Trusted Agent profile
★★★★★
2,846 reviews across 3 offices and 3 platforms
LQ has three offices, in London, Sidcup and Warwick. Together they have 2,846 reviews on three platforms, rated 3.1 out of 5 overall.
524
Reviews on Google
All 3 offices
2
Reviews on Yell
All 3 offices
2,320
Reviews on Trustpilot
Business-wide
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LQ's three offices, most reviewed first. Each has its own page.
Newest first, from every platform, with the office each review is about. First names only.
1/5
GoogleLate repairs. Long waiting times on the phone to speak to anyone. They do half a job here half a job there instead of doing each job properly once. They waste people's times. When you complain they don't like and accuse you of being antisocial.
1/5
GoogleSTAY AWAY!!! I tried letting an apartment with some friends, as soon as we paid the holding deposit it all went down hill. We clearly should of passed referencing as our income is a lot more then what is usually asked for. However we were disapproved and kept the deposit. The customer service was awful, they prolonged everything they could and starting to ask for very unusual documentation. What's worse is they never gave any specifics why we were disapproved at all! I feel like it was a total scam!!!!! PLEASE STAY AWAY! THEY ARE AWFUL! It was my fault I didn't look at the awful reviews before going ahead.
1/5
Googleby far the worst, ignores your house repairs, ignores your calls, puts you on hold for almost 2 hours then hangs up on you when its your turn which leaves u having to call all over again to report a problem, never rent a place from them all their houses are fast built and full of issues and very cheap material, ongoing leaks which they are not fixing which is causing loads of damps and mould in the apartment, flats are new and there is mice crawling underneath the carpets. They take your rent money but yet they hardly or refuse to fix issues in your house, do not ever go with them L&Q are the worst. The worst customer service too.
1/5
GoogleRUN AWAY FROM THEM. I am giving one star as it's not possible to give zero. Worse experience ever trying to rent a flat in Ensign Court. From even booking the appointment, to putting an offer, getting replies, transparency about the process, all AWFUL. They don't answer, don't pick up the phone, only reply to emails when in their interest, change the renting process at their convenience, don't explain requirements, give you 3 hours to pay the deposit but take days to even submit you for references and their attitude is super disrespectful and their processes against the law. When I told them I'd submit a complaint to the Ombudsman because they were not following the law, they gave me the money of the deposit back. The flats are extremely nice but not worth to deal with them. Avoid them at all costs. Most unprofessional agency I've ever seen.
3/5
GoogleIt’s alright. I rented a studio through them and it was all good when it came to repairs and such. But when I needed to contact the property management for references, or to get my deposit back it’s been a nightmare. I still haven’t got the deposit back after two months. Whenever I call their number, and ask for a specific person, they either don’t recognize such person, or that person is unavailable, or they send me to a general query assistant that will hung up on me ! As for emails, they will take a thousand years to reply, if they even bother doing it. Edit : after a couple months of trying to get hold of the right person, I did get my deposit back. It seems - from what I was told - that my propriety manager had moved in another department (or just left) and it was a difficult transition. I initially put one star, but I changed to three because after all, I had a good studio at an amazing price.
5/5
GoogleRating only, no written review.
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
5/5
TrustpilotFly Tipping reported by e-mail
Fly Tipping reported by e-mail. Sorted,Tel. chat with Mr. Taiwo - satisfactory.
