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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

New Buyer Guide – What is a Factor and why do I need one?

Some of our customers, particularly new  buyers who have not experienced communal living before, have asked us to explain what a Factor does and why they need one. Here is a short guide on our key frequently asked questions.

What is a Factor?

A Factor is a Property Manager who has been appointed to manage the communal areas within a development of flats and/or  houses. The Factor will co-ordinate and arrange repairs, maintenance, and improvements to the communal areas on behalf of property owners. In most cases, the Factor will also manage communal insurance policies.

Why do I have a Factor?

Some of the reasons why you may have a Factor are:

  1. The Deed of Conditions for the building or development stipulate it’s a legal requirement.
  2. The required number of co-owners in your building or development have voted to appoint a Factor in accordance with the Deed of Conditions.
  3. The co-owners within your building or development may have attempted to self-factor, but found co-ordinating repairs and maintenance, together with collecting the necessary funds from all co-owners, problematic or unsuccessful.

Having a Factor is extremely beneficial to manage communal areas and funds.

What areas of my development are managed by the Factor?

Each of our managed developments has an associated written statement of services and development schedule which identify the Factor’s areas of responsibility within your development.

A few examples of what is covered include:

  • Garden maintenance including planting tries, flowerbeds, ornamental features and garden furniture
  • Parking areas, cycle racks and bin stores
  • Gutters, downpipes, drains and sewers
  • Communal overflows
  • Main water supplies
  • Roofs, tiles and common area windows and doors
  • Common internal areas and lighting
  • Common security systems
  • Insurance- buildings, property owner’s liability, lifts
  • Play areas and common landscaping

What are my responsibilities?

If you live in a block of flats or property with areas of common ownership, you and your neighbours will be responsible for the ongoing costs of repair and maintenance of the common property and grounds. At James Gibb, we will manage the following works on behalf of the co-owners:

  • Repairs, improvements and maintenance to common parts of property (e.g. roof, stairs, gutters, drains, fabric of building)
  • Grounds maintenance to common ground (e.g. grass cutting, weed spraying to common ground, pathways, shared parking areas)
  • Services (e.g. communal lighting, stair cleaning)
  • Lift repairs, maintenance and Insurance
  • Applications for Grant Assisted Funding, where available and applicable.

What is covered in my management fee?

A few examples of our Factors duties are:

  • Inspecting the development on an on-going basis
  • Producing proposals, gathering quotations and other information for proposed works
  • Arranging routine repairs and maintenance projects
  • Maintaining a list of approved sub-contractors and assess their performance on an on-going basis
  • Ensuring best value for customers and ensuring works are completed professionally, legally and safely.
  • Having a dedicated property manager to respond to your queries and liaise with co-owners with regards to repairs etc
  • Ensuring all communal costs are properly apportioned between relevant owners
  • Paying all contractors quickly (usually(within 14 days)
  • In most cases, arranging communal block insurance policies and Property Owners Liability Insurance.
  • Ensuring the income recovery team actively pursues non-payers

In addition to this, we will attend committee meetings and AGMs and, if required, produce Minutes and distribute to co-owners. We also produce quarterly invoices and newsletters for all customers which we highly encourage to be received via our website or our James Gibb plus portal, as it is a much easier, secure and more convenient way to make payments and view your information in one central place.


Please see our full guide to frequently asked questions here.

This should be referred to in conjunction with our written statement of services. To find out more information on the services we provide and how we can help contact us on:

Glasgow – 0141 552 2230

Edinburgh – 0131 229 3481

Aberdeen – 01224 650 600

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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