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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

Insurance

James Gibb arranges insurance cover for developments across our portfolio. Due to the size of our portfolio, we can negotiate competitive rates from some of the leading insurance companies and we work with our brokers to source an appropriate policy in terms of both cover and cost, for our homeowners.

Most of our developments entrust us to arrange their communal block insurance policy. In addition, we will arrange engineering insurances where necessary to cover passenger lifts (including statutory inspections) and any other plant and machinery. Regular insurance revaluations (normally every 5 years) are carried out to ensure the building sums insured are up to date. Through the intervening years, we will normally apply an index linked increase in declared value to ensure on-going re-build cost compliance.

We work to ensure claims can be dealt with in a timely and efficient manner and conduct regular management information reviews to track and progress insurance claims.

Buildings Insurance

Buildings insurance provides cover for the costs of repair damage caused by insured events such as storm damage, fire, vandalism and flooding. Many of these events can be unforeseen and out of your control. 

The Buildings Insurance Policy covers the fabric of the building along with any communal areas. It does not cover contents within an individual property.

The majority of insurance claims handled within blocks of flats are due to damage caused by the escape of water.

Such events can lead to considerable stress, disruption and possible conflict between neighbours. Many of these events can be easily avoided by on-going routine maintenance by the homeowner.

At James Gibb, we promote proactive property maintenance. In partnership with our insurers, we communicate information regularly to homeowners, to help them prevent insurance claims. 

Block Insurance explained

At James Gibb, we appreciate that block insurance cover can be quite complex and the circumstances that lead to an insurance claim can be stressful at times. For this reason, we have created our very handy customer guide Communal Insurance Cover and Claims Process to ensure customers know what is covered and how the claim’s process works. Generally, our customers find this guide to be helpful and that it answers any questions they may have.

For further information, please email us at Customer Support

Alternatively, you can contact us using the online enquiry form below.

Property Owners Liability (POL) Insurance

POL Insurance is included in our buildings insurance premiums for flatted developments.  For those in houses with communal areas within the development, POL is the only form of insurance we normally require to have in place.

POL Insurance covers legal liability for injury to third parties within the communal areas.

Simple examples of potential claims could be a tile falling off a roof and hitting a passer-by or a visitor tripping on an uneven surface. As these areas are common or mutual areas under ownership of the collective Duty Holders (Homeowners), this insurance will protect homeowners against any liability claim following injury or other.

Commission explained

It is normal for factoring businesses and their brokers to take a commission on insurance products. Significant time is required, and dedicated, within James Gibb, to ensure that on-going support is provided, that we engage with our brokers and insurers on claims analysis, statistical evaluations and risk analysis. By doing so, we aim to continually mitigate insurance losses, thereby reducing policy losses and allowing us the opportunity to negotiate more favourable terms at renewal.

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