5/5
TrustpilotRung with an issue as I never received…
Rung with an issue as I never received the first invoice, Paige was friendly and professional and corrected the problem quickly.
Trusted Agent profile · Southend-On-Sea
Quality Street Southend-On-Sea reviews
★★★★★
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.
Reviews
Every review we hold for the Southend-On-Sea office, from every platform, shown as written. First names only.
Trustpilot1/5
TrustpilotUnprofessional. Does not fill one with confidence.
Terrible company rude up to management level. Refused to apologise after misinforming me, leading to late payments. Refused to listen, clearly lacking in customer service training and basic decorum. Believe resolutions involve rasing their voices like children. On top of that, there is no obvious service that has been provided as our development has constant litter and weeds.
Agent replied · 15 June 2024
Good morning PrabThank you for your feedback, but unfortunately we have not been able to verify you as a Gateway customer with the information you have provided.We kindly ask that you email reviews@gatewayplc.co.uk with your full name and Gateway customer reference number. From there, a member of the team will be able to reach out and discuss your concerns further.Kind regards,James
1/5
TrustpilotI wish I could give 0 stars
I am not happy with the service charges and the way the company deals with my complaints. We are in process of investigating their first year service charge breakdown (they have been assigned as our property management company recently) and there seem to be a lot of questionable charges. They are charging us 30 pounds an hour for cleaning! This is one example. I have many other concerns and will update this review shortly after my detailed investigation. They are Charging a 2 bed flats over £2000 per year - we are not even based in London! This is a lot of money. Our lift went out of service on Friday afternoon and when we called their out of hours service they were unable to fix our lift which caused a lot of inconvenience for me that evening.
1/5
TrustpilotI wish I could give 0 stars
I am not happy with the service charges and the way the company deals with my complaints. We are in process of investigating their first year service charge breakdown (they have been assigned as our property management company recently) and there seem to be a lot of questionable charges. They are charging us 30 pounds an hour for cleaning! This is one example. I have many other concerns and will update this review shortly after my detailed investigation. They are Charging a 2 bed flats over £2000 per year - we are not even based in London! This is a lot of money. Our lift went out of service on Friday afternoon and when we called their out of hours service they were unable to fix our lift which caused a lot of inconvenience for me that evening.
1/5
TrustpilotGateway raised my service charges 25%
Gateway management company took over the development where I live at the beginning of 2024. It is a new build within the last 3 years and so everything is almost new and in good working order.They have raised the yearly service charge by 25% on my apartment, all while providing what seems to be a similar level of service to the previous company (LRM) in my opinion. Other apartments in this development have had their service charges go up more than 25% under Gateway. The inflation rate in the UK according to the government website is currently less than 3%.I'm my opinion there is very little value for money under them so far.
1/5
TrustpilotAbsolute cowboy company
Absolute cowboy company. Cost has increased every year for the past five years. Gardeners blow leaves into the stream and block it and are generally low quality ‘gardeners’. The company have put hideous signage up at the front of our estate, a life buoy in a brook and will not listen if you fault their contractors.
Agent replied · 24 August 2024
Good morning Victoria,Thank you for your feedback. We are sorry to hear that you feel this way.So that we can look into this further, we kindly ask that you email reviews@gatewayplc.co.uk with your full name and Gateway reference. From there, a member of the team will be able to reach out and discuss your concerns.Kind regards,James
5/5
TrustpilotGreat Service
Dealt with Louise Tunstall regarding some legal enquiries. She was very efficient, updated me with timescales to hearing back and was very helpful.
Agent replied · 15 June 2024
Hi Rachael,Thank you very much for the great feedback!Kind regards,James
5/5
TrustpilotExtremely helpful
Louise was very helpful when I needed information from Gateway my questions were answered very quickly and professionally.
Agent replied · 15 June 2024
Hi there,Thank you for your 5* review!We are delighted that you’ve had such a great customer experience with us, and Louise in particular.We will certainly pass on your comments to her.Kind regards,James
5/5
TrustpilotThanks for your help
Very professional and responsive, Louise Tunstall has been extremely helpful when we have been looking to obtain a management pack for a property. Thanks for your help.
Agent replied · 15 June 2024
Hello Sammy,Thank you very much for your 5 star review. It is greatly appreciated!Kind regards,James
1/5
TrustpilotActually it’s a zero but can’t put…
Actually it’s a zero but can’t put that! Unbelievably atrocious company. Avoid any property they manage. Ridiculous service charges for zero service, slap on late payment charge as they wish. Huge insurance bill and guess what they own the brokers so it’s a win win for gateway and lose as usual for leaseholders. Desperate to get rid of this company and start a RTM.
Agent replied · 15 June 2024
Hello Jane,Thank you for your feedback. We are sorry to hear that you feel this way about our service.So that we can look into your concerns further, we kindly ask that you email reviews@gatewayplc.co.uk with your full name and Gateway reference. From there, a member of the team will be able to reach out and discuss things further.Kind regards,James
1/5
TrustpilotExtremely unprofessional…
Extremely 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 both Google and trust pilot.
