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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: How do we manage and allocate premiums etc?

Each year, we consult with our brokers (Marsh), in advance of our renewal date of 28th May, to ensure we secure the best deal for our customers. The best deal is, of course, a combination of cost, level of cover and quality/speed of claims response. In recent years, we have secured our policy with the insurer Allianz who have been able to offer each key requirement noted above.

When quoting for portfolio insurance products, our brokers/insurers follow standard industry practice by providing one quotation for the whole portfolio. Their resultant quotation is calculated by considering the total declared value (or sum insured) of the whole portfolio and assessing the recent claims history. Each development is allocated an insurance ‘rate’ which is set by our broker, at the outset of our management of the development. The development rate takes into account various risk factors such as postcode, flood plains and claims experience of the development and is reviewed each year by us and our broker.

This standard method allows our customers to enjoy the benefits of collective buying power in the insurance market without being negatively affected by higher claims in another development.

For example, here is a hypothetical table showing the breakdown of the insurer’s annual premium of 12,217.74.



In this hypothetical situation, let’s assume that, during the year, Development 5 had a significant number of high value claims and developments 1 – 4 had only low-level claims.

Because of the combined high claims value, our insurers increased our overall renewal premium for the following year by 2.2% where, had the overall claims been lower, a generic increase of 2% would have been applied.

The following table shows how the premiums may be allocated for the following year. (For the purpose of simplicity, we will assume here, that there is no index linked increase in the sum insured).




In this table, the overall premium has increase by 2.2% but the developments that suffered minor losses have had their rates altered to include a generic increase of only 2%. Development 5, on the other hand, has had its rate increase by a higher percentage to cover the additional premium costs.

By calculating individual development premiums in this way, our customers benefit from a value lead individual block policy whilst ensuring that there is no penalty for high claims elsewhere in the portfolio. After the premium calculations have been completed at renewal, insurance premium tax (IPT) currently at 12% must be added to each premium.

In addition to this, our brokers set the excess levels for each development. These tend to be fairly consistent but where we have developments with high levels of ‘escape of water between properties’ for example, excesses may be increased to ensure claims remain at a manageable level and to encourage good maintenance of individual apartments. This, in turn, helps to maintain attractive premium levels in forthcoming renewals.

If you’d like to find out more about Block Insurance, do not hesitate to contact any one of our offices.

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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