If an owner's account falls into arrears, we follow a fixed process: a friendly reminder, a formal notice, then — only if needed — referral for recovery. Interest and reasonable recovery costs may be added at that final stage.

Struggling to pay? Contact us before a payment is missed. We can usually agree a short-term plan rather than let an account fall behind.

Plain-English guides cover the topics owners ask about most: what factoring actually covers, how the float works, how repairs get approved, and what happens when you sell your flat.

Guides are published to My ClearFactor as they're written — request a specific one from your property manager if it isn't there yet.

For anything that puts the building or a resident at immediate risk — burst pipes, storm damage, a common door that won't secure — call the 24-hour line. It's triaged instantly and, where needed, a contractor is instructed the same day.

Not urgent? Log it through My ClearFactor instead and it's handled in the normal repairs queue.

Report damage to common property as soon as it's found. We log the claim with the block insurer, arrange any necessary inspection, and keep owners updated until it's settled.

Claims on an individual flat's own contents are between the owner and their personal insurer — we can point you to the block policy documents if needed.

Direct debit is our recommended method — set it up once through My ClearFactor and never miss a due date. One-off payments can be made by card online, or by bank transfer using the reference on your invoice.

Invoices are issued in line with the schedule in your written statement of service, and are due within the period stated on the invoice. The float is topped up when it falls below the level agreed for your building, so routine costs can still be met without delay.