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.
5/5
TrustpilotThank you well done
Rating only, no written review.
Hi Missngozioonugha, It's always a pleasure to hear 5 star praise! We're glad to know that you're satisfied with our services. Your kind words have made our day. Thanks for your support! Many Thanks Customer Service Team
5/5
TrustpilotMy property really needed windows…
My property really needed windows replaced and now the rear windows have been replaced I’m so very pleased and the fitter Mark was absolutely amazing professionally installed my windows , and Callum also both were great and very polite. A very happy tenant thank you L&Q
Hi Priscilla, That's fantastic news to hear! Your satisfaction means so much to us and we're happy to receive a 5 star review. 😊It's great to know that Mark and Callum have done an excellent job with your windows. We hope your enjoying your new windows and feel free to contact us should you need any more assistance, we're always here and happy to help. Many Thanks Customer Service Team
4/5
TrustpilotOn this occasion the repair was…
On this occasion the repair was considered urgent. The operative who attended was very professional in his conduct. He identified the problem quickly and obtained the resources that he needed to complete the repair promptly.
Hi Nranda, Thanks for taking the time to provide feedback and a 4 star review. We are glad to hear that your urgent repair was managed quickly. Your comments regarding the professionalism and efficiency of our operative are greatly appreciated. We're proud of our team members who are dedicated to providing excellent service, and your positive praise validates their hard work. We'll make sure to pass this along, as we know they'll be delighted to hear your feedback. Many Thanks Customer Service Team
4/5
TrustpilotThe plumber went out his way to make…
The plumber went out his way to make sure i had a functioning toilet although the organisation didnt thing that .. they wanted to book the appointment for next year January .. i have a old high level toilet which i had to fill up with water by buckets and explained if i slipped when doing it who would be liable then everything changed reason why the plumber attended on an emergency visit
Hi Richard, Thanks so much for your 4 star review. We're so pleased to hear that our plumber was able to provide you with the high quality service we strive to maintain. Your satisfaction is our priority, hence we're thrilled that we were able to provide a emergency plumbing service for you. It's great that our plumber went above and beyond to resolve this issue for you promptly and once again, thank you for leaving feedback for us. Many Thanks Customer Service Team
1/5
TrustpilotI'm not happy that the mirror was not…
I'm not happy that the mirror was not put back on the bathroom wall correctly and it fell down causing great destruction.
Hi Barbara, Thank you for bringing this to our attention and leaving a review. We apologise for the inconvenience and any damage caused by the installation of your bathroom mirror. To assit you further, please contact our team at contact@lqgroup.org.uk with 'Trustpilot' in the subject line and be sure to attach photos of any damage.We'll ensure to address your concern as quickly as possible. Many Thanks Customer Service Team
2/5
TrustpilotSafety hazard not taken seriously
Sent the wrong person out to do a repair even though was told the correct information. Customer service did not listen to what I said Causing the wrong service repair team to come out. I am waiting for a repair team to be sent out even after calling several times to complain that it is a safety hazard.
Hi Sherika, We're truly sorry to hear about the situation you've experienced and appreciate you bringing this to our attention. It certainly sounds like there has been a misunderstanding somewhere along the line and for that, we apologise. Your health and safety are paramount to us and we take any potential safety hazards very seriously. We'd like to rectify this situation as promptly as possible. Could you please email us at contact@lqgroup.org.uk with your address and further details about the repair? If you could please make sure to use 'Trustpilot' as your subject line, this would be really helpful. Once again, we apologise for any inconvenience and look forward to resolving your issue.Many Thanks Customer Service Team
2/5
TrustpilotTook about a year from when I reported…
Took about a year from when I reported my windows needed seeing to, repairs. They said reasons were waiting for parts. It's standard UPVC double glazing. By the time they got around to doing the repair, other windows were blown, but was told they won't be replaced.
Hi Margaret, Thank you for your patience and for taking the time to bring this matter to our attention, Work of this nature often requires the expertise of specialist external contractors. This can sometimes result in extended waiting times, and we understand the inconvenience this can cause. The Contractors will usually report back if they believe the windows are beyond repair. We're sorry for any inconvenience and frustration this situation has caused. We would appreciate the opportunity to discuss this further. Please email us directly at contact@lqgroup.org.uk with your name and address details, and reference 'Trustpilot' in your subject header. Our dedicated team will be ready to assist you. Many Thanks Customer Service Team
5/5
TrustpilotVery good
Overall, good work. Very pleased 👍🏽:)
Hi Cece, Your 5 star review and comments mean a lot to us! 😊We're absolutely thrilled to hear you are pleased with our work. We strive to provide the best service and your feedback validates our efforts. We look forward to helping you again soon. Many Thanks Customer Service Team
1/5
TrustpilotTerrible service from L&Qs contractors!
