Factored owners

Our factoring services to owners whose properties share common parts include:

• Grounds maintenance
• Cleaning communal closes and windows
• Repairs including out with hours emergency service
• Common insurance policies
• Lift maintenance contract management
• Repairs including out with hour emergency services
• Regular property inspections and owner liaison, as detailed in your Written Statement of Services. 

Link is a member of the Property Managers Association Scotland which promotes high standards of services and property management.

Link provides a professional factoring service to over 7,000 owners across 12 Local Authority areas. As a social enterprise, we do not aim to make a profit from factoring mixed tenure estates, and any surplus from commercial activities is reinvested into affordable housing and related services. We welcome enquiries from homeowners and developers interested in our factoring services.

Your Written Statement of Services

Your Written Statement of Services for Factored Owners - V5 - September 2021 provides full details of our service and is accompanied by a Property Specific Schedule issued to individual owners.

 

Repairs and maintenance

Bathgate office factored owners should report repairs as follows:

• Call 01506 639 143 or email repairs@linkhaltd.co.uk for reactive and emergency repairs

All other Link factored owners should report repairs as follows:

• Call 03451 400 100 option 1 for reactive and emergency repairs.
• Complete our online form.

Link repair response times

Our repair response times are as follows, however some repairs may take longer, such as non-routine works and those requiring external contractor quotes:

Category	Example	Response time - Link factored owners
Emergency repairs	Repairs that require immediate attention to ensure the safety of tenants and the security of the property. This includes total loss of water or electricity, total loss of heating (in cold weather), serious roof leaks, breaches of security to outside doors and windows	Within four hours
Urgent	Repairs that require attention to prevent further deterioration to the property or undue risk or inconvenience to the resident, including plumbing leaks, central heating faults, blocked drains, minor electrical faults	Within three working days
Routine	Any other day-to-day repairs such as minor joinery or plumbing repairs	Within 10 working days
Planned		N/A

Please note non-emergency communal repairs timescales will vary from those listed on our website, as they may involve either scaffolding, specialist contractor quotes and/ or consultation with owners if it is above our delegated authority value.

Depending on the work and whether specialist equipment, quotes and consultations are required, work may not be able to start for around six weeks. If consultation is required and a majority vote is not secured, then it may not go ahead.

Owners will be updated if work is consulted on which does not go ahead. Please notify us of any emergency communal repairs by telephone at any time.

Bathgate office repair response times

Our repair response times are as follows, however some repairs may take longer, such as non-routine works and those requiring external contractor quotes:

Category	Example	Response time - former Weslo factored owners
Emergency repairs	Repairs that require immediate attention to ensure the safety of tenants and the security of the property. This includes total loss of water or electricity, total loss of heating (in cold weather), serious roof leaks, breaches of security to outside doors and windows	Within 24 hours
Urgent	Repairs that require attention to prevent further deterioration to the property or undue risk or inconvenience to the resident, including plumbing leaks, central heating faults, blocked drains, minor electrical faults	Within five working days
Routine	Any other day-to-day repairs such as minor joinery or plumbing repairs	Within 10 Working days
Planned		Within 20 working days

Please note non-emergency communal repairs timescales will vary from those listed on our website, as they may involve either scaffolding, specialist contractor quotes and/ or consultation with owners if it is above our delegated authority value.

Depending on the work and whether specialist equipment, quotes and consultations are required, work may not be able to start for around six weeks. If consultation is required and a majority vote is not secured, then it may not go ahead.

Owners will be updated if work is consulted on which does not go ahead. Please notify us of any emergency communal repairs by telephone at any time.

Independent advice about factoring issues and communal repairs is available from:

• Under One Roof
• Citizens Advice Scotland on 03454 04 05 06.
• Your solicitor

Paying for factoring services

We issue invoices for management fees and services as detailed in your Written Statement of Services. 

Information about Floats and Sinking Funds (where applicable) is included in your Written Statement of Services.

