Trusted Agent profile · Southend-On-Sea
★★★★★
1,024 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 1,024 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
TrustpilotGary & Gary from gateway
Gary & Gary from gateway sacrist apartment abbey Road maintenance 👌 👏 always smiling and very helpful had a messy problem on my landing these legends were on job the next day
Hi Nathan,Thank you very much for your kind review.It's great to hear that you are so pleased with our facilities service for your development, and the two Garys in particular!We will be delighted to pass on your comments to them.Kind regards,James
1/5
TrustpilotProperty Management Madness
Gateway have increased their fees by almost double since they took over our development in 2019 & they will continue to increase their charges there is nothing we can do! We pay them and yet they work for the Developer! They charge what they like when they like & offer no monthly payment plan for those struggling without extra charges! We wished we had never bought a new build home & have to deal with this firm. They failed to maintain & manage a sewage pumping station for 18 months their lack of care for the residents suffering was awful - there was no apology just a bill to pay them for something they clearly forgot to manage in their annual charges. Local authorities should stop the use of these firms & adopt the roads like they used to! People buying new homes have no clue what a nightmare this all is!
1/5
TrustpilotTerrible, do not buy a new build property with this management company!
This company provides a poor service doing very little work around our new build estate. They take a large yearly fee from all households. Our estate was left in a terrible condition for the first 4 years of living here, Over grown grass, hedges, areas not finished etc.Threatening letters are sent if fees are questioned. Terrible customer service with rude employees. My wife and I were in the process of selling our property and the buyer pulled out. We had paid gateway a fee for leaving them ?! they sent a pack to our solicitor which was never processed as our buyer pulled out. Gateway still kept 100% of the leaving fee despite several complaints and us paying the yearly fee two weeks previous on time. Horrendous customer service, i cannot believe large building firms such as Persimmon let these people look after their sites. I will never by a Persimmon home again due to this.
1/5
Trustpiloti am one of the residents at a…
i am one of the residents at a development under their management in Mountnessing. a car crashed into a supporting wall for the block of aparments back in Feb 2020 (exactly one year ago now). we have been chasing for them to arrange work to get the wall fixed this whole time and there has been little/no response. we are continuously being fobbed off with excuses and and with the supporting wall getting worse by the week. they have complete disregard to peoples safety to the point we are now seeking legal action a people are unable to sell their properties because of this damaged wall.
1/5
TrustpilotI told these thieves to send me pdf's…
I told these thieves to send me pdf's of any service charges as i spend most of my time out the country, which they did for a while, but then they changed staff who have obviously been trained to try and steal and cheat money from customers with late service charges, they wait until the charge is 'late' and then ring you up a day later with a £30 charge, why are they not ringing people up when the payment is due, no profiteering that way, not sure why i'm paying service charges anyway, nobody has been in the property for months to clean or do anything else because of covid, service charge for the non service is higher than it was the year before, Durham, Aykley heads, gateway management are criminals
1/5
TrustpilotTerrible customer service
Terrible customer service. Refusal to offer paperless invoicing
Good morning Nicole,Thank you for your feedback, however we have been unable to verify you as a Gateway customer with the information you have provided.We therefore kindly request that you provide your Gateway reference via Trustpilot. Alternatively, please email reviews@gatewayplc.co.uk confirming your full name and Gateway reference. From there, a member of the team will be able to reach out and discuss your concerns further. Kind regards,James
1/5
TrustpilotPenalise the poor!
Put the site fee up by £40 a year with no justifiable reason what so ever, refuse to accept credit cards and then charge an extra £30 if you need to set up a payment plan because you can’t afford it! Disgusting!
