Trusted Agent profile · Southend-On-Sea
★★★★★
660 reviews across 1 platform
Gateway House, 10 Coopers Way, Southend-On-Sea, SS2 5TE
Gateway Residential's office in Southend-On-Sea, at Gateway House, is rated 3.8 out of 5 across 660 reviews on 1 platform, including 660 Google reviews rated 3.8.
Every review we hold for the Southend-On-Sea office, from every platform, shown as written. First names only.
5/5
GoogleMarie and Brad do a fantastic job keeping our communal areas clean and tidy. They’re always thorough and consistent, making sure everything looks fresh and well cared for. The floors, stairs, and shared spaces are always spotless after … More
5/5
GoogleI sent over a few enquiries yesterday with the hope that I would get a response in at least a few days' time. I am aware that many management companies usually take over a week to respond to enquiries, however, David White dealt with all my enquiries promptly. He responded to me in less than 24 hours which sped up the transaction for me.
Hi Teja, Thank you very much for your positive feedback. It's great to hear that you had such a great customer experience with us, and everything was handled so promptly. We will certainly pass on your comments to David! Kind regards, James
1/5
GoogleExtremely unprofessional property management company. Overspends on the given budget constantly and fails to inform customers about it. Feels like they are scamming customers by not telling them about overspending the proposed budget, then failing to send correspondence and charging late payments fees on top. Staff lacks basic customer service skills. Argumentative and rude. I'm not surprised to see very bad reviews on Google.
Hello Cham, Thank you for your feedback. We are sorry to hear that you feel this way. The Estate Management Team for your development has been liaising with you regarding your Service Charge and outstanding invoices. Gateway Property Management does not tolerate abusive behaviour of any kind to our staff. If you have any other queries going forward, please contact us in writing, via email, post, or using the contact form on our website. Kind regards, James
5/5
GoogleI would like to make you aware how impressed I am with your 2 landscapers. I went and asked their names as I felt they needed personal praise. Their names are Julia Lilley and Liam Kipp. I think they are new, but they have done a fantastic job especially in this heat on our community play area and surroundings. Please thank them again. I really hope they stay in our area. They are an asset to Gateway. Thank you.
1/5
GoogleAbsolutely disgusting service, i live abroad and set up an arrangement for these comedians to send me PDF's of bills, which they done for the first year, but then these stopped and now they have hit me with a 'late payment' charge as i am out of the country, disgusting, i will be writing to them asking to provide a full list of charges and receipts, durham aykely heads, if you have a flat here look out for these conmen, they don;t even turn up to perform the services they charge you for then hit you for a service chargeNegativeProfessionalism
Gateway strongly condemns your online abuse. Our staff absolutely have our full support Abuse for doing your job is not OK. Abuse of our staff on social media or anywhere else is not acceptable.
1/5
GoogleOne star is too much, very bad service only send a printed list of what I did for how much and in fact it does nothing, the bulb at the entrance blinks for 3 weeks until the head hurts from this blinking, for 2 years most of the gutters are blocked by pigeons nests, so the water from the roof overflows And in a short time the roof leaks to people's apartments. I know what I say because I do such things on a daily basis. They didn't do anything about it, just took the money for the Servic And that's it
Hi Michael M. Thank you for the review but we have no record of you unfortunately. We can only assume this is a fake review from a competitor because at every block we manage lightbulbs are replaced by contractors during fortnightly visits and gutters are cleared annually at every property we manage. If you are a genuine customer please do contact your property manager so we can look into this for you. Best wishes the Gateway Team
5/5
GoogleThoughtful and helpful staff who go the extra mile. I had the worst day ever one day this week. I forgot my child's lunchbox when I dropped them at nursery, ran out of petrol, my dog escaped the garden, basically if it could go wrong it did! Then when I went back to nursery to drop off the missing lunch I left my phone and keys on the roof of my car. A gateway team had pulled over nearby for a break and they ran down the road chasing me to return them. I could have cried with relief! I see lots of mentions of managers etc in these reviews but my experience with the staff on the ground (not sure exactly what they were doing I'm afraid) was excellent. Thank you so much for being so thoughtful, caring and taking time out for a stranger when you really didn't have to!
