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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

Get to know the role of Support Services at James Gibb!

You will most likely be familiar with the role of your Property Manager, but do you know what goes on behind the scenes to support them and the business? Support Services is an integral part of the James Gibb ‘one-team’ approach which helps our offices to provide an all-round service to our clients. Let us introduce you to the role of our Support Services team.

What does Support Services do?

Our Support Services team work hard behind the scenes at James Gibb to ensure the business runs smoothly and we can maintain our standards of excellence every day. Here are just a few areas they focus on within their individual departments…


The Accounts Team deal with high volumes of work producing and issuing your quarterly invoices, processing and paying contract invoices for the work that is done at your building or development, processing payments received from our clients, dealing with queries, handling utility companies, reconciling bank accounts, and much more.


Our Administration Team works across all three offices in Glasgow, Edinburgh and Aberdeen. They’re usually the first contact you will have with our offices whether that’s in person or on the phone. The team works on doing lots of background work including updating contact information for clients, processing property sales and liaising with solicitors, issuing welcome packs to new clients, updating the client portal and more.


Compliance is a priority to us at James Gibb, as it should be in any business. We work continuously to ensure that we comply with all relevant legislation such as The Code of Conduct, HR and internal procedures. We constantly strive to improve our internal policies and procedures whilst improving service delivery to our clients.

Staff Training

We believe that investing in the people of a business is a key factor for success. In order to do their job properly, all staff have to be given good training. Our staff are supported in their roles by the delivery of ongoing training across the company. We have been working hard on delivering the best training possible and we have recently launched our new e-learning staff training system. We know that investment in staff training means a better overall service to our clients, and look forward to reaping the benefits from this new digital training platform.


It is paramount that we keep up-to-date with technology to provide you with a better service and to ensure that our staff can do their jobs efficiently. We do a lot of work to constantly improve our systems to ensure that this happens. We also work with our software and hardware companies to improve and enhance our systems and our efficiency.

Human Resources

We understand the need to have proper systems in place to ensure that all staff are supported and that we comply with all employment legislation. Our HR team handles recruitment, induction programmes, contracts of employment, training programmes, and support staff with issues plus more.

There’s much more that goes on behind the scenes at James Gibb, and these are just a few teams that help us deliver a fantastic service to our customers.

You can meet the Support Services Team here.

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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