Gateway - Everything Property Avis 

In the process of moving out which can always be a stressful, even more so with a baby due next month, Gateway have been great about the situation in particular Mark who is supportive of our current situation. He has great communication and always very approachable and respectful on home visits and has been throughout my 5 years in the property.

Chay Rosson (maintenance operative for Gateway) who come to check my flat door and also the communal door fire survey was attentive and very professional, easy to talk and very knowledgeble.

Chay Rossan was very helpful polite and did a good job at our site

Fire door inspection went smooth with Chay. Quick service, friendly and answer promptly to all questions.
I heard from other buildings they always had some issues and lucky enough with me came on the time booked so didn’t need to miss another day at work.

I had an ongoing query which was promptly and efficiently rectified by Claire Harold (Customer Services)
Thank you Claire 😊

This review is specifically about the way Lottee dealt with a request I had for the groundwork’s on our development, and not about the overall effectiveness of Gateway as a company. Lottee displayed great communication and kept in touch with me to make sure I was updated. I was pleased with her efforts to get the job resolved.

Would give zero stars if I could.

I have just had an extra bill for them because they spent more than they budgeted - but they are doing zero maintenance in our parcel of our development.

If we could we would get rid of them, but they have some kind of deal with Bovis that means we are stuck with them.

Warning do not trust the 4-5 stars they are rigged and sadly that can be done on any platform!!
Gateway is the most shabby property management company I have had experience with. They argue when asked to do what they are ment to do. Their tone of voice is extremely threatening and they demand and extract money from lease holders without a consideration.

I needed to contact Gateway re some clarification regarding the buildings insurance on my father’s flat. Vanessa responded to all my emails quickly and professionally, she liaised with the insures and fed back their response as soon as it was made available. Thank you Vanessa.

I am a resident in one of the developments managed by Gateway. During my time on the development I've encountered numerous issues, from poor cleaning standards to lack of grounds maintenance and no provision of window cleaning for almost three years. This is despite continued payments as part of our service charge which the End of Year accounts explicitly state we will receive. Gateway customer service is unhelpful at best, and non-existent for the majority of the time. Repeated requests for evidence of how our service charge has actually been spent- not ambitious end of year accounts before the year has even started- have gone unacknowledged and dismissed by staff. From minor inconveniences around how they communicate with residents (they send letters for everything and refuse to communicate by email) to more serious slip hazards and fire risks that go untreated (which seemingly they refute however they have not been able to provide me with a fire risk assessment which we pay for annually), Gateway has shown very little interest in or ability to manage our development, making it an unsafe, insecure and unpleasant place to live. A notable example of this was an instance of criminal damage to the shutter at the entrance to the car park leaving the development open to the public and insecure. Gateway failed to pursue the individual responsible for the damage (despite residents identifying them) and have passed the cost of repairs onto residents who are not at fault in any way. The customer service has been abysmal, and any attempt to contact residents about issues seems to only be in response to 1* Trustpilot reviews.

If Gateway PLC Management Company were competing in an Olympic event for doing the absolute legal bare minimum, they’d be taking home gold.

The windows? Apparently they’re on a “self-cleaning through rainfall” maintenance plan.

The grass? I can only assume it’s being managed according to the “let nature take its course” philosophy.

The communal floors deserve a special mention. They seem to be mopped so enthusiastically that they’re left absolutely soaking wet. Unfortunately, instead of looking clean, they quickly collect every bit of dirt imaginable. The result is less “professionally maintained apartment block” and more “adult slip-and-slide”—an exciting attraction that nobody asked for.

Then there are the lifts. In my experience, they’re frequently left in a shocking state, with dog mess and urine not being dealt with promptly. They’re often so dirty they look as though they’ve gone five rounds with a heavyweight boxer and lost. It’s hardly the welcoming entrance you’d expect from a management company that’s supposed to maintain communal areas.