Hi Ronald,Thank you very much for your feedback and for rating us with 5-stars.We always strive to offer the best service for our residents so we're delighted to hear your enquiry with fly tipping was sorted for you. It's not nice seeing things like this happen but we appreciate you reporting it to us as well.Should you need us for anything else Ronald, feel free to reach out to us at anytime and it'll be our pleasure to help.Many ThanksCustomer Service Team
1/5
TrustpilotIf i could give no stars I would
If i could give no stars I would. I have had to have an emergency plumber out twice in the last few weeks. I had a leaking pipe in the kitchen. The plumber turned the water off and told me he would mark a repair as urgent. L&Q failed to do the repair telling me that I could leave the water off and manage on bottled water. The water main is shared so the water had to be switched back on. Again major leaking and second plumber told me I have not just one leaking pipe but two. He again switched water off. I am still waiting for the repairs to be done and have also made a formal complaint. I am being told that the repair will be done in June (approx 7/8 weeks after my first complaint!) Meanwhile I have water gushing behind a work unit and seeping through onto the kitchen floor. Being made to feel that having no water or a major leak is not important is wearing me down (am now suffering from stress) This is not the first time that I have had issues with plumbing. I have had several major leaks - the worst actually caused the electricity to blow. I have major damage to walls in my bathroom because of leaks. I also have mould. As landlords L&Q are poor.So have had a reply from L&Q about my Trustpilot review. I can contact them. Having already spent endless hours just trying to to get someone to answer my calls, and do something, what is the point?What do they think will change? All I want is the repair done as the leak is now worse. L&Q are a joke and not one that makes me laugh!
Hi Carol,We're so grateful you've taken the time to leave us a review and for bringing your concerns to our attention.We can imagine the leak inside your home is upsetting for you and we appreciate why this stressful for you too. It certainly isn't our intentions to make you feel this way and we sincerely apologise if you feel the service you've received from us has failed to meet your expectations.If the leak is uncontainable, please contact us immediately so we can discuss this in more detail with you. For any leaks that are seen to be containable, we would expect our residents to maintain the leak as best as they can until a plumber can visit.Unfortunately, as we're unable to discuss personal details through this channel, we urge you to email us and by ensuring 'Trustpilot' is mentioned in the subject line of your email too. Please address your email to lqdirect@lqgroup.org.uk and we'll be more than happy to further investigate this matter for you.Many ThanksCustomer Service Team
1/5
TrustpilotThis must be the worst council ever you…
This must be the worst council ever you seat hear waiting for a repair to take place to find out he only came to look at it what a waste of time they knew what they had to do i still have water coming through the plaster board they put up its the cheap n easy way to solve the problem well it has not solve no problem they think we do not know no different the guy came out he was shock of the level of work was done he said its the chimney straight away he even said the damp will come through the plater board all now i not even hear from you guys why should i keep on message you lot now the hatch loft has mould on it
Hi Paulette,We welcome your review and we thank you for bringing your concerns to our attention.Firstly, we would like to take this opportunity to apologise for the problems inside your home, we appreciate this is a concern for you and we're sorry if we haven't quite fulfilled your expectations when handling your repair.We hear your disappointment when waiting for a repair to be done, to find our our contractor or operatives arrive and carries out an assessment instead. This is standard practice for us, and this time is used to assess the nature of the repair, take note of what materials are needed and the length of time required to complete the repairs. Having said this, if time permits and our operatives have all the materials needed at the time, it’s likely the repair would be completed at the same time. Our understanding from reading your review a recent assessment was carried out on your home to assess the cause of mould and/or damp. With situations like this, it’s important a specialist survey is carried out so the contractor can report back to us their findings, and recommend works to be done to eliminate the problems you’re unfortunately experiencing inside your home. We understand this may seem like a lengthy process but it's important we follow our procedures to ensure the recommend repairs as per the survey are carried out to their full potential.We hope this gives you more of an insight into how we handle more complex repairs and it certainly wasn’t our intentions to cause you any upset.If, however you would like to discuss your review in more detail with us, we'll be more than willing to help and answer any questions you may have with any ongoing issues. Feel free to reach out to us by email at lqdirect@lqgroup.org.uk and it'll be a pleasure to help. When emailing us, we recommend 'Trustpilot' is the main subject on your email too.Many ThanksCustomer Service Team
1/5
TrustpilotWould give no stars if I could
Would give no stars if I could. Lost a day's wages .Repair booked for today phoned for a ETA to be told it's now booked for July. Not informed about this what do ever. This company are a joke
Hi Mr Tomlin,Thank you for your feedback, we really appreciate you taking the time to share your recent experience with us and for bringing this matter to our attention.We most certainly hear your disappointment and we're saddened to learn your appointment was changed to later date. Although we try our best to avoid moving appointments, sometimes it's inevitable and usually due to circumstances beyond our control, however we would at least expect contact to be made with you to let you know. We’re deeply sorry if we failed to follow the above process and we sincerely apologise for any inconvenience this caused you too, but if you wish to speak to us in more detail about this matter, we’ll be more than happy to do so.Please let us know by emailing us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as the subject) and we'll be more than willing to arrange for an advisor to contact you.Many ThanksCustomer Service Team
5/5
GoogleRating only, no written review.
