Ratings & Reviews

2.5★ weighted average calculated from 703 Google + 266 Trustpilot reviews

Recent Reviews

Google 4.0★
"I have had extensive communications with the company over the past 6 months regarding various property and grounds maintenance aspects for our residential flats. Most of this has taken place with our Property Manager, Hannah Rodger, whose knowledge, efficiency and customer service have been all..."
Alan Gray 2025-12-30
Google 1.0★
"Ref - Ryedale Gardens, Uddingston G71 Very poor service this lot provide. All they're interested in is charging fees for substandard maintenance. The grass cutting outfit they use for our area are just as bad. Half the place gets left in a mess. Could do a better job myself. Hopeless. I also..."
Nicky Cassidy 2025-12-08
Google 1.0★
"1stly you google page says you close at 5.45pm but the telephone number says you close at 5pm. More importantly is the failing on your business detailed below. You've only been managing the property 4 months and it's already been 4 months of hell. Your organisation seems like..."
Craig White 2025-12-08
Trustpilot
2.5★ (266)
Reviews are collected from public listings and may not represent all customer experiences.

Written Statement of Services

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Emergency Response
immediately upon identification or report
Urgent Response
within 2 working days of identification or report
Routine Response
within 3 working days (quotation/inspection matters)
Enquiry Response
within 7 working days of receipt
Complaint Response
formal complaints handling procedure at hackingandpaterson.co.uk
Billing Frequency
quarterly
Notice Period
3 months written notice
Online Portal Mobile App Code of Conduct Property Factors (Scotland) Act 2011
The WSS is a legal requirement under the Property Factors (Scotland) Act 2011. Data extracted from official document.

Property Coverage

Hacking & Paterson manages approximately 78,383 properties across 14 areas of Scotland.

Area Properties Market share
Glasgow 28,079 11%
Lothians 8,172 17%
Paisley & Renfrewshire 8,164 18%
Lanarkshire 7,842 21%
Edinburgh 7,155 10%
Compare factors in Glasgow →
Based on 78,383 registered properties. Source: Scottish Property Factor Register ↗.

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Tribunal Record

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Since 2021
45
Cases
58%
Upheld
(avg: 69%)
2.6
Rate/10k
(avg: 4.7)
10
PFEOs
Enforcement
£3,065
Paid
Compensation
Communication
Top Issue
26 cases
All Complaint Types
Communication (26) Financial (17) Maintenance (14) Other (14) Consultation (7) Complaints Handling (7) Insurance (4) Debt Recovery (4) Disclosure (2)

Complaint Pattern Analysis

Of 45 tribunal cases since 2021, 26 involved communication complaints and 17 involved financial issues. Of cases involving communication complaints, 65% resulted in a finding against the factor. Individual cases often involve multiple complaint types.

The tribunal has awarded compensation totalling £3,065 across these cases.

All complaint themes raised: Communication (26), Financial (17), Maintenance (14), Other (14), Consultation (7), Complaints Handling (7), Insurance (4), Debt Recovery (4), Disclosure (2).

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

Recent Decisions

Full history →
FTS/HPC/PF/25/0043 2025-11-26
Withdrawn - Settled
The application was dismissed because the parties reached a settlement.
"The tribunal, therefore, dismisses the Application"
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FTS/HPC/PF/24/3846 2025-10-06
Breach - No Order
The tribunal found a breach of the Code of Conduct (2.1) because the factor did not consult the homeowner about the increase in the float adequately. No further action was taken.
"We consider that there has been a breach under this section of the code as far as the Property Factor did not ensure that the Homeowner was consulted appropriately in decision-making and had access to the information, she needed to understand the operation of the Property Factor."
Communication Consultation
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FTS/HPC/PF/24/5227 2025-08-06
Factor Complied
The homeowner alleged breaches of the Code of Conduct. The tribunal found no breaches and dismissed the application, noting that the factor had already offered compensation in the form of a refund of management fees.
"The First-tier Tribunal for Scotland Housing and Property Chamber determined that the property factors have not failed to comply with OSP2, OSP3, OSP4, OSP6, OSP11 or Sections 1.5, 2.1, 2.3, 2.4, 2.7, 6.1, 6.4, 6.6, 6.8, 6.12 or 7.1 of the Property Factors Code of Conduct effective from 16 August 2021 and have not failed to comply with the property factor’s duties."
Communication Maintenance Complaints Handling
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Thinking of switching from Hacking & Paterson Management Services Limited? Read our step-by-step guide to changing property factors in Scotland.

Had problems with Hacking & Paterson Management Services Limited? Read our step-by-step guide to making a formal complaint about your property factor.

Company Info

Companies House →
Status Active
Incorporated 1980-12-31
Company No. SC073599
Accounts Up to date
Directors 6
Avg. Tenure 10.5 yrs

FAQ

Has Hacking & Paterson had any tribunal cases?
Yes, Hacking & Paterson has had 45 tribunal cases since 2021, with 58% of complaints upheld.
How do I make a complaint about Hacking & Paterson?
First, raise your complaint directly with Hacking & Paterson 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 Hacking & Paterson?
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.