Trusted Agent profile · Southend-On-Sea
★★★★★
1,019 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 1,019 reviews on two platforms, including 2 Google reviews rated 5.0.
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.
Every review we hold for the Southend-On-Sea office, from every platform, shown as written. First names only.
5/5
TrustpilotReplacement fobs
I spoke to Paige Heiser regarding my issue and she understood the urgency without me having to impress it. Furthermore she was immediately clear about what she could and couldn’t do to assist, leaving no unclarity and thereby resolving my issue efficiently and quickly. Overall excellent
Hi Jeremy,Thank you for the great feedback! We'll certainly pass on your comments to Paige.Kind regards,James
5/5
TrustpilotPaige was really helpful and very kind
Paige was really helpful and very kind. 10/10 customer service. Thank you
5/5
TrustpilotGreat customer service
Georgia was very helpful and dealt with my issue immediately, keeping me informed and letting me know when it had been resolved.
5/5
TrustpilotA big thank you to Louise Tunstall in…
A big thank you to Louise Tunstall in the Solicitors Enquiry Department for being a breath of fresh air when things can be a bit stressful.She is so polite and helpful, keeping me updated with the situation at all times, a real credit to Gateway PM Ltd.
Hi Sarah,Thank you for the great feedback!Kind regards,James
1/5
TrustpilotAbsolutely disappointed and disgraced…
Absolutely disappointed and disgraced by Gateway property management. They really need to improve on their customer service which was really none existent. Called to highlight that we had received a reminder letter with charges to pay however hadn’t received the initial letter to pay the bill. Told the lady that this was not the first time we hadn’t received the notices and previously we were informed to provide our email address so they can ensure it doesn’t happen again. Got a really abrupt and rude response saying they can’t cater to that request as they have other customers. Explained that this was suggested by a colleague of hers and that I also didn’t think it unreasonable for email reminders to be sent considering everyone has email these days. The lady went on to tell me I should take my concerns to Royal Mail as they have nothing to do with this as they sent the initial letter out and that’s that. Again a very rude reply from her when a client is informing them of their concerns. We have been receiving all other mail and do not have issues with Royal Mail. I Asked to speak to her manager who was not much help either and had a worse manner than her colleague. Explains why they workers are so rude on the phone. The fact that other people have complained about not receiving the initial Letter and then being demanded to pay extra fees when a reminder letter is sent out is very concerning. The ombudsman needs to look into this company. very appauled by the lack of customer service as they not very helpful at all.
Good morning Ebrima,We are sorry to hear that you feel this way about our service.We are obligated to send certain documentation by post, including Service Charge demands and Service Charge accounts. As you have confirmed that you did receive the reminder letter for your Service Charge payment, this would suggest that you so need to discuss this matter further with the Royal Mail to ascertain what the issue is there. As managing agent for your development, we must adhere to the terms specified in your TP1, including when the Service Charge is demanded and when it is due. Our credit control procedure for non-payment is a time-consuming process that requires additional administrative duties. When this is considered with the aforementioned terms stated in your Lease or TP1, a late payment fee is applied.Should you have any further queries, we would encourage you to contact our Customer Services Department, who would be delighted to assist you. You can reach them by phone, 01702 443 555, or by email, customerservices@gatewayplc.co.uk.Kind regards,James
1/5
TrustpilotGreedy company, wanting your money!!!
This company is a bad joke, increasing their maintenance fee every year ( three times more than the rate of inflation ) for pretending to look after the estate, we barely see any work done 2-3 times a year. They want their fee paid in full begining of January of every year, right after the holidays, if you don't pay on time they add a fee of £25, because they are "nice", the only other option to pay is instalments, and they come with a fee as well. My advice- don't buy a house where gateway have a maintenance contract with the builder unless you enjoy being feedup every new year when the bill comes through post!
