Hacking and Paterson Management Services Avis 

We've had the misfortune of having Hacking and Paterson handle our factors for over four years.

Whenever you call, no one can help as everyone important is unavailable. Promises are always made to call you back...which they don't. I'm still waiting for a complaint form weeks later, which they are reluctant to send.

I'm not sure how factor companies are allowed to operate like this. The only thing they seem to be effective at is managing their monthly direct debit.

I was not a fan of H&P until we were luck enough to be placed under the property management of Caelen. Prior to this, our property had fallen into a bad state of disrepair. When Caelen came along, he took the time to untangle the mess and submit a robust insurance application. Caelen's communication and interpersonal skills are exemplary - when the going gets tough with your property, he takes the time to listen. He is very responsive both on email and the telephone. Our interactions are very positive and solutions focussed - he values your opinion and treats you fairly and respectfully. I feel confident that our property is in safe and trustworthy hands under Caelen's management. Thank you Caelen!

Not a very organised company it seems. Send final notices when payments are made. Prior to moving in were quick to ask for money but wouldn’t give information about ongoing payments as “we weren’t their clients yet”. They can’t articulately answer the question why they sent an invoice to me for money and clearly processing my information if I wasn’t a client. I’ll not name the property manager; though she’s clearly a jobs worth. “Factoring properties as if they were our own”; corporate nonsense at its best. I’ll be keeping a measure of them and reporting to the regulator as necessary if this carries on.

Missing roof tiles on block of flats reported in May, despite repeated promises tiles not replaced, December

Scandalous how they can charge for services they don’t provide. No humility about this company whatsoever. Take ages to reply to emails, but quick to threaten legal action of late with a payment.

I have only recently moved into a property that is managed by H&P factors so the system is all new to me. The importance of good communication appears to be a key issue and I have found our manager Caelen Kerr to be extremely helpful and easy to contact. I do have concerns that the H&P recommended contractors charge too much and there is not good oversight on any works carried out, however any issues or concerns raised have been addressed and dealt with in a professional and helpful manner by Caelen and his team. I am glad that he is the manager responsible for our building!

Absolute disgrace of a company. I have never had worse experience with a factor. They have no answers to why they charge what they do for work that is never carried out. If I ever look at buying a house that uses these cowboys as factors this will be the reason I do not buy the house. Told the float of my balance of £200 would be returned when we moved out, 3 months later still no float returned and now they have stated I owe them £183 for the closure of my account so they will be keeping the float. Total scam. Stay clear at all cost.

Jack was great to deal with and really helped

Hacking & Paterson - where you pay premium for premium neglect. If you're unlucky enough to have them as your property factor, here's what you'll get: a lift that's as reliable as a chocolate fireguard. They've left our lift out of order not once, but twice, for several months each time, showing a complete disregard for the residents.

And who are these residents? Disabled folks, pregnant women, and parents with young children who might as well take up mountain climbing because that's easier than navigating stairs with a buggy. But do they care? Hell no! They probably think it's a fun challenge for us.

Their customer service is a joke, or rather, a non-existent punchline. They're more likely to respond to your complaint if you send it via carrier pigeon.

It's clear Hacking & Paterson believe in equality - the equality of neglect for all, with special treatment for some. If you're not in their good books, good luck getting anything done without legal threats or media involvement.

In a desperate bid for attention, our entire block had to resort to contacting our local MP. It's a sad state of affairs when you must escalate to political figures just to get your property factor to acknowledge your existence. Our MP's involvement was the only thing that prompted any semblance of response or action from Hacking & Paterson, highlighting a systemic issue in their service delivery.

Across the board, from customer service to property maintenance, Hacking & Paterson exhibit a poor attitude and a lack of respect for their clients. Their service model appears to be built on neglect, hoping issues resolve themselves or residents give up. The offending staff in this instance are Alan and Patrick.

If you want a property factor that treats all tenants with the respect they deserve, avoid Hacking & Paterson like the plague. They're the epitome of hypocrisy, charging top dollar for bottom-tier service.

If I could give them half a star, or even less, I would gladly do so.