1/5
TrustpilotOne of L&Qs subcontractors
One of L&Qs subcontractors, millenium scaffolding, turned up to erect scaffolding on my balcony. Told, not asked my son that they couldn't be bothered to put scaffolding up, and use a ladder instead. The plumbers bodged the job because they never had a stable platform to work from. Millennium scaffolding were in attendance at my flat for not more than 30 minutes. They asked my son to lie for them, and say that they had erected scaffolding, which I can assure you that they didn't. Its IMPOSSIBLE to Erect a very large scaffolding platform, like they had to do before, complete the job then disassemble the entire thing, pack it away. All in half an hour. Thankfully my son is unlike those fraudsters, and is a very honest person. He told me immediately. I asked him to carry out a few covert tasks. Millennium scaffolding invoiced L&Q for erected scaffolding, which never was. Then claimed in a recorded call, that they never even done a job on said day, at my flat. 8/03/23. There is amazingly NO REPORT for this fictional job, says one manager. Then another manager says there is a report, but I'm not allowed to see it. What a crock of 💩. This slum housing association has absolutely no scruples. They employ pathological liars, and fraudsters acting as employees. Its one Lie after another. Avoidance of accountability, at any cost. And the job looks like it was done by an amateur. Customer services will then come on here, apologising, and claiming that its being investigated. When in reality, L&Q have told me that they will deal with it 'INTERNALLY'. Which means in English, a cover up. I've had different conflicting stories from L&Q, about the same incident. Lie after lie after lie. Then tell me that they are trying to put things right. Lol. Customer services are the yes men and women, who blindly follow L&Qs orders, without question. L&Q sl@ves.
Hi Wilson,We welcome your review and we appreciate you taking time to also share your concerns with us through this channel.Although we've haven't provided you with the service you hoped to receive from us, we want you to know we value your feedback and we apologise profusely if you feel our contractor failed to meet your expectations.Having investigated this further, we understand you've already raised your concerns with us and your complaint is currently under investigation. Whilst we appreciate it's taking some time to conclude this for you, we endeavour to keep you updated with the progress.In the meantime, if there's anything further we can do for you, please feel free to email us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as the subject) and it'll be an absolute pleasure to help you.Many ThanksCustomer Service Team
5/5
Trustpilotcall back from L&Q was quick
call back from L&Q was quick, housing Officer was informative and helpful
Hi Jacky,Thank you so much for your 5-star review!We're so pleased you had a fantastic experience with us, and you found our Housing Officer informative and helpful too. This is fantastic to hear and we're so grateful to you too for taking the time to share this with us.We'll certainly share your appreciation, so thank you once again Jacky.It's always a pleasure to help and if you need us for anything, feel free to reach out to us at any time.Many ThanksCustomer Service Team
4/5
TrustpilotGood apartment. More communications are appreciated.
I have just moved-in to a rental property. The flat is very clean and well maintained, even tho the communal corridor is smelly all the time... I had a good experience with the negotiator, she was very responsive, and helped me in finding a flat that I want very quickly. However, my experience with the tenancy progression team was the opposite. I have sent through all the documents 5 weeks before my move-in date after I've been asked to, then there were no responses/feedbacks or not even a confirmation from the tenancy progression team. They don't reply much to emails and phones until 1-week before my move-in date. I received my contract 2 days before the move-in. I was quite worry before that, especially after reading some reviews here about application being rejected last minute. I would appreciate to have some more updates throughout the whole application process. Other than that, everything is fine. Everyone that I've spoken to in L&Q are polite and nice.