Hello Matt,We are sorry to hear that you are dissatisfied with our service.Please note that we would require more information from you to discuss the details of your account. If you wouldn’t mind confirming your identity to us by emailing your Gateway reference to reviews@gatewayplc.co.uk, a senior member of the team will then be able to investigate this matter further.Kind regards,James
1/5
TrustpilotIF I COULD GIVE 0 STARS I WOULD
This is the VERY WORST property management company ever don't use them if you own property and definately do not under any circumstances buy a property they manage. They are incompetent, ruthless and useless. The service is beyond inadequate. Sky high management costs and it appears they don't mind using tradesmen who charge ridiculous amounts for below average workmanship.You have been warned by so many appalling reviews. They don't give you an account of the work undertaken and literally their management costs have to be seen to be believed. DO NOT USE THIS COMPANY!! Cannot wait to sell the properties we own who are managed by them and in fact, have made sure that we don't buy anything more that Gateway have anything to do with.
5/5
TrustpilotToday I had the pleasure of meeting…
Today I had the pleasure of meeting Mark and Paul who were working in Queens Hill. They help us a great deal today. Words cannot express my gratitude for these 2.
Hi Darren,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
1/5
TrustpilotWhat a bunch of filthy
What a bunch of filthy, robbing criminals! Annual maintenance fee for our development: £160kActual work: £20k"Management fees": £140kAsk for an explanation, get zero actual answer, followed by a legal threat on your doorstep. Challenge it and they refer you to the legal contract you signed when buying your property... conveniently tucked into small print several pages deep, clearly drafted in with a few backhanders to the developers.This corrupt, disgusting unregulated practice has GOT TO STOP!
1/5
TrustpilotZero Stars not an option
Zero Stars not an option, for this company there should be.They are trying to stiff us up with repairs, under S20, that are not required and WILL NOT provide any proof they need doing. Work not carried out yet but are demanding payment. Where I have refused to pay they have slapped on a £30 late fee. I am prepared to go to court to defend against the action they have threatened me withI was shocked to read the other negative reviews all of which are 150% accurate.The new law to allow people to change their management companies cannot come in soon enough.Their budgets are a joke, I don't think they actually have anybody that understands accounts.Waiting for the yearend accounts to see what their next rip off is.What a joke this company is.
1/5
TrustpilotAbysmal company
Abysmal company and rude, awful staff. Sent a court summons for period 01 Jan - 31 Mar 2021 dated (08 Jan 2021) (go figure) and a £30 late payment charge as apparently payment was due by 01Jan. Really rude, snotty old woman in accounts dept who summed it up when she asked how to spell ‘Miss’. Have to apply to them every 12 weeks to pay balance over two months, can’t pay by direct debit and they slap payment charges left right and centre. How they are legitimate I have no idea clearly doing nothing for their money and taking hardworking peoples cash. Shocking
1/5
TrustpilotDo Nothing Company
Thieves that take money but do not address property issues or respond to owners.
Dear Isabel,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
1/5
TrustpilotSo where do I start
So where do I start, 1. Gateway do not provide proof of contractual works i.e. PPM's, maintenance schedules, tenders, bids etc....2. Gateway increase service charge (our case 70%). No justification, no accounts summary, no invoices, no nothing3. Do not provide contractual services4. Do not respond to requests for information homeowners have every right to5. Will harass and bully you into service charge payments without transparency of accounts. Make threats to contact your mortgage provider if you do not comply. Steps up when you dispute charges. 6. Charge you £6 per letter and will make a tidy profit from sending nonsensical letters or policies not agreed by homeowners.7. Do not respond or resolve serious health and safety issues8. Will lower the value of your property with unattractive hikes in services charges and introduce parking enforcement that they controlGateway is as bad as it gets and are not RICS registered likely for all the reasons above.
5/5
TrustpilotDavid White
Thanks to the efficiency of David White, we were able to obtain a sales information pack and deal with the service charges in a prompt and timely, as part of our Clients' sale of a property. This will hopefully enable the conveyancing transaction to proceed to exchange and completion on schedule.
