Common Management Proposal:

Montgomerie Park

Irvine

22 April 2019

Produced by Paul McKee (Director)

Donald Ross Residential Factoring

Factor Registration Number: PF000770

Contents

1. About Donald Ross Factoring and Property Management

2. Why Donald Ross Residential?

3. Our Ethos and Customer Charter

4. Insurance

5. Proposed Costing for your Development – Including individual Site

Streamlining

6. Observations and Suggestions for your Development

7. Our Experience

8. Testimonials

About Donald Ross Factoring and Property Management

Established in Ayr in 1980 the business earned an outstanding reputation before being bought

out in 2005. We are now officially Ayrshire’s leading Sales, factoring & Letting agency, recently

winning National Awards for our client service.

Our region and the surrounding marketplace long craved a local common agent with the

capabilities to provide exceptional service, regular visits and affordability. As a result, we now

combine two decades of factoring experience with our leading brand to transform factoring

across Ayrshire. Brought to you by quality Ayrshire people, for Ayrshire people….

We believe that an efficient factor is a valuable member of the local community and we work

hard to pull people together and enhance your homes.

Jacqueline Miller – Managing Director, Donald Ross Residential

“We are focused on providing a level of service that is not currently available to

homeowners within factored property outside of the major cities. “

Paul McKee – Director, Donald Ross Factoring

“A factor should work for the owners and not the reverse. We are here to help you

manage your development and empower you, not dictate.”

Why Donald Ross Factoring and Property Management?

Donald Ross are tailored to manage property in Ayrshire and surrounding areas. We

are all about providing a local factoring service to our clients. As a result, we will visit

and inspect your property at least 12 times per annum. Property management cannot

be done from behind a desk and we believe it is important to let you know in advance

when we will be visiting.

Our High Ayrshire Street offices are local to the development. We believe it is

important to use trusted and skilled local contractors which helps reduce travel costs,

allows for a swift service and aids communication. All our contractors are fully vetted

and insured. We also welcome trade recommendations from owners.

Traditionally, poor communication is the main cause of frustration for property

owners. We endeavour to offer the quickest response time in the industry including

regular newsletters, resident’s meetings, client feedback sessions and site visits.

Personal care is the basis of good management.

Donald Ross is an established, respected and growing brand. As a trusted local agent,

we can demonstrate longevity, delivery of our principles and a highly professional

approach.

20 Years Factoring Industry experience across our Team

We are Ayrshire’s only fulltime common manager employing 6 dedicated staff

No fixed contract period – either side can end an agreement with three months’ notice

National Award-Winning Company (British Property Awards 2017 and 2019)

24 Hour Emergency Contact Number direct to your Property Manager

We would offer the development £500 towards improving the main show bed on

entry to the estate.

Award Winning Company

Donald Ross Residential were awarded the title of best Property Firm in

both Ayrshire and Scotland at the Independent British Property Awards

(2017). No other company offering factoring services in Scotland can

claim to have ever attained such an accolade.

Donald Ross Residential…. An award winning Local and National Brand.

Our Ethos and Customer Charter

• Customer Service. Every single person we deal with will receive a service from us that

is efficient, consistent, satisfying and pleasurable, one that helps them in some way

move closer to their own objective.

• Integrity. We allow our core values to guide us in every decision we make as we do

business knowing that respect, honesty, sincerity and fairness is the very least that our

customers expect form us and we expect from one another.

• Professionalism & Excellence We are experts and have specialist knowledge in our

field and are committed to the continuous development of our expertise and

knowledge.

• Perseverance. We persist in achieving every course of action we take in pursuit of a

successful outcome for our customers. No matter how difficult the task we are driven

by our commitment to be the very at what we do and provide an exceptional

experience for our customers.

• Great Attitude & Effectiveness We aim to achieve outstanding results combined with

a positive attitude to help us achieve better outcomes.

• Trustworthiness. We depend and rely upon each other as part of a team of dedicated

individuals who are interdependent. We trust and support each other to give

credibility to our purpose and confidence to our customers.

Insurance

Donald Ross will place Public Owners Liability for the development. This provides full

protection from third party claims. We place this coverage with NIG and being part of a POL

Master Policy, ensures the premium coverage is excellent.

We can provide a full copy of the policy wording if useful.

Examples from our Portfolio which includes new build developments, Grade A listed properties

and large landscaped housing estates.