Ways to pay

Bathgate office factored owners should pay as follows:

• Debit and credit cards: Please call our automated payment line on 0330 0080 432 at any time of day and follow the instructions to make a payment. You will need your statement reference. There is an option to talk to a member of the finance team if you require assistance, however we cannot take your payment over the phone.
  
  
• Direct Debit can be set up when a repayment plan is required. Please contact our factoring team on 01506 639158 to obtain a Direct Debit form. This takes 21 days to process via All Pay therefore you may need to make the first payment manually to start your repayment plan.
  
  
• Bank credit transfer: You can pay at your branch or you can use the standing order facility via you bank to set up a repayment plan once this has been agreed with us. 

The bank account details are:

Weslo Housing Management

Account number: 10812575 

Sort code: 83-16-05

Please quote your statement reference to allow us to allocate your funds.

• Cheque or postal order

Please ensure you put your name, address, and statement reference on the back to ensure we can allocate funds to your account.

Please post to:

Weslo Housing Management, 66 North Bridge Street, Bathgate, EH48 4PP

All other Link factored owners can pay as follows:

• Over the phone

Call us Monday to Friday between 9am and 5pm on 01324 417 141 or 03451 400 100 (select option 3 then 4) to pay your balance or set up a Direct Debit.

• Allpay

Call allpay on 0870 243 6040 or visit www.allpay.net to pay by credit or debit card. You can pay in person at any Post Office or Paypoint store.

 You can also pay using the allpay app, which is available to download on the Apple App Store and Google Play.

 If you need an allpay card you can call 01324 417 141.

• Direct Debit

Set up a Direct Debit with your bank to make payments directly to us.

The bank account details are:

Bank of Scotland

Account number: 00384537

Sort code: 80-41-21

Remember to quote your account number found at the top of all correspondence.

• Cheque or postal order

Please ensure cheques or postal orders have your name, address and rent reference number on the back. Cheques should be made payable to Link Housing Association.

Please post to:

Link Housing, Customer Service Centre, Watling House, Callendar Business Park, Falkirk, FK1 1XR

 

Difficulty paying

Please inform us immediately if you have any difficulty paying your invoice. We will provide clear information about the implications and signpost you to independent advice and financial support to help you find a way to pay.

Ultimately, we can only deliver services if we receive the income to cover the costs.

Independent advice is available from: 

• Citizens Advice Scotland on 03454 04 05 06

Covid-19 related advice:

• www.moneyadviceservice.org.uk/en/articles/coronavirus-what-it-means-for-you
• www.citizensadvice.org.uk/scotland/health/coronavirus-what-it-means-for-you-s/
• https://findbusinesssupport.gov.scot/coronavirus-advice

Our debt recovery procedure details how we will manage arrears.

Factoring documents

To view our estate, ground maintenance and title plans, click here.

Have your say

We value your feedback on our factoring services to help us improve your common property and our services.

Current consultations

The consultation on our Written Statement of Services to comply with the Revised Code of Conduct for Property Factors from 16 August 2021 has concluded. We published a Consultative Draft Written Statement of services and gathered feedback from factored owners. Link’s Factoring Written Statement Consultation Response September 2021 details how we used customer feedback to improve.  The final revised Written Statement of Services V5  reflects the consultation feedback.

65 St Stephen Street Replacement Door Entry System Options Consultation

Click here to complete the survey.

William Street Flooring Replacement Consultation

Click here to complete the survey.

5 Bridgehaugh Road Roof and Gutter Repairs Consultation

Click here to complete the survey.

Paisley Road West Door Entry System Maintenance Consultation

Click here to complete the survey.

30-36 Albert Avenue Roof and Chimney Repairs Consultation

Click here to complete the survey.

14 Sunnybank Terrace – Verge board repairs

Click here to complete the survey.

28 Turnbull Street - Door Entry Renewal

Click here to complete the survey. 

28 Turnbull St ADDITIONAL VOTE: Specification of new Door Entry System

Click here to complete the survey.

Post works satisfaction survey

Click here to complete the post works satisfaction survey. 

16 Jamaica Mews – gutter maintenance consultation    

Click here to complete the survey.

3 Whyte Place – Door entry system consultation     

Click here to complete the survey.  

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