Trusted Agent profile · Southend-On-Sea
★★★★★
603 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 3.7 out of 5 across 603 reviews on 1 platform, including 603 Google reviews rated 3.7.
Every review we hold for the Southend-On-Sea office, from every platform, shown as written. First names only.
5/5
GoogleZoe Overton When I phoned about a late payment charge Zoe was very helpful. I had not received this invoice though had received the half yearly invoice and paid on time. Zoe checked the records to make sure I wasn't a defaulter and removed the charge. Cheery and helpful
5/5
GoogleI have dealt with Louise on a couple of occasions recently and Louise has been prompt in her response and given me all the information I have needed. A pleasure to deal with someone so efficient in current times.
Hi Emma, Thank you very much for your positive feedback. We are delighted you had such a great customer experience with us and we'll certainly pass on your comments to Louise. Kind regards, James
5/5
GoogleI have been dealing with Louise Tunstall in a professional capacity - Louise has been dealing in the matter in an extremely professional manner with frequent helpful updates throughout - keeping myself fully appraised and always a quick turnaround.
Hi Harry, Thank you for your excellent feedback. It is very much appreciated. Kind regards, James
5/5
GoogleBeth has been extremely helpful with a problem we had on the estate. Thank you!
5/5
GoogleI had the pleasure of working with Ellie Walton and I must say she was incredibly professional and helpful. Ellie was an absolute star and I cannot find a single fault in my experience while dealing with Gateway.
Hi Anna, Thank you very much for your 5 star review! We are delighted that you had such a great experience with us, and Ellie in particular. We will certainly pass on your kind words. Kind regards, James
5/5
GoogleI have been dealing with Ms Louise Tunstall at Gateway with regards to multiple documentation requested from our buyers solicitors. Louise has been really helpful and can provide what is needed the same day. I have been really impressed with her helpfulness and I know things have moved along much quicker because of this. Our sale will hopefully complete soon. Many thanks Louise and for all the other matters you have also helped me with that have not necessarily been your department.
4/5
GoogleClaire Francis has been very accommodating and helpful. A1 customer service. She is a very good ambassador for her organization.
5/5
GoogleQuick, professional service when I needed some extra information quickly. Thank you Grace.
1/5
GoogleGateway Property Management is looking after are property. Service charge is very high, expensive. For amount what we pay Service is not a good. I Would not recommend .
Dear Arturas, Thank you for your feedback. We are sorry that you feel this way about our service. Unfortunately we have not been able to identify you as a Gateway customer with the limited information provided. So that we can investigate your review, we kindly ask that you email reviews@gatewayplc.co.uk with your full name and Gateway customer reference. From there, a member of the team will be able to reach out and discuss your concerns further. Kind regards, James
5/5
GoogleLouise Tunstall in the Solicitors Enquiry Department is wonderful to deal with, very efficient and polite, always keeping you up to date with the situation. A big thank you and a credit to Gateway PM Ltd
Hi there, Thank you very much for the 5* review! Kind regards, James
1/5
GoogleGateway are very slow in responding and even slower in fixing anything, in our block of flats, the parking gate has been broken for months but Gateway don't do anything about it, this is just one example, there are many such things that Gateway never fix or never respond to, instead they are always hiking service charges. Very DISAPPOINTING service, I DO NOT RECOMMEND to anyone.
Dear Akshay, Thank you for your feedback. We are sorry to hear that you feel this way. As the managing agent for your development, we work very closely with our client, the Residents Management Company. Our client is aware of the maintenance items you have raised, and we hope for progress to be made with these matters shortly. We will also be writing to you to provide clarity on certain inaccuracies and inconsistencies in the feedback you have given, which will help you understand Gateway’s position on your development better and clear up any misinformation. In the meantime, if you have any other queries, we encourage you to contact our Customer Services Department, who will be delighted to assist you. You can reach them by phone, on 01702 443 555, or by email, customerservices@gatewayplc.co.uk. Kind regards, James
5/5
GoogleI just wanted to say, thank you to Dominic and Richard our groundsmen who keep the greenery in great shape on elms garden estate in Mountnessing, they are both super friendly and helpful.
