Hacking and Paterson Management Services Reviews 228

Only get one star because you can’t give anything less.
Atrocious service.
Very good at sending bills out, not so good managing the development - although still trying to figure out how we end up with a factor when it wasn’t disclosed during the missives or purchase.
Very good at illegally padding their bills - just look how they charge their VAT so they can make an extra 30-40% off the hard working property owners

Date of experience: April 02, 2025

Very unprofessional “property managers” especially Andrew Grant, Bruce McKerrow and Lynsey Hutchieson. Misleading information given to homeowners on a number of times and as soon as this is challenged the “property manager” is moved and replaced with someone else. If you are with this factor, please ensure you never call them and always keep a paper trail.

Date of experience: April 19, 2025

I wish to commend a Hacking and Paterson employee, namely Jack Bisset, for his attentiveness to requests I have made recently regarding my apartment building. I have had occasion to report a few problems in the last few weeks and they have been dealt with most speedily and efficiently. I tend to phone, normally, and Jack has always been extremely polite and friendly. On one occasion I emailed him my enquiry and he responded by telephone to keep me updated

Date of experience: April 17, 2025

AVOID AT ALL COSTS!! They are money grabbing thief’s who can’t do their job properly. Only use 1 method of contact which is letters instead of contacting via email or phone as well. Then try and charge you DOUBLE for certain costs. Then go about telling your neighbours you’re behind in payments when everything is up to date. Very unprofessional and rude customer “help line”. They cannot take responsibility for their own incompetence and threaten with court action. I would strongly advise anyone who is thinking about hiring them to rethink.

Date of experience: April 10, 2025

Poor customer service, inefficient and incompetent management. Property Managers we dealt with act like high school boys, who lack relevant knowledge and skills. Team Manager Mr Kerr is a total disappointment, you could be asking them same questions 10 times and you never get a clear, straight answer. No matter what you say, suggest or ask for – H&P do what they like. They say they don’t provide advice as they are not qualified to do so; and that they follow their contractors’ recommendations, but this only causes people a financial loss, when services that aren’t needed get arranged and you need to pay for these. When you analyze all reviews on Trustpilot and Google – it becomes clear that there is a pattern in factors’ behaviour in relation to their approach to clients and how they interact with clients, and this continued for years. People often mention the following, e.g: poor communication, delay in responding to client emails or total lack of response, overpriced quotes, overcharged jobs, clients being threatened by factors, clients being blocked when requesting information or making contact to complain, complaints not being dealt with or not being resolved effectively. This business should be closed and some of these guys should be prosecuted in court.

This is a very interesting newspaper article:
RENT FREE Paedo Celtic Boys Club coach given rent-free home for life by former footie manager Neil Watt

Date of experience: April 01, 2025

There were bulk items left in the close and back garden in a communal area. I contacted the factors and a member of the team, Alice Grey, organised a bulk uplift, this happened quickly and efficiently.
I too often have to contact them as this type of dumping rubbish happens frequently. I am treated with respect and courtesy when dealing with such issues. Thanks again to my contact. With best wishes, Irene Audain MBE

Date of experience: March 31, 2025

Absolutely awful.
Zero customer care and seem to go out of their way to be unhelpful.

Date of experience: April 10, 2025

The estate being managed by Hacking & Paterson (H&P) is involved in remedial works following storm damage from January 2025. Hannah Rodgers (Property Manager) is the lead representative from H&P who is overseeing the works on behalf of property owners.

From the outset, Hannah has provided regular updates on the project and has effectively liased with contractors, third parties and owners. Hannah has made herself available to speak to,in respect of any questions and responds promptly to emails.

Hannah’s diligence, tenacity in chasing up contractors and communicating with owners has been first class.

Ms.Rodgers’ positive service delivery to clients, reflects well on herself and H&P.

Date of experience: April 09, 2025

I recently suffered an ingress of sewage and waste water to my ground floor flat from a blocked communal drain. I contacted Callum Hoggan at Hacking & Paterson who advised me of the way to proceed with this emergency. I had to initially cover the cost of an emergency plumber but this was quickly refunded to me by Callum and Ryan at Hacking & Paterson. Since Callum joined the Company I find, as Secretary to the Residents Group, that a lot more residents are commenting on the improvement to the services provided, telephone queries are being dealt with timeously and in an efficient and professional manner.

