For several years, James Gibb did a good job of managing our residential block. Our property manager dealt with problems quickly and efficiently, and was always available when needed. But then the company had some staff changes, after which things went quickly downhill. Frankly, the level of service is now abysmal. When we try to report problems, our emails and phone calls invariably go unanswered. Our current property manager never visits the site. We constantly have to complain about the poor quality of the cleaning and maintenance, but it gets us nowhere. Worse, we recently discovered some safety-critical issues. We found that the maintenance of our lifts hadn't been carried out for several years, which meant that the insurance of the lifts was invalid. And also that the mandatory maintenance and testing of the fire alarm system had not been done. Apart from the obvious safety issues, I understand that this has put us in breach of the law. For a property factor to allow this sort of thing to happen is unforgivable. We've also had endless problems with the accounts. Our invoices often show charges incorrectly apportioned between the various properties; we've been invoiced for work that was never carried out; and we are constantly being chased for payment, even though we always make a point of paying the invoices as soon as we receive them. To be fair, when we raise these issues with the accounts department, the staff do their best to sort them out, but it takes constant vigilance on our part. (I get the impression that the accounts staff are just as frustrated as we are with the shortcomings of their systems.) Obviously the quality of service you get from a factor has a lot to do with the individuals you deal with. You might well get an efficient property manager who is on the ball. Our experience with James Gibb has been just the opposite.

Great professional service, made an overpayment by mistake which was dealt with swiftly, could not ask for more.

++++ Absolutely abysmal service - avoid using this company at all costs.++++ Constantly have to chase them for any updates, no pro-active approach whatsoever and more than happy to fob you off and blame someone else to avoid them having to deal with an issues they've taken 2 months to not resolve! Appalling.

We have had at least three managers appointed by James Gibb to look after our development, which has over 250 properties. It started out well, after we changed factors from Charles White. But then it went downhill after an unexpected resignation, and after a period of intense frustration, Marianne Peters was appointed. The change was apparent and Marianne is clearly very experienced and has a wealth of knowledge when it comes to factoring properties. She has been very quick to respond to my queries. One of Marianne`s strengths is to try and take proactive steps, limiting bigger expenses further down the line. I have also appreciated her effort to try and split heavier costs in a manageable way for owners. Additionally the finance team at James Gibb are willing to help with plans, as is needed, and this is particularly helpful at this time. The down side is that James Gibb do not always retain their experienced property managers and I hope that the company will look into this more. It also feels like on site visits are less frequent than when we first started with James Gibb, and we have unfinished work in our block after initial repairs, so there is room for improvement.

James Gibb made false written representations about property repairs during the purchase process, and ever since have tried to avoid the issue with long periods of silence and repeated excuses. On 28 April the development manager wrote to me stating “I will discuss this matter internally and revert back to you in full, in due course.” I had to keep chasing them up, then received this on 21 July: “All information has been passed to senior management and we will be in touch when we have confirmation on our final position on this matter.” I gave them an ultimatum and they didn’t reply at all. So I am expected to sit and wait for in excess of 4 months for a reply? And on other matters long periods of silence are met with excuses about people being on annual leave etc - then set up your internal processes so that the email accounts of staff on leave are covered by others who are not, like any normal company. There is extreme frustration in our development about this factor and we are taking steps to get rid of them. Money for absolutely nothing but problems. UPDATE: It turns out that James Gibb has a track record of legal breaches relating to very similar issues. Here is a decision of the Housing and Property Chamber of the First-tier Tribunal for Scotland making a Property Factor Enforcement Order (PFEO) against James Gibb in relation to failures to keep homeowners informed of roof repair work progress, failures to provide timescales for completion of roof works, failures to recommend the input of professional advice at an early stage in the process, and failures to respond to the homeowner's enquiries and complaints within prompt timescales (Berezovskaya v James Gibb Residential Factors, FTS/HPC/PF/22/0025 & FTS/HPC/PF/22/0668 (12 December 2022). All very familiar and shows that, even though losing in the Tribunal, James Gibb ploughs on making the same mistakes again. All over their website they say "James Gibb: doing it the right way". What a complete and utter joke.

Great first rate service for the factors letter which Karen did the same day for me.

Extremely frustrating experience, calls not returned and several emails un answered (over a few weeks of trying)…feel like James Gibb don’t care unless it’s about when paying their invoices. Would appreciate if someone came back to me from this platform.

We were initially concerned about James Gibb taking over the factoring of our development. However as time has passed the level of service and attention has continued to improve. Long may it continue.

I moved to Cove, Aberdeen a month or so ago. It's very nice here and I live in a really nice apartment block. The building is cleaned nicely on a regular basis and kept to a high standard. However, the areas outside tend to get a lot of rubbish accumulating along with cigarette butts which are all an eyesore. I asked James Gibb if the cleaning team could look at the outside areas and also sweep the communal bin areas which I believe is supposed to be included but hadn't been done for a while. I also requested a few light bulbs be changed in the block. I am pleasantly surprised to report all the above have been actioned swiftly and applaud any company that actually acts upon any concerns from it's customers. It makes such a difference when the outside looks as clean and tidy as the inside. Thank you Phil for taking my email seriously and organising such a positive response.