Hi Lesley, Thank you very much for your feedback. We are delighted to hear that you are so pleased with our facilities service, and Dominic and Richard in particular. We will certainly pass on your kind comments! Kind regards, James
1/5
GoogleWe’ve been stuck with this awful property management company for just over a year. They charge you for services you can’t access, refuse to give you invoices when asking for more funds which happened twice this year and their property managers change every few months so you have to go through the details again since nobody seems to communicate! Good luck if they manage your flat, they’ll take your money and not provide services.
Good morning Jordan, Thank you for your feedback. We are sorry that you feel this way about our service. Your Regional Manager has been in contact with you regarding this matter, has recently visited your development following your initial query, and is currently investigating the matter further. We appreciate your patience as the matters you have raised regarding the communal water supply are addressed, and we would kindly ask that you continue to liaise with your Regional Manager on this issue. Kind regards, James
5/5
GoogleLouise Tunstall was very helpful and friendly when we spoke on the phone. She responded to my emails and requests very quickly and efficiently.
Hi Emma, Thank you very much for your feedback. It’s great to hear that you have had such a great experience with us, and your query was dealt with so promptly. We will certainly pass on your kind comments to Louise! Kind regards, James
1/5
GoogleThey have put their service charge up 3 times now in 5 years and we can’t actually understand what we are paying for. They demanded their full annual amount off our family and we are currently running on a budget so I told them we afford to pay the full annual amount to which she said we don’t normally do a payment plan but offered one to pay over 5 months. She didn’t send any info on payment dates or amounts and then emailed me out of the blue to say we hadn’t paid September and we needed to pay it along with October (which wasn’t even due until 25th October) or we would get a penalty applied of £30 if we didn’t. We already had an admin charge applied just to do the payment plan which was £30. So this now would have been another £60 on top of everything! I had already explained to the not so empathetic woman that we were finding things hard and her responses to this was blunt demanding rude emails saying “we need the money or else” kinda responses. She didn’t even try to understand or even sympathise with our situation. It was as if she just couldn’t understand what I was saying. I told her we can’t afford it as we don’t HAVE IT in the bank but we would pay when we did. Her response again was rude and uncaring saying they would slap on a penalty and saying we don’t even have to offer people payment plans. I cousins believe the terrible uncaring customer service provided. We feel like we are just money pigs and just pay them cos they demand it. We don’t even know what they do!!! In response to James. It wasn’t word for word “pay or else” but what I’m trying to get across to you is that your customer service stinks! You have no empathy or understanding for people going through hard times or budgets and you need to spend some of this money you’re taking off people to train your staff to learn to deal with normal people who are not rich just because they have purchased a house. Who are normal people struggling in hard times. So get off your high horse James and realise that your company isn’t liked. Look at your reviews!!! You have a terrible average. It isn’t just me! Tell me why you keep putting your costs up, notice your didn’t respond to this. Naaaa you wouldn’t would you. So tell me what do you even do to our estate? Sod all if you ask me. So James nobody likes your company because we are sick of being taken mugs out of and yes you used the word DEMAND. this is more like it. You demand money. That’s all you’re company is interested in!
Hello Pamela, Thank you for taking the time to leave us feedback. We demand the Service Charge per the terms of your TP1 document that you signed when purchasing the property. For your development, the Service Charge is demanded annually. The payment plan options were sent to you on 26th August 2022, this included the proposed payment dates and amounts. Our terms and conditions were also attached. The additional fees factor in the additional administrative work required. This includes setting up your payment plan, ensuring it is being adhered to and any follow up action as a result of any missed payment(s). We received a response from you shortly after our proposal email, confirming your acceptance of the above. Finally, under no circumstances has any communication to you, written or verbal, included phrases of ‘We need the money or else’, nor has any comment been made that is remotely similar to the same. Kind regards, James
1/5
GoogleTruly awful! In fact in a thesaurus the expression "money for old rope" meaning should just state "Gateway property management ". We had this outfit forced onto us by our house builder Persimmon and we really need to terminate this arrangement. If you email or message them they will Always ignore your contact hoping you will go away. Only when you complain several times will they eventually respond with a pathetic excuse as to why they didn't initially reply. They are not remotely interested in dealing with anything and certainly don't "manage". In the last 5 years All they have done is arrange for our grass to be cut often changing the workforce to a cheaper option. Money for old rope!
