Trusted Agent profile · Southend-On-Sea
★★★★★
1,015 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 1,015 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
TrustpilotOmar is great
Omar is doing a great job as our caretaker! He’s super helpful kind and respectful. He keeps the building to high standards and well-maintained, and is always friendly and helpful with wathever we need. His presence m really makes a difference in this Appartments
5/5
TrustpilotVanessa has been wonderful in helping…
Vanessa has been wonderful in helping us with the legal side of our sale. She has regularly chased things up for us and is extremely responsive and helpful- she has been fantastic and is an asset to Gateway- thank you!!
5/5
TrustpilotPrompt service, questions answered
Brooke was very helpful on the phone when I had some queries and responded very quickly to my emails.
5/5
TrustpilotKane Tomlin
Kane Tomlin was thorough and timely with the inspection today. No problems and gave great insight on what to look out for.
1/5
TrustpilotBad service and overpriced
This management company has been with us for a couple of years, and they overcharge us at every opportunity - bringing in expensive subcontractors and billing us service charges for things we don't need or use.
Dear Karina, We are disappointed to read your review and the allegations you have made. We take concerns regarding the management of your development seriously and will always investigate specific issues raised with us. However, we strongly reject the suggestion that our team deliberately provides residents with false or misleading information. Service charge expenditure relates to the management, maintenance and requirements of the development, with costs clearly accounted for. Where residents have questions regarding individual items or services, we are happy to provide further information and clarification. We understand that you have concerns regarding the management of your development. However, we expect all communication with our team to remain respectful and appropriate. Our colleagues are there to assist residents and should be able to do so without being subjected to unacceptable behaviour. Kind regards, James
5/5
TrustpilotChay was absolutely class
Chay was absolutely class, very professional and explained the process clearly, 10/10 service from start to finish
5/5
TrustpilotChay was fantastic with my fire door…
Chay was fantastic with my fire door assessment. Really friendly and gave me good advice! Thanks Chay!
5/5
TrustpilotDoor inspection
Kane was very thorough in checking the door, explaining the process and completing his inspection in a professional manner.
1/5
TrustpilotAvoid At All Costs
Response to Reply:It absolutely can be changed. You colluded with the developer to ensure you retained the management to the detriment of the residents. Fortnightly visits?!?! You have got to be joking!!! NEVER has there been fortnightly visits, and also the leaseholders have watched your staff arrive, sign the clean and inspections sheets and then leave immediately. This is value for money is it?? Do not try and deceive people more than you already are. Also to make you aware, the residents will begin again the procedure of removing you, but this time around will have significant backing and I hope for them they are successful. The residents want you removed and the sooner the better. The more people that know about the disgraceful “service” you provide and avoid you at all costs, the better. Why would I contact you to discuss this further?? I am happily no longer part of the management company and free of Gateway. But I will, at every opportunity, share with others my honest experiences of being a Gateway captive, and hope it deters people from falling in to the property management trap.Not knowing too much about property management when buying our house, I moved into a house last year with Gateway as the managing agent. I was shocked at having to pay £180 every 6 months for LITERALLY NOTHING. We rarely saw the maintenance workers on our plot, and from speaking to my neighbours, nobody had a good word to say about them. So called “site visits” where a Gateway van would park up on our green spaces for half an hour and then leave which we were being charged for!!! They also left rubbish on the green on one occasion of these so called “site visits”.I then did a lot of research and sought to remove Gateway and attempt to appoint a local managing agent, one that would provide a better service and value for money. I had the full support of my neighbours too who desperately wanted Gateway removed too. I followed all procedure to the letter and was obstructed every step of the way by both Gateway and Vistry. An email I was sent by Jodie Brown stating that the development was not yet handed over and this is their final say on the matter. Never mind that us residents wanted them removed. What we wanted didn’t matter.I knew that to be free of Gateway, I had to move house. Which is what I did. Seems extreme but it was the only way. Paying almost £400 a year for absolutely nothing during a cost of living crisis impacted my family and also my mental health. I could maybe have made my peace with it if I was actually getting something for my money, but you get nothing. Nobody benefits except the managing agents. I now truly understand the term “fleecehold” as opposed to freehold.If anybody reading this review is in the process of buying a property with Gateway attached, take my advice, BACK OUT NOW. It may be a financial hit to you, but it will be far less than if you imprison yourself in Gateways clutches. The fact I am now free of Gateway is of huge relief to me and my family.The only positive I can say, is during the sale process Louise Tunstall & David White were extremely helpful.
