Trusted Agent profile · Southend-On-Sea
★★★★★
1,022 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 3.7 out of 5 across 1,022 reviews on two platforms, including 2 Google reviews rated 5.0.
Every review we hold for the Southend-On-Sea office, from every platform, shown as written. First names only.
5/5
TrustpilotVery efficient member of staff…
Very efficient member of staff explaining very thoroughly what I had to do many thanks Jackie Fenn
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
TrustpilotJackie was incredibly helpful and…
Jackie was incredibly helpful and understanding, and very efficient in replying. Really great service
Hi Justine,Thank you very much for your 5-star review.It's great to hear that you have had such a great experience with us, and Jackie in particular.We will certainly pass on your kind comments!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.
1/5
TrustpilotG Clements/P Gibson.
G Clements/P Gibson.Woodgrange Drive, Southend-on-Sea Essex.Weak legislation allows this unsavoury group of self -important time wasters with attitude problems, to masquerade under the guise of a management company. A blight on Society!The unscrupulous practice of posting fake 5- star on line reviews, and removing 1 star reviews is currently being investigated by the Regulator.(CMA)We intend to bring Gateway to their attention in the near future.Our name and address head this review, and we are Leaseholders.On the 7th of December Gateway contacted Trustpilot to ask us to provide them privately with more information. This is nonsense, as all correspondence is conducted via email, and therefore documented.So we see no reason why this should take place.If Gateway want to prevaricate, we invite them do it in Public, via Trustpilot.
5/5
TrustpilotEllie Walton at Gateway
Ellie Walton at Gateway, quiet possibly provided the best service I have experienced in the UK, super efficient and accurate when ever any information or confirmation was needed she responded near instantly with the relevant details.Thanks Ellie, you are golden!
5/5
TrustpilotQuick reply and satisfactory outcome to…
Quick reply and satisfactory outcome to my enquiry. Thanks Beth.
1/5
TrustpilotThey are useless
They are useless. Overpaid. Rarely turn up. When they do its poor quality and never finished. They do little of what the contract says. Our residents group have been in dispute with them for well over a year. Appalling service and extortionate price.
Dear Rosalynd,Thank you for your feedback. We are sorry that you feel this way about our service.Our Head of Customer Services has attempted to contact you to discuss your review but hasn't been able to reach you.We would encourage you to respond so that the issues you have raised can be addressed and resolved.Kind regards,James
1/5
TrustpilotShocking company
Shocking company, avoid! I'm stuck in a contract where they can charge whatever they like as a property service charge and it goes up every year. Currently £375 a year to visit once a year to trim a hedge across the road from me just before the bill is due. They ignore emails then add late charges to bills.
Good morning Gavin,Thank you for your feedback. We are sorry 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 the issues you have raised.Kind regards,James
5/5
TrustpilotLouise Tunstall was quick at responding…
Louise Tunstall was quick at responding to our enquiry - very efficient
Hi Nicky,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
TrustpilotThis company is ripping off the…
This company is ripping off the residents of Tarraby View Carlisle. Inflated charges and also failing to carry out all the work it is contracted to do.Hi James, I'm afraid you are not telling the truth. The issues are still here and very raw for the residents. Once we get the residents association up and running we will change to a reputable contractor.
Hello Ian,Thank you for your feedback. We are sorry to hear that you feel this way.Upon speaking with your Estate Management Team, it is evident that the grounds maintenance team for your development was made aware of concerns raised by the residents and these have since been addressed.If you have any other queries, we encourage you to contact your Estate Management Team, who would be delighted to assist you.Kind regards,James
5/5
TrustpilotGateway Property Customer Service
Gateway manage my property and I have always found them to be extremely helpful since i moved into the property. Paige Heiser in the customer service team always goes out of her way to help me if ever I have needed to reach out to them for support and always responses very promptly to any emails. Many thanks for the lovely service, Nic
Hi Nicki,Thank you very much for your positive review.It’s great to hear that you have had such a continually great customer experience with us, and we will be delighted to pass on your feedback to Paige and the team. Kind regards,James
5/5
TrustpilotI live on the Wren Green Estate in…
I live on the Wren Green Estate in Wrenthorpe, Wakefield. Whilst walking my dog this morning I saw 2 lads doing the landscape maintenance. They looked to be doing a thorough job. I then got speaking to them and they informed me they'd taken over the contract for the landscaping and would be there every 2 weeks, which is a lot more then we saw the previous contractors. They were very polite, professional and friendly and a credit to your company. The lads were caller Curtis and Richard.
4/5
TrustpilotJackie was quick to respond to my query…
Jackie was quick to respond to my query and her instructions were clear.
