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.
Verified status does not affect rankings — factors are ranked solely on independent data.
This is a free service — no payment is made by the factor to appear or to be verified.
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
How Charles White's statement compares: emergency response 24h vs industry median 4.0h; notice period 60 days vs median 90; insurance commission: takes commission. See how all 80 statements compare →
- 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, so it may not reflect Charles White's official or current published WSS policies. We are not able to publish the document itself. Contact Charles White directly to request their current Written Statement of Services.
Areas Covered
Charles White's coverage spans 8 areas of Scotland (from our coverage mapping).
Area
Mapped 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
31
Cases
74%
Upheld
(median: 50%)
30.6
Adjusted rate/10k
(median: 6.6)
15
PFEOs
Enforcement
£4,025
Paid
Compensation
Communication
Top Issue
25 cases
Rating basis: PFEO-weighted rate 30.6 per 10,000 (above 30). Unweighted adverse rate: 24.7 per 10,000 properties. How we calculate this →
All Complaint Types
Communication (25)
Maintenance (15)
Financial (14)
Other (11)
Complaints Handling (9)
Consultation (7)
Debt Recovery (5)
Insurance (3)
Disclosure (2)
Recent Decisions
FTS/HPC/PF/24/2845 | FTS/HPC/PF/24/3166
2026-04-20
Dismissed
The homeowner alleged Charles White Limited had breached its insurance duties. Both applications were refused: the applicant was personally barred by the settlement reached at the 12 January 2026 case management discussion (under which the factor's Simple Procedure court action was dropped and its Notice of Potential Liability to be discharged at the factor's own cost). The insurance complaints were never adjudicated; no breach was found and no order was made.
View on HPC →
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 →
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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 31 tribunal cases since 2021, with 74% 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 the factor refuses or unreasonably delays after you notify them in writing (section 17 of the Property Factors (Scotland) Act 2011), 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.