Horrible company

Development Manager - Andrew Pace Andrew has just started as our Development Manager and I have been thankful of his swift action to what have been long standing issues that weren’t acted on by the previous Development Manager for a significant amount of time. Thank you Andrew! Looking forward to a good working relationship.

Don't actually understand what my money is being spent on. We pay for a factor fee but don't see any James gibb person in our area. Feels like it's just a payment for a non existing service. Scam

Truly awful company. Really disappointed with the service received from James gibb. Received a demand notice addressed to our home but for a different account (not our account) We have always paid straightaway and never missed a payment. To wrongly receive such a letter at this time of the year is disgusting. Admin errors such as this should not be commonplace, the ramifications of this could be extremely negative on the wrong client. I am so disappointed with the level of service received and have already put in a complaint. I attempted to contact several departments and left voicemail but no return calls. Poor admin/clerical management 1/5 service, very poor service. Update: my original email was sent 22nd Dec not as you state 28th Dec and I'm fully aware that there has been bank holidays. I feel your response is a little condescending. In regards to the issue, Craig was extremely helpful in investigating this for me yesterday. Please pass my thanks on to him

Incompetent, unreponsive, poor quality communications. Due to their ineptitude a second set of scaffolding needs to be erected at my development just months after the original set was taken down, despite me voicing my concerns that the long standing issues with water ingress had not been resolved. This whole debacle has gone on for 2 years and all the time my fabric of my home is deteriorating in front of my eyes. I have written to their exec team on multiple occasions andnot a single one had responded. They simply do not care about their customers. Appalling.

Costs have more than doubled since they took over the running of our development, they appear to be badly mismanaged and incompetent, whilst continuously blowing their own trumpet about how great they are, and dishing out ludicrous contracts to their mates and making the residents pay. They should be broken back up into smaller more efficient companies.

In order to have good relationship with your factor it is imperative that the development owners communicate and agree with each other any scope of works to be carried out by the factor. An owners association must be formed and terms of reference agreed especially with regard to voting on works to be undertaken by the factor. The factor will not proceed until the scope is agreed, and the monies gathered in. Note, do not execute work on common goods by yourself as you will be liable to cost and any technical HSE issues. I would recommend that anybody moving into a shared property check the if an owners association exist, review any minutes of meetings which should highlight problems with the factor. I have limited knowledge of factors but James Gibb does have a management structure and processes in place. My minor grievance with JG is their lack of communication regarding the status of identified repairs and follow up.

I am utterly appalled and angered by the abysmal service provided by James Gibb. For an unacceptable three weeks, our building's lift has been non-operational, causing extreme hardship, particularly for elderly residents and those with young children. This has had dire consequences. An elderly lady floor is now effectively housebound, unable to get to her GP. The most egregious part of this fiasco is James Gibb's total lack of communication. Residents have been left in the dark, with not a single update or word of explanation. Worse still, when an elderly neighbour proactively reached out to the lift company for information, James Gibb's response was nothing short of insulting, chastising him for contacting contractors directly. This level of service is beyond poor; it's downright negligent and shows a despicable disregard for the wellbeing of residents. The lack of empathy and customer care is particularly galling as we approach Christmas. James Gibb has demonstrated a complete failure in providing essential services and a basic level of human decency. I strongly urge anyone considering their services to think twice, given their blatant incompetence and callous indifference to the serious impact of their failures.

Our lift is broken from more then two weeks.No communication from them. Is nearly Christmas and lots of kids and elderly people living in our block of flat, especially on the top floors. They show zero compassion and communication for people with mobility conditions on the upper floors. This behavior demostray a shocking lack of empathy and customer service,wich is particularly distressing during the holiday season. Is clear that James Gibb has fail not only in providing basic services but also in showing the slightest bit of compassion. I will make sure to never again living in a building management by James Gibb.

Andrew Pace- Development Manager- Andrew is an asset to James Gibb, communication has been swift & personal, he ensured the work i required to be done was dealt with quickly & when I enquired about details of the work, he personally came out to see & explain. If Andrew is the 'face' of James Gibb, then he promotes trust & willingness to help.