Customer service is an experience in itself. Every phone call feels like you’ve interrupted someone’s favourite TV programme. Rather than listening to residents’ concerns, the attitude often comes across as dismissive and impatient. On one call I was greeted with the immortal phrase: “Well, let’s just get on with this then,” which certainly made me feel like my concerns were valued… in the same way a parking ticket is valued.

Whenever issues are raised, the response seems to boil down to: “We’ll do the legal minimum, and not a molecule more.” It’s a refreshingly honest business model, if not a particularly reassuring one.

Based on my experience, the management agent assigned to the property has not provided the standard of service I would expect, and I have very little confidence that residents’ concerns are taken seriously.

Overall, if you’re looking for sparkling communal areas, clean windows, tidy grounds, responsive customer service, or the reassuring feeling that your service charges are being put to good use, this has not been my experience.

One star—because apparently zero isn’t an option.

Absolutely the Worst Property Management Company I Have Ever Dealt With.

Gateway has been an absolute disaster from day one.

We pay around £800 more per year than LRM, yet receive virtually no service in return. It is impossible to justify such excessive service charges when there is nothing to show for them.

Our development has no gym, no swimming pool, no BBQ area, no concierge, no security and no premium facilities whatsoever. There is absolutely nothing that justifies the amount we are charged every year.

To make matters even worse, we are expected to pay for works that should not even be our responsibility. We are constantly charged for repairs to the canopy above the underground car park and other works that do not directly relate to our building. The people or parties responsible for those structures should be paying for these repairs, not every resident through inflated service charges.

Our entry intercom has been broken for over two months, and Gateway still cannot fix such a basic issue. To make matters worse, the keypad entry system on the main entrance door has also been out of service, causing unnecessary inconvenience for residents and visitors alike.

Window cleaning has been an ongoing problem for a very long time, yet residents continue to be charged for a service that is clearly not being delivered properly.

The communal areas are poorly maintained. The grass is left to dry out, the parking areas are neglected, rubbish areas are often dirty, and during the summer the hallways smell because basic cleaning standards are simply not maintained.

Instead of fixing real problems, Gateway installs CCTV cameras in locations that make little or no sense while genuine maintenance and security issues remain unresolved.

Every time residents report problems, the response is always the same: excuses, delays and empty promises. Nothing actually changes.

To make matters even worse, service charges keep increasing year after year while the quality of service continues to decline. Gateway seems very good at collecting residents’ money but has very little interest in actually managing the property.

Looking at Gateway’s overall Trustpilot rating genuinely surprises me. Based on my own experience, it does not reflect the level of service we have received. After reading many recent 1-star reviews, it is obvious that our experience is not unique. The same complaints appear again and again, yet nothing seems to improve.

Paying thousands of pounds every year for virtually no service is completely unacceptable.

I would never recommend Gateway to anyone. If you have a choice, stay away from this company. They are, without question, the worst property management company I have ever dealt with.

Poor service and extremely high management fees, which keep increasing unreasonably. There has also been a big increase in the service charge with no consultation, and we were suddenly presented with an extra balance that forced us to pay immediately.

There is dog mess and urine everywhere, and the communal areas are not properly maintained.

The fire door has been damaged for over a year and is still not repaired. We were repeatedly told that they were waiting for government approval, but nothing has been done.

The windows have not been cleaned for over two years, yet residents continue to be charged for window cleaning.

An illegally parked car with no number plate remained in the car park for around three years without any action from the management company. In the end, residents had to contact the police and the Mayor for help before the issue was finally resolved.

Very disappointing service. In my experience, this has been an extremely poorly managed company.

The worst company. They are just taking money without doing anything. They always respond with excuses but never take care to solve any issues that is ongoing for years now.

My experience with Gateway Property Management over the past few years has been consistently disappointing and has left me with very little confidence in the company.

The biggest issue has not been the service charges themselves, but the complete lack of transparency, accountability and communication.

