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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

Customer Care

James Gibb residential factors is a true people organisation, providing inspired factoring solutions built on core customer care values. Delivering on the expectations of honesty, clarity, quality and operational performance, our customer centric culture focuses on positive employee and customer service interactions, through which we provide our customers with an exemplary service package.

James Gibb ‘think customer’ 

Delivering on the expectations of honesty, clarity, quality and operational performance, our ‘think customer’ culture concentrates on creating positive and effective communications with our customers, resulting in more constructive customer service interactions and beneficial outcomes. 

At James Gibb, we do not just go through the motions; we really do care how our customers are treated throughout their dealings with us.

Our teams are engaged and productive and believe in providing excellence in service delivery. We demonstrate this ethos by always listening to the needs of our customers, giving advice and assistance when required, trouble-shooting any issues they may have and overall, guaranteeing an excellent customer experience.

For us, customer experience is more than just a buzzword—it is at the heart of everything we do. We always put the customer first and strive to get it right first time, every time.

These qualities, together with our belief in ‘doing it the right way’, are responsible for generating our consistently high levels of customer satisfaction and organisational success.

Customer Care Promise

Our Customer Care Promise guarantees that we will give you the right information when you contact us and makes it clear what you can always expect from us.

In the unlikely event that you should at any time be unhappy with any aspect of our service, we operate a  comprehensive Customer Complaint Procedure, which explains clearly how to access help and advice in this regard. View our Customer Complaints Guide.

James Gibb actively promotes honest, transparent and accountable property management and factoring and always keeps customers fully informed.

Our customer approach
James Gibb promises to: 
  • Do what we say we will do and when we say we will do it.
  • Be helpful, polite, and treat you fairly and with respect.
  • Try to understand and empathise with your circumstances.
  • Follow processes and procedures correctly.
  • Tell you what to do next if you are not satisfied with how you have been treated.
  • Protect your personal information in line with our Data Protection Policy.
Doing it the right way
James Gibb promises to: 
  • Provide you with the correct information on all matters.
  • Explain things clearly if the outcome of your enquiry is not what you hoped for.
  • Apologise, if we make a mistake and put the matter right.
  • Ask for your feedback and use it to improve our performance. 
Keeping you informed 
James Gibb promises to: 
  • Deal with your request the first time you contact us, or as soon as we can.
  • Keep you informed as to what will happen next, and by when.
  • Continue to keep you updated on progress.
Making communication easy for you 
James Gibb promises to: 
  • Make our services available online, to access at a time that suits you.
  • Publish information about James Gibb online at www.jamesgibb.co.uk
  • Give you the opportunity to contact us in other ways such as email, phone, and post.
James Gibb doing it the right way
Out of Hours Emergency. Call us on 0333 240 8325 where our helpline operators will assist you

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