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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


With the increasing concern regarding the COVID-19 coronavirus outbreak, James Gibb residential factors would like to assure our clients that we are monitoring the developing situation and have resources in place to provide you continued service in any type of contingency arrangement.
At this moment in time, all our offices will remain open and we continue to follow both government and NHS guidelines. However, this situation may change and, for this reason, we are implementing contingency plans which will allow staff to work from home if required. Should this occur, staff will still be able to receive and respond to e-mail communication and we will also ensure that telephone coverage is maintained.
The well-being of our staff, customers and contractors is of absolute priority, and, to this end, we have decided to implement the following contingency measures:

  • The situation with the COVID-19 outbreak is constantly changing and communication with all our clients is important. Going forward, it will not be practicable to send out updates by hard copy so all further information will only be available via our website, client portal or by e-mail. If you don’t ordinarily make use of these online facilities, you may wish to do so in order that you receive all future client communications regarding this situation. If you are aware of any neighbours that may not have access to the internet, you may wish to share any information we provide directly to them. You can sign up for e-mail correspondence via the client portal or by e-mailing us at .
  • All site inspections will be suspended for the time being. As usual, if you do see something that requires our attention, please get in touch through the normal channels.
  • Until further notice, and in the interest of employee and client safety, we will not be attending AGMs or non-essential client meetings. We are currently looking at remote conferencing facilities which may be an option for some meetings should the current situation be prolonged over a longer period of time.
  • We are currently checking with all our approved contractors to ensure that they are taking all possible measures in line with government recommendations for the safety of their own staff and our client base. Whilst we hope that there will not be any immediate impact on repair and maintenance works being carried out, we cannot guarantee this, and some jobs may be affected in the short-term.

We will continue to follow developments on a daily basis and will ensure that any further information is clearly posted on our website and client portals. Thank you for your continuing co-operation and understanding.

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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