Good morning Jason,Thank you for your feedback. We are sorry to hear that you feel this way about our service.The Gateway Team has been in contact with you on numerous occasions to satisfy any concerns that you have regarding the management of your development.Gateway manages your development per the terms of your TP1 that you signed when purchasing the property. Aside from fortnightly grounds maintenance visits, the Service Charge includes provisions to ensure your development remains compliant, such as insurances, Companies House affairs and health & safety inspections. These are provisions that go unseen, but are just as important. As your Regional Manager pointed out, there are many complexities to property management, and in the situation you have mentioned this is no different. The final say on the matter that you mentioned comes from strict legislation, and simply cannot be changed.Should you have any further concerns, we would encourage to contact our Customer Services Department, who would be delighted to assist you. You can call them on 01702 443 555, or email them at customerservices@gatewayplc.co.uk. Kind regards,James
5/5
TrustpilotChay, the Professional
Chay was really professional and knowledgable. He worked in a timely manner and was really respectful
5/5
TrustpilotLottee was amazing
Lottee was amazing, couldn’t do enough to help us. Made everything seem so easy.
5/5
TrustpilotExcellent service from Jordan Noble
I had a very positive experience with Jordan Noble. He was professional, helpful and responsive throughout, and made the whole process much easier and less stressful. Jordan took the time to explain things clearly, dealt with everything efficiently and was always approachable when I had questions. I really appreciated his support and would be very happy to recommend his service to others.
5/5
TrustpilotTHE BEST SERVICE FROM ONE OF THE BEST MANAGEMENT COMPANIES
I deal with management companies all the time in my line of work and I can easily say that Gateway is one of my favourites. Louise Tunstall is always kind, friendly and extremely helpful. Whenever I have a problem that would involve Gateway, I know I can relax because I know it will be sorted in the best and quickest possible way. Louise's knowledge and patience are an asset to the company and a huge relief for me to know that I will always receive the best possible service. Thank you, Louise.
Hi Livia,Thank you very much for your feedback.We are delighted to hear that you continue to have such a great experience with us at Gateway, and Louise in particular.We will certainly pass on your kind comments!Kind regards,James
5/5
TrustpilotLaura was really helpful in recovering…
Laura was really helpful in recovering payments and supporting me with my account. Thank you Laura
5/5
TrustpilotReview for Gardening team ONLY:
Review for Gardening team ONLY:I would like to make a special mention to Mark and Paul who take care of the outdoor areas. I find them hard working and very friendly. They go above and beyond what is required of them, after just one conversation in passing they both made it very clear that they are happy to take on any feedback and will do what the residents ask (within reason of course!) which I find refreshing nowadays. They take on their job with pride which is easy to see after they have spent the day here.
Hi Leah,Thank you very much for your feedback.We are delighted to hear that you are so pleased with our facilities service, and Mark and Paul in particular.We will certainly pass on your kind comments!Kind regards,James
5/5
TrustpilotAlice was extremely helpful and…
Alice was extremely helpful and friendly! She sorted out our issues very quickly.
5/5
TrustpilotI’d like to thank Mark and Paul for…
I’d like to thank Mark and Paul for their amazing garden like spirit , I call them ‘A magical wonderment of caretakers of the garden ‘ . 🌱🪴💐They have brought my little culdesac here on Willow Park Aylsham together . A much needed inspiration to me personally as I had given up on my front patch of garden, but I have become inspired after 3 years of not being . Thank you both so much. 🌟😇✨💫⭐️🪵🌿🍀🌳🍃🍂🍁 in all weathers I may add ! Hobart lane resident . ✨✨
Hi Kerry Jo,Thank you very much for your positive feedback about our facilities service for your development, and Mark and Paul in particular.We will certainly pass on your comments to them!Kind regards,James
5/5
TrustpilotThank you to Mark @ Willow Park, Aylsham
Thank you to Gateway Property Management who listened to my complaints raised at a recent meeting and acted quickly to rectify them.A very special thank you to Mark who was working on my estate (Willow Park, Aylsham) today. He took time to chat about his work and spent several hours sorting out my issue. He went above and beyond to make sure I was left with a fantastic looking area and he was so polite and friendly. I recognised that he continues to work during his break times and well beyond his contracted hours. Absolutely fantastic guy!Thank you to Mark.
