North Ayrshire Council acts as a Property Factor where the council owns 1, or more, property in a common block.
The council is required to:
Our Statement of Services was finalised following consultation with home owners and other stakeholders. Feedback on the statement is included in our consultation report (PDF, 182kb).
To provide feedback or comments on the service, please contact us and we will be happy to review your suggestions.
For more information please see our Frequently Asked Questions (PDF, 26kb).
Properties factored by North Ayrshire Council
Our factoring service affects anyone owning a property sharing common parts with 1 or more council owned properties.
You should have received a letter and a copy of our Statement of Services to confirm that the council operates as your property factor. If you would like confirmation, we will be happy to provide assistance.
If your property is factored by North Ayrshire Council, report a common repair by calling our 24 hour contact centre on: 01294 310000.
Where repairs have been instructed, we aim to complete these as follows:
- emergency repairs - within 4 hours
- non-emergency repairs - within average of 7 working days
- routine repairs - within 60 working days
Pay an invoice
When common work is completed, we will issue you with an invoice. You will need your invoice or customer number to make a payment.
Pay factor invoice
Pay with a debit or credit card, by calling: 01294 310000, Monday to Friday from 9am until 4.45pm.
Advice and assistance with payments
Information regarding payment arrangements can be found on the back of your bill. If you can't afford to pay your invoice, please call our Debt Recovery Service on: 01294 310110
If you are not satisfied with the service that you receive, please contact us.
We will try to resolve your complaint within 5 working days. If you are not satisfied with our response, you can ask us to consider your complaint again. Your second request will be acknowledged within 3 working days. A decision will be provided within 20 working days, unless there is a good reason for needing more time.
The council's full complaints handling procedure can be viewed on our make a complaint page.
Housing & Property Chambers First-tier Tribunal
If you consider the council has failed to carry out its duties as property factor, or has failed to comply with the Code of Conduct, you are entitled to make an application to the Housing & Property Chambers.
In order to do this the following circumstances must apply:
- you must have notified the council in writing of the reasons why you consider that the council has failed to carry out its property factoring duties, or failed to comply with the Code of Conduct.
- the council's complaints process has been exhausted and you believe that the council has refused to resolve your complaint or has unreasonably delayed attempting to resolve your complaint.
Contact Housing & Property Chambers First-tier Tribunal:
First-tier Tribunal for Scotland Housing and Property Chamber 4th Floor 1 Atlantic Quay 45 Robertson Street Glasgow G2 8JB
Scottish Housing Regulator Consultation
If you currently use either North Ayrshire Council’s Factoring Services or any other private property Factor, please consider contacting us to take part in a survey (PDF, 247kb).
This survey has been commissioned by the Scottish Housing Regulator and will allow you to provide confidential feedback on your experience of property factoring.