A SCOTTISH property firm has become the only private residential, Scottish-owned factor to secure a UK Government-backed customer service quality mark.
Newton Property Management achieved the customer service excellence (CSE) standard following a rigorous independent assessment of its operations, culture, and communication.
The business, which manages approximately 40,000 properties across Scotland, handles around 200,000 emails annually.
The accreditation introduces mandatory annual audits to ensure the Glasgow-headquartered firm maintains strict service targets across its nationwide portfolio.
The CSE standard, originally created by the Cabinet Office, evaluates organisations across five areas: customer insight, organisational culture, information and access, delivery, and connecting with customers.
Assessors reviewed evidence, performance data, and engagement with homeowners, staff, and contractors before awarding the certification.
The achievement sets a new benchmark in the Scottish property factoring sector, which has recently faced intense public scrutiny and mounting homeowner complaints over fees and communication standards.
Lewis Littlejohn, Head of Property Management at Newton, said: “Good customer service in factoring isn’t just about being responsive, it’s about being straight with homeowners and helping them understand that most decisions in a shared building sit with them, not us. Our job is to guide, support and communicate clearly, making sure things get done and owners are kept in the loop.
“This accreditation is no mean feat, it reflects the culture and systems we’ve built to support continuous improvement across the business, but ultimately, it’s our people who deliver that service every day.
“Our processes and systems are industry leading, and this accreditation proves that. But we’re not stopping here, there’s so much more to come.”
Vincent Goldie, Chief Executive Officer at Newton Property Management, said: “Property factoring is a sector that is often heavily scrutinised, and we know that trust and communication are critical for homeowners.
“This recognition gives independent validation of the work we have been doing to strengthen the customer experience across every part of the business and highlights our commitment to raising the standards across the property factoring sector.
“This is not a one-off badge. It is a standard we must continue to build on every year.”
Founded in 2001, Newton Property Management operates across Scotland with regional offices in Glasgow, Aberdeen, Inverness, and Greenock, providing on-the-ground support to homeowners and residential developments.