Dear Alexandra, We are thrilled that you have taken the time to leave us such a fantastic review. We are constantly striving to deliver the very best customer service and feedback like yours really motivates and spurs the team on to do even better. Thank you and take care! The Gateway Team
1/5
GoogleThe incompetence of this organisation is staggering. I raised an issue in December 2019, with regards water damage to our ceiling. It is now October 2020, and after almost a year of inaction the damage is still there. We have called and e-mailed several times and NOTHING, apart from attempts at passing the buck and vague hints at doing something which never transpire. Staggeringly, we recently received notification that our service charge for next year had increased, with no justification. Please avoid this organisation at all costs. UPDATE - It is now February 2021 and unsurprisingly there is no advance on the above issue. I do have to pay another unexpected service charge though. AVOID AT ALL COSTSNegativeResponsiveness, Quality, Professionalism, Value
Thank you for the review. Unfortunately we as the managing agent for the property are not responsible for rectifying water damage to your ceiling. This does not fall within our remit. We appreciate his may not be what you want to hear but we cannot deal with something we are not responsible to undertake. Leasehold is a very complex sector but to give a one star review for something which is outside of our control is rather unfair.
1/5
GoogleWe moved into our new build property over 3 years ago with full understanding of the service charge that we would have to pay and the increases we should expect with inflation. Unfortunately, we did not expect the increases to be around 100% year-on-year, which is totally unacceptable considering there has not been a huge increase in maintenance or improvement works. Largely the increases seem to go towards building a "cash reserve" that gateway can stick in a high interest account. When trying to question Gateway about this, our dedicated property manager becomes incredibly difficult to contact, with no reply to emails or phone calls. When I have managed to speak to them, it's largely with an attitude that they "have great experience in estate management and these charges are fair to cover the costs". Just absolute waffle with no substance or proper explanation. Many of my neighbours on the estate also struggle to contact the property manager to get some sort of explanation on these charges, when they do manage to get in touch it is usually met with the same snotty attitude. If you have the displeasure of living under management of Gateway, do yourself a favour and form a residence association, or at least get together as residents and research how to serve notice on this terrible company.NegativeResponsiveness, Quality, Professionalism
Gateway strongly condemns your online abuse. Our staff absolutely have our full support Abuse for doing your job is not OK. Abuse of our staff on social media or anywhere else is not acceptable.
1/5
GoogleNever seen such an incompetent company with zero accountability of employees. Every other property manager in Gateway has one skill-set common to have no responsibility and accountability towards their work. A 5 year old will do a better job than employees of this management company. Values, principles and moto of Gateway is to suck money from leaseholders and in return provide them no service & make them feel frustrated and disappointed. I prefer to burn my money than paying to Gateway for service charge as there is no service provided. Sorry I almost forgot to tell their positives. Gateway is very good in chasing leaseholders for payment even though it is due or not. Gateway keep chasing whole year for some or other dues pending with no logical explanation for them. I am one of many unfortunate residents living in a property managed by Gateway. ( No option to give negative stars otherwise would have gone for that. )NegativeResponsiveness, Quality, Professionalism, Value
Hey PG Maverick. We are sad you have such a low opinion of us. What you say is certainly not our intention. We would love to work with you change your mind. Please contact your Property Manager so we can start working on this. Many thanks.
1/5
GooglePersonally found Gateway to be very helpful in the end. The first point of contact was quite rude and abrasive but once bypassed and onto the legal team, nothing but helpful and positive. Lyndsay Gale in particular was excellent. Edit: initially, four stars, but everything since the above experience has been dreadful. Called to pay a service charge bill (challenging in current circumstances) and then told I also need to pay a bill from the person who previously owned the house. Completely willing to pay own bill in difficult current circumstances but immediately threatened with legal action for not wanting to pay someone else's. Incredibly poor and completely careless.
Thank you for your review. Obviously we are disappointed to have gone from hero to zero. We would however point out when a lease is assigned to a new party that party also takes on the liabilities of the previous owner if there are any. It is the responsibility therefore of the solicitors acting to ensure any outstanding bills are paid on completion in every bodies interest. It is not our fault this did not happen we are merely picking up the pieces here in line with the lease covenants. Best wishes The Gateway Team.
