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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

Corporate Relationships

James Gibb residential factors manage a property portfolio of over 48,000 residential and commercial properties and retirement homes throughout mainland Scotland, including Central, East and West of the country together with Dundee, Angus, Perthshire, North and East Fife and the North of Scotland spanning Aberdeen, Inverness and surrounding areas.

Our working relationships with many homebuilder organisations have been sustained over several years, and as such we have become an extension of their own customer care departments and an extension of their brand, in keeping their positive brand image alive following completion of a development.

Hearing, understanding and acting on the demands of our homebuilders is paramount to us ’doing it the right way’. Being flexible in our approach to accommodating their unique requirements, means we can always deliver on their needs.

Corporate endorsements

The following corporate endorsements fully demonstrate our commitment to ‘doing it the right way’ and getting the job done to the full satisfaction of the corporate organisation.

Stewart Milne Homes have worked alongside James Gibb for a number of years. James Gibb are our factor of choice; due to their specific focus on customer service. We can rely on James Gibb providing the expert aftercare the residents on our developments expect. The street scenes within our Stewart Milne developments are of utmost importance, and having James Gibb maintaining the landscaping means it’s in very good hands.

Not only are James Gibb an excellent factor once developments are handed over, but we work exceedingly well with James Gibb at the pre-construction stage. The commercial and construction teams really appreciate the service and knowledge the team from James Gibb bring to these discussions to help prepare our budgets for upcoming developments.

James Gibb are always on hand to help with issues, and always willing to go that extra mile for us the developer and our customers.

Aileen McDougall, Senior Quantity Surveyor, Stewart Milne Homes Scotland

It was a year ago today (to the day, not the date) that you and Sandra came here to present the lpm case to Fairview Court and subsequently, as 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

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