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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

Factor Floats Explained

We understand that the ins and outs of having a factor can sometimes be a little unclear. However, we want to help you understand matters easier and increase transparency, so you know exactly where your money is going and what we can do for you

The payment of a float is often an area that many people are unclear on, but it is important as it allows us to be in funds to carry out the essential maintenance and repairs to ensure your building is in top condition.

What is a float and why do I need one?

When a development appoints James Gibb as a factor or a new owner moves into one of our factored developments, we will normally ask you for a ‘float’ payment. We need to charge a float as we invoice you quarterly in arrears. The float is used to make sure that we have funds to pay qualified contractors for regular maintenance such as cleaning or gardening and also for carrying out routine repairs. We also invoice all our insurance charges in arrears (unlike many other property factors) so the float should meet this cost as well.

What will it cost?

The level of float required will vary depending on the type of development you live in, what services we have been asked to undertake and the expected annual expenditure. Typically, your float should equate to at least an average quarter’s costs, although it is always prudent to have a little contingency over and above this to cover any unexpected costs.

From time to time, we may ask you to provide a top up to the float payment as costs will inevitably rise over time due to inflation. We will only do this where the float payment we hold is not sufficient to cover the estimated quarterly expenditure for your development.

When you sell your property, your float is returned to you. This will appear as a credit on your final invoice.

If you need to know the exact amount of your float payment, this information is contained within the development schedule section of your Written Statement of Services.


Watch: Your float payment explained


More information can be found in our handy customer guide on property factoring. If you have any questions about your float, or other factor matters, please get in touch with the relevant office as detailed below.

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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