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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

Selling your home? We guide you through the factoring process

Moving home can be a stressful time for anyone with a seemingly endless to-do list. James Gibb is here to help guide you through the factor process required to ensure a smooth transfer of your factoring responsibilities, giving you one less thing to think about! Follow our factor guide when selling your home below to keep you on the right track.

Why does James Gibb need to be involved in the sale of my property?

Our Support Services team has a duty to liaise with the seller’s solicitor. We are there to make the solicitor aware of matters such as any debt on the seller’s account, any notice of potential liability on the property, any major works planned and paid for by the seller, the presence of a development sinking/ contingency fund, as well as block insurance schedules and to give an estimate of the annual factoring costs.

We are also there to provide copies of any certificates such as building warrants, Local Authority Certificates and warranties for any major work carried out by contractors. Owners are required to provide a minimum of 14 days’ notice to James Gibb prior to the settlement date of the sale. It is normal, and preferable, for the seller to contact us through their solicitor.

What happens to my account and charges when I move out?

All costs, fees, insurance premiums etc that apply, up to the date of the sale, will be charged to the seller. For on-going costs, such as monthly cleaning or gardening charges, insurance premiums and management fees, James Gibb will work out the daily rate and charge the seller only up to the date of the sale.

When will I receive my final invoice?

Since there is often a time lag between the sale date and the receipt of some invoices that have to be charged to the seller, it is not possible to produce a final invoice on, or around the date of sale. For example, this is the case with the quarterly utility bill. Our quarter end invoicing periods fall on the following dates throughout the year:


  • 27th February
  • 27th May
  • 27th August
  • 27th November

N.B The date of the final invoice depends on where the sale date sits within our quarterly invoice cycle. If the sale transfer date falls at least 2 clear months from our next quarter end, the final invoice will be produced at the end of that quarter. If, however, there are 2 months between the sale date and our next quarter end, you will receive an invoice at the quarter end detailing all known costs up to the date of sale (this invoice should be settled as normal). This will be followed by a final invoice at our next quarter end.

What happens to the float I’ve paid?

The float amount is included as a credit on the seller’s final invoice. The final invoice, however, may also include some on-going charges (utility bills etc) so the final invoice/credit will reflect the net amount owed or due. You can find out more about float payments and why we need them, here.

I’ve paid into a sinking fund, will this be returned?

When the homeowner first pays into the sinking fund, it will not be returned once the property is in the process of being sold. It is retained in the development account as development funds. It is often considered beneficial for a development to have a sinking fund to support major works and it is advised that the presence of these funds should be detailed as an asset in the sale of the property.

What fees are charged by James Gibb when I sell my property?

Fees are sometimes charged in order to cover the administrative costs involved in the transfer of property ownership, a charge of £25.00 plus VAT will be applied.


We hope that our advice and guidance will help to make the factor process when selling your home as smooth and stress-free as possible. If you want to find out more, you can view our full factor guide to selling your home here, or get in touch with your local James Gibb office.

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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