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
TrustpilotI saw an employee going the extra mile
I saw an employee going the extra mile. I live on Queen's Hill and was pleasant to see a person happy in his role keeping the area pleasant to live in. Many thanks Mark for doing a good job.
Hi there,Thank you very much for your feedback. 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!Kind regards,James
5/5
TrustpilotLouise Tunstall is the Contact you need
My contact was with Louise Tunstall who was efficient and pleasant in dealing with. Most legal firms will know dealing with Management Companies can sometimes be protracted but dealing with Louise was quick and painless and helped immensely with moving the transaction through quickly
Hi Karen,Thank you very much for your great feedback. We'll certainly pass on your positive comments to Louise!Kind regards,James
5/5
TrustpilotJulianne Childs is excellent
Julianne Childs the Estates Manager at Gateway is fantastic. She took her time to listen to me. She truly cared and emailed me a detailed response. Fantastic person to deal with.
1/5
TrustpilotDisgusted that this company give only 2…
Disgusted that this company give only 2 weeks notice on HUGE bills. We have no cctv, the rubbish doesn’t get collected, we’ve had one window clean in two years and all of our parcels get stolen including the furniture in the lobby. Sort it out gateway. Jill and Jodie are quick to blame us for problems whilst giving us all a rubbish service with nothing to show for our money. Victoria central
Good afternoon Molly,Thank you for your feedback. We are sorry to hear that you feel this way about our service.Unfortunately we cannot confirm your identity with the limited information you have provided. Our Head of Customer Services would like to reach out to you to discuss your concerns further. We therefore kindly ask that you provide your Gateway reference to Trustpilot, or email reviews@gatewayplc.co.uk with your full name and Gateway reference. We will then be in touch very shortly.Kind regards,James
5/5
TrustpilotIt was absolutely spot on service
It was absolutely spot on service - very professional, well explained and we got exactly what we were seeking.
5/5
TrustpilotWould like to thank Mark at queen's…
Would like to thank Mark at queen's hill norwich as we always see him working hard all day and he never seems to stop and if you ever ask him to do anything it's never to much trouble.
Hi Aiden,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
TrustpilotThis 5 * review is for Abigail
This 5 * review is for Abigail. She has been so helpful the last few months and has been so quick to respond. She is the only person I have ever been able to get through to quickly and she actually wants to help. Many thanks Abigail for being the one good thing about Gateway!
5/5
TrustpilotHighly recommend - Emma Collett in particular.
My daughter has just sold her flat in Raven's Court and Emma Collett has been helping us with different enquiries that were raised during the sale transaction. She has always been so easily approachable and helpful to us, but particularly so at this time. Gateway have always been a great Management Company to deal with too and we have no reservations in giving them 5*s. We can't thank Emma enough for her assistance not only now, but in all the time Olivia was living there, if ever we had to call for help or advice. Thank you Emma for everything. Olivia and Vivienne.
1/5
TrustpilotWho is writing these positive reviews?
Who is writing these positive reviews?The multiple reviews on other sights are far more realistic.Without going into details as it’s pointless in my experience, Gateway provides the most shocking service and act in their own best interests and not those of those unfortunate enough to be leaseholders.
1/5
TrustpilotGateway cost us our time, health and money…
Gateway has caused us a lot of stress over the years. The property is a shared block of fairly new built apartments (averaging 15 years). Recently, a big tile has landed off the roof and we have an ongoing unresolved rat issue and a leaking pipe for the past 3 years. We have communicated with Terry Robinson as well as Sally amongst others that were very unhelpful and did not keep us updated when said they will call back. Their customer service is very poor, their resolution timeframe is unbelievable and yet they keep increasing their fees for such poor services. As a result of their poor management of the property site, we had rats droppings inside the car in the engine, which we have been really unfortunate to be breathing in whilst we occupied the vehicle causing our family to feel unwell and the car now being scheduled to be scrapped. This is a huge cost to pay not only for the repairs but health too. I would not recommend Gateway Plc at all and to avoid any properties they manage.
5/5
TrustpilotFast, efficient service.
Tyler at Gateway Property Management acted promptly to furbish me with a large number of documents that my Solicitor required to enable the sale of my late father's property (Gateway are managing agents for the block). I was very impressed with the service he/his colleagues provided. I also need to mention that I was not charged for this service. Thank you.
1/5
TrustpilotDisgusting. Despicable. Dreadful.
If I could give zero stars, I would. My experience with Gateway has been a nightmare from start to finish. We have experienced a 400% fee increase from the previous year which is absolutely criminal. Words cannot describe how dishonest this company is. They lie through their teeth to justify their prices; if the quality of their service was high, I would understand; however, it’s exceptional sub-par. They are conning honest, hard working people out of thousands of pounds every year and get away with it. Developers who use gateway as a “cheap option” obviously have no respect for those purchasing the properties that Gateway are managing. Please, please, please do not use ever use this company. They are a group of cowboys who obviously thrive in providing a terrible, abysmal service without a care in the world. It makes you wonder why their LinkedIn comments have been disabled and looking at the previous reviews left by many other frustrating homeowners, they have been operating this way for several years. Stay away!
