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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

James Gibb Block/Buildings Insurance – Annual Review

Those of you who had their block insurance arranged through us last year will remember that we consolidated our portfolio before the May 2016 renewal and, as a result, extensively searched the market, though various brokers and insurers, to ensure the best value deal for our customers. All owners benefitted from an overall reduction in premium rate as a result of this.

On a quarterly basis, we meet with our brokers (currently Marsh) and our insurers (currently Allianz) to discuss key indicators such as performance, service delivery, claims history, changes in legislation etc. We are satisfied, as a result of these meetings, that the service provided is swift, efficient and straightforward. These are hugely important factors when dealing with insurance as we know that making a claim typically happens under stressful circumstances.

Of course, as important as delivery of service, are premium costs and it is our duty, as your Property Managers, to ensure we secure the best financial deal for you as well as ensuring the provider delivers on service.

On your behalf, we are delighted to have secured a renewal deal, with our current brokers and insurer, which imposes no increase in the premium rate from last year’s level. (The premium is calculated by multiplying the declared value by a defined rate).

This is, of course, great news. It’s not the only thing that determines the overall premium, though. There are some variables that are out with our control, such as Insurance Premium Tax (IPT).

When we renewed our policy last year, IPT was set at 9.5%. In October 2016, this was increased to 10%. This had no effect on your existing premium as IPT is charged at the rate in place at the time of renewal and remains for the duration of the policy.

In June of this year, the Government is increasing IPT to 12% but, since the renewal on the 28th May, the IPT on your renewal policies are 10%, a 0.5% increase from last year.


Peace of Mind

It is also important to ensure that the “declared value” of your development; i.e. the potential cost of re-build, is maintained at a level commensurate with inflation, rising costs of raw materials etc. Because of this, all brokers / insurers perform an annual index linked review of declared values. This year, we have agreed a modest 2% increase in declared value for most of our developments and this will be reflected in your overall premium. This annual index linked review gives insurers, us and you peace of mind that your property is fully covered in the event of a total loss situation.

This increase in declared value will not apply to those developments (mainly services from our Aberdeen office) that had a re-valuation survey performed within the last year.

Your new insurance schedules / certificates are available to view on your on-line portal accessed from our website. The certificate offers details of insurer, sums insured, premium, excesses etc. Your insurance policy is also available on our website, in the “Documents and Guides” tab. Commissions are unchanged from last year and are available to view on your development schedule on your on-line portal.

If you have no access to our website or portal and wish to see any of the above documents, please contact your local office for details.

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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