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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

Property Management

James Gibb residential factors manage a property portfolio of over 48,000 residential and commercial properties and retirement homes throughout mainland Scotland, including Central, East and West of the country together with Dundee, Angus, Perthshire, North and East Fife and the North of Scotland spanning Aberdeen, Inverness and surrounding areas.

Since 1872 James Gibb have been providing exemplary property management and factoring services to homeowners and homebuilders. In so doing, we consistently meet the standards of practice demanded by the Property Factors (Scotland) Act 2011 – Code of Conduct. 

James Gibb provides 24 hours emergency cover and following discussion with homeowners will arrange to operate ten-year maintenance programmes.

Additional property management and factoring services include:

  • Buildings and Public Liability Insurance
  • Building Surveys and Insurance Valuations
  • Fire Equipment and Lift Maintenance Programmes
  • Internal & External Redecoration Programmes

Our written statement of services document will confirm the requirements for this work out with core services.

Dedicated development management

James Gibb provides each development with a dedicated team led by a Development Manager who visits the development on a regular basis to review appointed contractors’ standards and highlight any remedial works required.

The Development Manager is responsible for contract tendering, arranging annual risk assessments to ensure safety within each development and working with homeowners in the preparation and management of long-term maintenance programmes to pro-actively sustain property values.

Maintenance and repairs programmes

As well as facilitating general property repairs, James Gibb will assist in managing various maintenance programmes to ensure continued operational performance and compliance with Health and Safety regulations.

Maintenance programmes can include:

  • Gymnasiums
  • Water Tanks and Water Pumps
  • Lightning Protector Systems
  • Roof Line & Anchor Systems
  • Roof Safety Systems
  • Car Park Access Doors
  • Barriers and Ventilation Systems

Grounds maintenance programmes

Grounds maintenance programmes are an integral part of the James Gibb service offering and we work tirelessly to deliver expert, contracted maintenance programmes across many different aspects of the development.

Planned maintenance programmes are regularly designed around such areas as:

  • Play and woodland areas
  • Drains and sewage systems
  • Private roadways
  • Lighting systems

Internal and external cleaning services

At James Gibb we fully understand that first impressions are important and we provide a variety of internal and external cleaning services for such areas as stairs, windows and gutters.

Emergency and out of hours service

A 24 hour, 365 days a year emergency service is available for properties for which we provide the buildings insurance.

Each emergency call is handled by property professionals who have a portfolio of approved contractors with the ability to deal with all types of emergencies.

This customer service facility greatly improves customer satisfaction ratings.

Concierge and security services

James Gibb provides Concierge and Security services including CCTV, Door Entry Access Systems and Gate and Shutter maintenance.

Additional property management and factoring information is available at Homebuilder and Homeowner services. Alternatively, check out our Homebuilder FAQs and Homeowners FAQs

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James Gibb doing it the right way
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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