Hello Antony, We are sorry to hear that you are dissatisfied with our service. Kindly confirm your identity by emailing reviews@gatewayplc.co.uk and including your Gateway reference. The Property Management Team can then reach out to discuss your concerns further. Kind regards, James
1/5
GoogleYet again, a year has gone by with very little work completed on the estate, rotting rolls of turf sat on the estate for weeks with no works being carried out and overgrown bushes making exiting the estate difficult due to visibility. 2023 invoice arrived today with over a 10% increase year on year. Company is an absolute joke and wont answer your queries.
1/5
GoogleGateway do not provide the services that they say they are going to provide. The grounds maintenance is not carried out at the stated intervals, bins left overflowing for months & grass areas unusable as left to grow so long. Play equipment damaged for over a year, makint the equipment unuseable. They are never available on the phone when you call, and if you do get hold of someone they wont answer any queries, instead saying they will call back - which they never do.
Hello David, Thank you for providing us with feedback and we are sorry that you feel this way. If you could kindly email reviews@gatewayplc.co.uk with your name and Gateway reference, a member of the team will reach out to you directly to discuss your concerns further. Kind regards, James
1/5
GoogleTerrible customer service and unwilling to listen to reason regards unfair application of late fees and refusal to remove them. Alleged to have sent out an unexpected invoice that I didn't receive but they cannot provide proof it was sent. I first became aware when I received a chaser email to which I responded asking for information on the invoice but received no response until over a week later. By this time the payment was deemed 'late'. Paid the invoice on goodwill without obtaining the invoice backup as they were threatening another late fee however are now refusing to remove late fees.
Hello AW, As mentioned previously, we have been unable to verify that you are a Gateway customer. Please confirm your identity by emailing reviews@gatewayplc.co.uk with your Gateway reference included, so that a senior member of the team can then investigate the matter further. Kind regards, James
1/5
GoogleThey have put their service charge up 3 times now in 5 years and we can’t actually understand what we are paying for. They demanded their full annual amount off our family and we are currently running on a budget so I told them we afford to pay the full annual amount to which she said we don’t normally do a payment plan but offered one to pay over 5 months. She didn’t send any info on payment dates or amounts and then emailed me out of the blue to say we hadn’t paid September and we needed to pay it along with October (which wasn’t even due until 25th October) or we would get a penalty applied of £30 if we didn’t. We already had an admin charge applied just to do the payment plan which was £30. So this now would have been another £60 on top of everything! I had already explained to the not so empathetic woman that we were finding things hard and her responses to this was blunt demanding rude emails saying “we need the money or else” kinda responses. She didn’t even try to understand or even sympathise with our situation. It was as if she just couldn’t understand what I was saying. I told her we can’t afford it as we don’t HAVE IT in the bank but we would pay when we did. Her response again was rude and uncaring saying they would slap on a penalty and saying we don’t even have to offer people payment plans. I cousins believe the terrible uncaring customer service provided. We feel like we are just money pigs and just pay them cos they demand it. We don’t even know what they do!!! In response to James. It wasn’t word for word “pay or else” but what I’m trying to get across to you is that your customer service stinks! You have no empathy or understanding for people going through hard times or budgets and you need to spend some of this money you’re taking off people to train your staff to learn to deal with normal people who are not rich just because they have purchased a house. Who are normal people struggling in hard times. So get off your high horse James and realise that your company isn’t liked. Look at your reviews!!! You have a terrible average. It isn’t just me! Tell me why you keep putting your costs up, notice your didn’t respond to this. Naaaa you wouldn’t would you. So tell me what do you even do to our estate? Sod all if you ask me. So James nobody likes your company because we are sick of being taken mugs out of and yes you used the word DEMAND. this is more like it. You demand money. That’s all you’re company is interested in!
