Hacking and Paterson Management Services Avis 

Absolute shambles of a company, add random charges to invoices as and when they please and then when you try to discuss it there is no reply from anyone. I have lived at my new place for a year and a half and every single time an invoice comes in there’s issues with it. They are trying to charge me and my 3 neighbours with the full cost of repairs and not just the excess that our insurance stated! Now when we have refused to pay this they are adding on multiple late payment charges with no warning or discussion regarding these! Absolutely sick to my stomach with the customer service and the company as a whole. Feel so stuck as we cannot leave this company as we are 1/22!!!!

Zero rate-The management has been extremely disappointing. There is a persistent lack of communication, and customer records are not kept up to date. Customer information also appears to be shared carelessly, including with individuals who are not homeowners, which reflects poorly on staff competence. Their behaviour suggests that financial gain is their main priority. Overall, this presents the management team in a very negative light. This is an ongoing issue despite numerous emails since last year November.

Like dealing with cowboys. Invoices never make sense. Never available to speak with. Make no sense and use the term, if you question us we'll terminate call. Invoice saying charges from Nov 2025 untill May 2026. Never provide accurate invoices, invoices never calculated correctly, make the invoices completely unclear and then threaten it's customers with legalise ( Shame as legalise isn't LAW ). Unsure who governs these crooks. They're all the same. Paying thousands a year for someone to hoover a stair case which most residents do themselves anyway. They make constant mistakes on their invoicing and then threaten residents with actions caused by H&P's failures. Just look at my last invoice as example and I'm 1 of 24 residents that think the same. We were with R&L but they were and are as bad as H&P . It's basically daylight robbery. Most issues within the development are managed by the residents because we can get it done far quicker, and far more cost affective than any factors. Customer service is generally diabolical. If you need examples then speak with any H&P customer and ask to see the paperwork that's always convoluted and contradictory.

An absolute cowboy company. Upping management fees another £3 per quarter without notification. Also adding a £3 per quarter papet charge even though I dont get paper format and havent since over a year ago.
Just change things when they want to!!!

Disappointing experience with Hacking & Paterson (Property Factor)

Our experience with Hacking & Paterson as property factor has been reactive rather than proactive, with repeated chasing required — including on safety concerns.
We were told the building was maintained to a “good standard,” yet later informed no formal inspections are undertaken.
It remains unclear what objective standards are used when assessing maintenance.
For a regulated Scottish property factor under the Property Factors (Scotland) Act 2011, transparency and accuracy are essential.
Confidence in the management of our property has unfortunately broken down.

This factor company is awful . Poorly cut grass and our hedge was almost never cut and we had to do ourselves numerous times . When you first start they take a £150 float on top of your payments which we were told would be returned after we move , once you sell your house on top of any outstanding charges you get charged what is essentially an admin fee . The fee is £150 . Absolute rip off . Avoid using these jokers at all costs .

Issues with a neighbour’s property causing damage to common areas. Raised to Mr Buchanan who spoke with difficult neighbour on our behalf and got it all sorted out with minimal damage. Not often get good service from HP but he really helped avoid a huge issue for me and my neighbours! Thanks!

Unfortunately it’s not possible to give 0 stars, otherwise I would have.

H+P think it’s acceptable practice to raise an invoice for £500+ to someone else, 10 months after moving out of my property, and then threaten legal action against me to try and leverage money (not owed) out of me as quickly as possible.

A truly horrendous organisation with absolutely zero decency. At least D. Turpin had the decency to wear a mask.

I will also be going to the papers to highlight the distress H+P have caused my heavily pregnant wife through their false claims and disgraceful behaviour.

Hacking and Patterson are responsible for the commercial property I own. The drainage system for the entire building, which includes two other commercial properties and six flats, was severely blocked. After speaking to Russell, the person handling the issue, I was truly impressed by the speed and efficiency with which the problem was resolved. Russell was highly professional and empathetic to our needs. He’s a valuable asset to the company.

