Ratings & Reviews

4.1★ weighted average calculated from 114 Google + 413 Trustpilot reviews

Recent Reviews

Google 5.0★
"I’ve been pleased with how responsive Charles White have been in managing our development — in particular, Maria has been exceptional as our client manager, always quick to respond and resolve a variety of issues over the years alongside introducing a budget for the development."
Miranda M 2025-10-30
Google 5.0★
"Since their takeover factoring the properties at Carrick Drive Dalgety Bay last year, Charles White have proved to be very efficient. Certainly in any dealings I've had with Maria, she has been very eager to help and respond to problems and the needs of residents. Easy to contact the company and..."
patrick carrigan 2025-09-29
Google 1.0★
"4 Hopetoun Street, been waiting for a replacement glass panel plus handle or whole door with a handle from underground car park into the lift area/staircase for over 6 months….they are still getting quotes.😠😠 Because of numerous Airbnb visitors the other door to the outside also has a broken..."
Mary Walker 2025-08-08
Trustpilot
4.3★ (413)
Reviews are collected from public listings and may not represent all customer experiences.

Written Statement of Services

We don't have Charles White's Written Statement of Services on file yet. Under the Property Factors (Scotland) Act 2011, every registered factor must provide a WSS to homeowners. It should cover:

  • Management fees — the annual or monthly charge and what it includes
  • Services provided — common area maintenance, insurance, building repairs
  • Emergency and complaints procedures — response times and how to escalate
  • Financial arrangements — how funds are held, invoicing, and reserve funds
  • Termination terms — notice periods and the process for changing factors

If you're a homeowner managed by Charles White, you should have received a copy of their WSS. If not, you can request one directly — they are legally required to provide it. Have a copy? Send it our way and we'll add the details to this profile.

The WSS is a legal requirement under the Property Factors (Scotland) Act 2011.

Property Coverage

Charles White manages approximately 9,304 properties across 8 areas of Scotland.

Area Properties Market share
Edinburgh 4,826 7%
Lothians 2,722 8%
Fife 859 5%
Stirling 399 <5%
Perth & Kinross 267 5%
Compare factors in Edinburgh →
Based on 9,304 registered properties. Source: Scottish Property Factor Register ↗.

Looking for a better-rated alternative?

This factor has a poor record based on tribunal complaints. We can connect you with up to 3 better-rated, registered factors in your area — free and no obligation.

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Tribunal Record

View cases →
Since 2021
30
Cases
82%
Upheld
(avg: 69%)
24.7
Rate/10k
(avg: 4.7)
14
PFEOs
Enforcement
£3,450
Paid
Compensation
Communication
Top Issue
25 cases
All Complaint Types
Communication (25) Maintenance (15) Financial (14) Other (11) Complaints Handling (9) Consultation (7) Debt Recovery (5) Insurance (3) Disclosure (2)

Complaint Pattern Analysis

Of 30 tribunal cases since 2021, 25 involved communication complaints and 15 involved maintenance issues. Of cases involving communication complaints, 76% resulted in a finding against the factor. Individual cases often involve multiple complaint types.

The tribunal has awarded compensation totalling £3,450 across these cases.

All complaint themes raised: Communication (25), Maintenance (15), Financial (14), Other (11), Complaints Handling (9), Consultation (7), Debt Recovery (5), Insurance (3), Disclosure (2).

Case summaries from official HPC decisions. Verify with official records ↗

Recent Decisions

Full history →
FTS/HPC/PF/24/1078 2025-12-19
PFEO Pending
The tribunal found that Charles White Ltd failed to carry out their duties to a reasonable standard and issued a PFEO requiring them to issue an apology and pay the applicant £150.
"The Tribunal order the Respondent to pay to the Applicant the sum of £150 for his time, effort, and inconvenience,"
Other
£150 compensation ⚠ PFEO issued
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FTS/HPC/LM/24/3764 2025-10-21
Breach - No Order
The tribunal determined the property factor failed to comply with Section 5.4 of the Code of Conduct, but declined to issue a Property Factor Enforcement Order.
"The First-tier Tribunal for Scotland (Housing and Property Chamber) (“the Tribunal”) determined that the Property Factor has failed to comply with the Section 14 duty in terms of the Act in respect of compliance with Section 5.4 of the Property Factor Code of Conduct 2021 (“the Code”) but decided not to make a Property Factor Enforcement Order."
Communication Financial Insurance Maintenance Complaints Handling
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PFEO Proposed
The tribunal found that Charles White Ltd breached the Code of Conduct and proposed a Property Factor Enforcement Order for inappropriate charges.
"We propose to make a property factor enforcement order (“PFEO”). The terms of the proposed PFEO are set out in the attached document."
Financial Debt Recovery Complaints Handling
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Thinking of switching from Charles White Limited? Read our step-by-step guide to changing property factors in Scotland.

Had problems with Charles White Limited? Read our step-by-step guide to making a formal complaint about your property factor.

Company Info

Companies House →
Status Active
Incorporated 2000-11-08
Company No. SC212674
Accounts Up to date
Directors 2
Avg. Tenure 24.1 yrs

FAQ

Has Charles White had any tribunal cases?
Yes, Charles White has had 30 tribunal cases since 2021, with 82% of complaints upheld.
How do I make a complaint about Charles White?
First, raise your complaint directly with Charles White using their formal complaints procedure (required by law to be in their Written Statement of Services). If unresolved after 8 weeks, you can apply to the Housing & Property Chamber. Visit housingandpropertychamber.scot to start an application. Our complaints guide explains the full process including template letters.
How do I switch away from Charles White?
To change property factors, you'll need a majority vote from property owners in your development (typically at an AGM or EGM). The new factor must be registered with the Scottish Property Factor Register. Our switching guide explains the full process step-by-step.