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.
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Every review we hold for the Southend-On-Sea office, from every platform, shown as written. First names only.
5/5
GoogleSelling is stressful to say the least and today Louise Tunstall of Gateway Property Management Limited, Southend gave me superior customer service. Realising the stress I was under and about to exchange she came to my rescue, not in hours but literally in minutes with the information I desperately needed. Big thank you Louise
5/5
GoogleGateway in the past have been horrendous to deal with . However my most recent communication with Emma was outstanding . Thank you Emma for the service you provided
5/5
GoogleI dealt with Lindsay Gale on a transaction during COVID-19 restrictions. Despite the tricky times we were presented with, Lindsay dealt with all things necessary in a professional and timely manner.PositiveResponsiveness, Professionalism
Dear Elly, Thank you for the 5-star review! It is very much appreciated. Kind regards, The Gateway Team
5/5
GoogleGateway have managed the development where we live as owner occupiers for a long time. It is fair to say we have had an unreasonably frequent change of Property Manager, especially over the last six years. It is also fair to say that until the last three to four years, the site has not been managed financially or physically as well as it should have been, especially given the annual increases in management and maintenance costs. However, we are fortunate to have had Associate Director Nick as our Property Manager for a year now. From the start he has managed the site financially and physically as well as possible given the situation he 'inherited', particularly the poor financial state created by many years of inefficient management. Nick has communicated with us very well and we continue to work with him to manage and improve all aspects as much as budget and time allow.
Dear Mark, We are thrilled that you have taken the time to leave us such a great 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
4/5
GoogleAfter selling my property I had lots of information the buyers solicitor wanted regarding the management company. The solicitor was being very difficult to say the least. I contacted Lindsay Gale and Terry Robinson during the lockdown period and cannot praise both of these employees highly enough. They were both speedy, responsive and went above and beyond in many ways. Today I should complete on the property and largely this is down to them. If the rest of gateway employees could be as helpful I would have given more stars. Rebecca CoylePositiveProfessionalism
Dear Rebecca, Thank you very much for your 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. Thanks again and take care! The Gateway Team
1/5
GoogleShame I need to give them even 1 star. Awful company to deal with. Essentially tried to blackmail me into paying a late payment fee for a delay that was out of my control. They were extremely rude on the phone. They initially told me that they would waive the fee and then when I called again, they said they had 'no record of this conversation' and that I must pay. When I questioned it, they hung up on me! Extremely unethical. Avoid doing business with them
Dear Mr Rogers. It is disappointing to read your review. We appreciate late payment charges are unpopular but our yearly management fee assumes all customers comply with their obligations and pay on time. In fact we do not levy any charge for the additional cost of debt collection until the third reminder is issued. We are aware that other agents charge considerably more than Gateway and consequently we consider our charges fair and reasonable. We wish you well. Kind regards. The Gateway Team.
3/5
GoogleThis is a mixed review not based on the actual property maintenance but the customer service relating to paying the annual maintenance charge. I have given 3 stars because some of my emails were not replied to and I felt I needed to chase rather than being proactively responded to. In addition, I was informed the late payment charge was on hold and then received a late payment charge, with threat of court action in the post. However, once on the phone I had no issues and people responded to my concerns and issues promptly. The late payment charge was waived and I was treated with respect. A higher star would have been awarded if my concerns over the charge amount was responded to more promptly (I did receive an apology over this and it appears to have been a genuine oversight)
Dear Mr Burrows Thank you ever so much for taking the time to post a review. Balanced reviews such as yours really do help us improve our service levels which will benefit all of our customers. Thanks again for taking the time it is much appreciated. Best wishes the Gateway Team
5/5
GoogleFast response and great customer care! One evening I needed to top-up my electricity, but I could not as the electricity cupboard lock in our building had been changed by an individual not assigned from Gateway Property Management. I called the out of hours who were brilliant and did everything they could to help. Luckily I had enough electricity to last my children and I through the night. As soon as the office opened in the morning the issue was raised quickly and was referred to Abigail Smith, who is currently the property manager for our building. She immediately understood my situation and did everything to get it sorted. She continued to email, call and message me to make sure my kids and I were OK. Within 2 hours the situation was sorted. I'm really appreciative of the fast response and great customer care provided by the staff.
