23 years of trusted property management
Image: exterior of a large residential development in Edinburgh.
Why we successfully won the re-tender of a large development in Edinburgh.
For 23 years, Charles White has provided trusted property management for a large residential development in Edinburgh, building long-term relationships with homeowners and a detailed understanding of the site. When the development recently went out to re-tender, the residents who voted, voted to retain Charles White as their property factor. We spoke to three homeowners and Sarah Wilson from Charles White to find out why continuity, local knowledge, transparent communication and proactive maintenance continue to matter when choosing a property management company in Edinburgh.
Edinburgh homeowner:
What has your experience of having the same property factor for such a long period been like?
I have liked the continuity as Charles White have always made us feel that they knew and understood the potential issues or actual issues should they arise. Also, because of the known contact (Sarah) we always felt she had the experience of what was required.
Over the years, have you seen improvements or changes that have had a positive impact on living at the development?
The efficient way any issues that arise were handled very efficiently and professionally. We had a very bad leak from the flat above and Sarah attended that evening after 11 pm. After that she coordinated the contractors and monitored the work. The grounds company who does the landscaping are excellent and the cleaning company are very helpful and professional.
How would you describe your relationship with Sarah and the Charles White team who manage your development?
A fantastic, excellent service from a great team!!!!
When the re‑tender process came round, what factors were most important to you in deciding who should manage the development?
Experience in being able to handle a development this size. I looked at the Google Reviews and the other 2 had poor results. Charles White were a head and shoulders above the other two.
What gave you confidence to support Charles White again?
A professional experience.
Edinburgh homeowner:
What has your experience of having the same property factor for such a long period been like?
It’s a benefit having had one person in the role for all that time. That Sarah Wilson has been that person is a bonus. She clearly has integrity and a personal values system that I regard. Sarah is liked by those who meet her. A straight arrow for sure. She is also committed to the development and knows it inside out.
When the re-tender process came round, what factors were most important to you in deciding who should manage the development?
Quite simply, trust.
Edinburgh homeowner:
We have been owner/occupiers of our flat in Edinburgh since 2002 and were instrumental in setting up the Owners’ Association the following year. When Charles White took over as factor, we noticed an immediate improvement in the management of the development. The main difference was the existence of a single point of contact, Sarah.
Our development has remained an attractive place to live, thanks to the attention paid to the state of the buildings themselves and the upkeep and growth of the communal gardens. The gardeners and cleaners appointed by Charles White have continued to do a good job. The other major change for the better has been the ownership of the parking bays being communally transferred to the property owners, and although this was done by the PVOA, Charles White’s support during the discussions was appreciated.
When the re-tendering process came round, one of the main concerns was that the potential new factors would experience a massive increase in their management portfolio and would have to recruit new staff to deal with this. Also, there was the unknown quality of the new cleaners and gardeners that would have to be appointed. The final presentations by the three competing companies confirmed in our minds that the decision should be to stay with Charles White as there presentation was the best.
Sarah Wilson, Director – Insurance and Compliance, Charles White:
You’ve been involved with this development since it was first built, how did Charles White become the managing agent 23 years ago?
Charles White were appointed by the developer Bryant Homes (now Taylor Wimpey).
What does managing a development long‑term allow you to understand that you might not pick up if you were new to a site?
Managing a development long-term means that we know the history behind decisions and issues, why certain repairs were done a particular way, what problems have recurred over time/since build, and which solutions have worked (or failed) previously. This context helps avoid repeating mistakes and supports better decision making for the owners, particularly on large projects. We also notice patterns and trends over time, such as recurring maintenance issues and seasonal problems, for example door swelling due to prevailing winds, which means we can be proactive in addressing. We understand the true condition of the building beyond what surveys or handovers show. Long‑term management builds an instinctive understanding of how the building behaves, ages, and responds to repairs. We understand owners’ expectations, sensitivities, and communication preferences, as well as which contractors and suppliers are reliable for that specific site. Practical operational nuances are known and acted upon e.g., access challenges, resident behaviours, informal arrangements, or historical constraints that may never be written down but materially affect how the site is managed.
Overall, long term management provides depth, continuity, and institutional memory, allowing issues to be handled more proactively and proportionately than someone who is new to the development.
How have relationships with homeowners changed and developed over time?
Overall, relationships have matured into professional and collaborative partnerships, where homeowners are better informed, more engaged, and clearer on both their responsibilities and the factor’s role. While challenges inevitably arise, the stronger foundations now in place support more constructive dialogue and better long-term outcomes for developments.
What do you think has been the key to maintaining homeowner confidence over such a long period?
Having clear and frequent communication has been key in building trust and accountability. Treating every homeowner with professionalism, showing empathy for their particular situation and getting to know the individual homeowner builds confidence in our ability to manage their development.
Can you give an example of how long‑term knowledge of the building has helped you make better decisions around maintenance planning?
Building upon the knowledge over a long period of time of the building has allowed us to move from reactive to planned maintenance. For instance, by understanding the historical issues with the building’s drainage system and knowing which sections are more prone to blockages during prolonged rainfall, we were able to schedule targeted inspections and cleaning ahead of the winter period. This reduces the risk of emergency call‑outs and avoided repeated reactive repairs to guttering and roofs.
When the development went out to tender, what aspects of our service do you believe mattered most to residents?
Long term knowledge of each block and its history of maintenance, knowing that they can call us 24/7 and speak to someone who has knowledge of the development (rather than a call centre), regular inspections of the development, homeowners valued an established factor with local presence, sector experience, and a track record of managing similar developments, which gave reassurance around continuity and governance. Overall, residents were looking for a factor who demonstratesreliability, openness, and a genuine commitment to protecting both their homes and their financial interests, rather than a purely transactional service.
Winning the re‑tender with a large majority is a strong endorsement – what did that result mean to you?
Winning the re‑tender with such a strong majority was hugely rewarding for me. It was a clear vote of confidence in both the way we work and the relationships we’ve built over time. For me, it reinforced that being consistent, transparent, and responsive really matters and it was a strong motivator to keep raising the bar going forward.
This re-tender result shows the value of working with a property factor that combines experience, accountability and genuine knowledge of a development over time. Charles White’s long-standing role at this development demonstrates how trusted, pro-active property management can help communities feel supported, knowing they are in safe hands.
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.