Version 3.0, from 21 October 2026
This is our agreement with you as an owner. It sets out the services we provide, what we charge and how we bill, how we communicate and how quickly we respond, and how we handle repairs, insurance and late payments. It also explains how to complain if something goes wrong.
Details that apply only to your development, such as the services we arrange and how costs are shared, are in your Development Schedule, which you will find on your development portal.
Download the Written Statement of Services (PDF)
Version 1.4, from 21 October 2026
This procedure explains what happens if an invoice is not paid on time. Invoices are due 14 days after issue. If a balance is still unpaid, we send a reminder after 7 days, then a formal overdue notice after 21 days, when a single £35 late payment charge applies. If it remains unpaid, we send a final demand before considering legal recovery, which always needs a Director's approval.
If you think a charge is wrong, tell us and we will take it out of the recovery process while we look into it. If you are finding it hard to pay, contact us as early as you can: we can agree a payment plan, and recovery is paused while the plan is kept to. The procedure also lists free, independent advice services.
Download the Debt Recovery Procedure (PDF)
Version 2.0, from 21 October 2026
Anyone can find themselves in circumstances that make dealing with us harder, whether through health, disability, bereavement, money worries or something else. This policy sets out how we support you. Tell us what would help, such as a different way of contacting you, more time, information in another format, or someone acting on your behalf, and we will make reasonable adjustments.
What you tell us is kept private and only shared with the people who need it to help you. Nothing about your circumstances appears on the shared portal. If you are behind with payments, we take your circumstances into account before any charge or further step.
Download the Vulnerable Customers Policy (PDF)
If something has gone wrong, tell us in writing by email to team@aboveboard.homes or by letter. We acknowledge every complaint within 3 working days with a reference number, and send a full written response within 15 working days of acknowledging it.
If you are not satisfied, you can ask for it to be escalated within 10 working days of our response, and a Director will send our final response within 15 working days. If you are still not satisfied, you can apply to the First-tier Tribunal for Scotland (Housing and Property Chamber). Making a complaint is free. The full procedure is below, and in Section 7 of the Written Statement of Services.
Download the Complaints Handling Procedure (PDF)
How we collect, use and protect personal data for the owners and customers of the developments we manage.
If you need any of these documents in another format, such as large print, let us know and we will provide it free of charge.
Paper copies are available on request at £2.40 per copy (inclusive of VAT). Call us on 0131 385 1118 or email team@aboveboard.homes.