Gateway Residential Southend-On-Sea reviews

★★★★★ 1/5

Google

I am extremely unhappy with the service we have received from gateway in the past 12 months. I have read through many of the reviews on the page at this point and find most negative reviews get shot down by gateway as “slander or fake” I can promise you this isn’t the case with this review. Gateway took over from the development company just over a year ago and immediately we found ourselves in a battle, they sent us a 6 month bill for service charges. This would be fine and expected but the amount they were requesting would be equivalent to a 32% increase from the quotes we were provided at the purchase of our property. As a block of 9 flats we went back to our developer to complain after getting nowhere with gateway and out “property manager”. After bovis and their solicitors got involved the bill was “revised” and brought back down into the quoted territory. And we thought that was the end of it - this was a 3 month battle to resolve. Now a month ago we receive a bill for “deficit” on the last years accounts. Nothing was outlined in the letter attached as to what the deficit was and why we were incurring it, just an end of year accounts attached with nothing particularly outlined. Seeing a charge for again a deficit of somewhere in the region of 30% increase to our costs with no explanation as a building we were outraged. We contained our property manager individually to be palmed off for over a week for her to come back with a less than satisfactory breakdown that didn’t actually explain fully why extra chargers were incurred. We finally received invoices for some services provided by gateway and have found our electricity bill to be astronomical as they have not attempted to find a good plan for us to be on - something a management company should be doing. Through scouring the paperwork we have found that out buildings insurance and health&safety bills that “ended up being higher than expected” (a quote from the manager) were actually company’s that have the same director and are based in the same building as gateway, this rang alarm bells to all of us as it would seem it is purely monetary gain that our bill has been increased. We are currently disputing the bill and trying to get more information from gateway, but every time we get a reply from our property manager she is then on annual leave the next day and is uncontactable. We are now receiving letters threatening late payment charges even though we are disputing the claimed extra money. I urge you to stay away from this management company if possible. Their customer service is atrocious unless you are calling to pay them money in most cases. If you are buying a new build and they are the management company talk to your developers to see if this can be changed, it seems it’s too late for us.

Ashley · 14 June 2020

★★★★★ 1/5

Google

It's a shame I even have to leave 1 star because I wouldn't even give them half! The most incompetent company I have ever had the frustration of dealing with. Completely ignore their customers, even after repeated chasing. They lie about staff being off sick, away from their desks etc to dodge phone calls, send out invoices with incomplete explanations and expect payment despite failing to carry out any work, fail to answer your queries regarding invoices but are able to send out reminders and threats for non payment. Unfortunately I am pretty much speaking almost everybody in my development too, this view isn't only based on my own poor experience with them. How hard is it to answer your emails?

Cara · 14 June 2020

★★★★★ 5/5

Google

Efficient & Prompt Replies from Customer Service Agent Claire Harold. The email response for any queries or questions is fast & efficient.

S · 26 April 2025

★★★★★ 5/5

Google

Charlotte has always been very helpful throughout the sale process and has always responded on time with seamless effort. Kind regards Nimmi Bains of Woodford Stauffer Solicitors

Narissa · 14 June 2023

★★★★★ 5/5

Google

Louise Tunstall, was very prompt and efficient regarding various bits and pieces I needed assistance with in respect of a conveyancing matter. A pleasure to deal with.

Nick · 14 June 2023

★★★★★ 1/5

Google

Terrible management company! Avoid.. Charges have gone up and little work has been done in the building. Feel like your being robbed.

Danny · 17 October 2023

★★★★★ 5/5

Google

Ellie Walton at Gateway has been such a tremendous help in all things relating to legal matters, her near instant responses and accurate information and assistance have been no less than awesome. if only all service providers were as efficient and accurate life would be x1000 easier in every aspect!

Mike · 10 January 2024

★★★★★ 5/5

Google

I received multiple unjust parking fines equating to over £2000. After appealing these fines with National Parking Control with no luck I contacted Gateway. Thankfully Hailey Davis managed to resolve the matter saving me a lot of money and stress. So thank you

David · 30 May 2024

★★★★★ 5/5

Google

First time help from Gateway, Natasha Coker After two late payment fees due to not received invoice letter, finally invoice was sent via email. Allowing to pay ground rent on time. Truly appreciated

Barbara · 11 November 2024

★★★★★ 5/5

Google

I spoke with Louise this morning and she was very helpful and polite and put my worries at ease. She dealt with my query straight away.

Sharon · 14 June 2023

★★★★★ 5/5

Google

Gateway have been great for our property. Always very responsive and attentive, and it really feels like they listen. Emma Collett especially -- special shoutout to her. From the usual maintenance queries to neighbour disturbances, she's always been so lovely to deal with.PositiveResponsiveness, Quality, Professionalism

Jack · 23 October 2020

★★★★★ 1/5

Google

Ridiculous price for necessities (keys). £30 + £7 delivery for a tiny fob. In particular for something we never supplied with when we first moved in. Quite clear they're out to extort tenants for everything they can. What a shame.