Seems it is the accepted norm that H&P keep increasing the cost of their management services by just under 10% each year. No corrspondence received as to why this is, no extra services received. Reckon it is for their latest IT development to make everything easier for themselves.

Such a shame I can't award negative stars. Absolute crooks of the highest order - I lived in The Strada in Edinburgh which they managed, and despite paying them an absolute fortune they still managed to find ways to fleece us of more money regularly. Zero interest in getting reasonable quotes for any work, so we got the same old shoddy nonsense at high prices. It's been 3 years since I managed to get out of there, and STILL they are sending me stupid invoices for little things - even admitting it was mistakes they made but enforcing payment. I would not wish H&P on my worst enemies. I'm just sad that I don't have the finances to try and fight them in court (because they've rinsed me while I lived in one of their managed properties!)

If you see these jokers factoring a property you intend on buying - run a mile.

I recently contacted Hacking & Paterson, who are the factors for our estate in Prestonpans, about a problem with the street lighting in the estate's car parks. They replied that day to say that they would send out a contractor and the issue was resolved within a week.

For attention of Team Leader Hannah Rowlands.

Hannah, you have so far failed to respond to my Subject Access Request to obtain my original call recordings encapsulated in WAV files with AES 256bit encryption which Glasgow Sheriff Court case GLW-B615-21 granted me by way of a Court Order which ruled HPMS are to provide me with them. I get it, HPMS does not want me to be able to evidence beyond any doubt that HPMS edited my call recording of 14 June 2018 to avoid a £10k loss but have me pay the cost of HPMS incompetence. HPMS also don't want me to be in possession of my call recording of 12 December 2018 in which Alexandra O'Donnell told several lies then became aggressive and abusive when caught out. (Did Alexandra change her last name to Friel?)

'European Data Protection Board Guidelines 01/2022 on data subject rights – Right of access' paragraph 29 states, “If the data subject repeats a first request for access on the grounds that the answer received was not complete or that no reasons had been given for the refusal, this request is not to be regarded as a new request, since it is merely a reminder of a first unsatisfied request.” Director Gordon Buchanan's deception of my Court Order by certifying unfaithful partial reproductions encapsulated in MP3 files with the metadata destroyed does not fulfil my Court Order therefore this dispute will not disappear.

Do not stress with me going public about court proceedings to obtain my personal data. DPA 2018 Section 186 confirms Court restrictions do not prevent me from disclosing information when I am exercising my personal data rights. I have not yet received my full and complete call recordings as MP3 files or WAV files. In short, there is not a thing you can do to stop me publicly making Subject Access Requests or mentioning Director Gordon Buchanan's deception of Glasgow Sheriff Court to encourage compliance.

I am limited to communicating with HPMS, the data controller of my personal data, through Trustpilot. HPMS employed an unqualified third party to communicate with me by email regarding my subject access request who clearly did not realise he was writing total rubbish. I was told HPMS had decided to lift the restriction of processing placed on my original call recordings which I rejected. Only the data subject can lift the restriction of processing. If you want to know where that guidance comes from just ask in your trustpilot response to this communication.

Hannah, do you still think blocking my emails to prevent me from communicating with HPMS to exercise my personal data rights and make a Subject Access Request was clever? It is not the dumbest thing HPMS have done but it clearly evidences HPMS determination to block me from obtaining my personal data to resolve a dispute in my favour.

Original call recordings please.

When my mum had water damage in her flat I spoke to Alastair Buchanan who arranged a roof repair quickly and also sorted out the necessary details to let me sort her insurance claim. Thank you for your kindness and great help, credit where it’s due!

Matt from Hacking and Paterson Management Services was extremely helpful when a large tree fell in the communal garden of the property. Could not have wished for better service dealing with insurance etc.

