Frequently Asked Questions

1. Why am I charged a Management Fee?

We aim only to cover our costs in providing the factoring service to you. The Fee is reviewed annually to ensure that it reflects the cost of staff time and overheads incurred in delivering the service, including; arranging repairs, paying contractors, processing insurance claims, issuing factoring invoices, processing payments and pursuing factoring arrears.

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2. Why am I charged an Administration Fee?

We aim only to cover our costs in providing the factoring service to you. The Administration Fee is required to cover the costs of us arranging repairs, paying contractors, issuing factoring invoices, processing payments and pursuing factoring arrears. You will only be charged an Administration Fee if common repairs or maintenance have been carried out in the period. The Administration Fee is reviewed regularly and currently represents 15% of your invoice total and is subject to a minimum charge of £3 and a maximum charge of £35.

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3. How do I report a repair?

Owners and sharing owners are responsible for repairs and maintenance within their own property, however repairs to common areas (e.g. close, backcourts, roof, external walls and common services) should be reported to the office during business hours. Emergency common repairs (e.g. fire, flood, storm damage) required out-with business hours should be reported through our emergency service on 08456 123 160. This service is costly and if used out-with an emergency situation will be more expensive for you.

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4. How do I make an insurance claim?

If you need to make a claim under the Buildings Insurance Policy you must provide us with full details of the incident in writing including the date occurred, the cause and the extent of the damage. You should also include a contact telephone number. Where a claim is being made as a result of vandalism or malicious damage, the Police should be called and a crime reference number obtained. We will arrange for 2 contractors to assess the damage and quotations will be forwarded to the insurance company for authority to progress with the repair.

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5. How do I query my factors invoice?

The person you should contact will depend on the nature of your query.  If your query relates to:

• Repairs, gutter cleaning or landscaping - please contact the Maintenance Section

• Communal window cleaning - please contact the Housing Assistant for your area

• All other queries - please contact the Finance Section

If you are unhappy with the quality of a repair carried out by one of our approved contractors please let us know immediately so that we can take your complaint up with them right away. Often owners and sharing owners do not record their dissatisfaction until they receive their invoice, by which time it may be too late to successfully or fairly challenge this.

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6. I have lost my Allpay Payment Card. How can I get a replacement?

Please contact the Finance Department on 0141 941 1044 or by email.

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7. I am finding it difficult to meet the cost of my factors account. What can I do?

If you are experiencing difficulties in paying your factors account, you should contact Fiona White, our Finance Officer, on 0141 941 1044 or by email who will be happy to arrange an affordable payment plan so that your account can be cleared within a reasonable period. It is very important that you do not allow arrears to build up, so contact us as early as possible if you are having problems. You should not ignore reminder letters as this could result in the Association taking further action (i.e. raising an action against you in the Small Claims Court), which can increase the debt owing and adversely affect your credit rating.

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8. Do I need to notify the Association of my intention to sub-let my property?

Sharing owners must apply to the Housing Management Section for permission to sub-let. Click here to view our policy on sub-letting. All other owners should inform the Association if they sub-let their property and provide their correspondence address so that factoring invoices can be issued to them directly. It would also be useful to provide a contact telephone number in case of emergencies. You will still be responsible for the payment of all factoring invoices if you sub-let your property.

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Photograph © G Mahoney