Charles White have been factors looking after a historic cluster of properties in central Edinburgh, one of which I own. We have had many issues relating to the age of the properties, all of wh... Se mer
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Det här tycker kunderna
I've been a client of Charles White for many years. The staff are always professional, very helpful, friendly and are keen to provide a good service including resolving any issues well and promptly. S... Se mer
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Mainly the work of your rep for the development at Caledonia Road. For the three years since we moved in Taylor has been an enthusiastic and very efficient manager. She has looked into matters that h... Se mer
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Please don’t injure yourself on There property through there fault because they’ll allow their gate to cut your severe your finger , fix the problem and blame you . I can’t move my fingers without pa... Se mer
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Företagsinformation
Skrivet av företaget
Charles White aims to put people at the heart of property management. From simply cutting your grass to full management of your property you’ll find that our approach is characterised by expertise, personal service and a commitment to customer care. Our Vision is simply: “To make a difference in the lives of our clients, team members and communities and to inspire others to do the same”.
Kontaktuppgifter
14 New Mart Road, EH14, Edinburgh, Storbritannien
- 0131 447 8191
- Robyn.Rae@charleswhite.co.uk
- charleswhite.co.uk
4,3
Utmärkt
457 omdömen
Ingen aktuell inbjudningshistorik
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
Har besvarat 100 % av sina negativa omdömen
Svarar vanligtvis inom 48 timmar
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Great service
Reported an issue and received a prompt and professional response from Paul Sanders. Was updated throughout, great service.
23 juni 2026
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Svar från Charles White Limited
Thank you so much for taking the time to share your kind feedback. We’re really pleased to hear that Paul Sanders responded promptly and professionally, and that you felt well updated throughout the process. Your comments are greatly appreciated, and we’re delighted that you had such a positive experience with our service.
Excellent support
Over the years there have been occasional problems with my flat (most recently water damage to the ceiling), and I've generally had excellent support from the factors, Charles White - most notably, Sarah Wilson - to remedy issues.
2 april 2026
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Svar från Charles White Limited
Thank you very much for your kind review. We’re really pleased to hear that you’ve generally received excellent support from Charles White over the years, particularly from Sarah Wilson. We understand how stressful issues such as water damage can be, so it’s great to know that our team has been able to help remedy matters for you. Your feedback is greatly appreciated, and we’ll be sure to pass your comments on to Sarah.
Charles White Property Factors
Charles White have been factors looking after a historic cluster of properties in central Edinburgh, one of which I own.
We have had many issues relating to the age of the properties, all of which have been managed very efficiently by their client manager, Jill Clarkson.
She has consistently and promptly got things sorted, despite the challenges thrown at her of managing a disparate group of property owners.
Highly recommend.
7 juli 2026
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Svar från Charles White Limited
Dear Donald,
Thank you for taking the time to leave such a thoughtful review.
We are delighted to hear that you have had a positive experience with Charles White and, in particular, with Jill Clarkson. Managing historic properties can often present unique and complex challenges, and it is wonderful to know that Jill's professionalism, responsiveness and commitment to finding solutions have made a positive difference.
We also appreciate your recognition of the collaborative effort involved in managing a diverse group of owners. Jill works hard to ensure issues are addressed efficiently while keeping owners informed throughout the process, and your feedback will mean a great deal to her.
Thank you once again for your recommendation and for placing your trust in Charles White. We look forward to continuing to support your development in the years ahead.
-The Charles White Team
A professional, trustworthy service
I've been a client of Charles White for many years. The staff are always professional, very helpful, friendly and are keen to provide a good service including resolving any issues well and promptly. Sarah Wilson, Director, held a Zoom meeting last November for property owners, which was a very useful opportunity to discuss some future major work re the roof in our development.
1 juli 2026
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Svar från Charles White Limited
Good morning,
Thank you for your kind review and for being a valued client over the years. We're delighted to hear you've found our team professional, helpful and responsive.
We're also pleased that you found Sarah's Zoom meeting useful and that it provided a valuable opportunity to discuss the future roof works with fellow property owners.
