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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

What our customers say

I would just like it to be noted that Sebastian has done a great job of sorting out the tree issue. He took the issue on board and sorted it out very favourably keeping me updated regularly on how the matter was progressing.
I am delighted with the outcome and feel confident about any further issues that might arise.

- Grace Scott

I would like to thank Jo Cooper for the great work she does at the development I live at in Aberdeen. The regular development inspections are informative and highlight any issues. When I have highlighted any issues Jo is “on it” immediately and gets things done. This helps to maintain a good standard around the development, I very much appreciate the work Jo does.

- Carole Jamieson

Wonderful service received from James Gibb/Martin Murphy, ref to promptly responding to my notification of various areas of internal fabric damage, requiring rectification, due to minor water ingress damage @my flat property @the Laurels. Martin/James Gibb responded the same day and organised sub-contractor investigation call outs and the remedial works very promptly and I was kept informed by Martin at every stage. Sometimes property factors, generally, can get a bad name. IMO however I have found Martin and James Gibb, in my sole experience to date, to provide an excellent service. Well done!


- Alan Shaw

Excellent customer service and experience. We have recently had a new estate manager appointed called Martin Murphy. He has been in charge for a few months however the impact he has made in this time is amazing.

He is proactive in seeking ways to improve our estate and takes action quickly to resolve issues. He makes time to listen to concerns and puts forward suggestions to resolve them. I would be happy to recommend both Martin and his team to anyone who is looking for a factor.

- Mags Reilly

Swift response to resolve problem. Had an issue that required some attention. Emailed Martin at James Gibb. Got back to me within an hour or so advising what action he had taken and asked that if not resolved within a week to get back to him so he can escalate further.

The action he has taken was exactly what I was hoping for. Couldn’t ask for more. Excellent response.

- John Kennedy

You and Sandra 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

Ongoing engagement with James Gibb. We have had an ongoing engagement with Sandra Maitland of James Gibb regarding a complex matter for a no of years. During that time we found her to be very competent, extremely efficient, meticulous in her attention to detail and very helpful. I could not recommend her highly enough.

- Gerry Gilgunn

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

Since Martin took over the role as Development Manager the issues that I have had for well over a year are finally getting resolved with a very quick response from Martin. This is what I was hoping for as the team members who were previously in this position just didn't seem interested.

- Blair

We have been managed by lpm, now James Gibb residential factors since 2003 and it is the best decision we ever took. Effectively managed with honesty and professionalism and we never have had one cause to consider otherwise. They lead us in properly managing our development with cyclical maintenance and looking for the most effective way to manage this process.

- Jim Batton, Committee Member, Windsor Church House, Portobello

Professionalism! Response from James Gibb regarding my commercial property has been first class, and all works / repairs are happening in an acceptable timescale.

- Graham Crawford

Credit where credit is due. James Gibb recently took over factoring our development and while I was initially concerned about James Gibbs reputation our development manager Martin Murphy has been fantastic.

He's on the ball with good communication and quick to get back to you and address any issues. Just today I had an issue with the door entry system and it was fixed today couldn't have asked for more.

- Andrew

Fiona Watson, finance coordinator, in Glasgow has solved an ongoing finance issue for me today. She always calls back or emails when she says she will.
I had no luck in progressing my issue with other members of staff either in Edinburgh nor in Glasgow. Thank you Fiona for your professionalism and helpfulness.

- Morag Jamieson

We have had occasion to contact Aline regarding our development a number of times. She always responds quickly and things are normally sorted with a minimum of fuss. An asset to James Gibb!

- Brian Simpson

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

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

In January 2019 the Residents' Association and Committee at Roseburn House, due to numerous complaints about extremely poor service levels being delivered to them, looked at options for alternative property management companies. We became aware of lpm/James Gibb residential factors, who manage numerous retirement developments, many previous Peverel/First Port developments and the feedback was positive from our investigations. We transferred to James Gibb on 1st May 2019 and we have benefitted from monthly site inspections from an Estates Manager, a budget meeting for the forthcoming year. savings in management fees, removal of administration fees, savings in electricity and buildings insurance. Our Committee meets regularly with the Estates Manager and so far, we are extremely happy with having made the move to this company. We also deal with centralised individuals for estates management, finance and client support services. They assisted us with our change in management ensuring we followed the correct process in doing so.

- Kate Urquhart, Chair of Roseburn Residents' Association, Edinburgh

Hi, my name Desmond Cullion, I live in property, Whittagreen Court, I've owned approximately 22yrs in Newarthill, N. Lanarkshire. Factor changed - now to James Gibb, Glasgow. I'm submitting this second review, in turn, 1st review submitted, was inaccurate, unfair towards James Gibb. My gripe or let down was with lpm, Glasgow.

I've found chatting about problems with new factor /James Gibb, in turn directly to Martin Murphy, issues with the property management have radically changed for the better. I feel more at ease knowing Martin Murphy is really working to fully support any issues or problems regarding Whittagreen Court!!

He has immediately helped me to get problems around property.. Ie.. work issues addressed. I'm impressed Martin answers calls, emails, in turn returning calls regarding management of our property, something that lpm property management refused to do!

I look forward, knowing, understanding, new factor James Gibb, will bring improvements needed, with Martin Murphy site manager,,,,,, thxs Martin.

Martin Murphy dealt with my repair issue promptly and efficiently. Kept up to date with proceedings regularly. Also asked if my tenant was satisfied with the work that had been done.


- Desmond Cullion

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