LQ estate agents in London, Sidcup and Warwick

Hi Elizabeth,We welcome your review, and we appreciate you bringing your concerns to our attention.We are truly sorry to hear you’re currently experiencing some issues with your heating and hot water, especially at this time of year when the cold winter days are not far ahead of us and at a time when we rely on it most.Furthermore, we're disappointed to hear you've been without heating and hot water for so long and we can imagine the impact this is having on your health too. We would also like to take this opportunity to offer our sincerest apology if feel your complaint hasn’t been handled how you’d hoped it would be and for any upset this has caused you as well.Regrettably there is a delay with stage 2 complaints, however we're currently in the process of recruiting more staff to help bring the waiting time down to what we feel would be a much more acceptable level.In the meantime, we’re more than willing to discuss this matter in more detail with you and if you wish to discuss with us, we would very much love to hear from you. Feel free to email your details to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) and it'll be our pleasure to arrange for a dedicated staff member to reach out to you.Many ThanksCustomer Service Team

Hi Janis,Thank you so much for sharing your recent contact with us.It's so nice to read your review and we're delighted to hear you had an amazing experience with our customer service team. We hope the issues with your windows are rectified for you soon but feel free to reach out to us if we can be of further assistance to you.Many ThanksCustomer Service Team

Hi Mohammed,Thank you so much for rating us with 4-stars!Your review means so much to us and we're so pleased our Customer Service Team has met your expectations. It's always a pleasure to help no matter the situation and if we can be of further assistance to you, please do let us know and we'll be sure to do our utmost for you.Many ThanksCustomer Service Team

Hi Maurice,Thank you so much for your review!We're really sorry to hear this and we'll be more than happy to investigate why there's a delay with the works.We can imagine the disappointment this is causing but if you email the details to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) it'll be our pleasure to help and arrange for a dedicated team member to contact you.Many ThanksCustomer Service Team

Hi Sheila,Thank you very much for your 5-star review.We're truly passionate with the service we deliver, and our Customer Service Team really do try their hardest to make sure our customers and residents have the best possible journey.We're so touched by your feedback and we're delighted one of our Customer Services Advisors was brilliant and helped you with your enquiry.Thank you once again Sheila and we'll certainly share your kind words with the team too.Many ThanksCustomer Service Team

Hi Malcolm,Thank you so much for sharing this with us and although we've not quite met your expectations your feedback is still important to us.We've taken on board your disappointment with the length of time to answer your enquiry and we understand 7 days may seem a long time.Usually for any enquiries we don't have an immediate answer for, we recommend allowing 5-10 working days for a staff member to contact you with the information. This timeframe is set depending on the nature of your enquiry, but we would always expect an answer or a response to be given. Sometimes during busier periods, it may take us longer, but we endeavour to respond at our earliest opportunity.If you made your enquiry by email, we can confirm we're currently working on 8 days for a response to be given.With this aside, if you're still awaiting an answer and the above times have already been exceeded, please contact us and we'll me more than happy to escalate this for you.Contact can be made through any channel of your choice or by emailing us at lqdirect@lqgroup.org.uk and we recommend 'Trustpilot' is used as your email subject.Many ThanksCustomer Service Team

Hi Wilson,Thank you so much for leaving us a review and for bringing your concerns to our attention.Firstly, we sincerely apologise for the frustrating experience you've had with our contractors and to hear of the problems with sewage in your home. Admittedly it isn't nice to see this happening and we appreciate why each of your concerns within your review would be a worry for you.We understand your case is being investigated and we trust you've also made our complaint handler aware of your dissatisfaction. We've also done this for you too, so please don't worry if you haven't had the opportunity to do this.Rest assured this will be investigated further and although contractor reports are for internal use only, any accusations made are always taken seriously.We trust this'll help to put your mind at ease but if you do have any further questions, feel free to contact us and we'll be more than happy to help. Our dedicated team can be reached by email at lqdirect@lqgroup.org.uk and we recommend 'Trustpilot is used as your email subject when contacting us in this way.Many ThanksCustomer Service Team

Hi Lee,Thank you so much for your 5-star review!We're so pleased you're finding our services efficient and your queries are always dealt with. This is reassuring to know and exactly the service we always strive to deliver so thank you for sharing this with us Lee, it’s truly appreciated.Many ThanksCustomer Service Team

