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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 enquiries@jamesgibb.co.uk 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 www.jamesgibb.co.uk.  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.

Regards
Directors Office

Accounts and Financial

To create trust and confidence in our modern and forward-thinking property management and factoring organisation, we actively promote and demonstrate honest, transparent and accountable financial management in everything we do and we always keep our customers fully informed.

At James Gibb, the aim of our Finance Department is to ensure that service charge funds are accounted for in a timely and accurate manner, providing complete financial transparency on development expenditure for our customers.

Dedicated development financial management

Our Finance Co-ordinators work closely with our Operations’ teams to prepare and administer quarterly, biannual and annual service charge accounts. They also assist in preparing annual service charge budgets, which set out the estimated running costs for the coming year. Regular management accounting information is reviewed to enable expenditure to be monitored and controlled.

To financially plan for major projects such as painting schemes etc., we can arrange a Sinking or Reserve Fund for the development. Such funds are held in individual, ring-fenced trust accounts, in the name of the development.

Payment terms

Invoices are due for payment within 14 days of despatch. 

Payment options

At James Gibb, we understand that everyone has different requirements when it comes to selecting a method of payment. For this reason, we offer a diverse selection of online and offline payment options to ensure customers have complete payment flexibility.

Payments can be made online at James Gibb+ by Debit Card or Credit Card or, via the JameGibb+ App.

Payments can also be made by: Bank Transfer; Standing Order; Cheque and Direct Debit

Learn more about how to pay your account from overseas at Customer Support

Paperless Direct Debit

Whilst we already offer Direct Debit as a payment method, the introduction of paperless sign up makes the Direct Debit instruction process more efficient and much easier, as it removes the requirement for paper-based transactions and their associated administration.  The move away from paper-based transactions to a more efficient automated process, realises many benefits for you, such as:

  • Safe and convenient way to pay a service charge account.
  • Never forget to pay a service charge account.
  • Avoid reminder letters and late payment charges.
  • Protected by the ‘Direct Debit Guarantee’.
  • Flexibility to pay monthly or quarterly.
  • Advance notification ahead of agreed collection date.
  • Future-proofed as traditional payment methods are phased out.
  • Environmentally friendly.

Regular financial reviews are undertaken to ensure Direct Debit payments are accurately reflecting the requirements of the Development.

Make life easier and cleaner. Sign up for paperless direct debit.

Log on at James Gibb+

Talk to one of our finance team on 0333 240 8325

Register for e-billing

James Gibb sends client correspondence by email. It is a key objective of our Sustainability Policy to continually strive to develop a more sustainable business operation. To help achieve this objective, we continue our drive to achieve paperless billing. Register for e-billing

Income Recovery

The timely collection of service charge funds is vital to the ongoing management of a development and our Income Recovery team follow robust collection procedures to minimise the impact of non-payment on development funds.

Should you at any time experience difficulty in settling your account within the payment terms provided, please contact the Income Recovery Team to discuss, on 0333 240 8325.

Direct access to information

Delivering on the expectations of honesty, clarity, quality and operational performance, our customer care culture concentrates on creating positive and effective communications with our customers, resulting in constructive customer service interactions and beneficial outcomes.

At James Gibb, we ensure that our customers have direct access to information and assistance whenever it is needed. 

Find out more about James Gibb+

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