Proposed Costing for your Development

Attached with this Proposal Pack is our breakdown of costs to maintain the

shared common areas of the development. We are fully aware of the

complications created by the original Title Deed and quote accordingly.

We would also like to propose a long-term plan to bring all parts of the

development under one local common manager with the infrastructure to

manage such a large development. As a result, we would offer the following

solution to the bureaucratic issue of two managers:

• We would combine your expenditure into one invoice, reducing overall

maintenance charges and only charge one management fee. Even for

those excluded sites, this would help streamline the whole process and

ensure all grounds and maintained to the suitably high standard expected

of the region. Professional Local Management for Local People.

• Donald Ross would also not claim a float on your own individual site

meaning you would receive a full refund from your Glasgow Factor. In

essence, get paid £200 to receive a centralised local service.

We would keen to talk to each section of the development on the above at

suitable times in future.

Observations

Beds and Shrubs across he development are in poor condition and not in fitting with the quality of

the development. We suggest an ongoing hoeing project, removal of weeds and cultivate the soil to

the best available standard. It is also apparent that several plants have died and need to be replaced.

The entrance to the development is rundown and attempts to turf over this planted section are

unsightly. Donald Ross would contribute £500 towards improving this area and making it appealing

for all residents and visitors entering the development.

We note that bolts are rusting around Park Railings Heavy Moss on hardstand areas

Show bed in park requires to be cultivated, edged and replanted. It looks poor and unkept.

Turf to be treated and fed to clear growth Small Trees Require removing – not staked properly

Coodham Estate in Symington and Arthurstone House – Grade A listed Estates Managed by DRF

Redburn Gate, Irvine Arranview Court, Irvine Glenford Place

Our Experience

Having worked in factoring for 15 years, Paul McKee (BA Hons) became disillusioned with

poor service levels and greed from many of the large Glasgow agents. As a result, we are now

offering the only fulltime and dedicated factoring service to Ayrshire homeowners within our

region.

We employ a team of five fulltime and specialist factoring staff who do not sell or rent

property. Donald Ross currently manage 64 developments across Ayrshire. We believe in

building our local communities and bringing people together.

We are also proud to employ an exceptional inhouse Accountant, Alex McLaren who worked

as a Forensic Specialist for 25 years. We take managing your money seriously.

Our Structure

Donald Ross Residential Factoring is overseen by Paul McKee, the Director of Factoring on an

exclusive basis. The Fellow Directors of the company are Jacqueline Miller and Fraser Stewart.

As a combined group, your property will always have a senior point of contact. We would be

delighted to arrange a cup of tea and chat in our office with you anytime.

Our brand employee 21 members of staff across our property specialisms and proud to

officially be Ayrshire’s leading property company. All our staff can assist our factoring clients

and our award-winning service means your call will not go unanswered or any messages

unreturned.

Accounting and Administration

We operate with a small team of experienced staff who are specifically charged with

producing accounts, taking payments and initiating debt recovery where required. They are

located across our three offices. We follow a strict but sensible Credit Control formula

understanding that people have different circumstances. We serve the development and

therefore must ensure that the account is financed correctly by all owners and relevant legal

processes would be followed when required. Please refer to our complete Credit Control

Processes available on our website for more information.

Repairs

Our front of house advisors are trained in daily property management which includes raising

repairs and assisting property owners via our bespoke software system. This is overseen daily

by our Senior Property Manager, Mark Morrison and his team.

Inspections and communication

All inspections and meetings are carried out by our property managers. A mobile number will

be supplied. We always let owners know in advance when we plan to visit and happy to

welcome any owners into our offices for a discussion and cup of tea.

Out or Hours Emergencies

Each of our owners has a direct contact number to their appointed manager in the event of

an emergency outside of working hours. No faceless call centres or contractors coming from

the cities. We do ask this unique service is not abused and used only in the event of

emergencies that cannot wait until working hours.

Meet Your Property Manager…

Mark Morrison is our Senior Property Manager and

will manage your development exclusively. He has

considerable experience within property

management. Brought up in Prestwick, Mark believes

it is essential to utilise skilled local contractors and

work within the Ayrshire community.

“The easiest thing to do is let people know what is

happening, update them and provide notice when I am

onsite. Factoring should not be difficult but

transparent and proactive.”

Have you Seen our TV Add?