If you like wasting your money, and playing where’s Wally with your Scarlet Pimpernel of a development manager, roll right up! We are now 8 months waiting for a repair, water pouring through our ceiling and electrics. They’ve had all three quotations for months (I’ve got the proof). Yet according to them they are still waiting for contractors to gain access for quotes?! Then we have the mysterious £13k worth of development debts which no one will explain due to GDPR. Then you get a lovely bill having to pay the debts which you’ve no idea about, but they ‘follow their procedures’ - they don’t. Don’t let me forget about the monumental mess our development manager made of the carpark. Which has meant us having to go to a solicitor due to their incompetence. How he didn’t get fired is beyond me… which takes me nicely to my last point. If you see our development manager, can you let him know I’ve left him voicemails and emailed him for EIGHT MONTHS, I’d like my roof fixed PLEEEASE. P.S if you follow their complaints process….they take over a whole month to even acknowledge a stage 2 complaint. It’s ok though, within that time I’ve prepared my tribunal application. In conclusion, don’t even entertain this company, you get absolute nonsense information back, and if you try to find out anything about your development they will throw GDPR at you :-) REPLY TO JAMES GIBB - None of the work mentioned above requires any other householder to make any decisions. I have had to arrange repair works with a contractor because James Gibb have failed to do so for 8 months. I’m terms of Carpark, which again required to householder to make a decision - James Gibb falsely stated that all deeds had been reviewed and the carpark had nothing to do with us - yet 5 years previously charged us all for repair works. Also, I’ve noted that there is zero sign of an apology there.

I'm very happy with the service they provided . They managed to sort my problem out very quickly . Thanks

As a factor they are quite appalling. I have been waiting years for essential repairs and have to wait weeks, sometimes months for even an acknowledgement email. I wouldn't ever choose them as a factor as there can't possibly be another one out there that's worse. Unfortunately I'm stuck with them.

Had an issue with Sky (along with other homes). James Gibb sent a contractor out with real pace and urgency. The problem has now improved. Really good service and very happy with how this issue was resolved. Thanks!

Have had real issue with James Gibb, and their customer service is terrible. We were previously managed by LPM. We were paying a direct debit to LPM bank account and continued to pay into that account as had not had anything from James Gibb, when they took over LPM, to change payment details. Last year we were advised we had arrears. My wife spoke with them who advised that we were paying into LPM account. Gibb advised they sent her an email advising of change of payment details. My wife advised them we had not received an email an could they re send it. No email was ever re sent. She also advised money going to LPM and not coming back, Gibb said they investigate and get back to her. Had not heard anything back from Gibbs until June 2023. When we received a solicitors letter for payment of arrears and £199 solicitors fee+ £30 late payment fee were added to bill. Since June we have been trying to resolve this with James Gibb with very little communication from them. Can't get in touch with them by phone and have emailed specific people several times asking them to call or my wife, no call from them. I have now had to pay the bill with the additional fees as will as having paid approx £250 into an account that is closed, and no money returned from it, as Gibb advised only recently it would have bounced back. My bank informed me it hasn't and are looking into it. I am not the only resident this has happened to, and no-one has had money returned from allegedly closed LPM account!! As a scheme we are approximately paying £1000 a month for their services, and several residents have complained about working not being done and have contacted Gibb but had no reply. This is the worst company I have ever had to deal with, taking folks hard earned money for their services. What services, their staff can't even contact me to resolve our payment issues or advise of the investigation they said they would carry out and still not heard anything so no idea where our £300 paid into LPM account is. James Gibb get your act together.

I've been trying to get a refund of an overpayment for three weeks, I've sent proof of the payment which was paid in 2017. The company who sold us the house also sent details of the payment and I've forward this on too. When asked why I'm not getting a refund, they said it being investigated!! What are they investigating, they have all the proof needed. When I ask the above question the emails are not getting answered. I'm at my witted end in trying to get my refund. They've no valid reason to hold on to my money. Its absolutely disgusting!!! UPDATE!!@ Recently I've been contact which was last week, telling me that the refund will be in my bank account that week. This week I'm still waiting on this refund. We went down to the office to try and get answers as the emails I wrote were being ignored yet again!!. The doors were closed, then someone came out and would let us in. The guy took my husband to a bench outside the building, he told us it should be in the bank by Monday next week. He was asked why did we get told it was going to be in our bank last week. Oh I can't answer that he said. He's supposed to be the manager, do why can't he invest why? I'm getting increasingly frustrated by this firm who has had my money since the 14th July. Why do they have a problem with refunding money to the people the owe??? Something fishy going on especially when he wouldn't let us in the building to discuss in an office. 😡😡😡

I have had several email conversations over the past couple of months with Mariola Popko with regard to a leak into our lounge ceiling from the bathroom of the flat above. Mariola has gone out of her way to be helpful and has dealt with the issue most efficiently. That is exactly what you want from a property manager.

Heard lots of negative things about James gibb!.... But I really can't fault! Emma ( our property manager) She responds to emails quickly and keeps me updated on issues I've raised with her.. I feel confident if a huge problem arose ,concerning my property within the block,she would be more than helpful.. .... Can't comment on other factors,but right now I'm happy to remain with them x

Gibb have been our factor for 2 years and they are awful. No clarity on billing, no information on upcoming works. Disputed items on bills not dealt with until next bill. Lack of response to emails and phonecalls.

James Gibb are not perfect but do a good job in very difficult circumstances. Our complex unfortunately is caught up in the cladding crisis and the support received from James Gibb has been good. The development manager Jason Miller, is very supportive, knowledgable and approachable. Jason is responsible for several developments and perhaps some admin support would be very useful but overall happy with the service we receive.

Sent 7 emails, and all unanswered. Decided to phone Edinburgh office Monday morning 10am 17/7/23, recorded message stating the office is closed. Tried again same message but if emergency press 1, tried that and just rang out, gave up after 10 minutes. So no one replying to emails, and no one answering the phone, very poor.