We appreciate your continued support.
-The Charles White Team
Well done and thanks, Taylor.
Mainly the work of your rep for the development at Caledonia Road. For the three years since we moved in Taylor has been an enthusiastic and very efficient manager. She has looked into matters that have affected us quickly and thoroughly and has coped with our group of slightly mad mostly geriatric owners with calmness and professionalism. Just after we moved in, she paid a visit to get to know us and explain the role of Charles White. A very personable and effective young woman. Well done, Taylor. Hope you are not going to abandon us totally in future.
Anne and Iain Hirschfeld at 48.
28 juni 2026
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Svar från Charles White Limited
Hi Iain & Anne,
Thank you for your wonderful review and kind words about Taylor.
We're delighted to hear how much you've valued her support at Caledonia Road over the years. Taylor is passionate about providing a responsive and personal service, and we're sure she'll be delighted to hear your feedback.
Thank you for your continued trust in Charles White—and don't worry, Taylor's not going anywhere!
- The Charles White Team
Excellent service
We are in a new relationship with the company but so far the experience has been very positive. We have had efficient service, great communication and problems dealt with in a timely manner. Our personal representative within the company has been particularly brilliant and couldn’t be more helpful. Many thanks to her and the team at charles white ltd.
18 juni 2026
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Svar från Charles White Limited
Thank you for your kind review.
We're delighted to hear that your experience with Charles White has been so positive so far.
Providing efficient service, clear communication, and timely support is what we strive for, and it's wonderful to know this has been reflected in your experience.
We'll be sure to pass your lovely comments on to your Property Manager and the wider team. Thank you for placing your trust in us—we look forward to working with you for many years to come.
- The Charles White Team
Lauren Young fabulous client support
I have been in communication with Charles white for the last few years and they have been great. Thanks to Lauren Young for all your support ! You are a credit to Charles White Ltd
19 juni 2026
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Svar från Charles White Limited
Thank you for your kind words and for taking the time to leave a review.
We're delighted to hear that you've had such a positive experience with Charles White over the years. Lauren will be thrilled to receive your recognition, and we'll be sure to pass on your comments.
Thank you for your continued trust and support.
- The Charles White Team
They just keep getting worse
They show absolute disdain for their clients by refusing to acknowledge emails or actually managing the properties their responsible for.
Their "client relationship manager" refused to provide insurance premium information with a dismissive "There wasn’t one issued on this occasion."
Two years after a 100% increase in service charges they have now issued an additional £540 levy as they apparently can't manage their finances properly.
As to where this money goes is anyone's guess as the grass hasn't been cut in weeks and the bin enclosure hasn't been cleaned in years.
Please pick absolutely any other company available as Charles White Limited have been a constant source of financial and mental stress for the 6 years I've had to endure them.
19 juni 2026
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Svar från Charles White Limited
Dear Hugh,
Thank you for taking the time to leave a review. We’re genuinely sorry to hear that you feel disappointed.
We’ve now received several reviews from you, but unfortunately we’ve been unable to verify you as a client. Each time we’ve reached out through Trustpilot to request the details we need to locate your account and understand your concerns, no information has been provided. Without this, we’re unable to investigate the situation or offer any meaningful support.
We’re always happy to help, and we take all feedback seriously. If you are a customer and would like us to look into this further, please reply to Trustpilot’s verification request or contact us directly with your details so we can assist you properly.
- The Charles White Team
Good Management Teamowner…
After over 10 years as a flat owner Managed by Charles White Ltd I have found them to do an excellent job under difficult forever changing financial conditions.
I’ve found over the years that our allocated representatives have been first class especially our president ones.
18 juni 2026
Omdöme utan inbjudan
Svar från Charles White Limited
Thank you, Paul, for taking the time to share your feedback and for your continued trust in us over the past 10 years.
We’re delighted to hear that you’ve had a positive experience with Charles White Ltd, particularly in what we recognise have been challenging and ever-changing financial conditions. It’s especially encouraging to know that your property managers have made such a strong impression—we’ll be sure to pass on your kind comments to the team.
