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:

T

01702 443 553

W

www.gatewayplc.co.uk

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:

T

01722 333 306

F

01722 332 296

W

www.tpos.co.uk

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.