Newest first, from every platform, with the office each review is about. First names only.
★★★★★ 1/5
TrustpilotREPAIRS, MAINTENANCE, COMPLAINTS & UPGRADES
How can you deny my request or even refuse to consider my home for a bathroom or kitchen upgrade when you or those assigned by you have not conducted a survey to assess the condition of my bathroom or kitchen? I have not had a survey since my last upgrade approx 20 years ago. To intimate that I have to accept worn cupboards and mismatched work surfaces because of L&Q's budgeting considerations is your business not mine. You happily collect my rent and I have no arrears. L&Q sit on your hands in terms of the disgraceful conditions I am forced to live in. A vulnerable tenant!! I have been left with no alternative but to publicly shame you.The plasterwork in my upstairs landing is blown and impacted by water ingress from outside wall. The handrails my Social Worker instructed L&Q to fit in 2021 to my landing wall could not be fixed due to the weak, damaged and blown wall. The lack of handrail is compromising my mobility and safety. My living room wall plasterwork is blown, crumbling and walls riddled with damp and mould. The walls in my kitchen are crumbling and blown. The inaccessible guttering is blocked and allowing water to flood down walls instead of drains, which has penetrated internal kitchen walls. Your assigned complaints handler, surveyor and structural engineer have no sense of urgency in prioritising repairs on my home despite them being years overdue and me being a disabled and vulnerable tenant. I am forced to recover from recent extensive kidney surgery in untherapeutic conditions. The appointed complaints handler fails to communicate with me and my RFI with a deadline for 24th October 2022 was ignored despite me advising I would be contacting my MP, GP, Social Worker and Social affairs editors for The Guardian, BBC London, ITV London, Voice Newspaper and South London Press if communication wasn't made by that date. This date has passed. My MP already advocating on my behalf regarding my home has carried no weight so I am convinced public shaming is the only way to get traction regarding repairs to my home. I am now facing Winter months with damaged, crumbling internal walls with little protection from and exposed to outside elements and cold weather, in the midst of a cost of living crisis and extortionate energy costs. L&Q have shown themselves to have no respect or regard for the tenant by treating me with utter disdain. I am certain I am not alone in my experience. L&Q are no better than a slum landlord. The moniker "Social landlord" is an utter guise. Rent collected. Tenant forgotten. Totally bereft of duty of care. This is my experience and my reality. The OVERALL condition of my home is a sub standard disgrace. I feel UNSAFE and at risk.UPDATE - 04/11/2022I was forced to remove the names of the complaints handler and surveyor employed by L&Q, as L&Q who viewed my review complained to Trustpilot that it contained personal data of their employees. It is very apparent that L&Q are more concerned about protecting the reputation of themselves and their incompetent employees rather than fulfilling their role, responsibilities and obligations as a social landlord. They are able to respond to Truspilot regarding my unfavourable review within hours but routinely ignore me regarding the disgusting cesspit I am forced to reside in. Your priorities are duly checked and noted.
SIMONE · 5 November 2022 · LQ London
★★★★★ 5/5
TrustpilotVery helpful and professional
Very helpful and professional. Costume services special finance department and Gas services. S
SHPETIM · 3 November 2022 · LQ London
Agent replied · 23 August 2024
Hi Shpetim,Thank you so much for your 5-star review!Your feedback means so much to us and we're thrilled to hear we're delivering a helpful and professional service. It's makes us happy to know how much you appreciate the hard work we do too.Many thanks again for sharing this with us.Customer Service Team
★★★★★ 1/5
TrustpilotL&Q have treated me appallingly
L&Q have treated me appallingly. I have been a tenant for 28 years, in a property they have poorly maintained despite me being a vulnerable tenant, no rent arrears. I have only had one kitchen/bathroom upgrade in 28 years. I have mismatched counter worktops in kitchen, blown and crumbling plasterwork in bedroom, kitchen and landing, damp and mould. I have a 5 year old complaint, regarding these works which yas yet to be actioned despite my MP's intervention. I am routinely ignored by L&Q. A disgrace to Social housing.
