Hacking and Paterson Management Services Reviews 

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

It’s very disappointing for me to have to leave another review regarding hacking & Paterson
They paid a contractor without checking with us “Glenmalloch place Elderslie “ that the job was repaired as per quote it was a car park repair and meant to be one area of tarmac they just came an filled the potholes up hacking & Paterson insisted we pay up front before the work was carried out they say they are trying to get a refund from the contractor ( job was over a year ago) potholes are back could anyone help with what recourse we have?
John Robinson

Caelen Kerr (Team Manager) at the Newton Terrace Office,Glasgow, manages my property.I highly value the service that he provides for me.He is very approachable,easy to talk to and helpful with any issues or problems that have arisen.It is very reassuring to know that he is available at the end of a phone or by email should I require his assistance or advice.Matters have always been dealt with very professionally and promptly

The bills for factoring my flat were truly outrageous. This industry is a racket! The charges for the most spurious services and prices that would make billionaires wince. I’d definitely check the factor before buying a property now after this experience.

Complete joke of a company

Do nothing but they continue to send bills, they ignore complaints and constantly lie about the work that's been done.

Against a background of generally responsive management to my queries and requests, I found a particularly rapid and complete outcome to my request for a new key fob that operates the barrier to the parking area. I made the request one day and on the next the H&P manager proposed a solution. At that stage I was away abroad but on my return I accepted the offer and the following day the fob was delivered to my door.

Where does Hacking & Paterson get the authority to hold votes with owners for communal works?
There is nothing in the Title Deeds regarding holding votes and nothing in the HPMS terms of delivery service to hold votes?? Lastly nothing in the Property Factors (Scotland) Act 2011 Code of Conduct for Property Factors to say owners voting is allowed?? So where does HPMS get the authority to hold votes to stop fence repair work when the deeds are clear the owners have a legal duty to maintain all communal fences???

These clowns magicked up some arbitrary £££ value for changing a name on a SQL database from my name to the new owner.

They subsequently conjured a ridiculous value they wanted for projected works between the date I informed them I was moving and the date I moved.

This value was at least 5x outside the normal charges for ongoing works while I had lived there.

Naturally, I asked for evidence of work, evidence of planned work and invoices. Naturally, they were unable to provide these- because they were a barefaced lie.

At first they were arguing back and forth with me. I won't be specific because I prefer anonymity in case of court.

It seems the company has now given up trying to extract any monies from me. At best they are clowns, at worst they are crooks (I suspect both). Unfortunately for them, I am a very motivated person and I have just moved to another very large development managed by Hacking and Paterson. It only takes one person to get the ball rolling about sacking a factor, and I will be that person.

I was a "customer" of Hacking and Paterson for the past 12 years, and after experiencing their services firsthand as well as several others, I can confidently state in my opinion that they are the worst property factors in Scotland, with their service quality declining significantly in recent years.
Their customer service is non-existent, and their property management approach verges on negligent. They make no effort to build any relationship with their paying customers or even perform basic tasks such as visiting the property.
The management of routine maintenance and servicing is poor, with customers not being consulted during renewals, leaving them without a say on the cost or quality of service provided. Additionally, their approach to insurance renewals is questionable and benefits them, an issue the government is thankfully beginning to address. Our building had to file a formal complaint when they used an inflated building valuation for our insurance cover, resulting in higher costs for us and more commission for them. Fortunately, our complaint was successful, and we received a refund. However, one has to wonder how many homeowners are unaware of such practices.
Our building recently terminated Hacking and Paterson as our factor after more than 40 years, and the difference with our new factor is like night and day. The new factor has visited the property more times in six months than H&P did in six years. They are cooperative, consultative, and proactively manage the building, doing everything that H&P failed to do. As expected, the termination process was made difficult, with residents having to chase down necessary information for the new factor and several residents needing to pursue their float refund beyond the three-month period stated in H&P's terms.
In my experience, our account manager at H&P was inept, and when dealing with their directors such as Gordon Buchanan and Daniel Kingham, it becomes clear why H&P is as poor as it is.
I genuinely would not buy another property where Hacking and Paterson are the incumbent factor. They are that bad.

This company is a disgrace taking peoples money and not providing landscapers when they should be maintaining the grounds of a New Estate