I’d give zero stars if I could. Trying to charge me £250 for selling my property. Trying to said it’s an administration fee? For doing what? THEY HAVE DONE NOTHING. Absolutely DISGUSTING! The company is a complete disgrace. I will be fighting it all the way and asking for a breakdown of why they are trying to charge me £250 since they think it’s acceptable to send a bill just saying ‘admin fee’ I Will be asking for a full breakdown of what they are doing to justify £250? Anyone else had this problem with them? I’m ready to take it all the way and start a petition/go to the media.

This company is a disgrace. The "service" they provide us is shambolic, and yet they have very graciously awarded themselves a 97% increase in their "management" fees over a 5yr period - more than 3 times the rate of inflation - despite the fact I wouldn't trust them to manage to hold a door open!

Their emails are patronising, condescending and completely unhelpful. On many occassions they have provided blatantly false information like telling us a contractor had been to attend an issue on a specific date/time when they clearly hadn't, and doubling down when you call them out. They take word of their contractor over homeowners.

It has been brought to light that they do no validation with contractors invoices. In our case, 32 front lawns should have been cut, contractor claimed they cut 37 and that was passed to homeowners without ANY checks. This is fraud.

Furthermore, they have admitted that the appointed "gardeners" in our area are actually landscaper and then take ZERO responsibility when these contractors cause damage to areas.

They cannot grasp the difference between responsibility and accountability - mistakes are never, ever their fault despite the mountain of evidence to the contrary.

In communication with myself they have claimed "no other homeowner has raised issues" overlooking the fact I talk to many people in our estate and this is a clear lie. The exact opposite is true!!

They are so utterly shambolic that when I raised the prospect of removing them with our community, within 5 days I had a response from 95% of homeowners - every single one in favour.

So we will shortly be free of them and I am very much looking forward to them making a shambles of that too, and ultimately forcing me to drag them before a first tier tribunal at the Housing and Property Chamber where their blatant and repeated failures and breaches of the Property Factor Code of Conduct will have a compensation number put on it. A large compensation number.

Most unfortunately they are a company that I am convinced NO ONE would opt to deal with by choice, their incompetence forced upon many of us by developers who have likely received financial incentive from H&P to win contracts. But YOU CAN get out.... there will be a way. And despite what they claim, they are legally obliged to tell you exactly how to remove them.

For those that need a property factor, there are many, many, many better options out there than H&P.

Our experience with Hacking & Paterson has been nothing short of shocking. This is a company that seems to operate with complete disregard for its customers, the very people who pay them.

From the outset, we have had to chase them constantly just to get even the most basic work carried out. They do not take initiative, they do not follow through, and they certainly do not provide the service they promise. When communication does come, it is almost always in the form of condescending, dismissive emails, designed to belittle rather than assist.

On top of their appalling communication, we have been charged for work that was never discussed, never consulted on, and never approved. Bills appear out of nowhere with no transparency or accountability. When challenged, they always have an excuse — a new story each time, never an actual resolution.

Customer service is effectively non-existent. They do not answer questions directly, they do not take responsibility, and they do not care about the communities they are supposed to serve. The overall impression is of a company completely out of touch with its obligations, happy to collect money while doing as little as possible in return.

Their service has been so poor, so utterly unacceptable, that our estate is now actively pursuing options to terminate their contract. More than that, due to the repeated failures, the lack of consultation, and the questionable billing practices, we are exploring legal avenues to hold them to account. It should never have come to this, but their conduct leaves us with no choice.

Hacking & Paterson present themselves as a professional factoring company, but our experience tells a very different story: unreliable, unaccountable, unprofessional, and deeply disrespectful to their paying customers.

If you are considering using them, think very carefully. Our estate is in unanimous agreement — they are an absolute shambles of an organisation, who should quite frankly, wrap up and find something they are good at.

H and P charged me £250 when I sold my property."To reflect the additional administration involved in dealing with the sales process, including the apportionment of common charges between the seller and purchaser, we charge an additional administration fee to the selling party." Totally unacceptable in my opinion. I did not have the energy to dispute this.