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North Ayrshire Property Factoring Service  

A Property Factor is an organisation appointed to manage the maintenance of property that is owned by more than one individual. They arrange repairs with a contractor and issue bills to each owner for their share of the cost.

North Ayrshire Council acts as a Property Factor where the council owns one, or more, property in a common block. 

A property factor must:

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. 

We provide a 24 hour, 7 days a week, service to report repairs required to the common parts of your property (eg. the roof or guttering).

We will consult with owners regarding major works, undertake routine repairs and bill all owners in accordance with their Title Deeds.

Common repairs

If your property is factored by North Ayrshire Council, report a common repair by calling our 24 hour contact centre on: 01294 310000.

Repair timescales

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

Charges 

Owners will be charged the appropriate share of costs for any common repairs undertaken. An administrative fee will also be applied, please see our Statement of Services for more information about this.

North Ayrshire Council has an obligation to pay the relevant proportion of communal repair costs associated with council owned properties.

Selling your flat

If you sell your property, your solicitor should notify the Property Factoring Team of the change as soon as you know who the new owner will be. We will then calculate any outstanding charges and send you, or your solicitor, a final account.

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.

Online

Pay factor invoice

By telephone

Pay with a debit or credit card, by calling: 01294 310000, Monday to Friday from 9am until 4.45pm. 

Advice and help with payments

Information about ways to pay 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 

Complaints

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. 

To do this the following 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.

email: HPCadmin@scotcourtstribunals.gov.uk

Contact Factoring

Email

factoring@north-ayrshire.gov.uk

Telephone

01294 324966