Hi Justin,Thank you for your positive review.It's great to hear that you had such a great customer experience with us and your query was dealt with promptly.We will certainly pass on your comments to Jackie!Kind regards,James
5/5
TrustpilotToday I have the greatest pleasure of meeting Mark And Paul
Today I have the greatest pleasure of meeting Mark and Paul.I was stuck, and they gave up their time to assist a very distressed lady (me), and I’m truly thankful for all the help and assistance. They have restored my faith in humanity.Again, I can’t say thank you enough. These two chaps are a credit to your company.Nicest guys everTHANKYOUQueens Hill
Hi Hayley,Thank you for the 5-star review!It's great to hear that you are so pleased with our facilities service for your development, and Mark and Paul in particular.We will certainly pass on your kind comments to them!Kind regards,James
5/5
TrustpilotExcellent service
Excellent service, always polite and helpful.Any problems or advice Kira is always available and is very prompt in sorting things out. A credit to the company.I would highly recommend JW Wood Lettings without hesitation.
2/5
TrustpilotMinster Drive properties
Poor service fence that was blown down in December around the whole of one side of the building has still not been replaced and the old fence panels just left to rot in the car park.When asked for dates when this will be done tell you they need further quotes which just feels like your being fobbed off but when you say this they just stop replying to your emails.Also a recent health and safety issue about items being left in the communal areas. Where they sent a letter out giving a date when tenants/ lease holders should remove these items by or they would remove them but never turned up to remove the items left on the date they stated. Hence some items are still left in these areas and no follow up has been done as yet. It’s not much use sending letters if there’s no follow up on the date stated by them ! Even though it’s a health and safety issue.I have emailed twice asking when these will be removed and they think it’s simply ok to just ignore you and not reply.When repairs are carried out it is shoddy workmanship last year a waste pipe came loose pouring dirty water down the front of the building this took weeks to repair the first time they came they just pushed the pipe back together which came loose again the same day When they came back they replaced the pipe with a black one when all the outer pipes on the building are white and everyone’s knows you replace like for like to keep the building looking in good condition.Paying service charge for their service is a shambles ! I could go on but will leave it there just to say dealing with this company to get the service your paying for is extremely stressful
5/5
TrustpilotWonderful Experience
Was looked after incredibly well by Mark Kleister. Thank you so much. Highly recommended.
5/5
TrustpilotPrompt Replies From Customer Service
Prompt Replies From Customer Service. Always helpful when you need any information. Have dealt with Paige Heiser & Jackie on a number of ocassions.
1/5
TrustpilotWorst management
Expensive. Increase prices without any notice and send extra payments due to extra charges incurred. Not great experience. Worst management company ever from my experience. Increased my yearly price and asked different ways to pay. Gave me option of 6 months with admin charge. Asked for a refund which can only be payed by cheque to me. Every time I have contacted them, 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!!!
5/5
Trustpilotapproachable and time to explain system excellant
easy to arrange payment plan very helpful explaining the system excellent thank you Laura
Hi Dora,Thank you very much for your kind review. It’s great to hear that you had such a great customer experience with Laura, and we will certainly pass on your comments to her.Kind regards,James
5/5
TrustpilotGemma McCardle handled everything…
Gemma McCardle handled everything perfectly for me and was a huge help in resolving what I needed.Thanks Gemma, really appreciate it.
Hi Craig,Thank you very much for your kind review. We'll certainly pass on your feedback!Kind regards,James
5/5
TrustpilotClaire provided excellent service
Claire provided excellent service. She was prompt, professional, and sorted out my payment plan agreement without any hassle
1/5
TrustpilotSTAY CLEAR OF THIS COMPANY !…
Gateway probably provide an acceptable level of service for 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.Persimmon have passed us over to Gateway making us feel like a commodity without any consultation or warning, the first we knew about it was when an invoice demand was received over the Christmas period with a deadline for payment. I aim to expose this company publicly at every opportunity so I want to share the invoice content of 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 in our opinion we believe Gateway decides on an introductory price per head of around £150 then work 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.In my view the starting amount of £150 is a figure Gateway think they can get away with and 71% of the invoice content going directly to admin and management fees we feel that we're just contributing to the operating costs of Gateway.Phase 1 of this development have got an existing relationship with Gateway and they've experienced increased charges with no improvements in serviceThe 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 Fleecehold Scam to provide a united approach against Gateway.A further update is that Gateway searched out my contact number from their database and made an unsolicited call on the evening of 29/02/24 regarding this review, I aim to contact Trustpilot to confirm if this is acceptable behaviour.STAY CLEAR OF THIS COMPANY !
5/5
TrustpilotI found Louise Tunstall extremely…
I found Louise Tunstall extremely professional and helpful. Thank you Louise.
Hi Niki,Thank you very much for your feedback.It’s great to hear that you have had such a great experience with us, and Louise in particular.We will certainly pass on your kind comments!Kind regards,James
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