SIMONE · 28 October 2022 · LQ London
Agent replied · 11 June 2024
Hi Simone,Thank you so much for your feedback and for bringing your worries to our attention.Repairs inside your home are important to us too, and we sincerely apologise if you feel we haven't provided you with the service and support you hope to receive from us. As you may already be aware, new kitchen and bathroom installs are carried out by our Planned Maintenance Team and programmes are decided on a yearly basis. We make the decisions following a stock condition survey previously carried out on your home, and we use the information from the survey to identify the homes that required component renewals. We would however expect existing kitchens and bathrooms to last approximately 25-30 years and, in some cases even longer depending on the results from the survey. Unfortunately Simone, our budgets are set annually therefore there's a restricted amount of component renewals we're able to fulfil during the year, however if your existing kitchen needs repairs, please report them to us and we'll be more than happy to help.We're also concerned you have problems with blown plaster and mould and damp issues. If you haven't already reported this to us, we kindly request you email the details to us so we can further investigate the cause and rectify the issues. Please address your email to lqdirect@lqgroup' and by ensuring 'Trustpilot' is used as your email subject too.Once we have all the information, it’ll be our pleasure to further investigate the issues raised and to work with you to raise any necessary repairs in your home.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotI cannot thank Alanis enough
I cannot thank Alanis enough, me and my boyfriend are first time buyers and have been learning as we go, I have bombarded Alanis with emails with my constant nervs and questions around the whole process and she has been so helpful, calmed any nervs/ anxieties and stresses and made the whole process and lot smoother it was great knowing I had someone to go to for help or reassurance. We have now exchanged and due to move next week!
Melissa · 20 October 2022 · LQ London
Agent replied · 11 June 2024
Hi Melissa,Thank you so much for your amazing review!We've absolutely enjoyed reading your journey with us and we're thrilled to hear of your praises for Alanis. It's great to know Alanis supported you throughout the buying process, this is exactly what we like to hear, and we'll certainly pass on your thanks to Alanis too.Congratulations on becoming a homeowner too! Buying a home is a massive achievement and we can imagine the excitement you're going through right now. We hope you settle in well and we wish you both happiness in your new home together.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotI asked for a repair that had been…
I asked for a repair that had been caused by another repair to be rectified. The original repair was months ago. The operator (all via email) told me she could find no record of my original repair. She made me feel that I was some kind of liar! I have made several official complaints against L&Q. Might be making another.
Carol · 14 October 2022 · LQ London
Agent replied · 11 June 2024
Hi Carol,We're sorry to hear you've had some difficulties with an outstanding repair, but we thank you for bringing this to our attention.We understand and feel the disappointment this is causing and we're sure it wasn't the operator's intentions to make you feel this way, but we offer our sincerest apology for any upset caused at the time.We would certainly love to have the opportunity to further assist you, and if you're not already in touch with us and still need our help, please do let us know by emailing our dedicated team at lqdirect@lqgroup.org.uk and by ensuring 'Trustpilot' is used as your email subject.As soon as we have your details Carol it’ll be our pleasure to work with you to find a resolution.Many ThanksCustomer Service Team
★★★★★ 5/5
GoogleRating only, no written review.
Arun · 11 October 2022 · LQ Sidcup
★★★★★ 1/5
GoogleMy disabled mother has been left with uneven flooring in her kitchen and no dishwasher after a pipe to her dishwasher, which LnQ supplied and fitted broke. She has been told its her problem, disgraceful man called Gary at Sidcup branch wouldn't even return her call after confirming he would
Toby · 11 October 2022 · LQ Sidcup
★★★★★ 4/5
GoogleRating only, no written review.
Kevin · 11 October 2022 · LQ Sidcup
★★★★★ 1/5
GoogleRating only, no written review.
Rob · 11 October 2022 · LQ Sidcup
★★★★★ 5/5
GoogleRating only, no written review.
