Karen Ferguson of James Gibb, Factors, Edinburgh dealt with my enquiry quickly and effectively. A successful outcome was reached due to her prompt action.

James Gibb Edinburgh has been our Property Factor for a number of years. We have had a mixed experience over that that time with on occasion a less than satisfactory experience where we have had little or no communications outside of the contracted billing and required notifications. They always dealt with urgent issues or problems to a satisfactory standard. Unfortunately we had 3 different Estate Managers in a relatively short space of time, none of whom made any real impact on the management of our estate. In fact, our sinking fund was in excess of £100k as no one had been progressing general improvement actions - it is worth noting alongside this that the estate had not had a committee in place for some time. In July 2022 outstanding actions were documented and an Estate ‘Steering Group’ was formed. Marianne Griffiths took over as Estate Manager in November of 2022 and attended site within her first few weeks of managing the estate. We ran through the outstanding actions - some contractual issues, some general improvement work which was long overdue. Since Marianne took over we have seen a significant improvement in actions being progressed, maintenance contracts being re-tendered and a formal AGM being held in February 2023. We have now formed a Committee and Marianne is working with us to ensure our estate is well maintained and has scheduled a number of outstanding works. Marianne is knowledgeable, sets our expectations and has proven to be an extremely valuable member of the James Gibb Team. I would like to thank Marianne for her support and look forward to working with her in future.

Work carried out by David McCallister to finally identify charging issue for garages within greenbank village (west) development is much appreciated

I have lived in Greenbank Village West for twenty years. During that time I seen Property Managers with James Gibb come and go.Most of the time vey little was achieved. That was until our latest Property Manager David McCallister took over! What a transformation.David has managed to resolve a long standing problem we had regarding the electrical Meters in the garage blocks,Overseen the complete changeover of the lighting system in our hallways and several other projects. Many thanks David for all your hard work.

I asked for my bills to be posted out due to my email address being an old one and I was told this wasn’t possible. I was then taken to court to pay what I owed which I did on top of their lawyers fees as I was unaware I owed this. Then they have a cheek to charge the full estate for lawyers fees even though they got them from me. I had a final settlement which was paid when I moved. I now have an invoice for £188 - £120 odd was paid to settle My account when I moved and now I am being charged again without explanation of evidence I owe this. I have another £60 debt to pay which has magically appeared after I moved, this should have been covered in my final bill. I am also still awaiting my £300 float back which I was told would be months away and they have now demanded £30 late fee because I am disputing my second final bill. Absolute joke of a company who don’t care about the people in their estates. I am so glad to be away from any property they manage! I would suggest anyone who uses them to double check what they pay.

I had an urgent request for information and Karen Ferguson was extremely helpful. Not only did she answer my initial query very promptly she proceeded to obtain the information I needed the same day which I did not expect. I’m very grateful for the excellent service provided by Karen.

What does it take for you to respond to an email. I reported a leaking pipe on 4th February, today is 12 April and despite chasing this cant even get an acknowledgement or response. Three emails, one additional contact via your contact form and no one answers the phone in Edinburgh. Our property is Inchview Terrace, Edinburgh. Any damage caused by your negligence I will be claiming from yourselves (you make a point of saying that residents must be vigilant and report immediately.......... what an absolute joke) You have also increased my monthly payment from £81 to £215 this month with zero explanation other than "reviewing my account" which has never been in arrears. Before I go to the Ombudsman can someone start responding to emails please? Im not holding out much hope considering you appear never to have more than a 1 star review in the last 12 months. Shameful.

Never in my lifetime have I encountered a factors, Abysmal service which I had not previously considered possible, as well as ignorance and stupidity of monolithic proportions. UPDATE 06/09/2023 More Ignorance and Stupidity its never ending with GIBBs. You will also note that Gibbs IT portal is designed to prohibit other residents being notified of all current and outstanding problems. its called the GIBBS HORIZON portal. UP-DATE 28/0124 The Bellshill Mafia have decided to take me to court for the none payment of invoices with LPC I will keep you posted. Up-date now resolved out of court NB* Beware of Gibbs incorrect and fraudulent invoices. (Still Ongoing 21/05/24)-(12/06/24) If you are unhappy with the abysmal service from Gibbs get the residents together and vote them OUT

Honestly awful, they’re charging us for something we’re not liable to pay and when we ask them about it they don’t reply. They haven’t raised our complaint despite being asked multiple times and rarely respond to calls or emails. If they do, they leave you with more questions than you started with. Dev manager is rude and dismissive, as well as completely unmanaged. They recently sent me someone else’s complaint and asked me to use that as evidence to why they’re charging me. I’ve never dealt with anyone so poor in any walk of life 🙈. The Ryanair of factors…but they’re not even cheap!