Hi A.W,Thank you so much for your review and for rating us with 4-stars.Your review is important to us and we appreciate you taking time out to share your feelings with us too.We're so happy you had a good experience with our negotiator, we hope the move went well too and you've started to settle into your new home.We hear your disappointment with the tenancy progression team, and we apologise profusely if the service you received failed to meet your expectations. This is concerning for us too and we'll certainly share the points raised with the team and hopefully changes can be implemented to improve this service in the future.In the meantime, if there's anything else you may need help with, please feel free to reach out to us through any channel of your choice or by email at lqdirect@lqgroup.org.uk and it'll be our pleasure to offer you further assistance.Many ThanksCustomer Service Team
5/5
Trustpilotspeaking with Fei…
I had the pleasure of speaking with Fei today I had a few repairs to sort out… She was friendly very informative and sorted out my repairs appointments she is a lovely young lady please give her a big pat on the back….
Hi Jozie,Thank you so much for the 5 star review. I will make sure to send over your compliments to Fei's Manager so she can get a virtual pat on the back. Your reviews are really important to us and we're pleased you've received such excellent service from our team. If you're in need of any other assistance please get in touch and our team will be on hand to help. Many Thanks Customer Service
3/5
TrustpilotWell customer service are on point…
Well customer service are on point through messenger on Facebook trying calling them you wait 1 hour on the phne all i can say thank you jess for your help and support I appreciate you even the call all i have to do is wait on repairs to take place lets see how long for repairs if it was not for jess i would not of got this far with the repairs fingers cross repairs should be soon hopefully
Hi Paulette,Thank you for your review. I'm happy to hear you're pleased with our great Customer Service Team and I'll pass on your kind comments to Jess. Sorry for any extended wait times you've experienced whilst trying to contact us. We've been receiving a really high volume of contact and we're working really hard to decrease our Customers wait times.Please feel free to contact us if you need any other information by emailing lqdirect@lqgroup.org.uk and we'll be more than happy to help. We recommend when sending your email 'Trustpilot' is mentioned in the subject line of your email too.Many ThanksCustomer Service
5/5
TrustpilotI will have been a L&Q tenant for 50…
I will have been a L&Q tenant for 50 years at the end of May and can honestly say I've never ever had any issue with L&Q. Issues always sorted, staff have always been professional and friendly.
Hi Marietta,Thank you so much for the 5 star review. Wow 50 years with us. We always strive to give the best service so we're really happy to hear we've consistently achieved this for you. If there's anything else we can do just reach out. Many Thanks Customer Service Team
3/5
TrustpilotJust left a message.
Rating only, no written review.
Hi Lyn,Thank you for your review. If you've already contacted us we will be back in contact with you directly. If there's anything else we can help you with please reach out to us via lqdirect@lqgroup.org.uk with 'Trustpilot' as the subject and one of the Team will assist you. Many ThanksCustomer Service Team
1/5
TrustpilotOnce again I am forced to expose these…
Once again I am forced to expose these slum landlords. I have been dealing with raw sewage in my home, from other flats, for 9+ years now. Due to London and quadrant incompetence, and the fact they use substandard subcontractors to bodge all their work. After many years of having raw sewage on my balcony. L&Q had the sewage pipe replaced. Couple of weeks ago, that newly fitted pipe collapsed onto my balcony, decapitated my 15 + years old yucca plant, and spread sewage across my balcony. Soon later, after warnings about the open sewer above my balcony, the resident flushed the toilet, as they were not made aware that their sewage system was completely unconnected to the underground system. The entire contents of her toilet came directly onto my balcony, along with what was already in the pipe. To say it was disgusting, is an understatement. L&Q sent an extreme cleaning service out, without any protective clothing. They cleaned the balcony and left. Then a plumbing company was sent out to scaffold the balcony, and fit the entire top section of the sewage pipe. My son was there to let them in. They proceed to tell my son that they couldn't be bothered to put the scaffolding up, and instead opted to use only a ladder. The result was, without a stable platform to work off. The pipe is now extremely crooked, and looks unsafe. If it fell on someone, it could kill you. My balcony has been again covered in raw sewage. The workmen then asked my son to lie, and tell L&Q that they had erected the scaffolding. Basically asking my son, a stranger to them, to commit fraud, regarding a job that they hadn't been done for his dad. I kid you not. Now 'apparently' there is no job report, and the plumbers have invoiced L&Q for the scaffolding 🤣. I know this because I have a job order, and customer services relayed the information to me, on a recorded call. I know I'm not alone in this housing abuse, and that others are badly affected. L&Q will come on here, and pretend to care, which is complete nonsense. I urge you to contact a solicitor, and fight for your rights against these slum landlords. 1000s of people are currently going through similar experiences. A class action lawsuit would wake them up. This is way beyond negligence. 9+ years of raw sewage is an absolute assault on my health and safety. I've already been ill multiple times because of these incompetent, unprofessionals. I've developed phobias, stress, anxiety, depression. A very serious mistrust of anything L&Q. It's very wrong.
