Dealing with Customer Enquiries
Our dedicated factoring team are on hand to deal with our customers’ enquiries relating to matters arising from the day-to-day factoring of common property.
Our teams can assist with the following:
- Arranging and administering maintenance of common property by appointing contractors and service suppliers.
- Arranging and administering maintenance, where appropriate, of landscaped areas, play parks, woodland areas and so on by appointing contractors and service suppliers.
- Entering into contracts with contractors and service suppliers.
- Investigating complaints of inadequate work or service from contractors and service suppliers and pursuing them to remedy these.
- Checking contractors’ and service suppliers’ invoices when rendered and apportioning the cost due by each homeowner.
- Exercising financial controls including payment of contractors’ and service suppliers’ invoices (subject to the availability of homeowner funds).
- Issuing common charges accounts to homeowners at regular intervals for common works and services, property management fees and, if appropriate, insurance premiums.
- Dealing with homeowners’ communications and enquiries.
- Intimating insurance claims relating to common property, where appropriate, under insurance policies placed by MPS.
- Providing advice and assistance concerning the formation of a Residents’ Association.
- Handling correspondence, enquiries and reports from professional representatives and others relating to matters arising from the day-to-day factoring of common property.
- Meeting homeowners, contractors, service suppliers, insurance brokers, local authorities and other third parties as appropriate.
- Attending the property periodically (these visits can be arranged to suit homeowners).
- Advising on maintenance and repair, redecoration and improvements where it may be considered necessary.
- Attending periodic and annual general meetings of homeowners and tendering advice and guidance on property factoring issues.
- Providing contractors’ emergency out of hours contact information.
- Collecting and administering homeowners’ advance funds and sinking/reserve funds where appropriate.
- Placing insurance cover through Milnbank Property Service’s (MPS) broker, where appropriate, for buildings, property owners’ liability, lifts, employers’ liability and so on.
- Enforcing debt recovery procedures for unpaid factoring accounts, including instruction of legal action
Our team is regularly asked to provide assistance with matters arising of a private nature, including neighbour disputes and issues of an anti-social nature.
Our experienced staff are able to assist our customers by directing them to the appropriate body or party in a position to assist them with these issues. However, we are unable to take action over such private matters which fall outwith our Factoring Services.
To ensure our customers receive the highest level of customer service, we will try and deal with all telephone calls made to our office immediately, however where this is not possible, we endeavour to return telephone calls by the end of the next working day. Calls may be monitored for education and training purposes.
Should our customers write to us, we endeavour to respond to all enquiries received in writing (including electronically) within 7 working days of receipt. However, if more time is required to respond, our customers will be notified within this period.