5/5
TrustpilotKane provided a clear explanation of…
Kane provided a clear explanation of the fire door inspection, the requirements, measurements and any remedial work required.
5/5
TrustpilotDavid White has been amazing
David White has been amazing! Helpful, fast and efficient in all contact. We have had very tight timescales to answer some queries but David has been brilliant in resolving those. David is clearly an asset to your company!
Hi Hayley,Thank you very much for your great feedback! We are delighted to hear that David resolved your queries so promptly. We will certainly pass on your wonderful feedback to him.Kind regards,James
5/5
TrustpilotGreat company with a great team of…
Great company with a great team of people. I have recently been dealing with Karolina Lubieniecka a development manager who is extremely professional and efficient with customer care which is second to none.Thank you Gateway management for always going the extra mile.
Hi Grace,Thank you for the excellent feedback!We'll certainly pass your comments on to Karolina and the team.Kind regards,James
1/5
Trustpilot£3780 postage charge in 2025 is…
£3780 postage charge in 2025 is unbelievable. This company charges fees for minimal effort, in our particular case without having any legal right over the management of the area.
Good morning, Thank you for your feedback. So that we can address your concerns, we kindly request that you provide your full name and Gateway reference to reviews@gatewayplc.co.uk. We look forward to hearing from you. Kind regards, Abi
1/5
TrustpilotConcerns Regarding Loose and Swaying Sign In The Park
After not receiving a response from Gateway regarding my email last week, I decided to make a call to the company, which I must admit has a rather arrogant demeanor. I was informing them about their newly erected sign, which was loose and swaying. Their response was that since I don't own my home, I should contact the housing association directly. This led to a debate where I pointed out that regardless of my homeownership status, their contact details are on the sign, so there's no need for a third party. To be honest, I found this approach rather insulting, and I suggested they update their sign accordingly. I expressed my gratitude for being belittled when trying to report a potential risk, something that should be seen as positive. I remarked that it's no surprise people hesitate to engage in good Samaritan behavior in this day and age. I even made them aware that I, along with others, regularly clean up the park.However, they eventually conceded that due to my argument, the responsibility for the sign falls on them. They acknowledged that I could be a member of the public not living in this estate, prompting them to rethink their approach as grounds management. This was certainly an eye-opening moment for them I would like to think.
Dear JP,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 Gateway customer with the information you have provided. We would encourage you to 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 further.Kind regards,James
1/5
TrustpilotManipulate company with bullying…
Manipulate company with bullying arrogant staff.They exist to churn and extract as much money from homeowners they know are in contracts, invoices will rise by hundreds of pounds & offer no explanation for increases and you can't question or appeal because the industry has no regulation. The Property Ombudsman sides with them as Gateway pays a fee to them for membership so completely biased. Your complaint will take weeks for response by which time Gateway will start legal proceedings to bully & intimidate you. Property Management is completely unregulated and Gateway directors have built a business on bulling tactics & threats of court action if you don't pay what they ask. They are no better than rouge traders that scam pensioners carrying out sub standard work then bully & threaten for payment. You will get your first invoice when you move in an think nothing of it....excited to move into your new home....then the increased invoices start arriving every year with extra fees & massive increases in ground rent & maintenance added, you will phone they will dismiss your concerns tell you pay or legal action. You are cornered. The payment will not be put on hold. Complaining takes weeks by which time they will start the court process adding more fees to your account, Property Ombudsman will take weeks they will ALWAYS side with Gateway, by which time you will be near or have had a CCJ issued to screw you for dating to question Gateway Property Management.Its a regular pattern and how Gateway operate. Devious bullying. Horrendous staff.
1/5
TrustpilotGateway - what management!
We have been chasing Gateway now for a period of 9 weeks for a date when the overgrown weeds would be maintained on the communal allotment areas. I have made at least 10 calls now and although I keep being told they are keeping a diary nobody seems able to tell me when the areas will be cleared as they are getting out of hand. People continuously promise to give updates but nothing happens. I have decided to do a review as this appears to be the only way to get something done, shocking performance for something we pay for. If you can avoid them do so!
Good morning Neil,Thank you for your feedback. We are sorry to hear that you feel this way about our service.We understand that your Senior Estates Manager has been in contact with you to discuss the matter you have raised and this is being dealt with by the team.We would encourage you to continue liaising with the Estate Management Team about any queries you have regarding your development, who will be delighted to assist you.Kind regards,James
1/5
TrustpilotGateway is completely useless!!
