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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

Block Insurance Annual Review: Everything you need to know

Most of you will be aware that your block insurance is due round about this time every year. Over the years, we have formed an excellent relationship with our brokers (Marsh) and our insurers (Allianz) who we have found to provide excellent service and value.

Last year, our brokers conducted an extensive market analysis and found that, again, Allianz offered us the best deal in terms of service, policy cover and premium cost etc. by far. In order to obtain the best possible deal, last year we also entered into a two-year deal with premium increases capped at a maximum of five percent in year two.

In order to remain transparent and help you understand everything surrounding the block insurance annual review, we’ve set out a few of the key topics below.


Cost of Claims

This past year has seen a higher than average number of claims and a higher cost of claims performance, so we were pleased that we were protected by the capped increase. However, with the help of our broker, we managed to reduce this increase to an overall uplift of only 2.5% in our premium – half of what they were originally planning to apply. This limited increase has been secured with the following agreements:

  • We enter another two-year deal with Allianz. We were happy to do this as Allianz have consistently offered the best overall deal.
  • Escape of water excess level increase to £300 for most developments showing significant loss related to this. We agreed to this as the figures are well within industry standards.
  • Allianz will cap next year’s premium increase to a maximum of 3%.
  • The limit of liability cover for Property Owners Liability increases from 10,000,000 to 25,000,000 at no additional cost to our customers.
  • We work with owners, insurers and brokers in an attempt to reduce the volume of private water claims.

In addition to the premium review, we must also look at the sum insured or declared value on an annual basis to ensure that your development is sufficiently insured. This year, we have agreed a very modest 1.5% index linked increase in declared values. This will not affect those developments, managed from our Edinburgh office, that have just completed their five yearly revaluation surveys.

Although we were able to significantly restrict the percentage increase in premium this year, we can’t get away from the fact that it was influenced by the cost of claims. To ensure fairness throughout our portfolio, we have worked with our brokers and applied varying premium reviews dependent on claims. This means that those developments whose claims cost was particularly high last year will have a greater percentage increase applied than those whose claims have been low or nil. We do consider this to be the fairest way to spread the increased premium cost.

Our commission rates are unchanged from last year and these can be viewed on your Development Schedule in your online portal. If you do not know how to access your portal, please contact your local post office for guidance. If you cannot access our portal, we will be pleased to issue a hard copy on request.

Your new insurance schedule is also ready and has been uploaded to your portal. A copy is available from your local office if required.

We are delighted that we have secured such a good deal for our customers once again this year. We would also like to remind everyone, however, that of the need to ensure good maintenance within the home (bath and shower seals, washing machine hose connectors, overflows etc.) in order that the volume of preventable claims can be minimised.

We hope this information helps you to understand the annual insurance review better.


If you’d like to find out more about block insurance, you can contact your relevant office at Glasgow here, Edinburgh here, or Aberdeen here.

Out of Hours Emergency. Call us on 0333 240 8325 where our helpline operators will assist you


2 Thistle Street
AB10 1XZ




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



Gemini Crescent
Dundee Technology Park
Dundee DD2 1SW



4 Atholl Place



65 Greendyke Street
G1 5PX



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