Agent replied · 15 June 2024
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
TrustpilotA first class service from Emma Collet
Emma has been most helpful and provided a first class service in response to our many queries, keeping us perfectly updated at all times throughout the process. Thanks Emma, great to have experienced such a professional service, much appreciated!
5/5
TrustpilotSupportive Legal Team
I am in the process of selling my flat and have had many requests and enquiries to respond to in a timely manner, which required responses from your team. This week in particular I have been so pleased and grateful for Ellie W and Charlotte's involvement with my case as they have gone above and beyond. Thank you both so much, it truly is appreciated
Agent replied · 15 June 2024
Hi Abena,Thank you very much for your positive feedback.We are delighted that you've had such a great experience with our Legal Team, and Ellie and Charlotte in particular. We will certainly pass on your kind comments. Kind regards,James
1/5
TrustpilotAvoid at all cost if you want a proper service
I'm really sorry but i'm not sure how these guys got a 5 star, they are fakes! Avoid using them as your management company at all cost! They come up with some imaginary service charges, and when you question them they never come up with evidence or never respond but they demand & ask for money! In addition to that, for the money they ask, they give 0 service out of what they say they do. Just stealing money from people..
5/5
TrustpilotAmendment to account
I needed to give authorisation to a family member to deal with matters on my behalf.The customer account representative Purdey was very helpful and efficient in dealing with my request. Thank you.
5/5
TrustpilotSale
I am acting for clients in connection with their sale for which Charlotte Hayes was fantastic in helping me obtaining documentation urgently required
Agent replied · 15 June 2024
Hi Kerri,Thank you very much for the positive review!Kind regards,James
5/5
TrustpilotClaire Harold was extremely helpful
Claire Harold was extremely helpful, quick to respond to my email and answered my query promptly. Claire also subsequently helped me follow up on my query and put my mind at ease to which I am very grateful. Charlotte Sinanian.
1/5
TrustpilotTerrible company
Terrible company. Super arrogant staff who just don’t care. Building is poorly managed. Doors broken and communal doors not working. Shabby and dirty communal spaces
5/5
TrustpilotGreat service from Beth
Beth is professional, friendly and always responds to my queriesShe is patient and thorough in her communicationWell done Beth 👍
1/5
TrustpilotREF; Reserve Fund-and the lack of Transparency.
We are leaseholders in Southend on Sea and have requested a bank statement or at least a record of transactions from our reserve fund. Gateway have refused to supply one giving the excuse that it's a 'client receipt account.' Also, we now discover this is not an interest accruing account, and is a breach of the lease. With this in mind, we deducted £250 from the annual service charge. We said we would prefer to have sight of the bank statement and transactions and return the deducted amount. They said they will not change their stance! We believe they have an obligation to supply us this information. As an outcome of Gateway's 'unpredictability,' we introduced a policy of communicating only by email and letter some 6 years ago. The obvious reason is correspondence is recorded, so therefore can be corroborated at a later date if necessary.
1/5
TrustpilotAwful company
Awful company. The service expenditure report for 2023 clearly shows they spend more on management fees, accountancy, filing fees, bank charges, postage, directors insurance, company admin fees, legal expenses, bank charges, site inspection, etc than actual ground maintenance. Yet they continue to put the fees up every single year. Useless.
Agent replied · 15 June 2024
Good morning Charlotte,Thank you for your feedback, however we have been unable to verify you as a Gateway customer with the limited details provided.So that we can look into this further, we kindly ask that you provide us with your Gateway reference number, either through Trustpilot itself or by emailing reviews@gatewayplc.co.uk. From there, a member of the team will be able to reach out to discuss your concerns. Kind regards,James
5/5
TrustpilotI am a conveyancer and recently…
I am a conveyancer and recently requested an up to date service charge account urgently. Dealt with David White who was very efficient and friendly.
5/5
TrustpilotVery efficient member of staff…
Very efficient member of staff explaining very thoroughly what I had to do many thanks Jackie Fenn
Agent replied · 15 June 2024
Hi Jo,Thank you for your 5-star review! We are delighted to hear you had such a great experience with Jackie. We will certainly pass your positive comments on to her.Kind regards,James
5/5
TrustpilotAbigail in customer service is excellent
My review is of Abigail in customer services, who listened to my complaint and dealt with it in a professional and compassionate manor. The matter was resolved quickly and efficiently.Gateway are no better or worse than any other Management Agents. Their grounds staff are professional and work hard, but costs have gone up almost 100% in 8 years, which isn’t in line with inflation and is largely to do with increases to the management charge not the contracted costs.
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.
Want a trusted local agent to help?
Tell us what you need and we'll put you in touch. Quality Street 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.