Gateway is completely useless!!! We have a front door lock broken for about a month now. We have been emailing and calling, but no work has been done so far. They have sent the locksmiths 2 times so far, but the lock is not fixed. It’s a simple lock which can be found in millions homes in UK. It looks like Gateway is just making money and will be charging for all these useless visits! Our block is about 3 years old, relatively new, so no major issues! But I imagine if we have more serious cases what they will be doing with that? Waiting 1 year just to get update! Those who are writing 5 star reviews, are those lucky owners of the flats that they have sold and moved away from Gateway!!!!
1/5
TrustpilotAbsolutely disappointed&gutted by…
Absolutely disappointed and gutted by the service, lack of empathy and being penalised for their lack of resource and old skool way of working. Anyone else receive charges out of the blue in the post? Followed by late charges? Apparently they are unable to send invoices via email despite claiming to be a huge organisation providing leading services. Despite me explaining I work away and need the invoices electronically they offered no solution but a discount on the penalties and were happy for me to pick up future penalties. Heartbreaking these companies do not have the customers at heart, quick and easy way to make moneyI cannot respond to James’s response below. But to be clear no solution was offered and I still had to pay some late charges. Customers included myself will continue to be penalised by their outdated ways of working and lack of customer centricity
Good afternoon,Thank you for your feedback. We are sorry to hear that you feel this way about our service.The Customer Services Department has been in touch with you to discuss your account, the credit control process, and the late payment fees, which they offered to remove as a gesture of good will. To confirm, we are obligated to send certain documentation by post, including Service Charge demands and Service Charge accounts. Service Charge invoices are issued per the terms of your TP1 document that you signed when purchasing the property. Our management obligations are also stated in your TP1. 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 TP1, a late payment fee is applied. Should you require any further information, we would encourage you to speak to the Customer Services Department, who would be delighted to assist you. They can be reached by phone on 01702 443 555, or by email at customerservices@gatewayplc.co.ukKind regards,James
1/5
TrustpilotGateway could not care less about people or more about their profits.
Gateway have managed the ground rent on a property for me since 2006 and the best thing about selling this property is that I don't have to deal with this absolutely useless company any more. The odd individual may manage a modicum of customer support but the overall company ethos is clearly get the money and screw everything and everyone else. Communication is often ignored, requests are just brushed aside cavalierly, concerns over financial transparency are basically scoffed at. I would NEVER, under any circumstances, have anything to do with this company again...and if I were buying a property and I found that Gateway managed it or the ground rent then I would definitely not buy. A truly awful company.
Good afternoon Jeremy,Thank you for your feedback. We are sorry to hear that you feel this way about our service.Unfortunately we haven’t been able to verify you as a Gateway customer with the details present in your review, nor have we ascertained the root of your concern.Whilst we appreciate that you have stated you have sold your property, providing some context to your review will help us understand what the problem is, how it can be fixed, and help us improve our customer experience in the process. Kind regards,James
1/5
TrustpilotAvoid any dealings with these people
Dreadful company to deal with - I’m in the unfortunate position of living on an estate this company is responsible for the maintenance of. We get an ‘annual’ service charge bill which includes no justification of the costs being charged, and then a subsequent bill 6 months later with further costs because they couldn’t get it right first time! On several occasions I have emailed Terry Robinson at Gateway (the regional contact for our estate) asking for evidence that value for money is being achieved (such as evidence of 3 quotes for external contractors and particularly their own costs for doing nothing as far as I can tell) and am yet to receive even a basic acknowledgement. Laughably Gateway’s website proclaims their 100% commitment to customer service - in my experience they’re about 100% short of achieving this!If I could zero stars I would - avoid at all costs if you can!
Good morning Andrew,Thank you for your feedback. We are sorry to hear that you feel this way about our service.It is our understanding that the Regional Manager for your development has been in contact with you this week to provide you the requested information. We trust that this will help clarify any queries you have regarding your Service Charge. Should you have any further queries, we would encourage to liaise with the Regional Manager, who will be delighted to assist you. Kind regards,James
1/5
TrustpilotNothing but ISSUES!
We have had nothing but issues with Gateway, mainly this comes from lack of urgency regarding serious issues and negligence. The communication is extremely poor and previously out of several phone calls (One way) 21 times I have been told that I will be called back, to which I have received only 2 phone calls, the main culprit of this issue was Chris C.A new manager finally got appointed called Alison and at first she was getting on top of all the stuff that Chris wasn't but the lack of communication is still there with a contractor turning up today asking me to let him in to the building without gateway even informing me that I was his point of contact or even asking me if I would be happy to let him in. When I called GateWay I asked that in the future I wasn't always contacted by contractors to let them in and instead of having a calm conversation Alison was very rude and speedy to end the call.This property management company should not even be allowed to manage properties when they can't even manage the simplest of tasks.
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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.