Date of experience: March 21, 2025

Unfortunately, services provided by this Factor aren’t up to standard, and we don’t get adequate level of customer support when issues need sorted. Main issues: overpriced quotes, overcharged jobs, issues with contractors – not being dealt with effectively by H&P, some jobs not being done despite charges paid in full, and despite Factors are aware of issues – they show no commitment to resolve these effectively.
Mr C Kerr Team Manager has been helpful on appointment, but in time he absorbed all the bad habits of other Managers; and now he doesn’t respond to emails, questions asked don’t get fully answered, and issues get left beyond not being effectively resolved. Also, I was informed by one of the Property Managers that they were instructed by the Senior level, to restrict communications that they receive from me. We also got a letter that they blocked our emails and numbers, so that we cannot contact them.

Date of experience: April 02, 2025

A pleasure to work with—always kind, prompt, and professional in resolving any issues

Date of experience: March 31, 2025

Callum Hoggan has recently taken over as our new property manager. I have now spoken to & sent various emails to Callum which have always been dealt with professionally & in a timely manner.
Great work Callum & the team. Keep it up.

Shirley Watson

Date of experience: March 03, 2025

A typical, and often difficult corporate Factor with local residents. Only made worse when considering they were never even appointed directly by any of the current residents of my own development themselves. Recently, the Factor reduced the services previously received, and introduced additional fees (in the form of a Float) a major alteration that was neither agreed upon, appropriately consulted on, or legally signed off on. Factor then hid behind a wall of corporate silence as the public have come to expect. As always, 'the individual' is forced to simply accept the will of large organizations with other ideas and deeper pockets.

Date of experience: March 25, 2025

Worst company in the world for keeping accurate records and transcripts it would appear. I sold a house and they were notified of my sale date, all fees were then paid up to that date. 4 months later they are threatening me with debt recovered for a property I no longer own for services I didn't receive. 3 weeks prior to the current threat, they actually sent me a refund as they over billed me for my final payment. A diabolical company who take no responsibility for their ineptitude.

Date of experience: March 20, 2025

Quick, courteous and helpful response.

Date of experience: March 06, 2025

Great at cutting down trees and notifying you of your share of the cost. Awful at organising anything else that doesn't automatically fall into their catalogue of grass and tree cutting services. They'll just avoid dealing with it, even if it's in a hazardous state.

Date of experience: March 11, 2025

Rebecca in the Edinburgh office has been very helpful and efficient with an issue I have had this week. Thanks Rebecca!

Date of experience: March 05, 2025

I recently move home and paid my final factors invoice twice by mistake, just one phone call solved the issue and a full refund was promptly paid. I found the personnel at Hacking Paterson very helpful and keen to resolve my issue

Date of experience: February 17, 2025

Grange Estate - Dangerous Tree - Identified as Tree 257 - H&P Team manager applied for the necessary permissions to fell a dangerous tree citing safety on their relevant application form, which was of course swiftly approved by our local government planning department. Then, for some bizarre reason, same team manager decides it’s a good idea to offer all co-residents of the estate, the opportunity to vote on this “safety matter” rather than exercising his delegated powers of authority to simply just remove the tree on the grounds of safety & bill all co-residents accordingly (all boxes ticked & quotes to remove “dangerous tree” well within financial constraints as outlined within their terms of business), very bizarre. Of course, months later, said dangerous tree is still “hanging around” presenting same danger ! H&P have displayed nothing but utter incompetence in the way they chose to manage this “safety matter”, it’s very clear their internal processes & procedures are either, not robust enough to differentiate between general matters & safety matters. Or, simply, they have just not been followed. Haaa, & don’t get me started on their Formal Complaint Resolution Process ! The World Wide Web just ain’t big enough to handle that amount of data from one very dissatisfied customer.. So it’s off to the The Housing & Property Chambers First Tier Tribunal for Scotland I go - Don’t actually know what I’m paying H&P for if I’m being honest..

Date of experience: February 06, 2025

I reported the door issue to the manager, she reply my email and arrange the guy come to fix it in a few day. She take a quick response and follow up.

Date of experience: January 17, 2025