"We are from this area and it's very nice to still live here. We get on very well with our neighbours."
Resident, Craiglockhart, Edinburgh
Factoring - Frequently asked questions
Find out how to change to your managing agent and learn more about Hanover's factoring service for retired owner occupiers.
What is Hanover?
We are a registered charity providing management and support services to residents in owner occupied and rented accommodation across Scotland. We are the biggest not-for-profit provider of services to owner occupiers in retirement accommodation in Scotland, and have a record of establishing and maintaining long-term relationships with the development owners to whom we provide a service.
How do I change my factoring or managing agent?
Your development will probably have a Deed of Conditions setting out owners’ rights and obligations, including the provisions for appointing and dismissing a managing agent (sometimes referred to as a factor). A majority of owners on a development can decide to appoint or dismiss a managing agent.
We would be happy to examine your Deed of Conditions and tell you the basis on which we would be prepared to become your managing agent.
To seek legal advice on the status of the Deed of Conditions you should consult a solicitor.
What terms would Hanover accept appointment on?
At most developments we manage there is a Management Agreement in place. This is a form of contract agreed between the owners on the development and Hanover.
These agreements are derived from our model agreement which we believe reflects modern day best practice and professional standards. We recognise, however, that any appointment rests on the agreement of development owners and so we are always happy to discuss modifying these terms if owners wish. Typically, the agreements run for three years at a time though owners at some developments have appointed us for a five year term.
We will supply a specimen draft agreement for discussion with your owners' association or committee on request.
Is Hanover a reputable service provider?
We are regulated by the Office of the Scottish Charities Regulator, the Scottish Commission for the Regulation of Care and the Scottish Housing Regulator. You can read our full audited accounts at any time. We commission an independent customer satisfaction survey on a regular basis and the results of the 2009 survey gave us high ratings in respect of all aspects of our services.
What kinds of services can Hanover provide?
We can manage all the common parts of your development, including grounds and gardens.
We can provide a housing support service (as described under the Regulation of Care (Scotland) Act 2001). This involves various categories of services to help residents maintain their independence in their homes including:
- general counselling and support;
- helping with security and safety;
- arranging property adaptations to help maintain independence;
- assisting with neighbour relationships and disputes;
- providing an emergency alarm system; and
We also manage a high quality telecare service called Hanover Telecare. Hanover Telecare provides a round-the-clock, 365 days a year emergency alarm monitoring service which is activated by a range of easy-to-use equipment in your home or on your person.
We also run a Care at Home service in Edinburgh. Care at Home assists with personal care like administering medication, bathing and dressing and meals provision, as well as domestic tasks such as laundry, home cleaning, shopping and similar tasks.
Could I see Hanover's service in action?
If an owners' assocaition was considering appointing us as a managing agent, we would be pleased to arrange for a small group of owners at your development to visit another development, currently managed by us, as near as possible to where you live.
What contact will there be between Hanover and me?
If you have a development manager who works on site it would be most likely that she or he could be able to transfer their employment to us if that is what the parties wished.
Our supervisory staff maintain a programme of development visits to meet residents and check that everything is well. Our senior managers can be directly contacted during office hours.
What information does Hanover routinely supply?
We present a draft budget to owners for discussion and approval each year. In addition, we also provide an annual financial statement for your development showing money held in trust for the development owners and details of income and expenditure.
We will prepare a long-term maintenance plan, anticipating major repairs and planning routine maintenance to help maximise the value of your property. We include a five-year projection of planned maintenance with the annual budget statement. Owners will be invited to delegate authority to us to spend development funds on an agreed programme of maintenance up to a financial limit which we will agree in advance with you. Above that, we will seek owners’ authority to commit available funds to emergency repairs should this ever be necessary.
Does Hanover operate to a set of predetermined policies?
We maintain a range of policies and procedures governing all aspects of our service to owners. These are kept under regular review and are available for discussion with owners’ representatives through six monthly “forum” meetings held in Edinburgh and Glasgow.
Can I contact someone to discuss my enquiry?
Yes. We would be pleased to hear from you and to discuss matters confidentially and informally. For more information contact our Company Secretary at our Head Office.