About This Factor
✓ Verified June 2026
Charles White have claimed and verified this profile.
Information below was submitted directly by the factor, June 2026. It is not independently verified by Compare Factors.
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Team & Capacity
30
Total employees
Open
Currently taking clients
- Named manager per development
- Yes
Specialisms
Service Commitments
- Emergency response
- Within 24 hours
- Routine enquiry response
- 5 working days
- Complaint first response
- 2 working days
- Site visits
- Monthly
- Out-of-hours cover
- Mobile on-call
- Office hours
- Mon–Thu 9am–5pm, Fri 9am–4:30pm
- Online portal
- portal.charleswhite.co.uk ↗
- Mobile app
- Yes
- Tendering process
- Competitive tenders provided
- Billing frequency
- Annual
- Notice period
- 60 days
- Delegated authority
- £50 per item
- Reserve / sinking fund
- Yes
Fees (self-reported)
- Fee model
- Fixed fee, all-inclusive
- Indicative range
- £50–£300 per unit / year
- Major works fee
- Percentage of contract value
- Change of ownership fee
- £40–£90
- Insurance commission
- Taken — rate not disclosed in WSS
Ratings & Reviews
Written Statement of Services
- Emergency Response
- 24 hours
- Routine Response
- 7 working days
- Enquiry Response
- 5 working days
- Complaint Response
- 28 working days
- Notice Period
- 2 months
- Insurance Commission
- Takes commission (amount not published)
Document not available for download. The service information above was contributed by a community member who shared their copy of the terms. We are not able to publish the document itself. Contact Charles White directly to request their current Written Statement of Services.
Property Coverage
Charles White manages approximately 9,304 properties across 8 areas of Scotland.
Area
Properties
Market share
Portfolio Profile
414
Buildings managed
22.5
Avg units / building
16
Median units / building
Building Size Distribution
Distribution of managed buildings by unit count. Average building size: 22.5 units.
Tribunal Record
Since 2021
33
Cases
78%
Upheld
(avg: 51%)
27.9
Rate/10k
(avg: 4.5)
17
PFEOs
Enforcement
£3,650
Paid
Compensation
Communication
Top Issue
27 cases
All Complaint Types
Communication (27)
Maintenance (17)
Financial (16)
Other (12)
Complaints Handling (10)
Consultation (9)
Debt Recovery (5)
Insurance (3)
Disclosure (2)
Recent Decisions
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
View on HPC →
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
View on HPC →
FTS/HPC/PF/24/1936 | FTS/HPC/PF/24/1937
2025-06-10
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
View on HPC →
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
24.4 yrs
FAQ
Has Charles White had any tribunal cases?
Yes, Charles White has had 33 tribunal cases since 2021, with 78% 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.