Tina · 14 June 2021

★★★★★ 1/5

Google

If you're forced in to a site management programme that involves Gateway & Persimmon don't sign it - Make sure everything is signed over to the home owners management company before you pay any money & pick your own management company. 6 months since they last cut the grass, but threaten to withhold payment because of their total lack of service & they'll threaten legal action before you've taken your next breath. Absolutely awful company, indicative of what's wrong with just about everything in life..........

Richard · 15 June 2018

★★★★★ 1/5

Google

An awful company to deal with, very stressful attempting to get any issues resolved as no one wants to deal with you. We only got responses via email, 2 days later. Unhappy with this management company ourselves we researched 'Right to manage', the Right to Manage (RTM) lets some leasehold property owners take over management of the building - even without the agreement of the landlord. Since taking over management we initiated major works to our building the next week, at a much better price than what we were quoted by Gateway. Bearing in mind had Gateway done their jobs properly these major works would never have been so major had they painted the building every few years like they are paid to do so. The building outside had not been touched in easily over a decade or two so there was a lot of rendering to do. Happy we will never have to deal with this company again. Building looks incredible for it! 5 star reviews on here are suspicious, look at review centre for more accurate star rating.

Adam · 15 June 2018

★★★★★ 1/5

Google

Appalling customer service. Outlined issues in September 16, which are still unresolved 25months later. The changeover from Bovis to Gateway was not a smooth transition and neither organisation can state where fees have disappeared to! ( They both like to blame one another!) When paying high fee's this simply should not happen and is unacceptable. Some members of staff are extremely rude and you are made to feel stupid for asking questions about what you are expected to pay and why... Stating to a customer that you refuse to waste £30 of petrol when invited to see what contractors are doing, is a disgrace. Funnily enough the same member of staff has been named and shamed in other posts!!! Gateways website states that they only had 7 complaints in 2015... I find this extremely hard to believe!!! ** Having emailed the director Michael Lawton 2 years later after issues are still unresolved, the silent treatment has begun, similar to that of all other members of staff we have dealt with. The customer service is appalling and despite being told about repairs, and outstanding jobs, no one seems to be acting upon them months later. Reading comments on here, Gateway's information and stats regarding complaints on their website are inaccurate and false!

Julia · 15 June 2018

★★★★★ 5/5

Google

Mark - Really accommodating and helpful man. He went out of his way to get me a key cut for the communal shed attached to the block of flats as I don't have a means of travel. He went above and beyond and got me the key i was so desperately in need of.

Alex · 19 July 2023

★★★★★ 5/5

Google

Paige….Outstanding value for money employee.. Give this girl a pay rise before Toyota Australia steal her for our benefit.. :) Highlighted the customer service out there.

PAUL · 4 January 2025

★★★★★ 5/5

Google

Beth at Gateway was so helpful this morning regarding an enquiry about my invoice and setting up a payment plan. Wish all of my phone calls with companies could be this simple and pleasant! Many thanks

Sarah · 28 July 2024

★★★★★ 1/5

Google

Expensive and impossible to deal with. Poor services provided at great and increasing cost. Constant asks for more money, with no choice or reasoning give. Evasive - can barely get contact from them and if you do it’s full of inaccuracies, ignored queries and even lies.

Chris · 15 January 2024

★★★★★ 1/5

Google

Shocking organisation, total lack of customer service. Happy and quick to invoice for abysmal service. Complaints largely ignored with little progress. Invoices in dispute disregarded and just get late payment charges added. Residents left helpless and not happy at all. Vistry Silk Mill Estate East Hanney.

Alex · 15 January 2024

★★★★★ 5/5

Google

Great customer service. My query was dealt with promptly thanks, I contacted Abigail initially who was lovely but she couldn't help me so she directed me to Claire who made a prompt decision about my query. Thank you 😊 …

Joys · 14 May 2024

★★★★★ 5/5

Google

I've had a fantastic experience with Gateway Management so far. Their service is top-notch, and I've been consistently impressed by their professionalism and efficiency. Phoebe and Zoe, in particular, have gone above and beyond to assist me promptly and effectively.

Finley · 14 May 2024

★★★★★ 1/5

Google

My current developed is "managed" (the inverted commas are on purpose) by Gateway. So was a block of flat I used to live in. I can honestly say that things got done only when I got them done. Gateway are unresponsive and they seem to go through property managers like there is no tomorrow - every 6-9 months the property manager would leave the firm and we'd have to start from scratch. If I were the CEO I would be embarrassed by the nonexistent value they deliver to their customers

Riccio · 15 June 2017

★★★★★ 5/5

Google

It is so refreshing to receive information and replies so quickly from a management company. Louise Tunstall particularly, incredibly helpful and efficient.

S · 14 June 2023