Factoring Owners Satisfaction Survey - Understanding Your Factoring Charges

Satisfaction Results

• How easy is it to understand your bills – 82% satisfied
• The information provided about how your charges are calculated – 87% satisfied
• Your Written Statement of Service – 90% satisfied

Why Am I Being Charged?

One of the most common questions we receive is "how are my factoring charges calculated?"

The important thing to understand is that Yorkhill Housing Association does not decide how costs are split between owners your Title Deeds Set the Rules.

Your property's Title Deeds and Deeds of Conditions determine:

• Which areas are shared
• Who contributes towards maintenance
• How costs are apportioned

As your Property Factor, we are legally required to apply these arrangements exactly as written.

Making Bills Easier to Understand

Following owner feedback we are working to:

• Use clearer language
• Improve explanations on invoices
• Reduce jargon
• Provide better account information through the Customer Portal

The survey showed that 82% of owners find bills easy to understand, but we recognise there is still room for improvement.