Hello Pamela, Thank you for taking the time to leave us feedback. We demand the Service Charge per the terms of your TP1 document that you signed when purchasing the property. For your development, the Service Charge is demanded annually. The payment plan options were sent to you on 26th August 2022, this included the proposed payment dates and amounts. Our terms and conditions were also attached. The additional fees factor in the additional administrative work required. This includes setting up your payment plan, ensuring it is being adhered to and any follow up action as a result of any missed payment(s). We received a response from you shortly after our proposal email, confirming your acceptance of the above. Finally, under no circumstances has any communication to you, written or verbal, included phrases of ‘We need the money or else’, nor has any comment been made that is remotely similar to the same. Kind regards, James
1/5
GoogleHaving dealt with quite a few management companies, I can assure you Gateway is one of the worst. Our development consists of approximately 224 flats and houses in Denham. Despite increasing service charges year on year, Gateway still can't budget for minor works on our development and will find any excuse not to complete it. Accounts are never published in a timely manner, Customer service is poorly handled by a team who sit at the head office that are inexperienced and they could not care less about the properties they manage. Gateway managers have held several meetings on-site with promises, but nothing has ever been accomplished. Even though they claim to "specialize in portfolio management" they cannot even manage their own staff onsite. In terms of the reviews online, coincidently the positive ones relate to the conveyancing aspect of Gateway and have nothing to do with the actual management of sites. My advice along with many others who have left reviews is to avoid Gateway Property Management Ltd.
Hello Jiten, Thank you for taking the time to leave your feedback. We’re sorry to hear that you feel this way. Both Gateway Property Management and the Management Company are aware of the items you have raised concerning your development. These items form part of a larger, ongoing decision-making process. Gateway Property Management will continue to communicate with residents regularly with progress updates as and when they occur. If you would like to discuss any concerns you have further, please email reviews@gatewayplc.co.uk with your Gateway reference included, and a member of the team will come back to you. Kind regards, James
1/5
GoogleTrebled our estimated yearly service charge as soon as they took over Pass the book back to Persimmon although there’s a clear trend of them working together on fleecehold new builds Demand service charge with little notice, but won’t show actual spend until 6 months after the period ends Demanded 180 in January, their leaflet offers up payment plans when actually they then charge an admin fee to put this in place and 8% interest if you spread over 6 months. Rude customer service with no consideration of customers Trapped into ridiculous costs with nothing to show for it
Dear Jessica, Thank you for your feedback. We are sorry to hear that you feel this way about our service. Please be advised that the Senior Estates Manager for your development will be contacting you directly to discuss your concerns further. Kind regards, James
1/5
GoogleWe had to pay £450 when selling our home for Gateway to transfer the name on the account. When we called to query the price they were rude and dismissive. Gateway was not open or transparent with this charge when when purchased the house. Reported to BTS. Work done on the new build estate that was agreed with house builders has not been completed after 3 years of taking over the management of the green spaces. All in all not a good company.
Dear Leonora, Thank you for your feedback. We are sorry to hear that you feel this way. The sales pack fee covers the administrative work undertaken to collate, review and approve the information required for each individual property, the issuance of the sales pack itself with all associated documentation, and all correspondence throughout the process. If you would like a full breakdown of the contents of the sales pack, or any further information on the sales process, please contact our Solicitors Enquiries Department who will be delighted to assist you. The outstanding works you have mentioned are classed as remedial works, which are to be completed by the developer. Kind regards, James
5/5
GoogleMassive thanks to Ellie (Legal Assistant) who sorted my leasehold pack within about 24 hours. All queries from the solicitors team were answered on the day when asked as well. Very impressive!
Hi Kieran, Thank you very much for your review. We are delighted to hear that you had great customer experience and your queries were dealt with promptly. We will certainly pass on your kind comments to Ellie. Kind regards, James
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Gateway Residential's Southend-On-Sea office has 603 reviews across 1 platform: 603 on Google.
Gateway Residential Southend-On-Sea is rated 3.7 out of 5 across all 603 reviews, and 3.7 out of 5 on Google from 603 reviews.
Gateway Residential Southend-On-Sea, Gateway House, 10 Coopers Way, Southend-On-Sea, SS2 5TE.