Good morning Mario,We are sorry to hear that you feel this way about our service.Your Service Charge is demanded in accordance with the terms of your Lease or TP1 document that you signed when purchasing the property. This document specifically states when your Service Charge is due. In this instance as you have stated, it is the beginning of January.As managing agent for your development, Gateway must adhere to the terms of the Lease or TP1, and therefore issue the Service Charge at the specific time of year stated within the document.Our credit control procedure for non-payment is a time-consuming process that requires additional administrative duties. When this is considered with the aforementioned terms stated in your Lease or TP1, a late payment fee is applied.We trust that this clarifies matters. However if you have any further queries, we would encourage you to contact the Customer Services Department, who would be delighted to assist you. They can be reached by phone - 01702 443 555, or by email, customerservices@gatewayplc.co.uk.Kind regards,James
1/5
TrustpilotIf I could leave 0 stars I would
If I could leave 0 stars I would. They are scammers and try to pinch every penny they can off people. I live in a private gated community (own) not rent. Pay a service charge which is fine. However it seems time after time they just ask for more and more money for frankly fake things. This time was the gate and how it apparently isn’t safe, however when reading my service charge contracts it states I pay for gate insurance and maintenance so why the heck am I expected to pay something along the lines of another £200/£290 ???Neil is absolute useless and ends up just ignoring your emails. Safe your time and money and use a proper management company. I have plenty I work with and they are far more professional and legit.
1/5
TrustpilotHorrible company
Horrible company, bad communication. Property management charges have gone up 350% in 7 years. £370 for them to trim a bush once a year. Now moving home and they billed me £1750 in total to change the name to new owners (did get the bush trimmed though). Will not move on price. Will take as much money as possible and do as little as possible if you're held in a contract. Avoid
Dear Gavin,Thank you for your feedback. We are sorry that you feel this way.During the course of your sale, you required a management pack, as well as a deed of variation requested by your solicitor for the benefit of the new owners. Both items require considerably more administrative work than simply a name change. Costs for these items were provided, as well as the best ways to be cost effective in the process by utilising your solicitor.Regarding the grounds maintenance for the development, a management plan was provided to you when our management commenced. This clearly stated the areas that Gateway manage on behalf of the Management Company and is considerably more than the bush trimming that you have mentioned.We trust that this clarifies matters. If you have any further queries, please do not hesitate to contact our Customer Services Department. You can call them on 01702 443 555, or email them at customerservices@gatewayplc.co.uk.Kind regards,James
5/5
TrustpilotUrgent info needed on property for tax return
I spoke to Paige this morning asking for her assistance on information on my property for my tax return. Paige was very efficient and helpful and sent me the required information to my email address immediately which is was very well received!! Thank you!
Hi Emma,Thank you for the great feedback. We are delighted you had such a great customer experience and we will certainly pass on your positive words to Paige.Kind regards,James
1/5
TrustpilotBy far the worst management company out…
By far the worst management company out there. They’ve been managing my property for 20 years now and have NEVER done anything.They charge random fees and late fees now and they are making it up as they go along.They are also very rude people as they don’t really know when to apply these fees or what to say.By far the worst company I have dealt with. An absolute rip off.DO NOT USE THIS COMPANY.
Good morning WJ,We are sorry that you feel this way about our service.The Service Charge is demanded as per the terms and dates specified in your lease. Our credit control procedure for non-payment is a time-consuming process that requires additional administrative duties. When this is considered with the aforementioned terms stated in your lease, a late payment fee is applied.On a separate note, you have suggested that nothing has been done at your property for 20 years under Gateway’s management, without providing us with any information about yourself or your property to look into your claim further. Kind regards,James
5/5
TrustpilotNeve was most helpful in dealing with…
Neve was most helpful in dealing with my issue. Thank you.
5/5
TrustpilotAccess to site for maintenance
We used this company to help locate and resolve an issue with a missing key, and the service was handled efficiently from start to finish. Communication was clear, response time was quick, and the process was explained in a straightforward way. The outcome saved us time and avoided unnecessary disruption on site.
5/5
TrustpilotLottie was positive to improving the invoice system
Lottie was understanding concerning my issue with paying the outstanding invoice.
5/5
TrustpilotChay Rosson cone to do my firedoor
Chay Rosson cone to do my firedoor. He was very friendly , fast and polite. I invited hin round for dinner
1/5
Trustpilot£274
£274. A massive increase this year, it’s unaffordable and residents are really unhappy.
Dear Ben, Thank you for your feedback. We are sorry that you feel this way about our service. Our Head of Customer Services would welcome the opportunity to discuss this with you directly so we can look into the issues you have raised in detail and work towards a resolution. If you are happy to provide your preferred contact details, we will arrange for them to get in touch as a priority. You can provide these details privately via Trustpilot, or alternatively you can email reviews@gatewayplc.co.uk. We look forward to hearing from you. Kind regards, James
1/5
TrustpilotAvoid if possible.