We truly value your long-standing relationship with us and appreciate your support.
-The Charles White Team
Callous, incompetent and contemptuous.
CWL has consistently demonstrated poor standards of management and oversight throughout my many years of dealing with them.
One example occurred towards the end of last year when external painting works were carried out on our block while I was away. The work was signed off by CWL, yet when I returned I immediately noticed paint on the edges of glass panels at the rear entrance. The front entrance was no better, with paint on both the glass and the lock. Upstairs, paint had also been left on a windowpane. No homeowner paying a contractor directly would have accepted such a poor finish, yet CWL approved the work.
At the end of November, litter that should have been cleared by the gardening contractors was left on site. I reported this to CWL and expected the issue to be resolved within days. By the end of January the litter still had not been cleared, despite further reminders and despite assurances that it would be addressed. The litter still hasn’t been cleared.
Around the same time, a CWL inspector visited the site on three occasions but recorded only one of numerous problems present. These included two dumped car tyres, a large traffic cone, a bucket, two detached signs lying on the ground, two large empty plastic fuel containers, a discarded drainpipe, dog fouling and persistent litter. It is difficult to understand how so many obvious issues could have been overlooked during repeated inspections.
This was particularly concerning because two flats in our block were on the market at this time. The neglected condition of the communal areas could hardly have enhanced the attractiveness of the properties to prospective buyers. Both these apartments were sold at a price which I believe was below the going price for flats on our estate.
I also reported on two separate occasions that the front doorstep to our block was unstable and presented a clear safety risk. Last Wednesday the step failed completely. A concrete slab lifted and flipped over when stepped on, striking the ground and breaking into two pieces. I am not aware of anyone being injured, but the potential for serious injury was obvious. This incident illustrates a failure to act on a reported hazard before it became a safety issue.
Taken individually, these incidents might be dismissed as isolated oversights. Taken together, they suggest a pattern of poor supervision, inadequate inspection and a lack of urgency and concern when residents raise legitimate concerns and are typical of the poor management going back decades.
At the AGM held in March, no minutes or report from the previous AGM were made available, nor have minutes from this year's AGM been circulated. This lack of transparency is concerning and makes it difficult for owners to review decisions and actions taken by CWL.
The meeting was ostensibly held to discuss the budget for the coming year. However, the largest and most contentious item: block buildings insurance, was absent from the budget items, despite having been included in previous years. No satisfactory explanation was provided for its omission.
There are serious concerns that CWL is not obtaining insurance on the most competitive terms available. CWL receives commission from the insurance broker at a rate of 20% of the premium. This arrangement creates a clear conflict of interest, as it provides a financial incentive to accept higher premiums rather than negotiate lower costs or seek alternative providers offering better value and lower commission rates. Such an arrangement is not in the best interests of flat owners and must cease.
Furthermore, owners who choose to pay the insurance premium in full and upfront are nevertheless being charged as though they were paying by instalments and receiving credit. CWL has refused to disclose either the interest rate being applied or the actual monetary amount of these charges. This lack of transparency is unacceptable and prevents owners from assessing whether the charges are reasonable.
Given the apparent conflict of interest arising from CWL's commission-based remuneration, owners are entitled to know what alternative commission rates were offered by other brokers considered during the procurement process and how many were approached. Full disclosure of this information is necessary to demonstrate that the insurance arrangements have been made in the best interests of owners and represent value for money.
CWL’s edited response remains misleading and disingenuous.
Key issues remain unaddressed, including the front step complaint and credit charge.
The AGM was not significantly disrupted. I presented and submitted a three-page bullet-point paper to help CWL prepare the minutes, but CWL didn't use it to avoid wider awareness of the concerns raised.
15 juni 2026
Omdöme utan inbjudan
Svar från Charles White Limited
Dear Scott,
We are sorry to read this review.
