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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

Coronavirus – COVID -19 Update

COVID -19 – Update week commencing 30th March 2020

We, as your Property Factor, have our challenges in this current climate and we are sure most of our owners will recognise this. Our Group Managing Director, David Reid, is President of the Property Managers Association Scotland and Nic Mayall, our Operations Managing Director, is the Vice President of the Association. We can, via this platform, seek to establish information from Scottish Government and other member firms within the industry to understand if there is a consistent position, to ensure we are delivering to our customers the correct approach. We have been liaising with other factors directly and, as expected, they are facing a common challenge. The firms we have spoken with have indicated a similar approach as below.

Key points for homeowners to recognise are:

  • Current Government guidelines indicate that services such as gardening, cleaning, window cleaning etc. can continue, at present, if the social distancing rules can be applied. This includes travelling to site with no more than one person in a van. Whilst some of our suppliers can do this, a number are unable to do so and, indeed, some have a current lack of availability of staff. In such cases, services will have to be withdrawn. We are monitoring this situation on a daily basis and trying, where possible, to appoint alternative contractors although this may prove difficult.
  • We are liaising with Associations/Committees, where they exist, and are communicating with our clients electronically via email, our web site and portal, James Gibb +. You should check these communication platforms, if you can, on an on-going basis. If you know of neighbours who cannot access the internet, we would ask that you keep them up to date with our communications. As all our staff are working from home, it is currently not possible to produce mass copy print runs of letters etc.
  • Where no Association/Committee is in place and we have limited ways of communicating with all owners in the development or to gauge the collective decision of all homeowners, we are having to make some decisions, which in many cases the deed of conditions allow us to do. We cannot simply make a decision on the say so of one or two owners’ opinion, as opinions, so far, have varied dramatically.
  • Following removal of COVID-19 restrictions, some of the potential cost savings from non-attendance may have to be utilised for tidy up exercises when services recommence but this will be communicated when the time comes and in consultation with homeowners.
  • Where we have site staff, (house manages, concierges etc), we are following government guidelines and will ask them to work from home. Many have the lap tops and telephone communication which allows them to do so. In some cases, the site staff are returning to site in quieter times to carry out essential duties, as an example, bin rotations, security inspections, site report.
  • It should be noted that our remit is to manage the development for and on behalf of owners, administering the management of the development/block. This includes all financial matters, information exchange, managing enquiries, managing invoicing and debt control, managing insurance claims and managing services. These services are continuing as normally as possible and you can be assured that we are doing everything we can to minimise disruption during this difficult time. If a supplier cannot not attend site, we can confirm that no charges will be made or passed to owners.
  • We confirm that where we have site staff (house managers, concierges etc) and the above process of working from home and attending site continues, this will be invoiced as normal. Where working from home is not possible or site presence is not possible, we will provide further information. Your development manager will confirm the status via the communication platforms stated above.

If you have any urgent queries, please contact us at or by telephone, 0333 240 8325.

Yours sincerely

The Directors Office

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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