Terrible service from L&Qs heating contractors! Instead of replacing a 16-year-old boiler, they wasted time and money on endless repairs, 4 visits, 5 appointments (including a cancellation), and over 2 weeks without heating. I had to take 2 days off work, only to endure cold weather with inadequate temporary heating. Absolutely disgraceful!
Hi Long Tenant, Thank you for taking the time to leave a review and bringing this to our attention. We deeply regret to hear about the issues you've been experiencing with your heating system. Please know that we take your concerns seriously and we would like to look into this matter more closely. To do this, we would require a few more of your details. Kindly reach out to us via email at contact@lqgroup.org.uk. It would be really helpful if you could use 'Trustpilot' as your subject header. Once again, We apologise for any inconveniences caused and we look forward to helping you. Many Thanks Customer Service Team
5/5
TrustpilotBrilliant!
Easy to use!
Hi Samantha,Thank you so much for leaving us a 5-star review!Your kind words about us and the positive relationship you also have with us truly means the world and we’re thrilled you find us very responsive and understanding.We understand that waiting for repairs can be frustrating, we feel the annoyance this may cause as well, but rest assured we strive to address all repairs at our earliest opportunity. In the meantime, we'll continue to work on improving our response times to ensure our residents experience a much more smooth and efficient service.It really is lovely to hear of your positivity, and we look forward to helping you again…. hopefully sometime soon 😊Many ThanksCustomer Service Team
1/5
TrustpilotExtremely Disappointed with L&Q Housing
Extremely Disappointed with L&Q HousingI am deeply frustrated and disappointed with the lack of response and action from L&Q Housing regarding my urgent request for a move on medical grounds. According to their own policies, I should only have waited 12 weeks, yet it has been 18 weeks with no progress. I have submitted all the required paperwork, including medical documents, proof of my illnesses, and ID, and I’ve had confirmation that everything has been received.My current 4-bedroom ground-floor garden property is far too big for my needs and entirely unsuitable for my declining health. I have been a tenant for 17 years and have endured countless issues that L&Q has failed to address, including:Numerous severe leaks and flooding that have caused significant damage to my home.Persistent mould and mildew, which has negatively impacted my family’s health.Infestations of mice and, more recently, a rat, despite attempts to resolve the issue.A lobby wall alarm, directly attached to our bedroom’s plasterboard wall, that sounds continuously for days, sometimes over a week, making it impossible to sleep or use the room.Despite countless emails, phone calls, and complaints to L&Q, I’ve been ignored at every turn. I have involved environmental health, a disrepair team, and even the council, yet nothing has changed.My health continues to deteriorate, I cannot walk unaided, and I urgently need to move to a smaller, disabled-adapted home or over-50s sheltered accommodation closer to my family. The neglect I have experienced is not only unacceptable but also a complete failure of L&Q’s duty of care to their tenants.As of today, I have still received no response from L&Q, despite my repeated efforts to reach them. Their inaction is shameful, and I sincerely hope this review will prompt them to take immediate action, not only for my sake but for all tenants suffering similar neglect.
Hi Syvie, Thank you for taking the time to leave us a review and share your concerns. We deeply regret to hear about the health issues you're facing and understand your concern about the unresolved housing matters. We want to reassure you that your situation has been noted and our team is currently looking into your case. We acknowledge that it has been a prolonged waiting period and sincerely apologise for any distress you may have experienced. We understand your frustration and want to assure you that we are not ignoring you, but actively working on resolving your issue. If you need us you can reach us directly via email at contact@lqgroup.org.uk, please use the word 'Trustpilot' as your subject header. This will help us to identify your case and address your needs as quickly as possible. Once again, we're truly sorry for the frustration and upset this has caused you. We value your patience as we work through this process.Many Thanks Customer Service Team
1/5
TrustpilotL&Q have failed me again!
