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COVID-19 Customer Update  19/03/21

Following the Scottish Government announcement on Tuesday, 16th March 2021, regarding continued COVID -19 restrictions, we are providing the following update.

Risk assessed compliance

As an organisation we continue to ensure that we have all the correct measures in place to deliver services to our customers.  Over the past year we have invested to ensure our team can work from home, providing additional communications systems and IT for this to happen.

Our offices remain closed to the public, with only a small number of staff in head office, for essential work to be carried out (e.g., post etc).

As a result of the first lockdown in March 2020, we have established a comprehensive risk assessed approach to ensuring our staff can work in the safest possible way and this will continue to shape how we work during this current lockdown period. The majority of our staff will continue to work remotely but will be fully operational, working to ensure the very best level of customer service at all times.

Site inspections and on site attendance

We plan to resume a phased return to site inspections on 26th April when travel restrictions are removed.

Where our staff are needed on site, they will have had risk assessments completed.  Where possible they will limit movement within common areas to outside core times in the day, to restrict interaction with others.  We would ask that all safe distancing measures for our staff are respected, when working on your site.

On site offices will be closed for access by homeowners and only our staff will be allowed access.

Please contact your Development Manager for information, as arrangements for each location/site may vary.

Suppliers and contractors

Our suppliers and contractors will work in compliance with Government Guidelines to deliver core services, repairs and maintenance.

We know that during this lockdown period, essential work is permitted ‘for activities in connection with the maintenance, purchase, sale, letting, or rental of residential property that the person owns or is otherwise responsible for’. This will be subject to the contractor’s own organisation’s measures and approach.

Planned improvement works remain suspended until further notice, other than for essential/urgent work, such as a roof refurbishment. This suspension will be subject to the requirements of future Scottish Government updates.  Please contact your Development Manager for confirmation as to whether any work already agreed is going ahead.

Communication routes

Communication routes from you to us remain active and diverts remain in place to ensure that communications are received and actioned.  You can therefore continue to contact James Gibb through the normal routes and be assured that the provision of core services, repairs and maintenance will continue.

Email communication

We would remind all homeowners that during this time, our aim is to communicate with you via email wherever possible.  We ask that homeowners, who have not already done so, contact us at enquiries@jamesgibb.co.uk to provide us with their email address. We recognise that some homeowners will not have this form of communication and you may wish to discuss with friends or family members, if they can assist.

James Gibb+ portal

We have also increased our communication flow via our website and request that as many homeowners as possible access their James Gibb+ portal, where you will receive all information regarding your account.

James Gibb+ accounts can be accessed via our website www.jamesgibb.co.uk.  You will need your account number and JG+ number, which can be found on your most recent invoice.

At James Gibb, we were hoping that by this time we would be reporting better news, but rest assured that as soon as Government restrictions allow, normal service will be resumed.  In the meantime, although we must limit contact to protect our staff and our customers, please know that James Gibb will continue to carry out the factoring service for your development.

We hope that our customers, clients and team are safe during these exceptionally difficult times.

Regards
Directors Office

doing it the right way

About James Gibb

James Gibb residential factors is an unparalleled people organisation, built on core customer care values, that cultivate an ethos of trust across all aspects of service delivery and as such is the country's fastest growing property management and factoring company.

Our story

A proven track record of customer service over 150 years

In 1872, John Gibb launched a business to provide a home letting service, as well as joinery and funeral services, within Edinburgh.

Originally based in West Nicholson Street, the Company changed its name to James Gibb in 1892 and moved to the current location of our Edinburgh Office in Atholl Place in 1963.

Over the years, the joinery and funeral services were eventually phased out to allow the firm to focus on property management – initially limited to the lettings market and later expanded to include factoring services.

The business remained in the Gibb family until the retirement of the 5th generation Gibb Brothers in 2012, when the factoring division was acquired by Strathspey Capital Limited. Since then, we have grown the factoring business both organically and by acquisition and now have offices in key locations throughout the country – Edinburgh, Glasgow, Aberdeen and Dundee.

As one of the oldest and most highly respected property management and factoring firms in the country, we actively promote the provision of high standards and operational best practice to all stakeholders and throughout the wider property management and factoring industry.

At the forefront of our industry, we are considered dynamic in our approach to all aspects of property management and factoring. We work together with homeowners and homebuilders to provide a modern and transparent property management and factoring service with customer satisfaction and customer care, front and centre of that provision.  

Having pushed the boundaries of traditional factoring, effectively changing the mindset within our industry, our business growth has been extraordinary. We continue to invest and adopt new technologies, to create operational efficiencies and improve our customer experience.

Doing it the right way

In ‘doing it the right way’ we consistently deliver a factoring service, underpinned by our core values of listening and learning, transparency and honesty, in all interactions with homeowners, homebuilders, suppliers and colleagues. These values, together with the strength and capability of the James Gibb team, are demonstrated through the passion for the work that we do, every single day.

At James Gibb, our people are our greatest asset. We believe it to be vital in our increasingly complex and demanding business sector, that we continue to have highly skilled professionals on our team. We invest in skills training and continuous professional development to ensure we stay at the forefront of driving change in the industry.

James Gibb has membership of and representation on the Board of the Property Managers Association Scotland (PMAS), the leading association representing professional property management and factoring firms in Scotland.

What our customers say

You came here to present the case to Fairview Court. Subsequently, James Gibb Residential Factors, became our Factors.

That was a good move, for since then we have really appreciated the level of service you have provided, the personal attention to our concerns, the open communication, and the diligent way that matters are being pursued, despite the adverse effect of the lockdown restrictions.

Clare and Tommy have been excellent in attending to our needs and relating well to all of us here. So, thank you to you and your team.

— Howell Jones, Fairview Court, Milngavie, Glasgow

Delighted with Aline’s prompt, efficient and courteous response to some historical issues since she became our new local Manager, inspiring confidence in future dealings between our development Association and Aline going forward in this professional manner.

— Irene Haddow

I have owned my own property in Strathmore Court since 2007. In 2011 we chose to employ lpm, now known as James Gibb residential factors, as our factor. This has proved to be a very satisfactory arrangement for our retirement development. We have a monthly Estates Manager inspection, annual budget meeting and annual accounts meeting. We deal with a Scottish finance department which understands our geographical location. There are no additional administrative fees and we have made savings in a number of services. Our House Manager has been released from many of her administrative tasks to allow for other duties. The staff are approachable. Lorraine Stead has been particularly helpful to me.

- D McGill, Strathmore Court, Jordanhill, Glasgow

I can’t praise Clare Bugden highly enough !! Clare is a complete breath of fresh air to deal with and goes above and beyond to help in any way that she can. Any repairs or issues within the Netherblane development are swiftly dealt with and Clare always keeps you updated with the progress. It was very comforting to know someone of that Calibre is looking after your development!! A true asset to James Gibb.

- Marc Hendrie

Out of Hours Emergency. Call us on 0333 240 8325 where our helpline operators will assist you

Aberdeen

2 Thistle Street
Aberdeen 
AB10 1XZ

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Bellahouston

Bellahouston Business Centre
423 Paisley Road West
Glasgow, G51 1PZ

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Dundee

Gemini Crescent
Dundee Technology Park
Dundee DD2 1SW

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Edinburgh

4 Atholl Place
Edinburgh
EH3 8HT

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Glasgow

65 Greendyke Street
Glasgow
G1 5PX

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