Handling complaints as a property factor

You must have a written complaints procedure and give it to homeowners.

Homeowners can make a complaint if you:

• fail to meet the code
• do not follow your written statement of services
• do not comply with their title deeds

If they are not satisfied with the outcome of their complaint, a homeowner can apply to the First-tier Tribunal for Scotland (Housing and Property Chamber).

Complaints at the tribunal

If a complaint goes to the tribunal, you will be able to respond.

If the tribunal agrees with the homeowner, it may issue a Property Factor Enforcement Order. This order will tell you what you must do to fix the issue.