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Supporting clients and customers for over 20 years.

Complaints Handling: Housing Developments

Gateway Property Management is continuing to forge ways in which to give excellent customer service and enhance your customer experience; however, we understand that from time to time issues may arise and in accordance with our customer commitment we have set out the following criteria prior to logging a complaint.

A complaint is deemed valid if there is:

  1. Breach of a Transfer Part 1 Document (TP1) where the Managing Agent is not adhering to where it is contractually required to do so
  2. No response to communication

We ask you to set out the issue/s in question, including any corresponding information or details in order for us to deal with your issue as efficiently and expediently as possible. Please include your contact numbers, email address and the address of the property. Your letter will be acknowledged within 3 working days with a full response within 15 working days of receipt.

You will need to address this to:

Compliance Officer Gateway Property Management Ltd
Gateway House
10 Coopers Way
Essex SS2 5TE
01702 443 553

If we are unable to resolve the complaint you can approach The Property Ombudsman only after the above has been exhausted.

You will need to address this to:

The Property Ombudsman Milford House
43–45 Milford Street
01722 333 306
01722 332 296

Please be aware that you have up to 12 months from the date of this correspondence to refer your complaint to the Ombudsman in writing.

Please note it is your responsibility to carry out the necessary checks to wordings within your legal documents when purchasing your property. Any queries relating to this must be referred to your solicitor/conveyancer or to the relevant legal Ombudsman scheme.

If your complaint is in relation to your property or what has been sold to you, this will need to be addressed directly with the developer or your solicitor/conveyancer. If it is a warranty issue, you must approach the warranty provider – Gateway Property Management or The Property Ombudsman would not be able to assist with this type of query.