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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 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  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.

Directors Office

A day in the life of… An Operations Director

We’re taking a look at what it’s like to be in the shoes of team James Gibb!

This time we’re finding out more about what it’s like to be an Operations Director at James Gibb from Debbie Rummens in our Glasgow office.

Introduce yourself and your role in James Gibb…

My name is Debbie Rummens and I’m Operations Director at James Gibb residential factors, based in our Glasgow office.

How long have you been with James Gibb?

I joined on the day James Gibb residential factors acquired Grant & Wilson Property Management Ltd (2nd March 2015).

What does an average day for you look like?

I work closely with our Support Services Director, Val Black, who is also based in our Glasgow office. We share an office, and our day starts with a recap of what’s happened the day before. We discuss situations which affect both areas of our business. I then respond to emails and telephone calls which have come in overnight, and meet with our Operations Manager to discuss any challenges affecting our Property Management Team and portfolio of properties. I particularly focus on developing new relationships with prospective clients, which includes inspecting new buildings and developments and discussing the services we offer. I meet with contractors to ensure our response times and quality targets are being met, and I assist our social media partner with delivering interesting and informative content via our social media channels.

What is your favourite thing about working with the James Gibb team?

We have teams of really good people who are focussed on delivering the best possible customer service, which can be challenging with tens of thousands of individual clients, many with differing objectives. They take great pride in managing their property portfolios, and work hard to exceed expectations. Our teams do a lot of work in the background on behalf of clients, which can largely go unappreciated simply because of a lack of understanding of the legal and legislative obligations placed on both co-owners and factors, but they maintain their focus and good humour. When they do receive a thank-you, or a great testimonial, it goes a long way, and I feel very proud of their achievements.

Do you have any interesting stories about working at James Gibb?

I came to factoring from a property, investment and management background, where the teams would be working on behalf of individual home owners or buy-to-let investors. Each client made his/her own decisions, but, of-course, factoring decisions mostly involve gaining agreement from the majority, whether that’s a tenement of 8 or a development of 300 owners. It never fails to amaze me how difficult that can be to achieve, especially when all owners share the same interest, and the resulting benefits, of maintaining their homes, investments and environments. It’s quite rare for a majority of clients to agree a proposed course of action from the outset, and commit themselves to that shared financial undertaking. We’re very lucky in Glasgow that the City Council and Glasgow Heritage Trust remain in a position to consider providing improvement grant assistance to co-owners, or many more of our beautiful Victorian tenements and Listed Buildings would sadly be lost.

What’s the best thing about being an Operations Director?

No two days are the same. We’re a people business which directly involves property, and the needs of both are ever changing. With the support of co-owners, we’re in the enviable position where we can assist in maintaining and improving their living environments or their investments, which is very rewarding when it comes together.


Find out more about Debbie here.

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Bellahouston Business Centre
423 Paisley Road West
Glasgow, G51 1PZ



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Dundee Technology Park
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