This company is a complete shambles. We’ve changed property manager numerous times over the year and few months they’ve been ‘managing’ the block of flats. We’ve been sent invoices for additional funds without the receipts, their customer service is shocking, we are currently being charged for water which we do not have access to, apparently the water access is in two other bin stores that are not allocated to our block and are coded which we do not have the code of access for. Been refused a refund for the lack of services provided.
Good morning Jordan,Thank you for your feedback. We are sorry that you feel this way about our service.Your Regional Manager has been in contact with you regarding this matter, has recently visited your development following your initial query, and is currently investigating the matter further.We appreciate your patience as the matters you have raised regarding the communal water supply are addressed, and we would kindly ask that you continue to liaise with your Regional Manager on this issue.Kind regards,James
5/5
TrustpilotJackie was very helpful with multiple…
Jackie was very helpful with multiple queries, replying promptly and escalating where required.
Hello Tom,We are sorry to hear that you are dissatisfied with our service.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
5/5
TrustpilotA huge thanks to Mark in Queens Hills, Norwich
A huge thanks to Mark in Queens Hills, Norwich today who found and delivered a lost parcel! He went out of his way to get this to me. An all round good egg and a great representative of Gateway.
Hi Matt,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 in particular.We will certainly pass on your kind comments to him!Kind regards,James
5/5
TrustpilotLovely work!
I wanted to feedback how lovely Russet Drive in Red Lodge is looking, thanks to the Gateway employee, Mark. He works extremely hard and you can tell he takes pride in what he is doing. Many thanks to Mark
Hi Leanne,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 in particular.We will certainly pass on your kind comments to him!Kind regards,James
5/5
TrustpilotGreat job guys!
I'm currently in the process of selling my house on an estate managed by Gateway. Some questions needed answering from my buyers solicitors, which were sent to Louise Tunstall from their legal team. I must say Louise was fantastic. Not only did she answer these enquiries in a timely manner but she also sent me a courtesy email to keep me updated on everything. I was really impressed!
1/5
TrustpilotA Disabled person left without…
A Disabled person left without assistance after reporting a leak caused by a balcony above the apartment which under the terms of the lease is their responsibility. Despite phone calls, and pleas for assistance Gateway simply is not interested and allowed the damage to continue. 24 hours later not so much as a call, my home is damaged as water continues to enter the apartment. They are happy to take money every month but have no interest in doing anything for it. Great customer care31/10/23 - James thank you for your response. It's almost 2 weeks. I replied to the last e-mail from Gateway providing as requested my availability, but no one has been in contact or expressed interest in my well-being or that of the resident below who was also affected. My property remains damaged.
Good morning,Thank you for your feedback. We are sorry to hear that you feel this way about our service.The Customer Services department liaised with you on Friday to ascertain the cause of the leak. The Property Management team are now in correspondence with the property above along with contractors to solve the issue.To confirm, contractors are unable to attend during poor weather conditions, and this is why they could not attend the same day. We hope that this clarifies matters, however if you have any further queries, we would kindly suggest that you first contact your Housing Association, who would be your primary point of contact for matters pertaining to your apartment block. Kind regards,James
5/5
TrustpilotGateway have been very good to deal…
Gateway have been very good to deal with especially since Connor Johnson took over the management side of our development. Connor is always there to answer questions residents may have and always comes back to need with feedback. Good to work with.
Hi Neil,Thank you very much for your positive feedback. We're delighted to learn you've had such a great customer experience with us and we'll certainly pass on your comments to Connor.Kind regards,James
5/5
TrustpilotFire door inspection carried out by…
Fire door inspection carried out by Chey. Carried out the inspection very professionally, explaining everything that was happening. Very friendly.
5/5
TrustpilotI have been dealing with Louise…
I have been dealing with Louise Tunstall with regards to a remortgage and must say I have been very impressed at the level of service and comms.thanks Louise for making this a speedy transaction to deal with - if only all property management companies worked like you!
Hi Lizzie,Many thanks for your 5* star review! We'll certainly pass on your great feedback!Kind regards,James
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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.
