Questions to ask a when looking to switch property management company
Key questions homeowners should ask when choosing a new property factor
Switching property management company in Scotland is a big decision. Whether you’re unhappy with your current service or just reviewing your options, asking the right questions can save you time, money and stress.
All property management companies in Scotland are required by law to be registered, so before you contact any factor, make sure they are on the Scottish Property Factor Register. We have pulled together a list of essential questions that will help you find a property management company that will put you and your property first.
How are your staff trained?
The quality of service you get often comes down to the people managing your property day-to-day. Well trained and knowledgeable staff are more likely to spot issues early, handle problems well and give clear and accurate advice. You could ask:
What training do your team receive?
How do your team stay up to date with industry standards and best practice?
What ongoing support do you give your team?
At Charles White Limited, we take the training and development of our staff seriously. We have an experienced team. Our Senior leadership team have a combined 100 years of experience at Charles White and many of them have also completed The Property Institute’s Property Factoring Professional Diploma. We are committed to ongoing tailored training and support, so each member of the team can carry out their role to the highest standard.
What services are included?
Not all property management companies offer the same level of services for their fee. You want to avoid hidden costs and make sure you’re comparing like for like. You should ask:
When providing quotes as part of your tender, what are your costs based on?
What’s included in the management fee?
Do you mark up the fees charged by contractors?
Are there extra charges for things like repairs and inspections?
When preparing our tender documents, we use actual costs obtained from contractors, not estimates. This means homeowners know their costs won’t increase if we are selected as their new factor. Our management fee at Charles White Limited covers at least 7 site visits per year to inspect the condition of internal and external communal areas as well as an in-house out of hours phoneline.
We do not receive commission or remuneration from any of the contractors that we engage to work on the developments we manage. The price the homeowner pays is the same amount that has been charged by the contractor. We are independent from all contractors and if at any time homeowners are dissatisfied with the standard of work carried out, we will look to retender that contract.
Development budgets are agreed upfront with homeowners and our transparent online portal shows details of all decisions made and bills paid.
How do you handle repairs and maintenance?
It is frustrating when repairs are slow or expensive. You want a company that is open and transparent about their process and works with trusted contractors, we’d recommend you ask:
How quickly do you respond to issues?
Do you have your own contractors or outsource the work?
Do you mark up contractor costs?
At Charles White Limited, each development has its own Client Relationship Manager that homeowners can contact directly to report an issue. Alternatively, they can complete a form on our website. In an emergency, our Senior Client Relationship Managers staff an out of hours phoneline. We don’t outsource this service so homeowners are always dealing with someone with a good working knowledge of their development.
We have built up a strong network of trusted contractors and we carry out full background checks before they work for us. We don’t take commission on work our contractors complete so homeowners only pay for the work carried out.
How will you keep my personal data safe?
Protecting your personal information is essential when choosing a property management company. You should feel confident that any data you provide is handled securely and in line with industry standards. Consider asking:
What security measures do you have in place to protect homeowner data?
How do you ensure compliance with data protection regulations?
Do you have any recognised cybersecurity certifications?
Safeguarding our homeowner’s personal information is a top priority. We have a secure online portal and have recently achieved our Cyber Essentials certification, demonstrating our ongoing commitment to protecting customer data and maintaining robust security standards.
How do you stay in contact with homeowners?
Clear and regular communication is important so you know what’s happening with your property. We would suggest you ask:
Will I have a dedicated point of contact?
How often will I get updates?
Can I access reports and statements online?
Relationships are hugely important at Charles White Limited and we always look to work in partnership with our homeowners. Their priorities are ours too and our dedicated Client Relationship Managers are always happy to chat about any issues. Homeowners receive regular newsletters about their developments as well as ad hoc communication with maintenance updates. We have a secure online portal where homeowners can check the status of their account, pay bills and view all documentation about their property.
How are costs agreed and controlled?
As a homeowner, you want transparency on how your money is spent. Here are some important questions you should ask:
Do you get quotes before work is carried out?
How many quotes do you get?
Do homeowners get a say in how money is spent?
Are homeowners’ funds kept in a ring-fenced bank account which is separate from other developments you manage?
Do homeowners get the interest earned on their bank account?
At Charles White Limited, all costs are managed through a clear, structured process designed to give homeowners confidence and control. We collect competitive quotes before presenting them to homeowners to agree. Major expenditure is only carried out once they have been approved by owners. We provide detailed financial reporting through our secure online portal. This level of openness means homeowners can always see how decisions are made and where their money is spent. Each of our developments have their own bank account, we don’t hold the money centrally, and homeowners benefit from all the interest earned.
What happens if things go wrong?
Even with the best systems in place, things don’t always go to plan, what matters is how issues are handled. Consider asking:
How quickly do you respond and resolve problems?
How will you put things right if mistakes are made?
What is your complaints process?
If things go wrong with a development managed by Charles White Limited, our homeowners are in safe hands, we have a comprehensive complaints procedure. Our Client Relationship Managers acknowledge concerns within two working days and investigate thoroughly, aiming to provide a full response within 28 working days, keeping you informed throughout the process. If a matter needs further escalation, a neutral senior manager reviews the case as part of our two‑stage complaints procedure, ensuring fairness and transparency at every step. Homeowners frequently praise our team for fast response times, effective communication and helpful, proactive support, reinforcing our commitment to putting things right when challenges arise.
Switching property management company
Switching property management company is about improving how your building is run and making life easier for everyone who lives there. Take time to ask the right questions, involved other homeowners where needed and look for a company that’s clear, responsive and transparent.
If you would like to discuss how Charles White Limited can work with you, please get in touch.
About Charles White Limited
Based in Edinburgh and working across Scotland, Charles White Limited is one of Scotland’s oldest and most respected property management companies. We have been working in property across Scotland since 1840 and are a well-known, established name in residential property management. We offer an award-winning service built on experience, transparency and full compliance with Scottish regulations. From everyday tasks such as grounds maintenance to the full management of complex residential developments, we take a proactive, people-focused approach. We work hard to ensure our clients always feel informed through regular, clear communication and our commitment to transparent financial management.