Over the years I have repeatedly had to chase for answers to perfectly reasonable questions regarding service charge expenditure, maintenance issues and the management of leaseholders' funds. On several occasions I have received either generic responses that failed to address the questions asked or no response at all.

A particular example concerns the window cleaning service. Leaseholders on the upper floors have gone for an extended period without receiving the service, yet we continued to be charged and were later informed that the money had been placed into a dedicated reserve fund. I asked for basic information, including the reserve balance, how much had been transferred into it each year, where it appeared in the accounts, how leaseholders could verify it and how the money would eventually be used. Despite following up, I have never received a substantive response.

The recently issued 2025 service charge accounts have only reinforced my concerns. There are significant increases in expenditure, including repairs and renewals, together with numerous management, administration and legal charges, yet very little supporting information has been provided. The accompanying letter contains only broad statements and the accountants' report is not an audit of the service charges. Leaseholders are effectively expected to accept the figures without being given the evidence needed to understand or verify them.

Throughout my time dealing with Gateway, I have found it extremely difficult to obtain clear answers or meaningful engagement. As a leaseholder contributing thousands of pounds in service charges, I expect openness, transparency and proper accountability. Unfortunately, that has not been my experience.

Based on my experience over several years, I have lost confidence in Gateway Property Management's willingness to communicate openly with leaseholders or to provide the level of transparency that should be expected when managing other people's money.

I sincerely hope the company reviews its approach to customer service, communication and financial transparency, because leaseholders deserve far better than the service I have received.

Natasha was fantastic, very knowledgeable and sorted out the problem straight away. Great service.

This company can give you a Masterclass in Collecting Fees, Not Managing Properties !!

**⭐☆☆☆☆ A Great Development Deserves a Much Better Managing Agent**

The location, the apartments and the community have been a pleasure to live in. The issue is solely with the management company.

In my opinion, Gateway has consistently failed to provide the standard of management that residents are paying for through their service charges.

Parking management is the biggest concern. We were advised that parking would be actively managed, yet I have never seen a parking attendant patrolling the development. Despite repeatedly reporting vehicles parked in unauthorised areas and providing photographs and video evidence, I have seen little evidence of meaningful enforcement. Eventually, my emails simply stopped receiving responses.

What is particularly frustrating is the inconsistency. When my parking permit accidentally slipped onto the dashboard while I was parked in my own allocated bay, I received a Parking Charge Notice without any discretion being exercised. Yet repeated breaches by vehicles parked in unauthorised locations appear to continue unchecked.

The maintenance and communication standards have also been disappointing. Residents pay substantial service charges and rightly expect a responsive and proactive management service. Instead, communication often feels one-sided, with concerns going unanswered.

Another area that feels outdated is the continued reliance on sending large quantities of expensive paper correspondence through the post. A modern managing agent should be embracing email and digital communication wherever possible. It would be faster, more efficient, environmentally responsible and ultimately reduce unnecessary administrative costs.

None of these issues reflect the quality of the development itself. In fact, I believe this is a fantastic place to live. The residents deserve a managing agent that matches the quality of the homes and the community.

If Gateway became more responsive, more accountable and focused on delivering the services that residents are paying for, this development would be very difficult to fault.

I sincerely hope Gateway takes resident feedback seriously and uses it as an opportunity to improve, because with the right management this would be an great place to live.

Appalling customer service. Appalling property management. Complete ignorance of fire safety in high risk buildings and a reluctance to respond to any questions, queries or concerns of residents. Avoid at all costs!!!

Post Gateway Reply comments:

Gateway can refute my review as much as they like. But the simple fact is that a fire door in a high risk location has been defective for an excess of one year and it’s still yet to be remediated….

And as for their suggestion that I could discuss the matter with customer services, I have been doing so for the last year, and have usually been met with in accurate or dismissive responses. Coincidentally I have just received a response which might some sense right after I made my trust pilot review! How strange! Shame they weren’t usually this responsive!!!

Very bad company