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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

COVID 19 Update

COVID-19 Customer Update  08/04/20

The James Gibb Team hopes that all our customers are managing to keep safe and healthy during these difficult and strange times.

We are now half way through the third week of lockdown and we can report that all our staff are continuing to work efficiently from home.  Modern technology has been invaluable for us to continue our business successfully and remotely.

As we have said before, though, our current restrictions don’t allow us to carry out mass print runs so we are unable to directly contact those who haven’t signed up for e-comms or who have no access to the internet.

We would, once again, encourage those, who have not already done so, to sign up for electronic communications by emailing and to sign on to your James Gibb + Portal using your account number and JG+ ref (available on direct communications and invoices). The Portal gives detailed information about what’s going on in your development. (Most importantly, what services are ongoing at your development during COVID -19). Thank you to the many who have recently done so.

If you do know of any friends, family or neighbours, who are James Gibb customers, please let them know how to receive our communications.

One of the biggest challenges we have faced over recent weeks is ensuring that we continue to provide the routine maintenance services you normally enjoy; gardening, window cleaning, stair cleaning etc.

We are pleased to report that, in the vast majority of cases, routine services have not been significantly disrupted. We have spoken with all our suppliers to ensure that they perform a COVID-19 risk assessment before entering site and whilst on site. This will include solo driving to site, ensuring social distancing at all times and wearing Personal Protective Equipment as required. Where services are reduced, perhaps due to lack of staff, we are asking contractors to ensure that their focus is on those areas that relate to health, safety and welfare e.g. bin stores.

Our Development Managers are working closely with all contractors, on a daily basis, to ensure they know what services are being delivered and that we (and therefore you) are only charged for the works done.

We are also working closely with our Statutory Testing Providers – emergency lighting, smoke alarms, lifts, sumps, pumps etc.  In most cases, these are continuing to be carried out where safe and within government guidelines.

Finally, for the moment, we recognise that this current climate may be financially challenging to many but could we ask that those who have still to settle your latest invoice that you do so. Our remit is to ensure funds are available within your development to continue the supply of services. Our on-going services rely not just on the availability of our contractors but also on the availability of development funds to pay them.

If you are experiencing financial difficulties, at the moment, please contact our Income Recovery Team at or by telephoning 0333 240 8325 where we’ll be happy to discuss payment arrangements with you.

Thank you for taking the time to read this and please be safe.


The James Gibb Team.

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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