Trusted Agent profile · Southend-On-Sea
★★★★★
1,020 reviews across 2 platforms
Gateway House, 10 Coopers Way, Southend-On-Sea, SS2 5TE
Quality Street's office in Southend-On-Sea, at Gateway House, is rated 3.6 out of 5 across 1,020 reviews on two platforms, including 2 Google reviews rated 5.0.
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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
TrustpilotJackie was quick to respond
Jackie was quick to respond, polite and dealt with my problem very efficiently, which put me at ease knowing that everything was being sorted, a credit to the company.
Hi AnnetteThank you very much for positive review. We are delighted you had such a great customer experience with us and your queries were dealt with promptly. We will certainly pass on your great feedback to Jackie!Kind regards,James
1/5
TrustpilotOur service charge has increased by…
Our service charge has increased by around £200 this year, and the cost for the guttering had gone up by a huge amount, was told this is likely a mistake, but cannot reduce the charge for this year and will get a credit for next year. I don’t really think that’s good enough for an already extortionate charge.
Good morning,Thank you for your feedback, however unfortunately we are limited in our response due to the lack of information you have provided.We would therefore kindly ask that you email reviews@gatewayplc.co.uk with your full name and Gateway reference. A member of the team can then reach out to discuss your concerns further.Kind regards,James
1/5
TrustpilotHorrible service
Horrible service. I think they are in the honey business as they leave our grass grow high like the savanna. The property in question is on Potters grove.I don’t understand why you’d agree with the freeholder to cut the grass once a month. It’s clearly and simply not enough. And you didn’t even do a good job at that and left two other parts not cut. So technically it’s two months no lawn cutting.
Hi Zackarie,Thank you for your feedback. We are sorry that you feel this way about our service.The grounds maintenance team are instructed by the client to visit your property on a monthly basis. Unfortunately this frequency means that the grass has time to grow taller between visits. We hope that this clarifies the matter, but should you have any other concerns, we would encourage you to contact your landlord. Kind regards,James
5/5
TrustpilotDavid White has been helpful and…
David White has been helpful and proactive. We came to him with an issue and within days this issue was resolved. Appreciate the effort and assistance!! Thank you David.
Hi D Arth,Thank you for your 5* review! We are delighted to hear that you’ve had such a great customer experience with us and your queries were resolved by David so swiftly. We will certainly pass on your feedback to him!Kind regards,James
1/5
Trustpilotavoid!!!
if you find this company to be taking over management of your property then please do everything you can to stop this.endless bill increase, over charging of households, unjustifiable bills and charges added to annual costs. for 195 houses they are charging £21,000 per annum, of which £3,700 in lawn maintainence is all that is seen. The rest made up in accountant fees, management fees, directors fee, bank charges. Been unfortunate enough to have ended up with two properties managed by gateway, the first of which became virtually unsaleable
5/5
TrustpilotKane Tomlin visited us today great…
Kane Tomlin visited us today great service by him
5/5
TrustpilotNice experience
The inspector was nice, polite and thorough. He explained everything properly.
5/5
TrustpilotKane Tomlin did our inspection and was…
Kane Tomlin did our inspection and was very friendly & professional
1/5
TrustpilotWorst customer service with monopoly behaviour
Worst customer service and they want me to be quiet about all the issues on their side. They are always not communicating our bills on time and just send late payment charges forcing us to pay extra money. They don't even try to solve this by creating some list of customers who have complained and confirm the mail is sent next month. This is like my hard earned money is looted and they are irresponsible about it. They only talk in a way that no one can do anything to them though they continue to provide the worst service. Really fedup with the way they behave.
5/5
TrustpilotThank you, Louise!
I have recently dealt with Louise Tunstall in the Solicitors Enquiries Department who was quick to reply and extremely helpful in the information she provided.
Hi Hannah,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
TrustpilotUK THIEF
They’re just taking peoples money. It’s not worth paying even half of what we’re being asked to for the terrible service. In fact it feels like they’re robbing people. If you’re late for a payment then you have to pay a late payment fee. But there’s nothing to pay for, the standard of their services is appalling. When you write a letter to them their response is that they’re not at fault and will speak to their staff but 4 years down the line and it’s the same thing
Hello,Thank you for your feedback, however we haven't been able to verify your details with us.If you could kindly email reviews@gatewayplc.co.uk with your name and Gateway reference, a member of the team will come back to you regarding your concerns.Kind regards,James
4/5
TrustpilotI'm currently in the process of selling…
I'm currently in the process of selling my parents property on an estate managed by Gateway. Some questions needed answering from my buyers solicitors, I sent to David White from their legal team. I must say David is a credit to your company I was really impressed! Always responded in a timely manner.