1/5
TrustpilotIf I could select zero stars I would
If I could select zero stars I would. This is the worst managed company I have ever come across, they are not transparent at all in terms of what is owed and state one thing on a telephone conversation and another on email. When I requested that they listen back to their telephone conversation I am told by the customer service manager Claire Harold that no telephone conversations are recorded, in this day and age what legit company does not record telephone conversations? I was given a late payment charge for invoices I never received despite me chasing them myself to find out what they were owed, would I have done this if I was avoiding paying them, I don’t think so. In the two years they have managed and serviced our apartment block they have done the bare minimum often leaving residents to clean and take care of issues on our own with absolutely no support from them. They don’t do anything at all to justify the amount of money they are paid and yet still they slap you with a balancing charge to pay claiming that the works they carried out cost more than estimated, my question to them is what work have you actually carried out. If you speak to all of the residents in our block they will all say they are disgusted by the way in which gateway conduct business. I would advise anyone and everyone to avoid them at all costs, as a company the way they operate is completely unethical and a complete waste of time.
4/5
TrustpilotSam the Head Cleaner for Osiers Rd has…
Sam the Head Cleaner for Osiers Rd has been outstanding!! The premises is so clean and tidy! Takes real pride in his job and has a great rapour with the residents
Hi Alex,Thank you very much for your review.We are delighted that you are so pleased with Sam and our facilities service for your development.We will certainly pass on your kind comments!Kind regards,James
1/5
TrustpilotAbsolutely shocking company
Absolutely shocking company, who lie, cheat and scam their way through business. I'm shocked that a company like this is allowed to continue trading. And unfortunately, they are a discredit to the reviews system here and on Google as they post fake reviews with unverified accounts. We had them as our management company and all they did was take and let the building fall into disrepair. On top of this, when we finally got rid of them (by buying the freehold) they billed us £1000 for 'repairs and renewals' that were never done. I would recommend if you have these cowboys as your managing agent, look into buying the freehold or the 'right to manage' - a cheaper way compared to buying the freehold. It was the best thing we ever did to get rid of them, finally we feel that we control the property and have been able to invest in the property again.
5/5
TrustpilotCleaners Marie and Peter
Once again I have to say a well done to Marie and Peter, the bin stores here have been left in a bad way by some off the residents over the last few weeks. but every time the cleaners come ,they tidy it all up and the bin stores smell and looks lovely. Well done again and thank you
5/5
TrustpilotI had a problem with my service charge.
5/5
TrustpilotJackie fenn is helpful and responds…
Jackie is helpful and responds immensely. Thanks
1/5
TrustpilotNot worth one star. I made the mistake of buying a…
I made the mistake of buying a 'Fleecehold' property from Bovis 5 years ago. I personally get no benefit whatsoever from Gateway Property Management but am obliged to pay over £200 per year for the privelige. Although they set the gardening budget for two visits a month they admit this was an error and only come once a month during winter months (why do they need to come at all in the winter?) Even so they have an alleged overspend and have billed everyone on the estate an extra £28.52 (13.3%)
1/5
TrustpilotAppalling in every manner
Appalling in every manner. Fees with no justification or quality assurance of their contractors. Accepting land that is unmaintainable and then charging fees to residents to reflect the amount of work needed to be done rather than making sure the land was good at in the beginning. Business orientated with no customer consideration. They seem to forget they are under the client of the residents and every opportunity will be taken to employ a new management company.
1/5
TrustpilotAbsolutely terrible company
absolutely terrible company , but there again what else do you expect from a Solitaire associated company ....most unhelpful customer services , actually i shouldn't say that , as they have not done anything to be able to complain about , they have done NOTHING , charged £4000 plus for 4 outside lights on our service charge, yet after 3 e mails , 5 phone calls , Not a single response .Stranger still the previous Property management went Bankrupt ( yes also part of Solitaire Property Management ) 20K in reserve funds disappeared , yet we have the same porperty Manager running our site ......
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.
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.
