Gateway - Everything Property Reviews 

In 2023 I originally asked if I could pay the yearly service charge of £224.02 by direct debit, which they told me wasn't possible. I missed some payments and a few late payment charges of £30 were added on. A couple of people I spoke to on the phone told me that if I paid the full amount these would disappear. That's not at all true!! I now have the amount £1135.96 to pay, including the service charges from 2023. I don't actually see what they do on the estate either, apart from the occasional gardener. I'm already paying for my home and garden, why do I need to pay a service charge as well?

Excellent assistance provided by Naomi - efficient, polite & very helpful. A pleasure to speak with and both queries answered and managed in two minutes flat :)

They took my complaint on looked into it and very prompt email response from them assured me what was missed out in being maintained that their next visit and date they gave me that this would be done.

I appreciated the clarity and their attention to this issue responding professionally and promptly. Their customer service has always been helpful and do try to go out of their way to resolve such matters.

Greedy, unreasonable, and lazy. A property mangement company, so you will have no choice over whether they are appointed, but if you do avoid like the plague.

Lottee was very helpful and resolved my issue swiftly and efficiently.

Shocking experience received from gateway. I moved into one of their properties less than a year ago, I paid a considerable amount extra for a parking space with my property. They employ a company call parking control management to ‘ensure residents can access their own spaces’ as they quote. PCM have issued me with 4 parking fines so far totalling £400 despite displaying my permit and having none residents parking in my spot without enforcement, gateway have no interest in listening to appeals and are only there to take your money.
Unless you want to be scammed and constantly harassed with threats of court action for living in your own home I would strongly advise against buying a gateway property, particularly in Brentwood central

Omar is a friendly person and all are ready to help a find him a very trusting and his doing a very good job keeping the place tied thank for your hardworking Omar!!luiz flat 18

Spoken to Naomi twice the last few weeks, she has been very helpful and professional on the phone both times, she sorted out my concerns with no bother :)

Naomi is very helpful!!!

We pay over £1,000 a year in service charges and barely see any actual services apart from a quick monthly clean of the communal areas. Repairs take forever, communication is awful, and they are impossible to get hold of unless they want money from you.
They constantly send random extra charges throughout the year with little explanation, then add late fees if you don't pay immediately, including for bills that were never even received.

I also spent 6 months fighting them over what I believe was disability discrimination. I live in a first floor flat with no lift, have health issues, and have a young child with additional needs who relies on a stroller for safety. I relied on being able to safely store the stroller downstairs in order to leave our home safely and manage day-to-day life. Instead of showing any understanding, Gateway threatened to dispose of it and charge me for removal. They ignored complaint deadlines for all 4 stages of their complaints process, sent generic responses, and only backed down after I escalated the matter further.

Now they've delayed my remortgage by bringing back a £338 charge from June 2021 that I was previously told was a mistake and had been removed from my account, despite the fact Gateway didn't even take over management of the building until December 2021!? After 2 months of chasing, nobody can explain it and nobody is responding.

In my experience, they are disorganised, rude, stressful to deal with, and provide nowhere near the level of service residents are paying for.

Lottee was very helpful and got back to me with a resolution

Awful company, just awful. Firstly they add hidden charges (I can prove this if anyone wants me to share) and have an ongoing case with the Property Ombudsman which I'm told I'll win.

Service charge went up by 33% last year despite services being cut in half.

Paid for extra service which were forced that never happened. Statements are apparently sent out but never arrive so you miss payments so get a "late fee" instantly of £30.

Very rude individuals. When they do finally communicate they are incredibly rude and patronising.

Avoid like the plague. If Gateway have any issue with this review it's all been well documented and I can provide evidence to all of the above and then some.

Naomi really helped me today and was so friendly. She gave brilliant customer service and is an asset to Gateway.

Just want to personally thank David WHITE with all his help. This was for a sales pack in order to sell our home. David was extremely approachable, friendly and professional in his advice to me! Very prompt responses given explaining the process within a sales pack that my solicitor required. This made it all seem less daunting as everything was explained from the get go! Very lovely person and thank you again

Excellent Customer service provided by Jackie Fenn, Credit Controller.

Paige Heiser was very helpful and understanding of my current situation. She made sure to accommodate to my needs. She was also quick to respond which is great.

Chelsie Simmonds

The reason for the 5 stars is entirely based on the fact that Naomi sorted out the problem quickly and efficiently

Naomi - fast and efficient - prompt and considerate. Appreciated.

Helpful and patient with me.
Have a preference to use them in future as my experience has been good.

Since 6 May I am trying to get a refund for the service charge I overpaid to no avail. I copy below my last email to them on 8 May.
Hi,

Thank you for your reply.

This is now getting rather silly.

Let me repeat myself for the 3rd time and hopefully last time.

I paid your predecessor PBM , you are right the service charge for the full year in advance to 31 July 2026 of £852.38 on 20 Feb.

Your service charge for the same period is per your itemised schedule £648.49.
Simple mathematics suggests to me I have overpaid £852.38 - £648.49 = ££203.89.

Not sure why you think no refund is due.

One reason we collectively decided to appoint you was because of your lower service charge and indeed your itemised schedule does confirm this.

Kind regards,

RR
Westbrook Moorings