For homeowners in Scotland, understanding the role and responsibilities of a property factor is essential. Under the Property Factors (Scotland) Act 2011, all registered property factors must comply with a detailed Code of Conduct designed to protect homeowners, improve transparency, and ensure high standards of property management.

With us, at Redpath Bruce, professional and transparent service sits at the heart of effective results for our residential property management portfolio across Scotland.

What Is the Property Factors Code of Conduct?

The Property Factors Code of Conduct was introduced to ensure that homeowners receive clear information about how their property is managed, how decisions are made, and how costs are handled. Every property factor operating in Scotland must follow the Code and be registered with the Scottish Government.

For homeowners, the Code provides reassurance that their property manager must operate fairly, communicate clearly, and maintain proper financial records and maintenance procedures.

Written Statement of Services

One of the most important requirements under the Code is the Written Statement of Services. This document outlines exactly what services the property factor provides, how they are authorised to act, and what homeowners can expect.

This includes:

• The factor’s authority to manage the property
• Details of core services and any additional services
• Repair and maintenance procedures
• Financial arrangements and management fees
• Complaint handling procedures
• Communication methods and response times

Property factors must issue this information promptly when a new owner moves in, when services change, or whenever requested by a homeowner.

Clear documentation helps homeowners understand their responsibilities, anticipated costs, and how decisions regarding communal property are managed.

Transparency Around Costs and Finances

Financial transparency is a major part of the Property Factors Code of Conduct.

Factors are required to clearly explain:

• Management fees and service charges
• Each owner’s share of repair costs
• Payment methods and billing schedules
• Debt recovery procedures
• Handling of reserve or float funds

Separate financial arrangements must also be maintained to protect homeowners’ funds. Annual account summaries and supporting invoices should be made available to owners, helping ensure accountability and trust.

It goes without saying that transparent communication and professional financial management are key elements of delivering reliable factoring services for us here at Redpath Bruce.

Repairs, Maintenance and Contractor Management

Property factors are responsible for coordinating communal repairs and maintenance efficiently and safely. The Code requires factors to have clear systems for reporting repairs, including emergency contact procedures where applicable.

Homeowners should also be kept informed about:

• Repair progress and expected timescales
• How contractors are selected
• Any contractor commissions or conflicts of interest
• Follow-up procedures for defective work

Importantly, contractors instructed by factors must carry appropriate public liability insurance, helping protect both homeowners and the property itself.

Complaints and Homeowner Rights

Every property factor must operate a written complaints procedure. Homeowners must be able to raise concerns without incurring additional charges, and factors are expected to investigate complaints thoroughly and fairly.

If a complaint cannot be resolved internally, homeowners have the right to escalate the issue to the Housing and Property Chamber.

The Code also protects homeowners from misleading, abusive, or aggressive behaviour during debt recovery or disputes.

Why Professional Property Management Matters

Effective property factoring is about more than organising repairs or collecting payments. It requires compliance, communication, financial accountability, and a proactive approach to maintaining communal property standards.

Working with an experienced factor helps ensure developments are managed professionally, transparently, and in line with Scottish property legislation, giving homeowners confidence that their property and shared spaces are being properly cared for. If you have any queries or are currently seeking factoring or property management services, don’t hesitate to contact us here at Redpath Bruce.