Hacking and Paterson Management Services (HPMS) believe the importance of being a responsible employer is key. As a provider of services in today’s society, our business is run in accordance with our values. These are designed to provide support and development to our people and at all times provide the best possible service to our customers.
At HPMS, we are committed to:
Continually providing excellent customer service including meeting all applicable legislation, maintaining a high degree of integrity and professionalism and showing concern and respect for fellow employees
HPMS is committed to ensuring that our business is conducted in all respects according to rigorous ethical, professional and legal standards, acting openly, honestly and with transparency in all that we do.
We are a business which fully recognises that our reputation is critical to our ability to operate effectively.
Customer Complaints Procedure
At HPMS we aim to deliver the best service to our customers. In the event that our service does not meet with expectations, we are committed to investigating and resolving issues brought to our attention by any of our customers. We operate a Complaints Handling Procedure in accordance with the Property Factors (Scotland) Act 2011.
Data Protection Policy
Data protection is a serious topic that must be addressed. HPMS recognise this and protect all information held. We have fulfilled the expectation of due diligence and due care in the application of data protection policies and mechanisms.
Our website is available to all our customers. Paper copies of our brochures and other marketing materials are also available on request. We offer, and encourage, e-billing and emailing as an option to our customers who no longer wish to receive paper correspondence from us.
Continual Satisfaction/Engagement Monitoring
In common with many companies in the service industry, we put customer service to the forefront of everything we do and have internal policies and processes in place to ensure a consistent level of customer care is provided.
Professional Association and Regulation
HPMS is a Registered Property Factor (Registration No. PF000288). We are a proud member of the national trade body, The Property Managers Association (Scotland) Limited. HPMS is also registered with and regulated by the Financial Conduct Authority (FRN: 307910).
Employees (Our People)
At HPMS we embrace our responsibility to ensure that all our people understand and adhere to our employment policy, procedures and standards. All employees have access to their individual staff record on an HR platform, as well as the HPMS Staff Handbook, ensuring they are fully aware of their terms and conditions and responsibilities to customers and fellow employees.
We are committed to providing training for staff to enable them to undertake their roles effectively and assist in developing their skills, knowledge and abilities. All are encouraged to participate in industry training, personal development and to work towards professional qualifications with the full support of senior management.
It is also important that contractors employed to carry out works on behalf of our customers are suitably trained, suitably qualified and have the necessary insurances required by law.
Enhanced Holiday & Flexible Working
Staff receive entitlements in excess of the government set standards which increase from time to time to reflect the loyalty of our staff. We support flexible working arrangements, where it can be accommodated, to help our people balance their work and home life.
We support the principle of Equality and Diversity in employment and oppose all forms of unlawful or unfair discrimination on the grounds of age, disability, sex, marital status, sexual orientation, pregnancy and maternity, ethnic origin, religious belief and marriage and civil partnerships.
We believe that it is in the company’s best interests, to ensure that the human resources, talents and skills available throughout the community are considered when employment opportunities arise.
Our detailed policy in relation to maternity/paternity leave is set out in our Staff Handbook. This covers the statutory entitlement of employees to maternity/paternity leave, maternity/paternity pay, our procedures for intimating a pregnancy, commencing maternity/paternity leave, terms and conditions during maternity/paternity leave and returning to work.
At HPMS we feel strongly that, as a business, we have a responsibility to help support communities as much as possible, particularly in areas where our business operates.
We support various charities, including CHAS, Scottish Veterans Garden City Association, Scottish Heroes, Earl Haig Fund, Breast Cancer Now, McMillan Cancer Support, Beatson Cancer, Playlist for Life, Edinburgh Children’s Hospice, Barnardos Scotland, Save the Children, Vine Trust Tanzania.
We support our people who participate enthusiastically in other general fund-raising activities.
Use of Local Contractors
We will always source local contractors where possible to minimise costs for our customers which ultimately helps support local enterprise and community wellbeing.
Donation of PC equipment
Where possible, and in accordance with the General Data Protection Regulation, from time to time we also donate PC equipment which is no longer suitable for our needs to the charities that we support in our local communities, ensuring that any customer information has been removed before doing so.
HPMS operates from offices in both Glasgow and Edinburgh. In each of these offices we are committed to reducing their impact on the environment and to raising the awareness of our people to help achieve this.
We encourage our customers, wherever possible, to be environmentally friendly, particularly in relation to energy efficiency and the use of innovative technology to minimise environmental impact.
Our commitment to the environment is reinforced by regularly recycling office waste such as paper, cardboard boxes and printer cartridges, including acting responsibly when disposing of electrical equipment.
We have an electronic payslip facility which is well received by our people. We understand the importance of reducing our carbon footprint and producing internal documentation in an efficient and environmentally friendly way.
We have pool cars in each office which are used internally and shared by multiple users in regards to attending offsite meetings. We are helping to reduce HPMS’s carbon footprint by cutting down on our general emissions.
The service we provide to our customers is paramount to the existence of HPMS and we continue to strive to provide high levels of service in every area of the business.
We are proud of the level of commitment from our people and by working together, HPMS is committed to continuing to ensure we maintain our highly regarded reputation in the Scottish industry environment.
HPMS continues to engage in consultation with Scottish Government, Local Authorities and relevant trade bodies on issues affecting the housing sector now and in the future. Our contribution towards changes in legislation is, in the main, to try to improve the conditions associated with ownership, maintenance and repair of communal property for the betterment and wellbeing of homeowners and residents.