I've had an incredibly stressful and disappointing experience with London and Quadrant (L&Q). For over a year, closer to eighteen months, I've been trying to resolve an issue with a constant leak in my property. It’s been confirmed that the pipe causing the leak was improperly installed when the property was built, yet L&Q has done nothing to address it.My complaint has been passed around endlessly with no resolution. I’m constantly left waiting for appointments where no one turns up, and there’s no communication to explain why. I’ve even had to rely on others to email them on my behalf, but still no action has been taken.This whole situation has caused me so much unnecessary stress. At this point, I believe the only way forward is to escalate my case to the Housing Ombudsman. L&Q has completely failed me, and I wouldn't recommend them
Hi H, Thank you for taking the time to leave a review and share your thoughts and feelings. We deeply apologise for any issues you have encountered, knowing that our aim is not to cause you any stress. We understand your frustration and recognise the inconveniences you've been through. We kindly invite you to email us directly at contact@lqgroup.org.uk, using 'Trustpilot' as the subject header. We need your full name and address to look into this matter in more detail and offer our assistance.We assure you we are keen to resolve any issues you may have an greatly appreciate your patience during this time. Many Thanks Customer Service Team
5/5
TrustpilotExcellent staff and smooth process
Everything went so smoothly and much quicker than I excepted when purchasing my property through shared ownership. Fantastic communication and every staffmember on the team was friendly and kind. What I thought was going to be a stressful process was a complete breeze thanks to the excellent people that work there.
Hi Adam, Your lovely comments and 5 star review truly made our day. Thank you so much!We're absolutely thrilled to read your review. We're delighted our team could provide fantastic communication and a friendly, kind service. It's great to know that what you thought might be a stressful process turned into a complete breeze. Our team will be so pleased to hear your kind words. Once again, thanks for taking the time to leave us such wonderful feedback. Many Thanks Customer Service Team
1/5
TrustpilotI’m in Sketch Apartments.
I’m in Sketch Apartments.Awful customer service and billing. Been unable to set up an online account because I am only renting and it is only available to residents. I have gone back and forth between different people in customer service, some say it should be possible to have an online account, some say it is impossible. I have gone back and forth between them like this multiple times.Eventually I gave up trying to get an online account and figured I would just get letters. I didn’t receive anything for a while but I didn’t notice because I have been distracted by a family emergency. Now out of the blue they have rung me up to say I need to pay my bill of hundreds of pounds for the months in which they haven’t sent a single bill. They won’t send letters if someone has an online account but they won’t let me access my online account because I am not a resident. It’s so dumb!!Non-existent cleaning of public spaces.The building stinks and they haven’t cleaned up the smell in months - I think someone urinated in a stairwell and they have left it like that.This is to say nothing of the fact the front door was broken for weeks without being fixed so anyone could come in.Avoid, avoid, avoid!Update (1 month later): It still stinks!An L and Q representative called me to tell me that the smell is caused by a problem with the plumbing rather than the cleaning. That’s good to know (I guess?) but I’m still shocked that it hasn’t been fixed after over 2 months.
Hi Benjamin,Thank you for your feedback and for sharing your concerns with us.We're saddened to learn of your experiences and we understand your frustration with the issues you've encountered too. It's clear that you've had difficulties with both the customer service and the general upkeep of the building, and we sincerely apologise for the inconvenience and frustration this has caused you.We'd like to investigate your concerns further, and to help us do that, we kindly invite you to email the details to us at contact@lqgroup.org.uk. Please use 'Trustpilot' as your email subject on this occasion.Feel free to drop us an email at any time, and we'll do everything we can to assist you.Many Thanks,Customer Service Team
5/5
TrustpilotThank you very much L&Q with supporting…
Thank you very much L&Q with supporting me to buy my home through shared ownership. Specials thanks to Tamika for your support and assistance throughout the process.
Hi Janet, We really appreciate your 5 star review and we're absolutely delighted to hear that you had such a good experience buying your home through shared ownership. It's our goal to provide the highest level of support to our customers, and it warms our hearts to know we were able to help you on your journey to home ownership. We'll make sure to pass your kind message onto Tamika, she'll be thrilled to hear that her assistance was appreciated and made a difference. Many Thanks Customer Service Team
5/5
TrustpilotJessica was fantastic in resolving all…
Jessica was fantastic in resolving all my issues today. She was clear, thorough, and incredibly polite throughout. I truly appreciate her help, thank you!
Hi Peter, We're grateful for your 5 star review and kind words for Jessica!It's fantastic to know she was able to effectively resolve your issues and impress you with her clarity, thoroughness, and politeness. Your appreciation means a lot to us. Your kind words will definitely be passed onto her. Thanks for taking the time to share your positive experience with us, it truly helps us to keep us the good work. Many Thanks Customer Service Team
5/5
TrustpilotGood communication and helpful agent…
Good communication and helpful agent even though calling out of hours.