Donald Ross are the only factor in Scotland to have advertised on

National TV. We work in partnership with STV. Have you seen

our advert recently featuring ‘Rosco’?

We are also proud to have an active presence on Social Media where owners

can leave feedback and assess our services. We do not fear client feedback,

we welcome it and delighted to have kept so many of our clients happy.

Again, this is a first within factoring as we continue to change the traditional

marketplace where owners have little or no trust.

https://www.facebook.com/DonaldRossFactoring/

Please feel free to follow us or leave us a

Investing in our Business

Donald Ross Factoring believe it is important to continually invest in staff and systems. As a

result, we are pleased to announce our partnership with CPL from Spring 2018. They

provide a bespoke factoring system called RPM which manages all

processes for common management. It will also allow for an online

portal where owners can make payments, check repair progress and

access invoice copies.

We are the only firm in Ayrshire to utilise this highly successful package. If you are not

moving forward, you might as well stand still.

Do Property Factors require to be registered?

The legal requirement within Scottish Factoring is to be registered with the Scottish

Government. They have the power to cease factoring activity, protect property owners and

ensure residents are represented coherently and fairly.

Our registration number is listed on all our paperwork.

You will note, Donald Ross have not been taken to the Tribunal for homeowner complaints:

https://www.housingandpropertychamber.scot/

Are Donald Ross Residential part of PMAS?

Donald Ross Residential are not part of the traditional PMAS body (Property Management

Association Scotland). This group is not regulated or possess any formal power and is chaired

each year by the traditional property factors themselves.

The Office of Fair Trading conducted and published a report in 2009 regarding Property

Management in Scotland. The report confirmed that although this organisation [PMAS]

claimed they encouraged its members to market and create a healthy competitive

marketplace for homeowners, absolutely no evidence was apparent to support this

happening.

We believe owners should be empowered and informed about their rights to change factor

and receive actual direct information about our services. We do not believe our needs or

those of our clients would be met by been part of such a group.

We contacted PMAS about their stance on the above but disappointingly received no

response on several occasions.

We are here to break the status quo for the benefit of owners across Ayrshire.

Did you Know?

Donald Ross now manage more flatted developments in central

Ayrshire than any other agent across Scotland. We are proud to be

the region’s leading factor, combining professionalism, affordability

and locality into a suitable package.

“When I started Donald Ross Residential Factoring, I did so to

put right the obvious and well documented failures of the

traditional managers. Being local and proactive, we can

deliver a service rather than simply collecting a fee.”

Paul McKee, Director Donald Ross Residential Factoring

Testimonials

Jim Manson (Chairperson, Castle Grange, Dundonald)

“Cannot speak highly enough of Donald Ross. They took over services from a local

letting and sales firm based in Prestwick and Troon, transformed our large

development, visit monthly and always available when we require them. Superb.”

Alan Lush (Glenford Place, Chairman)

“Donald Ross Residential took over common management from a large Glasgow

Factor. They have spent huge amounts of time helping us with inherited problems

and always available when required.”

Robin Finlay (Saltcoats Investor)

“Donald Ross are without a doubt the leading factoring option for any Ayrshire

property. I trust them with several of my investments and have never let me down.

They visit more than once a month and provide quality professional advice on long

term building care. They specialise in looking after high end modern property which

is exactly what I need…”

Howard Johnson (Owner, Prestwick)

“Donald Ross manage our landscaped development and we are extremely impressed

with the quality of communication, costing and regular visits. No comparison to the

poor service we had previously...”

Janet Gilmour (Chairperson, Millbrae Court)

“We are delighted by the service offered from Donald Ross, Mark our property

manager has been fantastic, the quality and speed of works completed is first class

and helped us build a committee and empower the owners.”

Stuart Jackson (Director, Milestone Homes)

Paul and his team manage several of my new build developments and I am delighted

by the communication and standard of contractors they provide. Would highly

recommend.

All References (and others) can be contacted on request

Contact Us:

Donald Ross Factoring and Property Management

106 John Finnie Street, Kilmarnock

Visit us on Facebook: Donald Ross Factoring and Property Management

Tel: 01563 55 00 88

Paul McKee, Director (paul@donaldross.co.uk)

Mark Morrison, Senior Property Manager (mark@donaldross.co.uk)

Fiona Hunter, Account Manager (factoring@donaldross.co.uk)

Customer Support – Kilmarnock@donaldross.co.uk

Factor Registration Number: PF000770