Hacking and Paterson Management Services Arvostelua 281

Factors are a left over 19th century anomaly still running in 2026 who should be removed to be replaced with professional management services. However one piece of advice when dealing with these shower always ask for an official complaints form and push the complaint when necessary which is most cases through to the First Tier housing tribunal for resolution. This approach certainly gets their attention as the last thing they want to do is to be repeatedly before the First Tear for resolutions.
First Tier Scotland decisions sub section
Property Factors Decisions
Decisions are listed by the latest hearing date. Hacking and Patterson are regularly found guilty of property offences.

Following the purchase of our house we were instructed that H&P would be the factor for our property.

Initially a float was paid and a DD was set up.

I did not have an issue with the company, they seemed to carry out the gardening work within the development and any issues were dealt with.
I do not know what caused such a shift in their management, but it became clear that there was a lack of oversight on the development as a whole.
Charges were regularly sent for work that was not required. Voting for work was pointless, if not enough residents voted the work would go ahead despite there being no votes listed. On one occasion they attempted to remove trees which were not part of the development, so it appears they will carry out work without checking whether it is something that would be covered under the factors remit. This in turn caused numerous charges to homeowners.
Upon questioning why there were separate ‘pods’ for different home builders, I was advised to check my title deeds. I did this and found no evidence that there should have been separate pods. So not only are residents paying a fee for the entire development, they are also paying for their ‘own bit’ over and above the common grounds, despite the pods still being common grounds.

Each time that a question is raised regarding management of the development, residents are simply
Told ‘ it’s in your title deeds’, more often than not it wasn’t and any subsequent enquiries were ignored.

Upon residents making the decision to change factors, the e-mails, which were borderline threatening, started to be sent by the company.
All questions regarding what was required were either ignored or met with the standard line of ‘check your title deeds’.

Upon finally confirming how we as residents could change factors, misinformation was continually sent by the company to scare/bully residents in to changing their minds and stance.

At a meeting with the company, they stated that if we managed to secure the required amount of votes that they would resign as our factors. Upon gaining this required amount, the company denied making this statement and again attempted to scare/bully residents by claiming that the residents would need to pay in excess of 40k if the vote was to remove them.

For a company to be treating their customers like this is truly abhorrent.
The underhanded tactics they are using is disgraceful and I would use extreme caution should you ever wish to appoint this company as factors.

I am a resident who has been a customer of good standing for over 13 years. I’m am appalled at the content of the e-mails which have been sent to residents, of which the contents are clearly written to scare.

Dishonest billing and management. My estate are currently trying to remove them as factors as we are fed up being ripped off and despite a majority vote they are using every dirty trick in the book to put up roadblocks.

Complete rip off for anything they do! Sold my property and got charged £300 for the pleasure as they only got a weeks notice! No care for customer only want to extract as much money as possible!! Charlatans and should be regulated

Completely ignored by our manager Lynsey, terrible service. Time for change

Dishonest billing. Prices constantly increase only to line their own pockets. This company exists because people haven;t yet risen up and demanded that factors be regulated like any other industry.

One small example - for leaving my flat I was charged £150. What service did they provide me for that cost? They changed my name to the new tenant's in their records. Daylight robbery

I've 35 years experience in the property sector in Glasgow and mist of the factors. These people absolutely steal your money.

H&P make you do everything through their portal and its SLOW and virtually UNUSABLE...

Terrible tech at its worst.

I wanted to specifically call out the service provided to me by Hannah Maskell. Whilst this review is a little late, I was admittedly irritated on the phone and Hannah handled it very well. My problem wasn’t Hannah’s fault of course and she was very empathetic to my situation and calmly explained to me for the better part of an hour the exact money trail of invoices to provide me with needed clarity. Not only did she maintain her polite tone of voice, and remain calm but she carefully went through the invoices page by page. Having worked in customer services myself I know that this was an above and beyond action and she should be commended and praised for taking the time to do this. She eliminated my concerns and despite my thinking of being in the right she explained everything without being patronising. I know it was a difficult call for her on my behalf so I hope this review can somewhat make up for it.

Absolute shambles of a company, add random charges to invoices as and when they please and then when you try to discuss it there is no reply from anyone. I have lived at my new place for a year and a half and every single time an invoice comes in there’s issues with it. They are trying to charge me and my 3 neighbours with the full cost of repairs and not just the excess that our insurance stated! Now when we have refused to pay this they are adding on multiple late payment charges with no warning or discussion regarding these! Absolutely sick to my stomach with the customer service and the company as a whole. Feel so stuck as we cannot leave this company as we are 1/22!!!!

