Gateway - Everything Property Reviews 

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

Had a recent issue with an invoice which was followed up with a delayed payment charge. I queried this via online portal and within 12 hours or so, I had a positive response from Claire from their customer services team. Thank you for a prompt and positive response.

Paige was lovely in sorting out my account
Thank you

MARK KLEISTER , OUR AGENT WITH GATEWAY HAS DONE A WONDERFUL JOB AND HAS HELPED US FROM BEGINNING TO END. WE COULD NOT HAVE ASKED FOR BETTER SERVICE , TREATMENT AND ATTENTION, PUTTING HIMSELF OUT MORE THAN ONCE TO A SUCCESSFUL CONCLUSION. ALL THE STAFF AT GATEWAY AND WERE VERY FRIENDLY AND NO PROBLEM WAS TOO MUCH FOR THEM. THANK YOU GATEWAY AND MARKFOR SUCH A PLEASENT JOURNEY WITH YOU.

After working with Joshua Hazzard for just over 4 months, it was great to finally meet him and put a face to the name.
He has always been on the ball, reacting to any questions I had as a contractor almost immediately. Joshua totally understands the relationship between a contractor and a PM, and in turn I am sure that reflects on his residents.
Great work!

Vanessa has been wonderful in helping us with the legal side of our sale. She has regularly chased things up for us and is extremely responsive and helpful- she has been fantastic and is an asset to Gateway- thank you!!

Roll a dice with minimum 5 figure numbers. That is what they will charge you. Ask why? You will never know. I am going to ask for my data (Subject access request - type that into google) would assure you all do the same. I am SURE they are badmouthing you behind our backs. Shady at best.

I was having difficulty in getting the Landlord's certificate and this was important as it was hampering the sale of my property, but then David White the Legal assistant took it upon himself to facilitate it and everything was done in the nick of time. I wish there were more people like him in all sectors of public life as that would help the public at large.

Edit to include further information:

Gateway have no integrity. They have replied below stating they asked me for further information. This is the second review I have written.

The first review was immediately flagged for defamation, within 24 hours- with no reply and no request for further information. My payment reference was included in that review, and with this one.

Here is the exact wording from the email I received directly from Trustpilot:

Thanks for reviewing Gateway plc on Trustpilot.

Gateway plc has flagged your review for containing defamatory content.

What does this mean?

We want everyone to feel welcome on our site, and we don't allow reviews that include harmful or illegal content, such as defamation. Therefore, we've temporarily hidden your review while we assess the content.

I find it very interesting that their immediate reaction is to flag the review rather than actually look into my issue…this is clearly their process and a dishonest way to ensure as many reviews get removed as possible. In fact, looking at how the company uses Trustpilot, I can see that 45% of the cases they have flagged turned out to be invalid.

Original review:

Rather than actually sort their issue, Gayeway have ‘flagged’ my review as defamatory for correctly stating that

1. They did not email me me an invoice despite repeated requests to
2. This last year resulted in a £90 late payment fee for a bill of FOUR POUNDS
3. It has happened again- a late payment fee of £25 for a bill of SEVEN POUNDS

I pay them £2,000 + every year on time because they email me the bills.

They can’t seem to email the balancing charges, which are always under a tenner and therefore make a huge amount of money in fees

Gateway, Rosie Croud, was most helpful in the issue I raised. She was patient, attentive and kept me in touch on when the job would be undertaken. I am very happy with the outcome, job done. Thank you.

Naomi was very helpful and answered all my queries.