5/5
GoogleGateway are a very supportive, responsive organisation and have been so helpful to me. They are very swift to respond and are very professional and kind. I cannot thank them enough for all their help and support. Some really high quality individuals are at the heart of the organisation and they always go the extra mile to ensure satisfaction. Thank you all!
Hi Hannah, Thank you very much for your feedback. It’s great to hear that you continually have such a great customer experience with us, and feel supported by the Gateway team. We will certainly relay your wonderful comments to the team! Kind regards, James
5/5
GoogleEllie Walton was super helpful and provided all the info I needed in quick time
Hi Lee, Thank you for your great feedback! Kind regards, James
1/5
GoogleWoodgrange Drive, Southend on Sea, Essex. Quote; "TRUST US TO LOOK AFTER YOUR PROPERTY." Gateway has changed the terms and conditions of our lease to their advantage without a Deed of Variation, a legal requirement. Gateway, if you would like to know the reason for this let us know, and we will reach out to you and explain why. It's only been 2 weeks and not interested, didn't think you would be. Kind regards, Pat and Geoff. UPDATE. As from the 25th of August this year, the above mis-representation has been rectified. The time taken for Gateway to decide this was only 1 year and 8 months!
5/5
GoogleI called to check on my annual payment to Gateway. I spoke to Paige who was excellent, professional and friendly. I got the answers I needed and a follow-up email as confirmation. Great service, thanks Paige!
5/5
GoogleExceptional customer service!
5/5
GooglePhoebe was really helpful and responded quickly to my emails helping to get the issue resolved straight away.
5/5
GoogleThoughtful and helpful staff who go the extra mile. I had the worst day ever one day this week. I forgot my child's lunchbox when I dropped them at nursery, ran out of petrol, my dog escaped the garden, basically if it could go wrong it did! Then when I went back to nursery to drop off the missing lunch I left my phone and keys on the roof of my car. A gateway team had pulled over nearby for a break and they ran down the road chasing me to return them. I could have cried with relief! I see lots of mentions of managers etc in these reviews but my experience with the staff on the ground (not sure exactly what they were doing I'm afraid) was excellent. Thank you so much for being so thoughtful, caring and taking time out for a stranger when you really didn't have to!
Dear Alexandra, We are thrilled that you have taken the time to leave us such a fantastic review. We are constantly striving to deliver the very best customer service and feedback like yours really motivates and spurs the team on to do even better. Thank you and take care! The Gateway Team
5/5
GoogleDarcie was a Helpful consultant
5/5
GoogleI often work with Gateway and I am often impressed by the level of service. Their replies are quick and they are very professional. Is good to know you can rely on their service to progress a file. Special mention to Louise Tunstall and Lindsay Gale, amazing work, friendly and always always quick.PositiveResponsiveness, Quality, Professionalism
5/5
GoogleQuick, knowledgeable
1/5
GoogleDiscussed with the way this company treats its customers. If you review all the charges they make, 20% are property related the rest is admin fees which just goes straight in their pocket. Shame I had to give one star to make a comment. Don’t bother making a complaint as nobody will respond.
Good morning Steve, Thank you for your feedback. We are sorry to hear that you feel this way about our service. To confirm, the Senior Estates Manager for your development has reached out to you by phone to discuss the concerns you have and will also follow this up shortly with an email. We hope this will help clarify matters. Kind regards, James
1/5
GoogleI have been paying my bills on time but this year as we all agree is more difficult than others. I was late 1 day with my payment and they charge me £30 administration fees for sending a letter. No reminder at all. So their slogan Here to help you should sound Here to srew you up. Well done Gateway
Hello Bob, We are sorry to hear that you feel this way. Your Service Charge is invoiced per the timeframes set out in your Lease or TP1 document that you signed when purchasing the property. As managing agent for your development, Gateway must adhere to the terms specified in that document. If you require any further information, please do get in touch with the Customer Services department, who will be delighted to assist you. Kind regards, James
5/5
GoogleDavid white has supported us with providing a Management Pack to give to our buyer. David has been great at communicating and completed the request really quickly. Thank you.
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