Factoring Services

1. What is Factoring?

Factoring is the management of common areas and shared repairs in buildings or schemes with multiple owners and/or sharing owners. Castlehill acts as the property factor for these developments, organising maintenance, certain repairs, gardening and gas services where applicable. Where you own your home outright, you have the option to opt out of factoring services. Full details can be found in the terms of your title deeds.

2. Our Responsibilities

All responsibilities listed below are subject to the terms of your individual title deeds/written statement of service and may not apply to all developments.

· Ensuring properties are wind and watertight

· Carry out gas boiler services

· Arrange repairs to common areas

· Carry out planned maintenance work as when required/requested

· Carry out grounds maintenance (where applicable)

· Provide billing and financial information

3. Your Responsibilities

· Pay your share of common costs

· Maintain your own home to good condition

· Provide access when required for servicing and/or repairs

4. Fees and Charges

We charge a management fee for our factoring service. Other costs may include repairs, contributions to the scheme account for planned maintenance work, and insurance premiums. All costs are clearly itemised in your schedule each year. Your schedule can be found on your MyHome portal.

5. Repairs and Maintenance

We may provide the following repairs/ servicing within your home but only if your property is opted in to receiving factoring services. These works are restricted to gas servicing and repairs

to the heating system, plus bathroom and kitchen fan repairs. These are the only works we carry out within your home. Details of the services and who is responsible for them are outlined in your title deeds.

Repairs can be reported via the MyHome portal, or by calling 01224 625822. Emergency repairs are prioritised and responded to promptly. Non-emergency repairs are scheduled based on urgency.

6. Insurance

Every resident, whether sharing owner, or 100% owner pays a share of buildings insurance for your development. Details of cover and claims procedures are available on your MyHome portal, or can be posted to you on request.

7. Complaints Procedure

If you are unhappy with our service, you can follow our complaints procedure. Full details of how to make a complaint can be found in the Written Statement of Services.

Factored/ Sharing Owners, please note our Written Statement of Services for detailed information on the factoring services we provide as your factor and how we deliver them. How Factoring works with these properties is available here.