Dear Natasha, 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
GoogleGateway probably provide an acceptable level of service for the property management of communal residential buildings etc, but their greed regarding the Fleecehold Scam management of our development is personally hated and despised by myself and the local residents and we regard Gateway to be an abhorrent vile company. I've witnessed upset residents who claim to have been threatened for refusing to handover payments for virtually zero service, the company relish non and late payments as the penalty fees go directly to their bottom line profits and notices of court action have been received too. Gateway purchase these cash generating contracts from developers such as Persimmon who use their customers as a bargaining commodity for this purpose. The reality of owning a Persimmon home means we've currently got the inconvenience of having to hold meetings to discuss ways of combating the unwanted complication of being a victim of Fleecehold operated by Gateway. We are told that the official handover hasn't taken place yet and we shouldn't have incurred the charges but there's little transparency with Gateway and we have zero trust in anything they say. In the meantime we have to tolerate being financially robbed as they've got a legal right to extract money of their choosing, take a look at the attached introductory invoice showing the huge management /admin fee of £45,927 (71%) with only a service content of £18,607 (29%) The invoice may look fairly comprehensive and detailed but we believe Gateway decides on an introductory price per head of around £150 then works backwards manipulating the figures to suit. We are in collaboration with another Persimmon development invoiced at the same time, our invoice appears to be based on 430 homes whilst the other development is around 319 homes but the price per head is virtually identical. The only service we are being provided with is a small amount of grass cutting which has been costed at a staggering £3K per visit. We will be requesting (What3Words) coordinates detailing the exact areas involved and the regulator, the Ombudsman service states we can request to see receipts for the service. We are told the Gateway agent is based in Leeds 90 miles away from here and and also told that they've allocated the contract to a business from the Leeds area too. In my opinion this arrangement is either a corrupt backhander deal that's been arranged or the person is completely useless at the job of procuring competitive deals for their clients. We are constantly updating our MP with the developments to maintain the focus on this situation until we can get rid of Gateway. We welcome any collaboration with other developments involved with this type of Fleecehold Scam to provide a united approach against Gateway
1/5
GoogleExpensive. Increase prices without any notice and send extra payments. Not great experience. Worst management company ever from my experience. Every time I have contacted you, the response I receive is your refund is still being processed and it’s been nearly two months. This is the worst customer service i have experienced. I emailed company for my refund 18th January keep saying its being processed and always lying. Tired and frustrated. Two months still waiting since 18th January now its March!!!
1/5
GoogleDo not provide a service and charges keep increasing. Will not provide invoices or accurate break down of charges. Property management companies assigned by the Estate Management Company on New Build Freehold (fleecehold) homes are the next PPI scam. Avoid at all costs, not that you can as it is written into your covenants that this company can charge what they want and there is currently nothing you can do about it.NegativeResponsiveness, Quality, Professionalism, Value
Hey Mr Kitson. Thank you for the review. You can inspect all invoices that is not an issue at all. Also independently certified service charge accounts are issued each year. Charges do increase though unfortunately. If you are a member of the Management Company at a development we manage you can engage with us anytime and have your say on things generally. Please contact your Property Manager who will be delighted to answer any queries.
5/5
GoogleMy customer service administrator Grace was fantastic. Really lovely and very helpful and understanding. Thank you
5/5
GoogleA big thank you to the landscape gardners for the work outside our house in Sherford. I sent an e mail to Gateway with pictures of the area that needed addressing. I received a prompt reply with course of action they would take. The work was undertaken shortly afterwards and the problem rectified. The area now looks as it should and is nice to look at rather than unkempt. Very pleased with how the issue was dealt with from my initial request to its conclusion.
