Gateway - Everything Property Reviews 

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

Have had a horrible experience with Gateway since last few years. Not one flat owner (out of 250) is happy with the management team. We have paid increased service charge every year with no details on invoices provided and no deductions done for the services that were promised but not provided. They have been charging us for window cleaning for last 3 years, and not once were the windows cleaned. On asking for a refund, they say there are keeping the money as a reserve ( when they will resolv the window cleaning issue with the vendors). Basically most of the service charge we pay every year goes unaccounted for. They don't even water the plants in the development, most of them are dead. Green grass have turned brown, Bin room stinks - list is endless.

Edit: So Gateway replies this standard way to all negative reviews just to make their case. But nothing happens. Horrible service or no service continues as they have been and we keep getting robbed.

Edit #2: ALL THE GOOD OR 5 STAR REVIEWS ARE FAKE. GATEWAY IS RATING THEMSELVES. AFTER GETTING SOME REAL 1 STAR REVIEWS, THEY PUT THEIR MEN TO WORK TO GET THE SCORE HIGH. DO NOT GET FOOLED BY THE 5 STARS - THEY ARE NOT REAL REVIEWS!

One star is far too generous. Been struggling with this company from 2024. This company provides little to no actual service while continuing to charge for services that were never delivered. Every year the fees increase, and they even try to bill previously paid charges again, claiming they are owed, and not little amounts...
Communication is virtually nonexistent. They don’t listen to their customers, don’t seem to care about the people or the properties they manage, and resolving any issue is incredibly frustrating.
I would never recommend this company to anyone—not even my worst enemy. Without a doubt, one of the worst companies I’ve ever dealt with.

I am an flat owner which is unfortunately managed by Gateway Management I am writing this review out of sheer frustration with their continuous lack of professionalism and transparency.

Over the past year, our service charges have been increased significantly 15% with absolutely no clear justification. Despite paying more and more money, the basic standard of maintenance in our building has completely deteriorated.
A few critical issues we are currently facing:
Poor Maintenance & Cleaning: Communal areas are neglected, and basic cleaning or repairs are either ignored or delayed for months.
Lack of Communication: Emails and formal queries regarding budget breakdowns go completely unanswered.
We are constantly hit with extra costs, yet we never where our money is actually going. Especially the window cleaning was the listed item but never happened .

Is a awful company for sure .

I would be careful with this company. They seem to take the service charge payment from the residents but do not pay their suppliers. This happened in more than one occasion so I believe they are having financial issues. Their recent excuse is that they have to sign the cheques to pay their suppliers and there’s a delay to obtain the signature from the person responsible. I’m sorry but a cheque? We are in 2026 and not in the 1980’s.

Unreliable,don’t keep any of their promises.Always have an excuse e.g cheque is in the post so unable to pay contractors and we end up with no service

After reading several reviews about Gateway’s challenges with providing services to the Longhedge estate, I was pleasantly surprised by the excellent service I received from Naomi. Customer care for Gateway

From the moment she greeted me, Naomi was professional, helpful, and reassuring. She clearly explained the process and gave me confidence that my account would be credited by Gateway, even though the refund would take up to six weeks.

Naomi followed up promptly with an email requesting the necessary details. Her communication was again professional, succinct, and friendly. I felt completely at ease speaking with her on the telephone, and her approachable manner made it easy to respond to her request for information.

After sending the required details, Naomi quickly replied to confirm receipt and to let me know that my bank account would be credited within the stated timeframe.

Well done, Naomi. It was genuinely refreshing to speak with someone who is both friendly and highly professional. Thank you for your excellent service.

Stacie, extremely helpful and understanding.

Terrible company! Do not chose them! They don’t pay contractors and leave work outstanding for months! They agree to properties that they can’t handle, don’t respond to messages. Terrible. Would give 0 out of 5 if I could.

I was satisfied to communicate with Miss Paige Heiser, she was so helpful and solved immediately our issue.

Naomi was fantastic, incredibly efficient, professional and helpful.
A pleasure to speak to thank you so much!

Had an issue around if permission was required to install air conditioning unit on external wall of my property. This was time critical due to the installation being booked in a few days time from a company travelling from Kent. Spoke to Layla in Estate Management and dealt with my enquiry very professionally and sent me a confirmation email the same day. Really impressed how quickly this enquiry was dealt with. Many thanks

Awful company!!! They have overcharged management fees on our estate for a number of years and have been caught out, now they are trying to just issue credit notes instead of refunding it back which is unacceptable.

That is my money sat in your account and I will taken every step required to have it refunded in full.

Excellent service on behalf of the Customer Support agent who was prompt and responsive to my email requests.