Unexisting customer care and invoicing is not clear

Mark Powell is our developments new senior development manager and a breath of fresh air. My emails were acknowledged in record time, my issues resolved to my satisfaction or, where this was not possible, a full convincing explanation given. The tone of his emails clearly show empathy and a willingness to help. An exception amongst factors!

I am in the process of buying a property and this company are the factors. I called today to find out more about what was covered and Lyndsey Macdonald was very helpful and sent me the information requested. Many thanks lyndsey for your help. S Watt

Very happy with the speedy response and action taken from Lyndsey Macdonald.

Amazing customer service provided by Lyndsey Macdonald. She was polite, professional and went above and beyond. After our phone call she followed up in an email to confirm she has actioned what we discussed. Would definitely recommend as a factor!

Going by what is offered/promoted on their own website you would think James Gibb are a great choice of residential factor - they are far from it! The service has become increasingly poor and the costs are increasingly expensive with very little transparency. Buildings insurance this year (2020) rose by 20% but ZERO cost information has been produced after repeated requests for such evidence. Some gardening works requires repeated attempts and some is still outstanding. A couple of residents have taken matters into their own hands and trimmed shrubs themselves. In terms of service my development is on our 4th rep in less than three years and minutes/reports are often late. I cannot understand why anyone would want James Gibb to manage their development. Giving them one star is one too many as the service they offer is absolutely unacceptable!

I have the misfortune to live in a development that is factored by James Gibb. I was concerned about the high price and have subsequently found out that James Gibb recovers debt from non paying residents by passing it on to the honest, hard working paying residents. They also take forever to deal with any requests. I moved in over a year ago and the intercom still doesn't work properly. About 6 months ago James Gibb requested money to pay for a complete overhaul of it and we are still waiting on this work being done. Every month since we moved in (12 months ago) the minutes from the residents meeting has mentioned that block 3 still has not had their roof fixed.

Being new to dealing with the company my first point of contact was Amna Wasif.. she was fantastic in dealing with my query and providing additional contact details.. a pleasure dealing with her

Amna is a revelation! Having reported that I received no invoices since James Gibb took over from LPM at the beginning of the year, I had been fobbed off and indirectly accused of lying. Thankfully, Amna contacted me this month to say she’d noticed an error in the e-mail address they held, and fingers-crossed we’re sorted!

I am the owner of a flat in Aberdeen which I have been renting out for the last 7 years. Currently trying to sell the property, with a number of questions from the potential buyer. Jo has been there every step of the way, with incredibly fast response times, helpful follow-up phone calls, and a professional approach that has made the process stress-free. Nothing is too much to ask, and she represents this company extremely well. Thanks to the James Gibb leadership team and Jo for a great service!

I have had great service and support looking after my flat while I am out of the area, and all issues including safety ones have been addressed professionally and courteously. Thanks in particular to Mark Powell. Warmest regards to you all, Laurence Green

Amna Wasif is a credit to your staff. The only highlight or helpful person in an otherwise horrible experience. I spent 4 and a half hours on hold to this company without answer just being told I was the first in the queue time and time again. She contacted me by email then call, as she understood how frustrating this situation was. If I was you, I’d put her in charge of your customer relations department to sort it out. Also Lyndsey, as she was helpful as well. If I could star your company it would be 0. But those two get 5 stars from me. Ewan

I would like to give positive feedback to Lyndsey Macdonald, who has been answering the phone this week. Lyndsey has answered the phone promptly, listened to my problem and attempted to find the appropriate person to help me. Her manner is very professional and supportive, the phone calls at times must have been challenging as I was upset and more than a little cross at the lack of organisational response to my problem. I would like to make it clear that my positive review is entirely about Lyndsey and not about the James Gibb organisation

They don't keep their promises and communication between staff members is the worst I have ever come across in any business and at any time.This factor is a joke. Emails sent in January 2020 have still not be acted upon as promised, every excuse possible given as to reasons of delays, staff members leaving, resigning, dead communication, incorrect communication.Not replying to emails.Promising work will be done when it never is.This factor is a joke and I cannot understand the positive reviews on their web site.Pathetic way to run a business.We should find another factor that can actually do their job.

I have had a problem with my balcony and water ingress . I have had this problem for over two years now and have not been able to enjoy my balcony because it is often in nearly a foot of water and sludge from a drainpipe that is situated on my balcony but which should not have been placed there in the first instance. My flat is fairly new and I am the first owner . After repeated requests and appeals to 3 different management factors , James Gibb has been the one to actually do something about my issue ; namely Jordan Jack . Jordan Jack actually listened to me and actually put into place promptly and efficiently a solution for the issues I was having . He followed everything through and was as good as his word . It is so refreshing to deal with a person in an organisation that you can trust , especially in these tumultuous times when so many excuses for not doing something are blamed on Covid 19. Thank you Jordan Jack.

Like all factors the service is as good as the account manager you get. My experience with Mark Powell has been significantly better than his predecessors so here’s hoping he sticks around.

Have been using this company for a few years, have not had any issues. Contacted them recently with a query and received excellent service from Amna Wasif who resolved my query in a quick and professional manner. Very happy :)

Unfortunately James Gibb took over from LPM who were fantastic, I cannot say the same James Gibb, have been chasing them by email for a response to an issue I raised in July, I have sent in two repair requests and numerous emails to different departments I have put in two general enquires to there enquires email address and no response, also brought it up with the people who send me the bills! They gave me an address and I told them I had already contacted that one! Really fed up, have had terrible experience with James Gibb, can't even get them on phone as they say they are open on website but keep getting out of hours answer machine. I would never ever recommend them. I can't seem to reply to there reply as no availability to comment but if you read this James Gibb, I have sent several emails and two repair emails so would have been nice if you had bothered to reply to them. I am not comfortable putting my account no down but you have my name and I am based in Edinburgh

A huge thanks to Mark for his ongoing work / help in pushing a problem for my flat . He's a great asset to James Gibb and so nice to see dedicated / focused staff which is not the norm these days . Thanks again Mark

I would like to thank Martin at James Gibb factors for quickly processing power of attorney documents and changing correspondence details for my mother's account with James Gibb. This is a real help because my mother is now at an age where she finds official letters, bills and statements to be quite stressful.