"“The worst company I have ever seen… a…"

“The worst company I have ever seen… a complete failure and zero accountability! The people who work in the Edinburgh office are incompetent individuals who do nothing… they sit and pretend to try to do something, nodding along and saying they are doing everything they can to help…
We live in a several-year-old estate, in the worst possible situation, in October 23 there was a roof leak… it was a struggle for anyone to react to our phone calls begging that water was dripping from our ceiling!! Three rooms had their entire ceilings flooded. I will just emphasize that the apartment was freshly renovated. Ceiling, walls, door frames need replacement. When we cut a hole in the ceiling, there was water and mold on the wooden boards and structure…
For two weeks our phone calls, visits there, phone calls to the company about the roof were futile, and when they came with a lift because there was no other way to access the roof (embarrassing), they went up for a few minutes and said that’s it… yet the leaking from the roof did not stop at all!! And the following week more calls and emails… for them to come again for 15 minutes and fix it!!! Meaning they patched some small holes…
It’s March and water is leaking from the roof again… the ceilings were replaced, renovations done. Again, phone calls did nothing, a visit and an hour-long conversation again did not help!
And the roofing company is a disgraceful mistake!!!
The company owner lies that he will come but never does! He doesn’t pick up the phone, you have to call from an unknown number for him to pick up, and he continues to lie that he will come!
When we asked for a change of roofing company, Charles White ignored the topic!!
This time this situation will end up with a lawyer and a lawsuit because we will not leave it like this!!”

"Excellent Management Company !!"

I have owned a flat in Edinburgh for over 10yrs and during that time I’ve worked with Charles White
I have always found them to offer a friendly and professional service
They have always responded and acted swiftly to any of my concerns and issues
As a flat owner I have had experience of working with several Management Companies and this company is by far the most efficient one I’ve come across
Many Thanks to them for making my life as stress free as they possibly could !!

"Paul Sanders most helpful on every…"

Paul Sanders most helpful on every occasion, answers any queries and really polite.

"The company was charging fees to which…"

The company was charging fees to which we had set up a direct debit, but that they were not executing. They then proceeded to sending emails in order to warn about the missing payment, but any email they send (to two different email recipient accounts) go straight to junk folder, which means we were unaware of it.
As we were finding it a bit odd that the quarterly payment did not come out of our account we reached them out to where they said that our fee as a penalty had doubled (from £110 to £220) and that it was not their fault.
Unfortunately they've shown no flexibility given their email being clearly reported as spam to @hotmail accounts and unwilling to help.

"Crooks... Avoid at all cost"

Crooks. Avoid at all cost.
I live in a house in a street in Perthshire. As it is considered a 'development' we had a factor (Charles White) foisted on us. As a house owner we don't need a factor, and we get nothing for it. We are supposed to be paying only for a small amount of grounds maintenance ( a patch of trees at one end of the street), and their quarterly management fee. I've been reluctantly paying this for many years. However in the last year they've started adding mysterious charges such as float charges to the bill, clearly due to their dire financial management. Their latest wheeze is to try and pass the debt from other people in the street who have refused to pay onto other people such as ourselves, which is totally and utterly reprehensible. We've contested it, as we have contested many things. They flatly refuse to engage, and simply cite the Deed of Conditions and threaten court action if you persist. Their total lack of any kind of empathy during a cost of living crisis speaks volumes. You often feel like a second class home owner, being talked down to by the headmaster. In many ways being 'factored' is not a kick in the teeth off living in a leasehold property in England. They're now taking us to court, so that's just great. We will never live in a factored development again after this. I'm not sure if this particular factor is any different from the others, but this one is definitely to be avoided. Their high-handed attitude does them no favours whatsoever.

"Thanks Rachael, 10/10 customer service! "

I recently contacted Charles White out of hours regarding a security issue at our apartment block. The issue was dealt with timely the following day and the communications with Rachael Higginson was very friendly and helpful. Rachael also remotely assisted with a separate access issue raised, pretty much immediately. I would not hesitate in contacting Charles White and particular Rachael for assistance in the future if required.

"Great Help from Rachael"

I have received a great help from Rachael. She was very kind and very helpful.

"Excellent service given by Barbara McCone"

Barbara done a site inspection exactly a week ago and highlighted problems with lighting in all three block and an issue with flooding in the car park. With a week the lighting issues have been resolved and she has got two quots for the flooding issue to be sorted out shortly. She has also made arrangements with the gardners to make some changes which will enhance the overall look of the development. This is what I call fast, efficient and transparent service. The work that Barbara has done on our developement in the last three months has been more than what Brackenwood did in the past six years! Thank you Barbara and Charles White for your excellent work so far.

"Assistance Provided Promptly"

I recently 'phoned Charles White for reference information I needed. My call was handled promptly (no long wait) and I was passed to the responsible person, Maria. Maria quickly responded and gave me the information I needed.

"Latest experience poor."

Update Dec 2024: I was told by Charles White there was an issue with my rental flat, with water running down an external wall of the block from an overflow in my property. I arranged to have it fixed. When I sent the plumber out to fix it, the issue was not with my flat but in a totally different *block*. I sent a message to advise of this and the expectation that as they had given me the wrong information and so cost me money, they would credit the amount to my account. I received a response that basically they'd been doing me a favour, they'd been given wrong info by a neighbour so it wasn't their fault and in future they would advise people to contact owners directly and that they certainly wouldn't be incurring any expense as a result of passing on wrong information. Which would a) mean giving out my personal contact details (incorrectly in this case) b) I'm pretty sure that getting any issues affecting the structure/ exterior of the communal buildings dealt with actually does fall within their remit and c) I have my suspicions that they were given the right information and contacted me in error.

I suppose it was my bad for taking them at their word and not arranging for the information they provided to be double checked, but based on their previous good service I didn't think it was necessary. I will know better in future.

Feb 2024: Charles White have been the factor on my development for a long time and in the past their service has perhaps been a little wobbly at times. However, recently it has been excellent, I've been particularly impressed by Stephen and how quickly he has responded to a couple of issues/ queries I had - and indeed how quickly his colleague reached out to me when a message was passed on to her. Long may it continue!