This review covers the actions by Andy Pace who manages my property and does not reflect the past and current experiences with James gibb. Started dealing with Andy in November. We have achieved more in a month than we have achieved in the last two years. Andy phones his clients. He responds to emails without quoting the robotic response gibb people give “we have 5 days to respond””. He has proactively had our gutters cleaned, investigated pipe issues and responded to debt issues, all in the last month. These issues have been outstanding for up to a year. David Reid should talk to the owners and get some reality into what service he thinks gibb are supplying. He should then get Andy Pace and see what a service should look like. Still think Gibb are atrocious factors but with guys like Andy they may turn their 2.9 out of 5 in trust pilot around. Well done Andy. Brilliant work.

In December 2023, 5 months after I'd sold my property, they sent me a bill for electricity from May to Aug 2022, and when I called them out on it they said they'd just received it. A PDF of the bill showed it was issued in August 2022, and when I called SSE, I found out it had been paid in September 2022. They got caught blatantly lying (in writing) then justified it by telling me "we have over 2000 meters, and can't be expected to download PDF's for every account" which I pointed out was literally their job. They continue to role out excuses, rather than actually prepare accurate, up to date records for residents. As it stands, there's still a 10 month period of bills that they haven't processed - if only they put as much effort into actually processing their massive back-log of invoices, as they do in constantly having to defend their repeated failures and appalling reviews. The overarching responsibility of a property factor is to act in the interest of the residents, but as hundreds of other people have also pointed out, in reality this could not be further from the truth. IN REPLY TO YOUR RESPONSE: The SSE invoice that you have sent me a copy of is dated August 2022 and they confirmed it was paid. If a credit has been applied to this invoice, then why haven't you applied the credit to my account ? Or are you just lying again ? The fact is, it's nearly 6 months since I sold my property, and yet you have just billed me for electricity from spring 2022 - 15 months ago. The development is on a fixed price contract until 2024 (it states this on the bill), so I fail to see what possible reason you'd have to have disputed our particular invoice. The only issue here is simply your failure to process the invoices and allocate them to the residents accounts in a timely manner. This isn't the first time it's happened, and is clearly not an isolated case. Let's not forget that you previously had to compensate the residents to the tune of £2000 due to your proven failure to act in the interest of the residents. I asked you 2 weeks ago to download the remaining SSE invoices (which I have evidence that you can do) and give me a final bill that covers the period until my sale, as I don't see why it's my responsibility to keep having to make payments to your organisation because you are incapable of doing what you are literally paid to do. Perhaps if you spent less time defending your sheer incompetence on trustpilot, you'd actually have the time to prepare my final bill so I never need to hear from you again.

Very responsive service from Kiran at the Aberdeen office when I requested a fix for a minor fault with our block's intercom. Fixed within 2 days of being reported.

The annual factoring fee is really high. They keep adding an extra cost into my invoice each time and I dont even know what they are for. They've added £140 into my invoice and never been bothered to communicate and inform us before we received the bill. I tried to call into Dundee office and ask what these extra costs for but can't get anyone and after 5 attempts I still waiting for Ronald' to call me back.

Our development in Edinburgh has had the misfortune to be managed by this company. They have consistently failed in their obligations as factor and despite some recent improvements due to finally an effective property manager the management of this company are completely incompetent