5/5
TrustpilotHassle free at a competitive rate
1/5
TrustpilotAvoid any property managed by Gateway
I’ve lived in my building for just two years, and unfortunately, my experience with Gateway PLC has been overwhelmingly negative. Their customer service is nearly non-existent; emails to their “customer service” address go unanswered, leaving residents without updates or any sense that our issues are even being considered.The quality control on work done by vendors, paid for by us, the leaseholders, is abysmal. The state of the communal areas and basic building safety features are shockingly poor. The lifts frequently malfunction, the first-floor car park shutter is rarely operational, and the general safety of the building is ignored. These issues are left unresolved, impacting both our daily quality of life and our sense of safety.Adding to the frustration, we can’t even replace this management company due to a painfully slow freehold transition process. It’s incredibly disheartening to feel trapped with a management team that demonstrates such consistent negligence and disregard for the well-being of residents. I’m genuinely concerned that this lack of proper management will hurt the long-term value of my investment.I would strongly advise anyone to consider these factors carefully before moving into a property managed by this company.
5/5
TrustpilotVery helpful and efficient…
Very helpful and efficient communication with Brooke Tyrrell
5/5
TrustpilotGood service from Annika Perrin
It was a pleasure to receive a prompt reply from Annika Perrin, and a positive outcome, following yet another email to Gateway regarding the maintenance of the grounds of the estate where I live. I hasten to add that this 5-star review relates only to this most recent contact with the company ... previously I have written numerous emails, most of which have been ignored, about the poor service we have been receiving, both in terms of the maintenance of the estate and also about the opaqueness of the way in which they report on how they spend your money. I was not at all surprised when I read some of the many negative comments on this review site. I hope this latest positive response is a good sign for the future!
Hi Dennis,Thank you very much for your detailed feedback, and we are pleased that the concerns you had have been resolved.We will certainly pass on your kind words to Annika.Kind regards,James
1/5
TrustpilotExtremely slow at responding to building problems
I live in a property managed by Gateway and have had no heating and hot water for two weeks due to a problem with the communal piping connecting to my unit. In the home ownership guide it advises that these issues will be fixed within a week and so far every time I have called they have said they are "chasing" their contractors but it is out of their hands. They say it's only been five working days (it has been ten, so I'm not sure why it took 5 to put together a report in the first place). Approaching winter with no heating is awful and it feels like nobody at Gateway takes this responsibility seriously. So far in my experience I would suggest you avoid properties managed by Gateway if possible.
1/5
TrustpilotDisgraceful company. Avoid at all costs
I was charged a management fee by this company for a service they were then not appointed to do. It was advised that a refund was due which took 4 months to acknowledge. Then when they did acknowledge it, they delayed even further by saying they could not refund via the method I had paid (bank transfer) all payments had to go via cheque which would take 4 weeks. Then I was told the cheque was in the post on the 7th October still not received and it’s the 18th October. I sent a formal complaint in and have not received the formal reply. Customer Service manager is so awful and cannot commit to helping at all, just repeats the same sentence over and over again. They take your money and hang onto it as long as possible even when they know a refund is due. So much for ‘Treating customers fairly’ or ‘Consumer duty’ obviously alien to this company.
5/5
TrustpilotChay
Chay, was very friendly and professional at all times.
1/5
TrustpilotDreadful
Dreadful, and totally useless. They operate by being given contracts by big companies ( I have a good idea how this works). Then they charge you a yearly amount and do as little as is possible to cater for your requirements. We are unlucky enough to be in this situation because our house builder handed them the contract without any Consultation with us the residents. Whatever you ask of them, they simply ignore you and hope you go away. If you persist they ignore you some more ( which is where I am at present). You put an honest review online and they write a public response saying "please contact us so we can help you". You contact them and guess what? They ignore you some more. So you write another honest review and see if this is enough to actually get a response? We are planning a meeting of all residents to discuss Gateway and terminating our relationship because they are simply not interested in managing our development.
Hello Antony,We understand that the Regional Manager has been in contact with you regarding your parking concerns.Please do contact the Property Management team if you have any other queries.Kind regards,James
5/5
TrustpilotQuick and effective!
5/5
TrustpilotOne of the best!
I feel I need to give praise to one of the maintenance guys, I believe his name to be Mark. He has made our car park and surrounding areas look so neat & tidy of late. The edges have all been cut and everywhere clear of weeds. He’s obviously happy in his work which clearly shows. He is by far one of the best people from Gateway that we have seen for quite a while.
Dear Lee,Thank you very much for your excellent feedback. We are delighted that you are pleased with our facilities service and will certainly pass on your comments to Mark.Kind regards,James
1/5
TrustpilotPlease don't use this company.
Please do not use this company. They charge you for work that isn't carried out, massively overcharge for the work they do actually do and worst of all send you a second invoice after demanding more money because it cost them more to do than they thought.Edit: Hi James, thanks for the reply (And the voicemail) but I don't see the point in contacting you. You've charged me and my neighbours £32,681 over the last twelve months to cut what's probably about 300 square metres of grass a few times. That's a ridiculous amount, it's disgusting! I'll personally do it for a fraction of the cost myself if you like? If you want to help I'd suggest you scrap the extra £44.97 per house charge you've just pulled out of thin air because you've decided you didn't make enough profit.
Hello Chris,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
5/5
TrustpilotBeth at Gateway
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
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