I'd like to add my own experience here, which I am currently taking up with my local MSP Well, apart from sending us a letter addressed to another customer, pertaining to their debt giving us the details - they have been bullying us and charging whatever they like and refusing to provide proof of what we are paying for. My husband owns a flat we have been unable to sell since we moved in together four years ago. We have struggled to keep it, being threatened with repossession many times as we can't afford the mortgage but have let it out a few times simply to keep the payments up. All the while, we have struggled with the ever increasing factor bills. I am a mother of five and we have been effectively trying to upkeep two properties. Hacking and Paterson have rushed us into court even when we have written to them explaining our financial difficulties and making our best payment offers - this has resulted in massive charges being added on and it's an ever-spiralling debt situation. We have asked them to clarify why the bills are going up and even, more recently made a request to see all the records of bills to the property etc under the data protection act, which they basically ignored apart from writing to us to say, "here is all the information we hold on your account - property details - and our name - A single line response, which frankly is just derogatory. They didn't respond at all to my request for their complaints procedure. I've made another one in writing and got a smug reply today as thus: "To the matter of the Data Protection Act, we have provided you with all the information we are required to give under the act. We think your query relates to The Freedom of Information Act. As we are a non-public body, this doesn't apply." I once complained about the state of the grounds and refused to pay for the work. They said everyone else was happy. Yet, curiously they changed contractors not long afterwards So basically, they can charge anything they want for services and repairs to the property - make up a figure for the factor bills and pay something else in fact - and they are under NO obligation to show us any of the bills to corroborate the charges! This is ludicrous! And worse than this, they quite clearly feel secure in the knowledge that they can pretty much do (and charge) what they like.