Living at Gateway House
How to pay, who to call and what to do — for leaseholders, tenants and anyone selling or letting a flat.
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Owners’ portal
Statements, payments, documents and correspondence for your flat.
Service charges
What it covers, when it’s due and how to pay.
Report a repair
Communal repairs and who deals with what.
Emergencies
Out-of-hours numbers for fire, flood, lifts and power.
Fire safety
Evacuation policy and what must stay out of the common parts.
Selling or letting
Management pack (LPE1) and what your solicitor will ask for.
If something is dangerous, call 999 first
Fire, a smell of gas, or someone at risk: dial 999. Then let the managing agent know.
Give the building's address as Gateway House, 322 Regents Park Road, London N3 2FH, or the what3words location ///stocks.less.clever.
- Managing agent (office hours)
- 020 8427 3363
- Out of hours
- Ring the same number, 020 8427 3363 — the answerphone gives Sterling's out-of-hours emergency number. Emergencies only.
- Lift entrapment
- Use the alarm button in the lift car; it connects to the lift company 24 hours a day
- Gas leak
- National Gas Emergency Service 0800 111 999
- Power cut
- UK Power Networks 105
- Burst main / no water
- Affinity Water emergencies 0345 357 2407 — 24 hours, 7 days
- Water leak from another flat
- Try the flat above first, then the agent. Turn off your own stopcock if water is entering your flat
What you pay and what it covers
The service charge funds everything shared: buildings insurance, cleaning, communal electricity, lift maintenance and inspection, fire-safety systems, grounds, repairs, the managing agent's fee and a contribution to the reserve fund for future major works. Your flat's share is fixed by the percentage in your lease.
Demands are issued in advance with a summary of your rights and obligations, as the law requires. Payment is due on the date shown on the demand. Late payment adds cost to everyone, so if you are struggling, contact the agent early — a payment plan is usually possible.
How to pay
- Online through the owners' portal
- Bank transfer to the client account shown on your demand (quote your flat reference)
- Standing order — ask the agent for a mandate
Reporting a repair
The RTM company is responsible for the structure, roof, external walls, window frames, communal hallways, stairs, lifts, doors, lighting, bin stores, car park and grounds. Anything inside your flat — including internal pipework, boiler, your front door lock and glazing — is yours to maintain, unless your lease says otherwise.
To report a communal problem, email [email protected] or use the portal. Include:
- Where it is (floor, core, nearest flat number)
- What's wrong and since when
- A photo if you can
- Whether it's a safety risk
You'll get a reference. Urgent items (lift out, door not securing, lighting failure on a stair) are prioritised the same day.
Keep the escape routes clear
A fire risk assessment of the common parts is carried out by a competent assessor and reviewed regularly; a copy can be requested. Residents can help most by following three rules:
- Nothing in the hallways or stairs. No prams, bikes, shoes, mats or plants. They're escape routes and they get cleared without notice.
- Don't prop open fire doors. Flat front doors and corridor doors are fire doors — they must self-close. Tell the agent if yours doesn't.
- No charging of e-bikes or e-scooters in common parts.
The evacuation policy for the building is set out in the fire risk assessment. Make sure everyone in your household — and any tenants — knows it.
What your solicitor will ask for
Your buyer's solicitor will request a leasehold management pack (the LPE1 form) covering service charges, insurance, accounts, major works and any disputes. The managing agent prepares it; there is a fee, and it normally takes 5–10 working days, so order it early.
On completion, the new owner must serve notice of transfer on the RTM company (via the agent) so the service charge account is moved. Most leases also require a notice of any mortgage and of any sub-letting.
Letting your flat
Check your lease for any restriction on sub-letting. Give the agent your tenants' names and your own correspondence address — service charge demands still come to you, the leaseholder, and you remain responsible for your tenants' compliance with the lease.
Can't find what you need?
The managing agent is the quickest route for anything about your flat or your account. The director is happy to hear from you too.