If you would like to report a common repair in a property which we factor, please call 0808 100 0403 or email email@example.com.
Alternatively, you can report a repair to us online by clicking the button below.
There are several ways to pay for your factoring service. Please use our reference from your factoring invoice to help us identify the payment.
- Direct debit from your bank or building society account
- Debit or credit card, either phoning us on 0131 554 0403, or online through allpay
- Bank transfer (Bank of Scotland, Account Number: 00756644, Sort Code: 80-02-38)
- Standing order
- Cheque payable to Harbour Homes Scotland Ltd
- Using your allpay card to pay by cash in local outlets which accept them (if you would like to order a new allpay card, please phone us on 0131 554 0403 or email firstname.lastname@example.org)
We’re busy updating this section, please check back soon! In the meantime, if you have a question about debt recovery, please contact us.
Where your Title Deeds require it, or where a majority vote was held, we will provide owners with Buildings Insurance through a common policy taken out in our name.
We’ll let you know the value of your premium and cover each year, and will send you a Summary of Cover document. We’ll also raise any claims relating to communal areas, but please be aware that you are responsible for raising claims for any issues within your own home.
The Written Statement of Services outlines the terms and conditions of the services we provide in our role as your factor.
If you are dissatisfied with the factoring service provided, please contact us to let us know. Complaints can be made by phone, in person, in writing, via e-mail or via our website. As per the Property Factors Code of Conduct – we do require that you follow up a complaint you have made over the phone or in person; in writing.
Upon receipt of your complaint, it will be logged as a Stage 1 Complaint. Stage 1 Complaints are investigated and responded to within five working days. We will notify you when we respond that should you remain dissatisfied, you can escalate the complaint to Stage 2. We have 20 working days to investigate and respond to a Stage 2 Complaint. We will write out to notify you in our final response that you have now exhausted our Complaints Procedure. We will retain all correspondence relating to a homeowner’s complaint for a period of at least three years from the date of the receipt of the first complaint.
If after exhausting our complaint process you wish to escalate the matter further, you can ask the First-tier Tribunal for Scotland (Housing and Property Chamber) to investigate your complaint if you feel that we have breached the Code of Conduct for Property Factors.
Further information on the Code of Conduct and First Tier Tribunal can be found online at www.housingandpropertychamber.scot. Alternatively, you can contact them at the details below: Housing and Property Chamber First-tier Tribunal for Scotland Glasgow Tribunals Centre 20 York Street Glasgow G2 8GT Telephone: 0141 302 5900 Fax 0141 302 5901 Email: HPCAdmin@scotcourtstribunals.gov.uk – for completed applications only.
Contractors employed by Harbour Homes Scotland Ltd are required to abide by their contractual terms and legal duties (eg Health & Safety). All complaints raised by owners including those against external contractors employed by Harbour Homes Scotland Ltd will be dealt with using the above framework for complaints.