens, parking areas, or estate grounds.
-
All factors operating in Scotland must be registered on the Scottish Property Factor Register and comply with the Property Factors (Scotland) Act: Code of Conduct. A property factor’s role varies on by development and can include:
Organising routine maintenance of shared areas (cleaning, gardening, lift servicing, etc.).
Arranging repairs and dealing with emergency call-outs.
Managing building insurance where title deeds require a common policy.
Handling financial administration, including invoices, budgets, and contractor payments.
-
Factor fees are paid because a property factor provides ongoing management and maintenance of shared areas. These fees generally cover:
Regular management charges
Routine repair costs
Contributions toward maintenance, insurance and long-term repair funds.
Factors set their own fees based on the building, services and contractor costs. They must provide owners with an annual financial statement detailing all work and spending.
-
A Title Deed is the legal document that proves property ownership and sets out the rules, obligations, and boundaries of the property. It may include:
Ownership details
Property boundaries
Rights of access
Maintenance responsibilities
Burdens (conditions affecting how the property may be used)
Most modern title deeds are recorded in the Land Register of Scotland, and copies can be purchased online via Registers of Scotland.
-
A Deed of Conditions is a legally binding document, usually included within the Title Deeds, that sets out rules that apply to all properties within a building or development. It typically specifies:
Which areas are ‘common’ and shared
How repair and maintenance costs must be divided
Each owner’s obligations for communal upkeep
Restrictions on use or alterations
Duties and powers of the property factor (if one is appointed).
If there are gaps in the Deed of Conditions or they are unclear, Scottish law provides default rules in the Tenements (Scotland) Act 2004 and the Title Conditions (Scotland) Act 2003.
Changing factors in Scotland
-
If your current property factor isn’t giving you the service, support or value you expect, homeowners in Scotland can appoint a new factor. It is important to take time to compare other managing agents and understand what each offers. Asking the right questions can help you choose a factor who’s transparent, reliable and a good fit for your development.
At Charles White Limited, we’re here to make the process plain sailing and can guide you through the process. From reviewing your Title Deeds to helping you liaise with fellow homeowners, we aim to make the whole process simple and stress‑free so you can enjoy better service, clearer communication and an award-winning factor you can rely on.
-
Yes, homeowners in Scotland have the legal right to remove and appoint a new property factor, provided they follow the process set out in their Title. In most cases, this involves getting agreement from the required number of owners within the development and giving notice to the current factor.
-
The number of owners needed to agree to change factor depends on the development’s Title Deeds. In many developments, a simple majority (more than 50% of owners) is enough to appoint of dismiss a property factor. Every development is different, so it is important to check the specific provisions that apply to your property.
-
You should consult your Title Deeds before starting the process of changing property factor. They might include details about voting requirements, notice periods, management obligations and any conditions that apply to appointing or dismissing a factor.
-
Before appointing a new property factor, it’s worth asking:
What services are included in the management fee?
How often will the development be inspected?
How are staff trained?
How do you handle repairs and maintenance?
How do you stay connected with homeowners?
How are costs agreed and controlled?
What happens if things go wrong?
Communal repairs and maintenance
-
A property factor is usually responsible for arranging repairs and maintenance to the shared or communal areas of a residential development. This can include areas such as roofs, stairwells, lifts, communal lighting, door entry systems, gutters, drains and landscaping.
The exact repairs your factor is responsible for arranging will depend on your Title Deeds which should set out what is classed as common property and how it should be maintained.
-
You should report any issues in the communal areas of your development as soon as you notice them. This could include issues such as a leaking roof, broken stair lighting, a faulty door entry system or blocked communal drains.
Charles White clients can report issues on our portal, on our website or by contacting the office.
When reporting communal repairs, it helps to provide as much information as possible. You should include:
The address
Location of the issue
A description of the problem
Photos or videos
Once the repair has been reported, your property factor can take whatever action is required.
-
Communal repairs are normally paid for by the homeowners who share responsibility for the affected part of the development. How the costs are divided is usually set out in the Title Deeds. In some developments, repair costs are shared equally between all owners and in others, the costs may be split according to what is stated in the title deeds.
The property factor manages a development’s finances. The factor arranges the work on behalf of the homeowners, paying for the works through invoices, service charges, float accounts or reserve funds depending on the development’s arrangements.
-
If there is an immediate risk to health, safety or security, these repairs are handled as a priority. In an emergency, a property factor may need to arrange for urgent work to be carried out to make the area safe or prevent further damage.
Our out-of-hours phone line is answered 24/7 by senior members of our team so urgent issues can always be dealt with quickly.
-
If homeowners disagree about communal repairs, you should begin by consulting the Title Deeds. These usually explain who is responsible for the repair, how costs should be shared and what level of owner agreement is needed before work can go ahead. At Charles White, we work with homeowners to help provide clear information, transparent costs and practical guidance.
Property factor fees and charges
-
A factor’s management fee covers the professional management of your development and its shared areas. This includes the day-to-day administration involved in arranging maintenance and repairs, managing contractors, carrying out inspections, keeping records, preparing budgets, issuing invoices, attending AGMs, communicating with homeowners and our 24/7 emergency service.
The management fee is separate from the cost of the services provided to the development. Your invoice may therefore also include your share of services such as stair cleaning, gardening, lift servicing, buildings insurance, repairs and contributions to a float or maintenance fund. How these costs are shared will depend on your Title Deeds.
-
Property factors set their own management fees. The fee reflects the level of professional work needed to manage the development, while service and maintenance charges are based on the services provided and the costs charged by contractors and suppliers.
Your share of the communal costs is normally calculated in line with your Title Deeds. Depending on your development, costs might be divided equally between homeowners or allocated as a percentage using another method set out in the Title Deeds. Our invoices provide a clear breakdown of the charges and show the share allocated to your property.
-
No two developments are the same. A small block of flats with a communal stair will have very different requirements from a larger development with lifts, underground parking, landscaped grounds or other shared facilities.
We take into account the age, size, condition and number of services required at a development when setting our management fees. If your development has a mix of houses and flats, it is likely that each will be charged a different fee due to the services provided.
-
It is important to pay invoices promptly to ensure there is enough money in the development account to pay contractors and keep services running. If invoices remain unpaid, your property factor will follow the debt recovery process set out in its Written Statement of Services. Our invoices are due for payment within 21 days. Overdue invoices may incur late payment charges before moving to external debt recovery.
Unpaid charges can affect the wider development by delaying services or reducing the money available for essential work. In some developments, the Title Deeds make homeowners jointly liable for common costs. That means that if every reasonable step has been made to recover the debts, the outstanding balance may need to be paid by other homeowners. If you are having difficulty paying a bill, it’s always best to speak to your factor early so the issue can be dealt with before it escalates.
-
If you don’t recognise a charge on your invoice or think it has been calculated incorrectly, you should speak to your property factor. We ask that all invoice disputes are raised with your Client Relationship Manager in writing within 14 days of receiving the invoice. The disputed amount will then be placed on hold while it is investigated but any undisputed charges should still be paid to avoid late payment fees.