Source Data & Methodology: Factor Service Standards

Every statistic in our service-standards guide — and in the charts we share elsewhere — comes from the 80 Written Statements of Services listed on this page. Here is exactly where each number comes from, how we read the documents, and how to correct us if we've got something wrong.

Last updated 9 October 2026 · dataset recomputed directly from our database on each update

How we built this dataset

1. Collected each factor's published Written Statement of Services — from the factor's own website wherever one is published. The link in the table below goes to the exact document we read.
2. Extracted each statement into structured fields: response-time commitments, complaint timescales, insurance-commission position, notice periods, billing, portals and apps.
3. Re-extracted blind. A second, independent extraction pass read every document from scratch, without seeing the first pass's answers.
4. Adjudicated every disagreement against the document text. All 461 decisions are logged with the verbatim quote that settles them; ambiguous values were nulled rather than guessed.
5. Published. Every statistic in the guide is recomputed from the corrected database — none are typed in by hand.

How we read the documents

Statements phrase the same commitments in very different ways. To compare like with like, we applied fixed rules:

• Silence is recorded as silence. If a statement gives no number — or only says "as soon as possible" — we record nothing. We never infer a figure.
• Response times record the stage the factor commits to (attend, instruct a contractor, or complete the repair) exactly as stated.
• Commission means commission on communal buildings insurance taken by the factor or its group.
• Notice period means the notice owners must give to terminate the factoring arrangement.
• A "portal" requires an owner login. A public website doesn't count.

Benchmarks at a glance

"Statements with a figure" is the honest denominator for each metric — most statements don't put a number on everything.

On digital access: 22 of 80 statements offer an owner portal and 6 of 80 an app. On buildings-insurance commission: 13 statements acknowledge taking it, 34 state they take none, and 33 don't address it.

The full dataset — all 80 statements

Each factor name links to their profile; the WSS column links to the exact document we analysed (a few documents are no longer at a stable public URL and are held on file). Hover over any dotted-underlined value to see the wording in the factor's own statement. A dash means the statement doesn't state that value as a number (see how we read the documents). Hours are for emergency attendance; wd = working days; notice in days.

"Yes" in the commission column means the statement acknowledges receiving buildings-insurance commission without printing the rate — details are typically given at renewal or in a separate schedule. * James Gibb's rate isn't in its WSS, but the company publishes 23.62% for buildings and property owners' liability in its separate insurance commission Q&A.

Corrections and submissions

This dataset is only as good as the documents behind it. If you can improve it, please do — corrections are prioritised and usually actioned within 24 hours.

Limitations

• Commitments, not performance. This dataset measures what factors promise in writing, not what they deliver. For delivery, see each factor's reviews and tribunal history.
• Documents age. The statements span 2021–2026 (where the document is dated: 2021 ×3, 2022 ×2, 2024 ×7, 2025 ×5, 2026 ×13); terms may have changed since a document was published. If you have a newer version, send it over.
• Every metric has its own denominator. Most statements don't put a number on everything, so each benchmark reports how many statements actually commit to a figure.
• Fee data is too sparse to benchmark. Only 15 statements state an annual management fee in the document itself; most refer to a separate schedule.