Hi Jennifer,Thank you so much for your review and for bringing your concerns to our attention.We hear your frustration Jennifer and we're sorry to hear you had a problem with the electrics inside your home. Usually when electrics trip we recommend you carry out a home appliance test which would've helped to identify if there's an issue with your appliance or the electrics. Hopefully this was explained to you as this procedure is important to also avoid misdiagnosis of the repair too. In addition Jennifer, when your own electrician attended and it was identified the fault was with the socket, it’s not advised for them to continue with the repair and ideally we would've expected you to contact us immediately and we would've arranged for our own electrician to attend to carry out the repairs for you.Unfortunately as we're unable to discuss personal details through this channel we're unable to see what advice was given to you at the time, however we would very much love to have the opportunity to look into this matter further and to speak to you in more detail about this matter. To help us make it possible, please reach out to us by emailing our dedicated team at lqdirect@lqgroup.org.uk and by ensuring 'Trustpilot is in the subject line of your email too. As soon as we have your details, it'll be an absolute pleasure to do this for you.Many ThanksCustomer Service Team

Hi Mehmud,We welcome your review and we thank you for taking the time to share your experience with our contractor.We certainly hear your disappointment and we apologise profusely if the service you've received has failed to meet your expectations on this occasion. We understand the importance of having heating and hot water, especially as the colder months are drawing in.As you may already be aware, sometimes it's unfortunate our contractors are unable to fulfil a repair during their first visit. One of the main reasons for this to happen is materials or parts are needed that are not readily available or supplies kept on their vans. We understand this is the cause in your situation which we apologise for, however the part was ordered immediately and was expected to arrive from the suppliers within 5 working days. Swale have since confirmed to us they have the part and arrangements have already been made with yourself for an engineer to return to fit the required part.We trust this matter is resolved and your boiler is due to be reinstalled very soon. If, however you have further concerns relating to this matter, feel free to contact us and we'll be more than happy to assist you further. We have an amazing team willing to help who are reachable by email at lqdirect@lqgroup.org.uk and we recommend ‘Trustpilot' is used as your email subject when contacting us in this way.Many ThanksCustomer Service Team

Hi James,We welcome your feedback and we thank you for sharing your feelings with us.We appreciate your honesty and we apologise profusely if you feel the issues inside your home could be dealt with more promptly and of a better standard. Your comments are certainly valuable to us James and we'll be sure to feed this information back, and hopefully it'll help us to implement changes to improve this service moving forward.In the meantime, if there's any specific issues you need further help with, please do let us know by contacting us through any channel of your choice or by emailing us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as the subject) and it'll be our pleasure to do our best for you.Many ThanksCustomer Service Team

Hi Janet,Thank you for your review your feedback is important to us. We're sadden to learn that you have been dealing with a damp issue in the Property and hope as you say that this is now resolved. Please see the attached link with further information for helping to treat and prevent damp:https://help.lqgroup.org.uk/help/tenant/repair/Damp-mould-condensation-preventIn line with our policy we would only provide a safety catch for windows that are on the 2nd floor of flat or above. So you can feel safe and secure in your home we would recommend looking into additional safety measures for your home via online services or a DIY store.If you are unable to see through your windows due to condensation we would like for you to get in touch with us and let us know which windows are affected so we can offer further help. Please contact one of the Team at lqdirect@lqgroup.org.uk using 'Trustpilot' in the subject and we'll be on hand to assist you.Many Thanks Customer Service Team

Hi Christine,Thanks for your review. We're sorry that you feel this way and would like to be able to help you if you can provide us with some more information. We have an amazing Customer Service Team who you can contact lqdirect@lqgroup.org.uk using 'Trustpilot' as the subject line. Many Thanks Customer Service Team

Hi Marvalyn,Thank you so much for your review!We're so saddened to hear you're feeling stressed, but we understand your reasons for feeling this way.We sincerely apologise if you feel our services have failed to meet your expectations, but we appreciate not knowing when your kitchen repairs will be done is upsetting for you.We're glad to hear you've been in touch as it's important to us to know when things are not going quite right. We hear your disappointment and we’ll certainly log your feedback for you too.We’re more than happy to further look into the outstanding repairs to your kitchen and hopefully we’ll be able to give you more of an idea on when to expect the works to commence. To help us make it possible, please can you email your details to us at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as the subject) and it’ll be our pleasure to do our best for you.Many ThanksCustomer Service Team

