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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

Scottish Government Seek to Review Multi-Storeys in Light of Grenfell Tower Fire

In light of the tragic Grenfell Tower fire in West London last week, the Scottish Government has promptly responded with a letter to all housing associations and social registered landlords.

The letter was issued by the Minister responsible for Local Government, Housing and Building Standards, in a bid to take action as soon as possible. Although as yet there has been no definitive confirmation has been made about the cause of fire, building products used or what caused the fire to spread, the Scottish Government is looking for the UK to carry out a full investigation, with findings to emerge in due course.

In the meantime, in Scotland, the Cabinet Secretary for Communities, Social Security and Equalities will be reviewing the Scottish regulations to ensure they are robust.

Areas of consideration

The main area the Scottish Government is currently looking into are those with buildings which have floors over 18 metres above ground (high-rise). In particular, however they are seeking information from all housing associations and registered social landlords to ascertain the original construction of these buildings and establish any remedial works carried out, along with details of the materials and construction used.

James Gibb Factored Properties

Although Factors / private residential dwellings are not included in this review, at James Gibb residential factors, we are carrying out a similar review of all relevant properties.

At present, we have very few buildings within our portfolio that match the high-rise criteria of this review. Although we are confident that we comply with all relevant safety requirements in our day to day duties, we are currently performing a full safety review which includes special attention to the construction of any clad buildings within our portfolio.  Although unlikely, if our investigations show that any building has been clad in inappropriate materials, we will convene urgent meetings with homeowners.

Safety and transparency are key for us when it comes to carrying out all factoring duties. We have thorough processes in place to ensure all remedial works carried out are not only necessary and agreed, but that the contractors sourced to complete works meet health, safety and quality standards.

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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