Hacking and Paterson Management Services Reviews 

Grange Estate - Dangerous Tree - Identified as Tree 257 - H&P Team manager applied for the necessary permissions to fell a dangerous tree citing safety on their relevant application form, which was of course swiftly approved by our local government planning department. Then, for some bizarre reason, same team manager decides it’s a good idea to offer all co-residents of the estate, the opportunity to vote on this “safety matter” rather than exercising his delegated powers of authority to simply just remove the tree on the grounds of safety & bill all co-residents accordingly (all boxes ticked & quotes to remove “dangerous tree” well within financial constraints as outlined within their terms of business), very bizarre. Of course, months later, said dangerous tree is still “hanging around” presenting same danger ! H&P have displayed nothing but utter incompetence in the way they chose to manage this “safety matter”, it’s very clear their internal processes & procedures are either, not robust enough to differentiate between general matters & safety matters. Or, simply, they have just not been followed. Haaa, & don’t get me started on their Formal Complaint Resolution Process ! The World Wide Web just ain’t big enough to handle that amount of data from one very dissatisfied customer.. So it’s off to the The Housing & Property Chambers First Tier Tribunal for Scotland I go - Don’t actually know what I’m paying H&P for if I’m being honest..

I reported the door issue to the manager, she reply my email and arrange the guy come to fix it in a few day. She take a quick response and follow up.

Excellent assistance from Callum. Helpful, polite and diligent in dealing with the problem presented .

Great service from Hacking and Paterson. After the storm trees were down and some were in a dangerous state and very close to the roof of our house. Phoned the office on Monday and by Wednesday afternoon the whole garden had been cleared and the trees had been taken care of. Absolutely delighted with the quick and efficient service. Thanks to Aidan and his team.

Caelen Kerr Team manager
Caelen Kerr Team manager who is based at Newton Terrace Glasgow looks after the development I live in.
I greatly appreciate the support he provides when required.
He is very easy to communicate with regarding any issues that arise.
Any problems or concerns are dealt with quickly and efficiently.
I never hesitate to call or email Caelen for his advice / assistance.
In times of need it is reassuring to know that his professional response is available.

We have had H&P as our management team for many years. They are very professional in their manor, Mr C Kerr is our manager, he strives to provide a seamless service, he communicates and works well with our committee, he is a highly professional and motivated member of team. Overall, H&P are good factors to work with, we have obviously had ups & downs over the years, however they quickly rectify any issues in a timely manor. I would highly recommend them and the service they offer.

I would score them with a minus. Brief explanation of the how my account is handled. Quote for garden maintenance they failed to give contractor correct plan of the development. Failed to apply the correct charges to owners. Refunds will not be applied until Feb 25 contract started April 24. Owner had to inform them of their error. Gutter cleaning quote was rejected by owners yet contractor turned up to do the job.Owners had to stop them. Owners were told to increase direct debit because of their mistakes gardening fee wrong. H&P then tell us they are increasing their management fee. Paying more for a poor service why?

We have complained on numerous occasions regarding trees that need to be removed. They constantly let us down, they send out the company no notice to us therefore not all cars can be removed also the instructions they have is to trim the trees, these trees are causing problems to cars, the pavements and the roots are not far from the houses. I have made another complaint this morning. They are an unbelievable unprofessional company who do nothing other than ask you to pay bills for shoddy work.

Update. After waiting 10 days or so no one responded to my complaint in Hacking and Paterson not even from the Trustpilot comments. I received an email from another person sending me info that the company would be out on 4th Feb don't know what for no mention at all of the complaints they could not care about their clients only interested in collecting payments. Absolute disgrace.

Absolutely unforgiveable unprofessionalism. Call to explain a dispute regarding title deeds - they claim to "know of 2 basement flats" in a property they manage, that has 4 basement flats. I've been here 11 years. And they've been 4 flats at least a couple of decades. "Don't you think, for insurance reasons, that's something you should know about? As factors of the building it's your legal responsibility? Aren't you going to update that" "No, we don't care", hang up.

I can't say if that represents the entire company - if it is, you're a criminally negligent company. If this doesn't represent you, and a manager or person with intelligence reads this review, and thinks, unlike this absolutely brainless person on the phone, that being totally unaware of the layout of a building you manage is unacceptable, i'll be happy to amend this review if I speak to someone competent, or even with a basic sense of responsibility and morality.

If this review isn't amended, avoid this company like the absolute PLAGUE.

I've read many other reviews of this company, both on here and several other forums and the pattern is clear. This is a disreputable, incompetent company which has no consideration of its clients. It simply aims to gather as much revenue as possible whilst behaving in an aggressive and unacceptable manner using scare tactics to try to bully and intimidate.

Their procedures are bureaucratic, ineffective and are designed to fail (in their favour, not yours).

A full 7 months after having sold our property, they contacted me to state there was an amount due. The email telling me this, containined no information as to the reasons for the charge, no apology for the delay, did not even include an amount and, worse, threatened legal action in the event of non-payment, For what? How much? Exactly what was I supposed to make of this? A number of calls and emails ensued, none of which moved the issue forward and, in fact, made it worse. Only after writing to Senior Management did I get anything approaching a sensible answer and, finally, resolution (Thank you Daniel Kingham).

Prior to this incident, my view of H&P (having been clients for almost 10 years) was of a company which was, at best, incompetent (if I'm being generous.) and at worst, unscrupulous. The reason being that, on a previous occasion, H&P had written to the residents demanding £600 for a 'tree survey... as the trees might be unhealthy/a risk to the public'. Even the most cursory of checks of the property site-plan, shows that the trees in question are OUTSIDE the development. As if that weren't bad enough, only a few years prior to this, H&P attempted the same 'tactic' to obtain money from the residents. The same trees, the same reason etc. At that time, H&P were told very clearly by the residents and the Local Authority that the trees were NOT on the development.

Incompetence, laziness or 'crooked'? You must decide for yourself.

My closing comment is.....this company's reputation is justifiably in the gutter. If you have H&P as your Factor, contact all your neighbours and fellow-residents, get rid of this cowboy-outfit, and find a new Factor or take control yourselves!

Absolutely shocking company, a disgrace of a business who are utterly incompetent at doing any job but taking our money. I am in credit in the hundreds, but for some ridiculous reason unable to be given back my money.

100% the worst company in the world.

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.