Hi Jules,Thank you very much for your review!It’s great to hear that you are so pleased with our facilities service, and Mark in particular.We will certainly pass on your comments to him. Kind regards,James
5/5
TrustpilotChay was great at his job
Chay was great at his job. He was friendly and professional. 👍
1/5
TrustpilotGateway Property Management is ripping us off
Gateway Property Management is ripping us off. Pt 2Updated after Company’s responseSo, James from Gateway Property Management said I am not a verified customer but why I’m I getting emails from Gateway informing me of what you claim to have overspent on? See quote below.“Landscape maintenance costs increased mid-way through the year and was therefore overspent. Repairs budget was overspent due to:Fitted 1 X 5mph sign/Notice board/1X deep danger sign/Lifebuoy/2X window restrictorsX1 Grit Bin instillation.Manhole worksGutter inspection.We had taken over Phase 2 of the development in August 2022 and the Year End was September 2022.”I have asked Gateway to please help me identify these recent repairs and installations that you claim to have been done on our estate but still waiting for a response. James, can you help by pointing me to the right locations of these installations on our site. Also, on the call, you said you do not maintain lawn or do landscaping but on the list above you seem to be charging for landscaping, so which is it???Asking residents to pay yearly fees and then charging them AGAIN for an over spend that you can not substantiate is definitely not good customer service.Violet.Gateway Property Management is ripping us off. We are literally paying for a service that we are yet to benefit from. Our property is brand new with paving stones on the streets and yet we are being charged for maintaining communal areas which do not exist. After paying service charge for April to September 2023, they sent another bill just 2 weeks apart asking for a payment for Balance Year ending 2021 to 2022. They said this was because they over spent on the previous year’s budget. So, why were residents not informed of this looming over spend? And what stops them from overspending next year? It would be nice for them to send along with their invoices the particular areas in the estate that they worked on because I can not see it.This is a licence to print endless money as they cannot put a cap on overspends and residents are at their mercy.This is one for Rip Off Britain to take on.
Hello Violet,Thank you for your feedback. We are sorry to hear that you feel this way about our service.Unfortunately, we have been unable to verify you as a customer. We kindly ask that you email reviews@gatewayplc.co.uk with your full name and Gateway reference, then a member of the team can reach out to discuss your concerns further.Kind regards,James
5/5
TrustpilotFire door inspection
Fire door inspection. Chay was very friendly and explained everything professionally.
5/5
TrustpilotKane Tomlin was brilliant
Kane Tomlin was brilliant, quick and explained it very well. Would recommend to anyone
5/5
TrustpilotFriendly and helpful interaction with Mark
Mark has been maintaining the grounds around Russet Drive, Red Lodge since November and the effort he puts into his work really shows! He was carrying out some landscaping work whilst I was leaving my house today and took the time to ask me if I was happy with his work and if there was anything else he could do/change. My request to trim back a hedge near a parking space was actioned immediately and he followed up when I returned from my walk to check that the maintenance was sufficient. A really positive experience and an employee that the company should really value! It can sometimes feel like an annoyance to pay out for a management charge, but when you can clearly see the work that’s taking place, and the difference their work is making, it makes the investment seem more worthwhile.
Hi Beth,Thank you very much for your review.We are delighted you had such a great experience with Mark and are pleased with our facilities service for your development.We will pass on your excellent feedback!Kind regards,James
5/5
TrustpilotOmar is doing a great job as our…
Omar is doing a great job as our caretaker! He’s kind, respectful, and very professional. He keeps the building clean and well-maintained, and is always friendly and helpful. His hard work really makes a difference.
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