1/5
GoogleDisappointed with services provided. If you're building is managed by this company, you will need to review all line items on any service charge issued by the company. They inflate costs and fail to deliver on services. Staff are paid to protect the company but need to view customer perspective. They refused to issue a refund when I overpayed the service charge. Claimed funds would be transferred to new provider as part of handover but no funds received. They then try to justify keeping money by making up additional expenses, without any proof provided.
5/5
GoogleLouise has been really helpful and efficient when coordinating the sale of our property. Thank you for all your help
Hello Samantha, Thank you for your great feedback, we'll certainly pass on your kind words to the team. Kind regards, James
5/5
GoogleI spoke with Purdey Cade at Gateway customer service desk. Very helpful person. She was polite and professional; listened to the issue at hand and provided the appropriate solution. It is customer facing personnel like Purdey that leave clients with an impression of the company and she is truly an asset for Gateway. She followed up within minutes of our call and provided me with what I needed. Brilliant customer service. Would have given her 6 stars if possible.
5/5
GoogleWhenever I call gateway for any support Abigail is always very good listener, and fast in resolving matters. She is indeed a vey helpful member of the team.
5/5
GoogleJackie has been wonderful to deal with any issues related to my property.
5/5
GoogleI recently needed to obtain assistance from Louise Tunstall at Gateway for a property title change and she was extremely helpful and helped me obtain the necessary documentation swiftly and was always prompt responding to all my emails. Louise was excellent at helping me resolve an issue that was otherwise complicated.
1/5
GoogleGateway has proved to be immensely unreliable and apathetic to nearly all property-related concerns we have had at our flat in SW20 for more than a year. Our liaisons (Luke and Michael) unfortunately do not seem to care to fulfil the services that Gateway promises to their clients, and have left us to manage issues (broken cctv, non-existent alarm systems, unresponsive emergency numbers, broken gates, intruders, and other basic civil issues to name a few) that Gateway are being paid to sort out. I definitely do not recommend this service/company.
1/5
GoogleAbsolutely disappointed and disgraced by Gateway property management. They really need to improve on their customer service which was really none existent. Called to highlight that we had received a reminder letter with charges to pay however hadn’t received the initial letter to pay the bill. Told the lady that this was not the first time we hadn’t received the notices and previously we were informed to provide our email address so they can ensure it doesn’t happen again. Got a really abrupt and rude response saying they can’t cater to that request as they have other customers. Explained that this was suggested by a colleague of hers and that I also didn’t think it unreasonable for email reminders to be sent considering everyone has email these days. The lady went on to tell me I should take my concerns to Royal Mail as they have nothing to do with this as they sent the initial letter out and that’s that. Again a very rude reply from her when a client is informing them of their concerns. We have been receiving all other mail and do not have issues with Royal Mail. I Asked to speak to her manager who was not much help either and had a worse manner than her colleague. Explains why they workers are so rude on the phone. The fact that other people have complained about not receiving the initial Letter and then being demanded to pay extra fees when a reminder letter is sent out is very concerning. The ombudsman needs to look into this company. very appauled by the lack of customer service as they not very helpful at all.
2/5
GoogleSlow to fix any errors on the estate. Have sent out late payment fees for people that paid, then didn’t send out a correction letter or email rather waited for people to ring and complain before telling them. Maintenance fee comes 3 weeks before Christmas with no option for monthly instalments. No residents board approved on the estate. Staff on the phone are usually pleasant hence not 1 star. All other aspects the company is useless and a waste of our money.
5/5
GoogleBeth has been the most helpful person I’ve ever come a cross at Gateway. Thanks Beth!
5/5
GoogleVery responsive customer service from the Charlton Hayes, North Bristol management team. They were very supportive of my circumstances and even waived off the late payment penalty. They have just taken over from the previous management company First Port who were absolutely hopeless to say the least. A marked improvement from their predecessor and I hope to see a much better management of the estate under their leadership.
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Tell us what you need and we'll put you in touch. Gateway Residential hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Southend-On-Sea.
