In this section
At James Gibb, customer care is at the very heart of everything we do. 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.
Following the award of the property management and factoring contract, we provide the homebuilder sales team with our ‘Factoring Sales Pack’ which contains detail on the estimated service charge budget and information on the levels of service homeowners can expect to receive from James Gibb as their property manager.
Keeping homeowners informed
On a large-scale phased development, James Gibb holds regular meetings with homeowners throughout the phased handover, keeping them informed of services and any defect management.
It is important to us that homeowners have an understanding of the factoring service and maintenance obligations as soon as possible following handover. During these meetings we will also hold Question & Answer sessions to ensure that the homeowners have the opportunity to gain a full understanding of the service provisions.
Annual General Meetings
On completion of a development, we arrange an Annual General Meeting (AGM) of all owners and encourage the formation of an Owners’ Association, representative committee or if it is a Development Management Scheme, we will assist in organising the Community Company. Where insufficient numbers are available to form a committee, a steering group can be formed.
Forming an association or representative body, provides owners with the opportunity to regularly come together to discuss, contribute and decide on matters relating to the maintenance and management of their development. Working together with the representative body, we can engender good working relationships and provide support and direction on property management and maintenance issues.
Outwith AGM’s, interim owners’ meetings can be arranged. Also, individual meetings can be scheduled with the dedicated Development Manager, by a homeowner.
Customer information and communication hub
We understand that our customers want 24/365 access to information and advice and for that reason we developed James Gibb+, our secure online customer information and communication hub that provides homeowners with 24/365 easy access to important information, regarding the ongoing maintenance and management of their property and development.
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.