Skip to main content

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

Introducing our new Aberdeen Operations Director, Suzanne Cameron

We would like to welcome Suzanne Cameron on board, our new Operations Director at our Aberdeen office. Get to know Suzanne below…

Introduce yourself and your role in James Gibb:

As Operations Director of the Aberdeen office, I am responsible for the maintenance, management and development of the property portfolios and property managers at James Gibb Residential Factors. I ensure that the operational side of the business is run in a manner commensurate with the firm’s core values; integrity, quality, performance, clarity. I am mum to Daniel who is eight, and who is my reason for continuing to challenge and push myself in my career.

Tell us about your background:

I began my career in the oil and gas industry, working for a Norwegian engineering contractor in an administrative capacity, before moving into HR. From here I found my passion for people; working with people and supporting them, and my journey in recruitment began with an established agency based in the heart of Aberdeen. This was my home for approximately 10 years, and I built my knowledge of commercial disciplines, to a senior level. As my time in the recruitment industry strengthened, I came to realise that my driver was ensuring a high and consistent level of customer service delivery. I was fortunate to be offered a position, still within recruitment, but focusing on account management and development; an opportunity that allowed me to fuse my two loves.  Following a period of 3 years, and the market downturn, I took the decision to move out of recruitment, and into occupational health, where I remained focused in an account management role.  Following 12 months in this position, I was presented with an opportunity to develop my career further, an opportunity that would afford me the position as Operations Director with James Gibb Residential Factors.

What does an average day for you look like?

As Operations Director of the Aberdeen office, I have a daily focus on operational aspects of the business; team management, service delivery assurance for our development portfolio, marketing, proposals and commercial negotiation, business development, growth strategy, financial management, and supporting the Managing Director with group lead initiatives.

What is your favourite thing about working with the James Gibb team?

I am very fortunate to be working with a team of individuals who share a passion and thirst for ensuring customer service excellence.  I was attracted to the business because of the Vision; To be the No.1 residential factor of choice in our operating regions; by the Mission; to provide our customers with an exemplary service package in order that, together, we can maintain and enhance the communities in which they live and underpinned by our values; integrity, quality, performance and clarity.

What’s the best thing about being an Operations Director?

For me, the best element of being an Operations Director is where I am placed in the business; to have the authority to lead the Aberdeen office and work with senior management on strategy, growth and future planning for the business as a whole, whilst playing a key role in day to day service delivery for our clients.

What plans do you have for the future of James Gibb?

I am committed to working closely with the Aberdeen team and senior management to achieve our vision through the commitment of ensuring we deliver our service in alignment with our values every day.


Get to know the Aberdeen office 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



Find out more about how we use cookies to help deliver the best experience for you.