Zero rate-The management has been extremely disappointing. There is a persistent lack of communication, and customer records are not kept up to date. Customer information also appears to be shared carelessly, including with individuals who are not homeowners, which reflects poorly on staff competence. Their behaviour suggests that financial gain is their main priority. Overall, this presents the management team in a very negative light. This is an ongoing issue despite numerous emails since last year November.

Like dealing with cowboys. Invoices never make sense. Never available to speak with. Make no sense and use the term, if you question us we'll terminate call. Invoice saying charges from Nov 2025 untill May 2026. Never provide accurate invoices, invoices never calculated correctly, make the invoices completely unclear and then threaten it's customers with legalise ( Shame as legalise isn't LAW ). Unsure who governs these crooks. They're all the same. Paying thousands a year for someone to hoover a stair case which most residents do themselves anyway. They make constant mistakes on their invoicing and then threaten residents with actions caused by H&P's failures. Just look at my last invoice as example and I'm 1 of 24 residents that think the same. We were with R&L but they were and are as bad as H&P . It's basically daylight robbery. Most issues within the development are managed by the residents because we can get it done far quicker, and far more cost affective than any factors. Customer service is generally diabolical. If you need examples then speak with any H&P customer and ask to see the paperwork that's always convoluted and contradictory.

An absolute cowboy company. Upping management fees another £3 per quarter without notification. Also adding a £3 per quarter papet charge even though I dont get paper format and havent since over a year ago.
Just change things when they want to!!!

Disappointing experience with Hacking & Paterson (Property Factor)

Our experience with Hacking & Paterson as property factor has been reactive rather than proactive, with repeated chasing required — including on safety concerns.
We were told the building was maintained to a “good standard,” yet later informed no formal inspections are undertaken.
It remains unclear what objective standards are used when assessing maintenance.
For a regulated Scottish property factor under the Property Factors (Scotland) Act 2011, transparency and accuracy are essential.
Confidence in the management of our property has unfortunately broken down.

This factor company is awful . Poorly cut grass and our hedge was almost never cut and we had to do ourselves numerous times . When you first start they take a £150 float on top of your payments which we were told would be returned after we move , once you sell your house on top of any outstanding charges you get charged what is essentially an admin fee . The fee is £150 . Absolute rip off . Avoid using these jokers at all costs .

Issues with a neighbour’s property causing damage to common areas. Raised to Mr Buchanan who spoke with difficult neighbour on our behalf and got it all sorted out with minimal damage. Not often get good service from HP but he really helped avoid a huge issue for me and my neighbours! Thanks!

Unfortunately it’s not possible to give 0 stars, otherwise I would have.

H+P think it’s acceptable practice to raise an invoice for £500+ to someone else, 10 months after moving out of my property, and then threaten legal action against me to try and leverage money (not owed) out of me as quickly as possible.

A truly horrendous organisation with absolutely zero decency. At least D. Turpin had the decency to wear a mask.

I will also be going to the papers to highlight the distress H+P have caused my heavily pregnant wife through their false claims and disgraceful behaviour.

Hacking and Patterson are responsible for the commercial property I own. The drainage system for the entire building, which includes two other commercial properties and six flats, was severely blocked. After speaking to Russell, the person handling the issue, I was truly impressed by the speed and efficiency with which the problem was resolved. Russell was highly professional and empathetic to our needs. He’s a valuable asset to the company.

Seems it is the accepted norm that H&P keep increasing the cost of their management services by just under 10% each year. No corrspondence received as to why this is, no extra services received. Reckon it is for their latest IT development to make everything easier for themselves.

Such a shame I can't award negative stars. Absolute crooks of the highest order - I lived in The Strada in Edinburgh which they managed, and despite paying them an absolute fortune they still managed to find ways to fleece us of more money regularly. Zero interest in getting reasonable quotes for any work, so we got the same old shoddy nonsense at high prices. It's been 3 years since I managed to get out of there, and STILL they are sending me stupid invoices for little things - even admitting it was mistakes they made but enforcing payment. I would not wish H&P on my worst enemies. I'm just sad that I don't have the finances to try and fight them in court (because they've rinsed me while I lived in one of their managed properties!)

If you see these jokers factoring a property you intend on buying - run a mile.