This last year has been a torrid time for our team manager, Caelen Kerr. We experienced a huge amount of water ingress in the flats and an insurance company who “dealt” with the claims in an unacceptably slow manner in spite of being chased by H&P constantly.
Caelen and his team came under attack especially at our last AGM, but he never wavered in the polite, reassuring manner with which he is known. He is a people’s person whose aim is to help others. The number of stars I have given is in appreciation of his service,

This company has no transparency or ethical standards towards its customers. The website states to make a “formal complaint” you have to contact them. When you do the email is ignored.
When you email a Company Director with the complaint, taking time to evidence the complaints and compile a detailed letter, what happens nothing you get ignored and have to chase up the letter of complaint.
Be wary of staff members being unprofessional and leaking information to contractors . This then leads to contractors knowing who has complained about them and making veiled threats to residents.
A very unprofessional company who should really be struck off the the property factor register.
Invoices are constantly incorrect or changed from quotations provided. Standard of contractors very poor and they have a cheek to charge a Management Fee for this awful service.
Avoid at all costs.

Fantastic, efficient and prompt response to my issue.

Useless and incompetent. Don't waste your money.

Would actually like to leave a zero rate
This company are awful
Beware if they take a float to be banked…you’ll not get it back when you move house

Totally criminal organisation They rob innocent people of money to manage property then do nothing to support them Everyone in our Area wants rid of them fast as they have landed lots of people with fines because they don't want to stand up with issues we are having,They also share data with 3rd parties to contact you which is also illegal.
There scum full stop

Be warned any homeowners selling your property and expecting your refundable float returned to you.

They keep it!! You won’t get it back & they will even charge you VAT just to change a name.

5. We currently hold a float of £150.00 in respect of the outgoing homeowner. As required by section 3.2 of
the Code of Conduct for Property Factors, these funds will be refunded upon settlement of the outgoing homeowners’ final account.

11. Our fee for the sale administration of the outgoing homeowners Common Charges account is £150.00 plus VAT. charged to your client through their final account. We trust this is acceptable to you, acting on behalf
of your client.

Terrible experience. Extortionate fees. Total failure to conduct emergency repairs leading to extensive damage in our flats. Despite numerous complaints, they never take responsibility or treat people fairly. Definitely not customer focused. Continually conduct expensive works without authorisation.

This company is the worst factor in Scotland! They charge extortionate additional fees without consent (which is against the Factor’s Code of Conduct) - £240 for producing a final bill and their fees have now been deemed illegal by the Competition and Markets Authority (CMA) in a ruling published on the CMA website in February 2024. They ignore their complaints process, bully and intimidate customers and threaten them with tribunals that they then don’t bother to attend or submit any evidence for! They are also currently under investigation for breaking financial, consumer and company laws (PS - they cancelled their FCA registration in April 2022 and the FCA told me their customers money is not protected!) and their Directors have committed numerous criminal offences by deliberately providing false information to the Housing and Property Chamber First Tier Tribunals - Hacking & Paterson have been blocking customer’s emails if they complain about them and then they lied to the tribunal by falsely claiming it was a “third party software error” without providing evidence from their third party software company! Hacking & Paterson have also been posting (or paying someone else to post) fake 5* reviews on here and other rating websites to try and counter all the genuine 1* reviews - TrustPilot have informed me they are currently monitoring them and will take action against them if they keep posting fake reviews! Thankfully the Scottish Government Property Factor Register team have confirmed they are currently reviewing my lengthy evidence of their many breaches of the Code of Conduct - the penalty for which is removal from the Property Factors Register. It won’t be too long before this rogue factor is put out of business and the Directors prosecuted for their law breaking - that is the law. If you are a customer of this company - LEAVE NOW and don’t pay any of their illegal termination fees! And yes, I ticked the box to send a copy of this review to Hacking and Paterson - since they blocked my emails (breaching a recent tribunal ruling!) I want to give them an update on my complaints - the Housing and Property Chamber can’t protect you any longer! 👍🏻

So bad. I emailed them and got the worse unhelpful response ever after taking two weeks to come back to me. They don’t do anything for us at all. Just half a job and half the effort.

Easily the worst management company I have ever been forced to use
They don't know the meaning of customer service, or courtesy.
They never respond to communication and yet their fees are ridiculously expensive.
I will never again by any property where they are the agents.
The very fact they don't care about these reviews says it all