We can confirm that the matters referenced have been previously investigated and concluded through our formal processes. We do not agree with the characterisation of events presented here, which does not reflect our records or the steps taken by our team in managing the development. We will refrain from commenting further on these exhausted matters publicly.
We are committed to delivering our services in line with the Property Factors (Scotland) Act 2011 and the Code of Conduct, and to acting in the best interests of all owners. We also expect all interactions with our staff to remain respectful, and we will take appropriate steps where this standard is not met.
Regarding the AGM referenced, the meeting was unfortunately significantly disrupted and could not proceed in a structured manner. As a result, it was not possible to conduct business or produce formal minutes in the usual way. We remain committed to ensuring that future meetings are conducted appropriately and in the best interests of all owners.
With regard to buildings insurance, we operate in line with industry standards and regulatory requirements. All arrangements are made with the intention of securing appropriate cover for the development, and owners are provided with relevant information as part of the annual billing process. We do not accept that any conflict of interest exists in the manner suggested.
We also expect all interactions with our team to be respectful. Where communication becomes inappropriate or abusive, we will take steps to protect our staff and ensure that communication channels remain appropriate and manageable.
We would encourage any owner with specific concerns to raise them through our formal process so they can be investigated fully and responded to in detail.
- The Charles White Team
Paul Sanders got back to me quickly…
Paul Sanders got back to me quickly after my query and sorted the problem with minimum fuss. Excellent experience. Thank you Paul.
11 juni 2026
Omdöme utan inbjudan
Svar från Charles White Limited
Thank you so much for taking the time to share your experience. We’re delighted to hear that Paul was able to respond quickly and resolve your query for you.
Providing efficient and hassle-free support is something we always strive for as a company and it’s great to know we delivered this for you.
Peter McGarvey is an outstanding client…
Peter McGarvey is an outstanding client manager with whom I have had phenomenal support on a couple of occasions now. He responds to emails and phone calls extremely promptly (usually within an hour) and has exceptionally courteous and professional in all my interactions with him. Peter has provided guidance on a recent issue I was dealing with and his professional knowledge and expertise has been invaluable. In summary he is a real credit to Charles White Ltd.
9 juni 2026
Omdöme utan inbjudan
Svar från Charles White Limited
Thank you very much for taking the time to share your kind feedback. We’re delighted to hear about your positive experience with Peter. He takes great pride in providing prompt, courteous, and knowledgeable support, so it’s wonderful to know his efforts made such a difference in resolving your issue. Your comments will be shared with him and the wider team, as recognition like this means a great deal. We truly appreciate your recommendation and your trust in Charles White Ltd.
Chris Jones has been a breath of fresh…
Chris Jones has been a breath of fresh air since becoming our account manager. On top of a long list of demands, flexible in his approach to meet our needs and brings his own professional expertise and guidance which has been outstanding.
4 juni 2026
Omdöme utan inbjudan
Svar från Charles White Limited
Thank you for your kind feedback. We are delighted to hear that Chris has made such a positive difference since taking on your account. This is the service what we strive for across all of our developments, so it’s great to see this recognised. We’ll be sure to pass your comments on to him, and we look forward to continuing to support you.
If you’re looking for competence and customer care - stay well away!
I am currently a resident and former director of a building managed by Charles White Limited, and unfortunately my experience over several years has been overwhelmingly negative.
Rather than providing confidence and reassurance, their management has consistently resulted in stress, confusion, and the need for constant oversight from residents and directors.
As a director, I have had to liaise with numerous members of staff due to what appears to be a high turnover of personnel, often with varying levels of experience and competence. A recurring issue has been the apparent lack of basic monitoring and quality control over contractors and services for which residents are paying substantial sums.
On more than one occasion, contractors have been paid for work that was either not completed or not completed to the required standard, with these issues only being identified by residents rather than by Charles White themselves. In one particularly concerning example, landscaping contractors were being paid to maintain our grounds every two weeks over an entire quarter, yet they did not attend a single visit. This went unnoticed by Charles White until residents raised the issue. Even then, recovering the funds proved unnecessarily difficult.
