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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

James Gibb+

Having listened to our customers and learned more about what you demand of your property manager today, we invested in the development of our secure online customer portal James Gibb+, to provide easier access to important information regarding the maintenance and management of your property and development and further improve the overall customer experience. 

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

James Gibb+ and the James Gibb+ App allows you to view invoices and pay and control your account online and in real time. You can also view and download development specific information such as your Development Manager’s site inspection visit schedules, Financial Information, Contracts and Specifications, Contractor Reports, Insurance Documentation and Client Notices. Documents included within these categories, where applicable, include:

Find out what's online at James Gibb +

Provides information on the anticipated programme planned for long term maintenance works within the Development.

Details the items discussed at and the actions arising from, the Residents’ Annual General Meeting.

Details the anticipated spend for the current year for a Development.

The standard Policy wording provided by the Insurer, giving detail on the insurance cover provided within the Development Policy.

The Development Insurance Schedule for the current year, detailing the Annual Premium and the Statement of Fact from the Insurer.

The report submitted by the Car Park Gate Engineer following routine visits.

The report submitted by the Ventilation Inspection Engineer following routine visits.

The report submitted by the Cleaning Contractor following routine visits.

The specification details the standard requirements of the Cleaning Contractor in fulfilling the Cleaning Contract.

Development specific communication providing information regarding items affecting homeowners.

The Commercial Insurance Schedule for the current year detailing the Annual Premium and the Statement of Fact from the Insurer.

Details items discussed at and the actions arising from, the Residents’ Committee Meetings.

The credit control tab provides the level of debt within the development, broken down into various categories, which detail the number of clients at each stage and amount of funds due.

The Deeds registered within the Land Register for the Development, detailing the burdens imposed on the co-proprietors.

Details the various fees and costs associated with a Development including the arrangements, visit frequency, management fee, insurance commission, debit/credit card fees, late payment fees, early termination fees etc.

The report submitted by the Electrical Contractor following their routine visits.

The report submitted by the Emergency Call, System Engineer following routine visits.

The report submitted by the Fire Safety Contractor following routine visits.

The specification details the standard requirements of the Grounds Maintenance Contractor, in fulfilling the Grounds Maintenance Contract.

The report submitted by the Grounds Maintenance Contractor following routine visits.

The report submitted by the Gymnasium Inspection Contractor following routine visits.

The annual renewal letter detailing the new Insurance Premium for the forthcoming year, along with the comparable quotations received during the tendering process.

Access to the portal is made by entering your Account Number and James Gibb+ Reference, both available at the top section of your invoice and on any correspondence items you receive from us.

The report submitted by the Legionella Testing Contractor following routine visits.

The report submitted by the Lift Engineering Contractor following routine visits.

The report submitted by the Lift Service Contractor following routine visits.

The report submitted by the Playpark Inspection Contractor following routine visits.

The Property Owners Liability Standard Policy wording provided by the Insurer providing detail on the insurance cover provided within the Policy.

The Property Owners Liability Insurance Schedule for the current year detailing the Annual Premium and the Statement of Fact from the Insurer.

The report submitted by the Electrical Contractor following their routine visits.

The proposed works tab provides details of projects which require agreement and funds from homeowners before the works can proceed.

The report submitted by the Roof Anchor Contractor following their routine visits.

Details any site-specific information that has been requested by a Development Committee.

Details the monthly dates the Estates Manager is due to carry out a site inspection.

The report submitted by the SUDS Engineer following their routine visits.

The latest valuation survey, if applicable, carried out by the appointed Surveyor for a Development.

The report submitted by the Water Pump Service Engineer following their routine visits.

Provides the yearend accounts for the preceding year detailing the actual spend versus budget for the Development.

James Gibb+ App

James Gibb+ is also available as an App which can be downloaded free of charge from the usual Apple or Android stores onto your phone or tablet ensuring constant “on the move” access.

Accessing James Gibb+

Access to the customer portal is made by entering your Account Number and James Gibb+ Reference, both available at the top section of your invoice and on any correspondence items you receive from us.

If you cannot access the internet, all details are available in hard copy format on request.

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