The incompetence of James Gibb and their predecessor LPM has turned a nice development into a disaster. The visible lack of maintenance encourages fly-tipping. When fly-tippers are caught in action, James Gibb refuse to charge them – instead, they charge the entire community. That, of course, encourages more fly-tipping. James Gibb fail to provide subcontractors with access to the building. They fail to get our lifts fixed for months but still collect lift charges for periods without lift service. James Gibb fail to provide detailed debt reports hiding behind GDPR. In fact, they could issue GDPR-compliant reports but then it would be clear to the whole community that the reason for our current debt situation is that some proprietors are fed up and simply refuse to pay for non-existent services. James Gibb ignore their own rules and procedures. They fail to respond to queries and complaints. I have an official complaint in their systems that was supposed to be answered in 25 business days. It's been 83 business days without a response... James Gibb have been blocking all attempts at improving our security: the Residents Committee’s repeated instructions for the replacement of bin shed doors only produced expensive and counter-productive suggestions in the last 4 years – perhaps in the hope that the Committee will abandon the idea. As a result of their lack of responsibility, one of the bin sheds was badly damaged by fire in May 2022. James Gibb never took responsibility or offered any compensation. And only a few days ago, the CEO cancelled our AGM, stopped scheduled major works and kept the money we'd collected so we can fix their 20-year-long history of maintenance failures. Then he dared respond to Lesley Richards' review with lies. The funds WILL BE sufficient to begin works, the director simply wants stop a real community effort and take the interest accrued in his bank account until eventually he must pay our money back. Make sure you avoid any business this person may ever direct in his life. JG's response below is hypocritical: The Committee's preparations for the major works were thorough for several years and the debt situation was not brought up by JG as a possible show stopper until half an hour before the AGM. If funds were insufficient, the AGM could have still gone on with a proper discussion of both the major works and the debt situation. The fact that JG cancelled it points to a sinister intention to punish the development by delaying the major works by yet another year. The debt is high not because landlords don't like to pay but because of JG's appalling services that we are all fed up with. Muddying the waters with non-existent / useless debt reports is an attempt at hiding this fact and perhaps at turning proprietors against each other. The comment about the lift below is just another lie: during the summer of 2022 alone, we got a dozen confirmations that the lift had been fixed. After each confirmation, it broke down again in hours or days at most. It was pure incompetence and had nothing to do with money.

As a contractor working with James Gibb they are very friendly and easy to work with! In particular, Andy Pace has been a pleasure to work with.

Truly shocking levels of incompetence. They are clearly aware that it is a logistical challenge for owners to move factors and as a result deliver terrible service at maximum cost. Management does not listen to concerns and clearly maintain an awful corporate culture, demonstrated by lack of concern for client needs and high staff turnover. I can't say this enough, avoid JG at all costs, issues border on criminal. They bill the wrong developments, have no concern for conflict of interest management (complaints are raised to those being complained about) and have questionable accounting practices where they charge paying owners for the debts of those who do not pay (very unlikely to be provisioning appropriately). All they care about is profit and WILL NOT deliver sufficient factoring services. Lastly, they will take whatever opportunity they can to charge you. Even charging you to change factors away from them. EDIT FOLLOWING RESPONSE FROM JAMES GIBBS. You will note that James Gibbs have acknowledged they did not provide the services they were required too. One would think if you are paying for a service over years without that service being provided some form of refund should be due, James Gibbs clearly disagree with this logic and go as far as to INCREASE fees and charge a £48 exit fee when homeowners decide to get new factors. Please do avoid this "company" they are beyond a lost cause and the tone set by management indicates no true desire to change.

I moved out of my property back in January, waited a whole 5 months until June to finally receive my float as you were waiting for all final bills to be received. To then be hit with an electricity bill the other day that's dated for August 2022?? Over a year ago! The bill from the electricity supplier is dated august 2022 so how on earth am I just getting this now? Looking at Ofgem, customers can't be changed for invoices older than a year so how is James Gibb getting away with sending invoices over a year late!

James Gibb have increased the Float to cover alledged unpaid bills from previous factors, they have consistently asked for more money over the agreed quarterly payment. I’ve had no streetlights for years and now they want a down payment of £80.00 in December for the repair. With the previous factor I paid £320 per year. This year with James Gibb I’m at over £1000.00 and the bills keep coming. The contractors they provide are awful the cleaner spends less than 30s in my hallway every week. The buildings are run down and they do no work on them. There is no painting done, the bin sheds are a mess and yet they want triple the money the last factor’s needed. They are thieves. My float is over double my quarterly bill, not the same my quarterly as you had replied. My bill is meant to be £80.00 per month and £240 per quarter but I’m consistently charged more and you are holding £500.00 of my money as a float. Responding on here that it’s not as bad as I’m saying is just an attempt to give the impression of customer service the truth is you don’t do anything for what we pay and consistently charge more for worse service. I want to sell my property because of you ! There is no customer agreement, I have never been asked if I’m happy to pay for a service. It’s alledgedly done and a bill appears!!!