Hi Wilson,I'm sorry to hear you've had ongoing maintenance issues in your home and the affect this is having on your health. We take these reports very seriously. This is not the type of service we would expect from our subcontractors. I can see this is currently being investigated by our Complaints Team and we are liaising with you directly. We will continue to be in contact so we can get these issues resolved as soon as possible. If you have any other information that you can provide please can you email your details to us at lqdirect@lqgroup.org.uk so we can add this to any ongoing complaint. We recommend 'Trustpilot' is in the subject line on your email too as this would really help. Many ThanksCustomer Service Team
1/5
TrustpilotJust got a email back from L&Q regards…
Just got a email back from L&Q regards my back fences panels which I paid for I cannot put them up because I am wheelchair bound I ask L&Q if they can put them up for me but the answer was NO this makes there claims on there website " that we are committed to our disabled tenants " why a load of old bull they told me to get onto Age UK and ask them to put it up ,now my back garden is now open to all and me at risk I think the word discriminating against disabled tenants comes to mind ,shame on you L&Q.
Hi Mick,Thank you for your review.We appreciate you sharing your concerns with us and we're sorry to hear you're unhappy with our decision not to install the new fence panels you've recently purchased.We hear your disappointment and we would like to make you aware that we can still carry our fencing repairs for you. This is providing the fence in question borders a communal garden where more than one resident has access to the same garden. We'll also repair boundary fences on individual gardens and by this we mean fencing and gates which separate the garden from a public area. Unfortunately diving fences which separates your own garden from your neighbours garden would be the responsibility of our residents to repair or replace as needed.If your fence is a boundary fence and not deemed as a dividing fence, please let us know and we'll look into this further for you. Unfortunately we do not offer a handy person service to install fence panels purchased by our residents, but we appreciate the difficulties you could encounter trying to do this yourself,. However, we can help by providing some suggestions of other organisations who can provide a handyperson service to do this for you.This is by no means meant to make you feel as though we're discriminating our residents, we're just working inline with our repairs policy and the terms and conditions as set out in your tenancy agreement.We're here to help you and if you have any further questions, please contact us and it'll be our pleasure to do so.Many ThanksCustomer Service Team
1/5
TrustpilotFence damaged by storm Eunice
Our fence was blown down and damaged during storm Eunice, unable to get a reply by emailing L & Q on Friday 18/02/2022. Spoke to tenant next door and she was told L & Q will not repair it, how can we repair it, we are 69 and 74 years old both have health problems,and live on our pensions, the lady next door is a single mum with two children, the fence that is still standing has poles trying to keep it up. This is unacceptable to be told we cannot help you even if the properties are L & Q and are both social housing properties. I The storm in our area reached 90miles an hour, as we are by the coast, and 10mins from the beach.If the fence falls on someone you will have questions to answer, I believe this fence could be a danger to life.