Hi Claudia,We welcome your feedback and we appreciate you taking the time to share your thoughts and feelings with us.We feel your frustration and we sympathise with you for the time spent trying to be heard. We can imagine this would be upsetting and we offer our sincerest apology for any upset and inconvenience caused.Your comments are valuable to us and we've certainly taking these on board. As an organisation who's passionate about the service we deliver, we want you to know your feelings have been noted and they'll certainly help us to implement changes moving forward. In the meantime, we're open and willing to discuss your review in more detail and if there's anything you specifically need help with, please contact us and it'll be our pleasure to arrange for contact to be made with you.We have an amazing team who can be reached by email at lqdirect@lqgroup.org.uk and we recommend your email subject contains 'Trustpilot' when contacting us through this channel.Many ThanksCustomer Service Team

Hi Ruby,Thank you so much for your review!Your feedback is important to us and we thank you for bringing your concerns to our attention. We're sorry to hear there’s a delay in completing repairs to your fence and gate, and we appreciate leaving your garden exposed is a worry for you too.Please can you email the details to us along with your full address so we can further investigate this matter for you. Our email address is lqdirect@lqgroup.org.uk and it'll be most helpful to us if your email subject contains 'Trustpilot'As soon as we have your details Ruby, it’ll be our pleasure to do our utmost for you.Many ThanksCustomer Service Team

Hi John,Thank you so much for your great feedback!We're thrilled your request to add information to your account was dealt with efficiently and we're so happy to receive your 4-star rating too.It's always a pleasure to help John, so feel free to reach out to us at any time and we'll be sure to do our best for you.Many ThanksCustomer Service Team

Hi Samantha,Thank you for bringing this to our attention and we're sorry when you contacted us you were unable to get through to the relevant person. We're unsure as to why we would not have been able to find your details it's usually due to a name change or maybe a different email address or contact number than we have on the system. We'd be happy to make sure your online account is now set up and your able to access it. Please send us an email to lqdirect@lqgroup.org.uk (Using 'Trustpilot' as the subject) and one of our Team will be in touch. Many Thanks Customer Service Team

Hi Mr Penn,Thank you for your review. We’re very sorry to hear you’ve had such a frustrating experience with us, but we appreciate you bringing your concerns to our attention.We always aim to deliver a great service to our customers, so we offer our sincerest apologies if the service you received wasn’t to your expectations on this occasion.Our dedicated team will be more than happy to help and would love to be given the opportunity to assist you further with your enquiry. Please could you contact us by email at lqdirect@lqgroup.org.uk (with 'Trustpilot' as the subject) and we’ll work with you to help resolve any issues you’re experiencing.Many ThanksCustomer Service Team

Hi Kerry,Thank you so much for your review and for taking the time to share your feelings with us.We're saddened to hear you've had a traumatic experience with us, we can appreciate this would be upsetting for you, but we would also love to learn more about the cause of this to happen.If you're not already in touch with us, we would very much love to have the opportunity to discuss your concerns in more detail with you. To help us make it possible, please feel free to email your details and any concerns to us at lqdirect@lqgroup.org.uk and by ensuring 'Trustpilot' is in the subject line of your email.We have an amazing team willing to help you Kerry and it'll be great to hear from you.Many ThanksCustomer Service Team

Hi Mark,We're so grateful for your review and we thank you for taking time out to share your feelings with us.We're saddened to hear we've failed to provide you with the service you hoped to receive from us, and we appreciate incomplete jobs inside your home would cause some frustration too. It's important to us to help put right what may have gone wrong and with this in mind we would very much love to have the opportunity to investigate your concerns for you. Please can you send an email to us with all the details so we can arrange for our dedicated team to contact you. When composing your email, we recommend 'Trustpilot' is mentioned into the subject line of your email and we kindly request this is sent to us at lqdirect@lqgroup.org.ukWe would also like to take this opportunity to offer our sincerest apology for any upset and inconvenience this has caused you too.Many ThanksCustomer Service Team