Time and again, directors have found themselves checking, questioning, and effectively auditing the work of the management company to ensure basic responsibilities are being fulfilled.
The most recent issue has been particularly alarming. Charles White recently discovered that, due to an administrative error on their part, another building they manage had inadvertently paid our building’s insurance costs through them two years ago. Remarkably, this mistake went unnoticed for two years. As a result, our residents have now been presented with an urgent bill exceeding £9,000 to reimburse the affected building. Despite this being entirely the result of Charles White’s own error, they have declined to offer any financial contribution or meaningful gesture to help mitigate the impact on residents.
What is most disappointing throughout these experiences is the apparent lack of accountability, attention to detail, and commitment to delivering a high standard of property management. Residents and directors should not have to continually monitor the management company to ensure that services are being delivered, invoices are accurate, and financial matters are being handled correctly.
Based on my experience, I cannot recommend Charles White Limited to anyone seeking diligent, proactive, and competent property management. Effective management should provide peace of mind; unfortunately, my experience has been quite the opposite.
3 juni 2026
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Svar från Charles White Limited
Dear Tim,
Thank you for taking the time to share your feedback. We are very sorry to read of your experience and to learn that our service has fallen short of the standards you expected and were entitled to receive.
We take the concerns you have raised extremely seriously, particularly in relation to contractor oversight, service delivery, communication, and the insurance payment error you described. We fully appreciate the frustration and stress that these issues have caused to you and other residents, and we acknowledge the impact that this has had over an extended period.
We recognise that residents and directors should be able to place trust in their managing agent without feeling the need to repeatedly monitor services, question invoices, or intervene in operational matters. It is clear from your comments that, in your experience, we have not delivered the level of diligence, consistency, and accountability required, and for that we sincerely apologise.
Your feedback has been noted in full and will be reviewed carefully by senior management. We are committed to examining the issues raised, including our internal controls, contractor monitoring procedures, and communication processes, to ensure lessons are learned and improvements are made.
We regret that your experience has led you to lose confidence in our service and that we have not provided the peace of mind that effective property management should offer.
Thank you again for bringing these matters to our attention
- The Charles White Team (NI)
I was having flooring work carried out…
I was having flooring work carried out and the tradesman received a parking penalty notice. I thought that trades vehicles were exempt but that is not the case. I pointed out to CWL that if both permits are already in use then there is no way for a tradesman to attend without being ticketted. CWL negotiated with the parking company and very quickly resolved the issue. Full marks. Philip Robertson
26 maj 2026
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Svar från Charles White Limited
Good morning, Philip
We appreciate you highlighting the challenges around parking arrangements during works, as we recognise this can be frustrating for both residents and contractors. Where issues do arise, we always aim to work proactively with all parties to find a practical resolution as quickly as possible.
We’re pleased we were able to assist in resolving this matter promptly and that you were satisfied with the outcome. Your feedback is very much appreciated.
Kindest regards,
The Charles White Team
Paul Sanders was great
Paul Sanders was great, responsive, clear and helpful. Thanks to Paul, I was able to arrange my front door replacement before going on holiday.
27 maj 2026
Omdöme utan inbjudan
Svar från Charles White Limited
Hi Gregory
Thank you for taking the time to share your feedback. We’re delighted to hear about your positive experience with Paul and that he was able to support you in arranging your front door replacement before your holiday.
We’ll be sure to pass on your kind comments to him, as providing clear, timely and helpful support is something we really value.
We appreciate your feedback and your support.
Kindest regards,
The Charles White Team
4 out of 5 Tribunal Cases Taken against this company are successful
There is a website comparing property factors where your will see the numerous tribunal cases taking against Charles White Ltd for their poor business practices.
82% of these cases taken against them have been upheld giving them the worst rating of any property factor in Scotland. Tells quite a different story to the reviews on here.
They have bad reviews on here taken off almost immediately. The positive reviews are all written in the same style and mention staff members by name indicating incentive driven reviews, violating Trustpilot policy.