Clive · 11 October 2022 · LQ Sidcup
★★★★★ 5/5
GoogleRating only, no written review.
Paula · 11 October 2022 · LQ Sidcup
★★★★★ 5/5
GoogleToby and the team were understanding and helpful with my move
James · 11 October 2022 · LQ Sidcup
★★★★★ 3/5
GoogleDue to Covid I couldn't conduct my business with them the way I wanted to .
Having to drop off in a post box outside the building.
Ben · 11 October 2022 · LQ Sidcup
★★★★★ 3/5
Google, as a vulnerable tenants I had a emergency situation which I am still waiting for them to fix it have been 6 weeks without a shower I don't have a bath it's my only means of keeping clean
Daisy · 11 October 2022 · LQ Sidcup
★★★★★ 1/5
GoogleL&Q Are diabolical with their treatment of disabled tenants. I have seen 1st hand how my partner has struggled to get bit done when property was soposed to be prepared for his needs.
Natasha · 11 October 2022 · LQ Sidcup
★★★★★ 1/5
Google21 years I have been a tenant , I have really looked after the property, it is a shame L& Q have not !!!!! to get any repair done is a battle , jobs booked but your lucky if they turn up and when they do the jobs are sub standard , the odd one has been ok , I dread having to deal with them . I would advise to get everything in writing from them and keep a file, always keep photographic evidence of everything , before and after photos , every telephone conversation tape and back up in writing to them via email . Good Luck you are going to need it
Yvette · 11 October 2022 · LQ Sidcup
★★★★★ 1/5
GoogleThis is day 3 I have been trying to contact L&Q. Day 1: nearly 3 hrs waiting to get through then office closed. Day 2 I visited the office and was promised a call at 1pm. Call never came!! Day 3 First try got disconnected after holding for 34 minutes. Now trying again. L&Q don't care about tenants always felt like 2nd class.
Karen · 11 October 2022 · LQ Sidcup
★★★★★ 1/5
GoogleIf only there were an option for zero stars, worst housing association I've ever experienced! Disgusting customer service and the most useless housing managers EVER! I'd NEVER buy/rent with L&Q ever again.
S · 11 October 2022 · LQ Sidcup
★★★★★ 1/5
TrustpilotNo heating or hot water since May 2022
I rent a flat in an old Victorian house from L&Q. I have had no heating or hot water since may 2022. I suffer with ostheoartritys, ostheophitis and fybromyalgya. This means not having heating and or hot water has beed an unacceptable ordeal to deal with. I lodged a formal complaint with them but that complaint has been passed to a second person without escalating it to a level 2 complaint. I was then told if I escalated it to level 2 my complaint would be sitting in someones desk for another 6 months and no repairs would be done.
Elizabeth · 8 October 2022 · LQ London
Agent replied · 22 November 2024
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
★★★★★ 5/5
TrustpilotSent an email about my windows
Sent an email about my windows, was phoned by a lady who was very helpful and is arranging for someone to come and look at then.
Janis · 6 October 2022 · LQ London
Agent replied · 11 June 2024
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
★★★★★ 4/5
TrustpilotL&Q is a good service provider
The customer service team is very friendly, passionate and experienced in dealing with customers.
Mohammed · 23 September 2022 · LQ Sidcup
Agent replied · 23 October 2024
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
★★★★★ 1/5
TrustpilotWork still not done
Rating only, no written review.
Maurice · 22 September 2022 · LQ Sidcup
Agent replied · 11 June 2024
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
★★★★★ 5/5
TrustpilotBrilliant
The customer service advisor was brilliant sorted me out in no time at all.
Sheila · 21 September 2022 · LQ Sidcup
Agent replied · 23 October 2024
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
★★★★★ 2/5
TrustpilotSlow as usual
Asked a simple question 7 days ago, still waiting for the answer "within a few days"
Malcolm · 20 September 2022 · LQ London
Agent replied · 11 June 2024
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
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