Hi Mr Froome,Your review is important to us and we appreciate you taking the time to bring your concerns to our attention.We’re extremely sorry to hear we’ve failed to meet your expectations and we sincerely apologise for any disappointment this has caused.We understand your email has since been responded to but we would also like to offer our apology for our delayed response to you too. Unfortunately following the recent storms, this caused contact into us at much higher levels than usual but rest assured we worked hard to get in touch with everyone as quickly as we possibly could.Further to you concerns with your fence, we're so sorry to hear this was damaged during the storm and we appreciate why this is concerning for you and your neighbour. We can confirm the organisation will carry out repairs to fences that border communal gardens where more than one resident has access to the same garden. We'll also repair boundary fences and gates on individual gardens and by this we mean fencing and gates which separate the garden from a public area. Any damages to fencing that is deemed as a 'dividing fence' between neighbouring gardens will fall under resident's responsibility to repair or replace as and when needed.We fully understand this may become a disappointment to you and it certainly isn't our intentions to cause any upset, but it's important we follow our procedures and inline of the conditions set within your tenancy agreement with us.You may also find this link useful as it'll direct you to our repairs booklet which'll give details of repairs our residents should expect from us as well.https://help.lqgroup.org.uk/help/tenant/repair/tenants_repairsWe hope you find this helpful but if you do have any further questions, feel free to contact us through any channel of your choice and we'll be more than happy to assist you. Alternatively, we can be contacted by email at lqdirect@lqgroup.org.uk and we kindly request 'Trustpilot' is mentioned into the subject line of your email.Many ThanksCustomer Service Team
3/5
TrustpilotI thought emailing would be easier and…
I thought emailing would be easier and quicker than the telephone but it is just as bad. Still have to wait a long time for email response.
Hi Angela,Thank you very much for your review and for bringing your concerns to our attention.We appreciate there's currently a delay with some email responses and we sincerely apologise for any inconvenience or disappointment this may be causing you. We're all working extremely hard to bring the waiting time down so hopefully you should see some improvement to this service in the coming future. Ideally we anticipate to respond to emails within 5 working days but during busier periods this may take slightly longer.If there's anything urgent than needs attention we strongly recommend you contact us 0300 456 9996 so we can look into this straight away for you. Alternatively, and if you haven't received a response to your enquiry, feel free to email the details to us at lqdirect@lqgroup.org.uk and an advisor will be more than happy to follow this up for you. When emailing us, we recommend your email subject contains 'Trustpilot' as this would be a great help to us too.Many ThanksCustomer Service Team
1/5
TrustpilotIm now fed up this is getting from bad…
Im now fed up this is getting from bad to worse regarding repairs i message them called them cannot get through on the phone they need to send out an inspection but all they say send out pictures its not our job to keep sending out pictures so when they do come out to do the job they say we come to look at the job you spent the whole morning waiting for what also they put plaster board over a damp wall saying it will solve it hello clearly it has not solved it water is still coming through its all cheap way of doing things they send some one out to do works surface the whole thing is damaged this has been going in for 9 months now when we had inspection it was much better im just had enough of the repairs if i could give them 0 They want to put white double cupboard's with a black work surface the other cupboards n work surface will be completely different its by the sink do it would be just one double its not my fault you get cow boys to do the work
Hi Paulette,Thank you for taking the time to share your experience with us and we’re sorry to hear we haven’t quite met your expectations.Your review means a lot to us as we’re always looking at ways to improve our service and the comments made within your review will certainly help us along the way. If you're not already in touch with us, we would love to speak with you regarding the repairs needed in your home and to work with you to come to a resolution. Please feel free to contact us by email at lqdirect@lqgroup.org.uk with 'Trustpilot as your subject and we'll be more than happy to arrange for contact to be made with you.In the first instance we will arrange for the correct trade to come and have a look at the repairs needed inside your home and if they feel a supervisors inspection is needed they'll most certainly report this back to us. Unfortunately we're unable to arrange an inspection on request but we'll do everything we can to resolve any outstanding issues within the shortest time frame possible.Many ThanksCustomer Service Team
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
London has the most, with 2,506 reviews rated 3.1 out of 5, followed by Sidcup with 1,704.