I have proof that you've had this review removed numerous times. You've also threatened legal action against reviewers on here before (another violation of Trustpilot policy).
26 maj 2026
Omdöme utan inbjudan
Svar från Charles White Limited
Thank you for your feedback.
We have been unable to verify this review as genuine, as we cannot locate any record of you as a current or former customer. We would always encourage anyone with direct experience of our services to contact us with their details so that we can investigate and address any concerns appropriately.
We would also like to be clear that Charles White Ltd does not offer any form of incentive in exchange for reviews. We maintain a strict approach to feedback to ensure it reflects genuine customer experiences, and reviews are not connected to or influenced by individual members of our staff.
In relation to the comments regarding external comparison websites, we are aware of the scores referenced but fundamentally disagree with the methodology applied, particularly the weighting given to cases progressed to the First-tier Tribunal (FTT). As a regulated property factor, we actively encourage the use of the FTT where appropriate, as this provides independent oversight, allows for transparent resolution of disputes, and supports continuous improvement in service delivery.
While some organisations may choose to resolve matters privately, our approach is to engage openly and constructively through the appropriate regulatory channels. We believe this reflects a commitment to accountability rather than the negative interpretation suggested.
We would also clarify that we do not remove or control reviews on independent third-party platforms. We remain committed to transparency and respond openly to all feedback.
If you are a homeowner and wish to raise a specific concern, we would be happy to assist if you contact us directly. Without verifiable details, we are unable to take this matter further.
- The Charles White Team
23 years of consistently good performance
I was in a property with Charles White as factor for 23 years. I found they consistently did a good job. It's not always easy balancing different tenant demands, or balancing getting stuff done with cost. I think that is under appreciated by many people. When I flagged issues in the development I found them responsive, the portal was easy to use, billing was very transparent, they consulted on issues. They had built very high trust with me because consistency over that length of time counts for a lot - its easy for a new factor bidding to promise the earth, harder to be consistently good for 23 years.
20 maj 2026
Omdöme utan inbjudan
Svar från Charles White Limited
Thank you for taking the time to leave such a thoughtful review and for your support over such a long period.
We really appreciate your recognition of the challenges involved in managing developments—particularly balancing differing views, prioritising works, and ensuring value for money. It’s encouraging to hear that our approach to communication, transparency and consultation has helped build trust with you over the years.
Consistency is something we work hard to maintain, so your feedback about your 23-year experience means a great deal to us. We’re also pleased that you found our team responsive and our systems easy to use.
While we are naturally very sorry to see the development move to another factor after such a long-standing relationship, we are sincerely grateful for the trust you have placed in us over the years. We wish all owners every success going forward and would welcome the opportunity to work with you again in the future.
Thank you again for your kind words.
-The Charles White Team
Had an issue with surrounding areas…
Had an issue with surrounding areas left unfinished around a new housing development. After 3 + years of continuously being fobbed off, CWL got on board and got it sorted. Special thanks to Jessica Rae who went above and beyond. She was professional and understanding and kept me updated, a credit to CWL. Thankyou
9 maj 2026
Omdöme utan inbjudan
Svar från Charles White Limited
Dear Elaine,
Thank you for taking the time to leave such a positive review. We really appreciate you sharing your experience.
We understand how frustrating it can be to deal with unresolved issues for an extended period, so we are pleased that we were able to step in and help bring this matter to a satisfactory conclusion.
Your kind words about Jessica are especially appreciated. We’re proud of the high level of service she provides, and it’s great to see her professionalism, dedication and communication recognised.
Thank you again for your feedback—it means a great deal to us.
Kindest regards,
The Charles White
Great help from Paul!
8 maj 2026
Omdöme utan inbjudan
Svar från Charles White Limited
Dear David,
Thank you for taking the time to leave your feedback.
We’re delighted to hear about your positive experience and your kind words about Paul. We take great pride in providing a helpful and professional service, and it’s always appreciated when this is recognised.
We’ll be sure to pass your feedback on to him.
Thank you again for your support.
Kindest regards,
The Charles White Team
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