TPFM Policies
Policies & Client Documents
At Total Property Factoring & Management Ltd, we are committed to delivering transparent, professional and accountable property factoring and management services.
This page provides access to our key client-facing policies, procedures and guidance documents. These documents explain how we manage client money, repairs, complaints, communications, debt recovery, insurance matters, owner information requests and other factoring responsibilities.
Please select View PDF to open each document in your browser.
Written Statement of Services
This document explains the legal framework, authority to act, service standards, management arrangements, charging arrangements, complaints process, insurance provisions, data handling and termination arrangements that apply to our factoring services.
Fee Structure & Schedule of Charges
This document sets out our factoring fee structure, standard charges, additional or exceptional charges, VAT position, fee review process and owners’ rights to request supporting financial information.
Factoring Coverage Document
This document explains the scope of our factoring responsibilities, including common parts, inspection standards, emergency authority, exclusions and block-specific coverage arrangements.
Client Money Handling Policy
This policy explains how client funds are received, held, protected, reconciled and reported, including funds for common repairs, buildings insurance, utilities, shared services and reserve or sinking funds.
Complaints Handling Procedure
This procedure explains how complaints can be made, investigated, responded to and escalated, including our internal complaints stages and the external route to the First-tier Tribunal for Scotland, Housing and Property Chamber.
Debt Recovery Procedure
This procedure explains how unpaid factoring charges, common repair costs, insurance charges and other properly recoverable sums are managed, including reminders, payment support, escalation and recovery action.
Buildings Insurance & Claims Procedure
This procedure explains how buildings insurance matters are managed where applicable, including policy information, owner contributions, claims reporting, excesses, communication and insurer decisions.