Alasdair Crichton our Factor Manager has been amazing since he was put in charge of our rather large Development which was in a poor state and had a load of issues due to previous mismanagement. However, Alasdair embarked on a steady flow of getting work done and having outstanding issues repaired and/or replaced. There is still a load of work to be done but he's patiently getting all the issues attended to. He's friendly, approachable and knowledgeable.

James gibb took over the development on Lancefield quay some years ago and brought with them their group of cowboy contractors to maintain the building, very poorly I might add. They provide the worst service that I have ever had, don’t respond to calls or emails, overcharge and underperform in their service. Anyone who is thinking of buying a flat with them as the factor needs to have a second thought, you will feel like you are paying two mortgages. Like I seem to be doing.

Alastair Crichton the new development manager is an asset to the team he goes that extra mile to get things done and always phones you back when promised his presentation at the annual AGM was the best ever ..only downside to your company is your accounts department they need training or replacing especially with things like electricity bills there are 175 people in the moorings and I have yet to find anyone who can explain the way they do the bills even your managers struggle with and explanation.....

This company are terrible. They breach the Property Factors (Scotland) Act 2011 consistently. I've written to my MP about them. And all i'm told is to seek a private solicitor to take action against them. They over charge, and don't do their job, and break the law. Feels like i'm dealing with an organised crime network. I've managed to get 8 out of 20 owners to kick them out, but getting the last few to get a majority are hard get hold of, foreign owners i hear. One owner has given up and sold. This company is devaluing all our properties, as very high factor fees puts off buyers. This company should be investigated by a government body. Disgrace

I’d just like to write a quick review to thank Morgan Docherty in Glasgow finance. For the last 3 years James Gibb had been overbilling me. They had admitted straight away this was their error & would be fixed by my next bill. I’ve spent the last 3 years emailing & speaking to staff to be told the same. I then had the pleasure to speak to Morgan who was friendly, professional & understood the situation. She undertook to resolve this long standing situation & did so at first asking. Her communication via email & phone was excellent & I can’t speak highly enough of her. The five star review is for Morgan Docherty.

Worst factor company I ever had. Here some of their exploits: - some flats have water ingress for over a year, they haven't started the works to fix it yet, which makes the problem bigger and bigger as times goes on - they don't reply to emails and most times don't reply to phone either - when something breaks they take ages to fix it, currently the eleveator has been broken for a week (luckily we can take the stairs, wonder in case there is a disabled person how would they do if living on 3rd-4th-5th floor) - they increase the monthly direct debit and charges (well above inflation rates) with no explanation, with an email (and they won't reply to further questions about it) - our stairs looks like haven't been cleaned in months (should be weekly) - development garage area looks like a dump, never cleaned whatsoever I am pushing to change them, don't even know how such poor companies can exist. Update: almost six months after the review - the water ingress from the balconies has not been fixed yet - the lift is still broken, now also the entry door - the garbage dumped in the garage was not removed, a light has been broken for over 2 months now - the stairs cleaning slightly improved

July 24 Update: thought I would update on my review. Every interaction I have with this company is a rage inducing experience, they have such poor customer service. The whole company needs to go on a staff training course. Weird threatening letters with no context. Don't respond to emails, aggressive staff. Will be pushing for change of factor.

Utterly incompetent and not fit for factor services. Horrific.

The estate is managed ok by the payment system is stupid. Even paying regular monthly payment for the figure given to you by James Gibb you can still expect to get regular threatening demand because the timing makes it look like your account is overdue. No time tolerance and the emails they send end up in junk folder as spam. Just set up a direct debit system like every other sensible company in the industry and stop annoying and threatening good paying customers. Your finance system a designed to annoy people!

Carol-Anne Ritchie was absolutely fantastic helping me with a matter for settlement. She acted very quickly and promptly and her help was much appreciated. Thanks Carol-Ann!

If I had a choice, I would never ever deal with or employ James Gibb Residential Factors. A quick look at online reviews will tell you all you need to know, from never responding to your emails, to keeping hold of your money and not refunding you, to shockingly bad customer service on the phone, the list is endless. Essentially just a bunch of charlatans, ripping people off. A disgrace to the UK housing market.