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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

Make us a 'safe sender' 

Make this a 'safe sender' email address! 

When we issue your service charge invoice from our email address, we receive an extremely high number of emails into our general inbox, which can take some time for our staff to process and forward to the relevant personnel who ensure a speedy and helpful response to your enquiry. To speed up our response process and better direct you to the personnel best qualified to action your enquiry, we are making some positive administrative changes. 

Regional Offices - direct response email  

From September, our invoices will be sent to you from our email address.  As a no-reply mailbox you will not be able to automatically reply to this email address.

Instead, a link to your regional office email address will be detailed in the body of your email. Using this address, means that your email enquiry will be immediately directed to the regional office responsible for the management of your property.  

Your email will be picked up by our Property Portfolio Teams consisting of Development Managers, Property Assistants and Property Finance Assistants, who are best placed to assist you. This change should reduce the time taken to respond to and action your enquiry.

Put on your ‘safe sender‘ list

To ensure you receive your next invoice please make a ‘safe sender’.  This will ensure that invoices relating to your property drop into your inbox and not into your junk or spam folders. Your email provider will have their own instructions for adding an email address to your ‘safe sender’ list but please click here for some helpful, general information on how to do this.

James Gibb+ app

At James Gibb our ‘think customer’ culture concentrates on creating positive and effective communications with our customers. The James Gibb+ app can be downloaded from Google Play or Apple Store and when you save your login details, you will receive a personal notification any time we send you an invoice or, upload a blog regarding your development.

James Gibb residential factors actively promotes honest, transparent and accountable property management and factoring services and always keeps customers fully informed. 

James Gibb doing it the right way 

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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