Customer Service Centre
0800 028 2755

Factoring

ACHA provides a property management service to private owners in blocks which are shared with ACHA.

Factoring

A comprehensive property management (factoring) services is provided to owners who pay ACHA an annual fee for co-ordinating and arranging work on behalf of property owners that share common parts of blocks.

The arrangement is put in place through a legal process, either where the majority of owners have voted to appoint ACHA as factors, or through title deeds. Factoring Agreements are put in place to formalise the relationship and detail the service provided.

Factoring covers common property, for example, roofs, walls, foundations, chimney stacks, gutters, downpipes, entrances and closes which all owners have a responsibility for. It does not cover parts that belong exclusively to owners e.g. their own flat doors, windows or any items inside the property.

The What is Factoring leaflet details the costs and charges of the formalised factoring service.

Factored owners give their own input on our service through an annual customer satisfaction survey - this feedback is essential to allow us to review our service and find out customers' views to identify and changes required. On 1st April 2019 a number of changes have taken place as a result of customers' feedback. For more information, see the Factored Owners Newsletter, again newsletters are issued each year to give updates or changes that take place.

Our Homeowners Guide has also been reviewed to ensure owners have a quick reference guide to information about factoring - how to report repairs, invoices and statements, notification and consultation levels as well as general information on work and feedback from satisfaction surveys.

Buildings (block) insurance is NOT covered by factoring and owners need to have their own buildings and contents insurance in place for the full reinstatement value of their property - this is a condition of title deeds.

If you are having difficulty in arranging work with your neighbours, and are interested in joining the factoring service, you should contact the Customer Service Centre on 0800 028 2755 and they will be able to direct you to your local office.

Legislation

ACHA is a registered Property Factor in terms of the Property Factors (Scotland) Act 2011 - Registration number PF000302.

This legislation covers the service provided to formally factored owners as well as a number of other actions carried out by ACHA - for example, common ground which ACHA maintains, and work to tenement properties which are shared with ACHA on the basis of the custom and practice we have carried out for anumber of years. This relates to work which affects our tenants and is required as an emergency to prevent material damage or destruction to the building - it includes work which is carried out to buildings to comply with health and safety aspects.

Written Statements of Service have been issued to affected owners which sets out the level of service provided and ensure our compliance with the Act.

If you plan to arrange you own work and want some impartial guidance and advice the following website should be useful. http://www.underoneroof.scot

The Property Factors Act and Code of Conduct are available by following the links below:-

Property Factors Act

Property Factors - Code of Conduct

Complaints

Any complaints relating to the provision of ACHA's services should, in the first instance, be made by contacting a member of staff who will be able to assist you with matter and provide information on the compliance process. Should you remain unhappy with the outcome of an internal investigation and you feel there has been:-

  1. A failure to comply with the Code of Conduct
  2. A failure to carry out duties

You can then refer matters to the Housing and Property Chamber as follows:-

Housing and Property Chamber

First-tier Tribunal for Scotland

Glasgow Tribunals Centre

20 York Street

Glasgow

G2 8GT

Tele: 0141 302 5900

Email: HPCAdmin@scotcourtstribunals.gov.uk

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