Hi Marilyn,Thank you for leaving us a 4-star review!We truly appreciate you taking the time to share your positive experience, and we're glad to hear that you felt listened to, welcomed, and supported during your interaction with us.It makes us proud to know you've had the best possible experience, and it certainly sounds like it went perfectly for you.Many thanks again, Marilyn! We hope to be of assistance again soon 🙂Customer Service Team
5/5
TrustpilotThey’ve made the whole process stress…
They’ve made the whole process stress free and Karen has been nothing but amazing!! Also, the lady doing our financial assessment -Zoe was fantastic too!
Hi Joanna, We're truly delighted to read your 5 star review! It's wonderful to hear that the process has been stress-free and that our team members, Karen and Zoe, provided such great service. We will share your comments with Karen and Zoe as they will be happy to learn of your high praise of the service you received. Thank you! 😊Many Thanks Customer Service Team
5/5
TrustpilotAppointment was raised very quick
Appointment was raised very quick. Just a shame the in house team came without a ladder but hopefully they will return tomorrow to fix the issue.
Hi Marietta,Thank you so much for leaving us another 5-star review!We're super proud with Swale for delivering a wonderful service to you. it certainly makes a difference when you’re kept in the loop, and you receive such amazing service.We welcome your feedback regarding our Plentific contractor, and we're saddened to learn the operative failed to attend as planned. Having investigated this matter further, we’re pleased to confirm Plentific have since been in touch with our contractor and we’re just awaiting a response from them, but we’ll be sure to keep you updated on the progress.We sincerely hope this update helps and you’re more than welcome to reach out to us by email at lqdirect@lqgroup.org.uk if there’s anything further we can do for you.Many ThanksCustomer Service Team
5/5
Trustpilotreport a repair
I have reported a repair.Had a really helpful agent to sort out our problem.
Hi György, Thanks so much for your 5 star review! it's truly wonderful to hear such positive feedback about your experience with our service. Reviews like yours, mean the world to us. You've really made our day brighter! We aim to provide excellent service and it's great that we've acheived that for you. Many Thanks Customer Service Team
1/5
GoogleOne star is generous. I moved into my property March 2024 and raised snags that needed to be fixed. After chasing over 10 times to various people in L&Q, nothing has been done. Raised formal complaints and still no progress. Avoid at all costs.
5/5
TrustpilotCustomer service was on point
Customer service was on point! been at my shared ownership for a year and a half. no issues
Hi Aldrich, Wow, thank you for the 5 star review! 😊It's absolutely fantastic to know that you've had such a positive experience with our customer service. We strive to deliver top notch service and it's reassuring to hear that it's been 'on point' from your perspective. It's also great to know that you've been enjoying your shared ownership home for a year and a half now without any issues. Thanks again for your feedback! Many Thanks Customer Service Team
1/5
TrustpilotWouldn’t buy under shareholders scheme anymore
Got the flat in 2017First year the boiler failed: no action from you, replaced by myself because you refused to pay for it Since the start, windows on the garden side are not stopping the rain: no action from your side. Asked to replace them, God knows when you can In 2018 mould starting in the bedroom: cleaned few times with chemicals, going this Christmas to check by myself, still waiting action from your side Aerial failure, after few weeks one engineer replaced the part in the box, but half of the aerial is missing During the Covid had mouth infestation: carpet was a massive bed for them: fixed by myself 2022, after the excavation on front of the door (Virgin?some internet cable) the path collapsed, even some concrete floor tiles break; two weeks we had to jump to get in the main door 2022/2023: garden was a toilet for a big dog; one year even the garden people refused to trim the bushes (did we get discount that time? No!)Asking to have one electric vehicle charging point as in 2025 company is going to replace fuel vehicle with one full electric car to match the green conversion, as per government policy: you are correctly exploring to find a solution
Hi Sandro, Thank you for bringing this to our attention. We apologise for the inconveniences you've faced in the past - this certainly isn't the experience we want you to have. We appreciate your patience and the proactive steps you've taken to resolve some of the issues. We are currently exploring options for EV Chargers, the reason it has taken this long is due to safety concerns, lack of power supply in some communal areas, and the problem of sharing the cost among all residents. It's a complex issue but we are working towards find the best solution. Any unresolved issues you have, we'd gladly tackle. Just send us an email at contact@lqgroup.org.uk with the subject line 'Trustpilot'. We're here and keen to help in anyway we can. Many Thanks Customer Service Team
4/5
TrustpilotHelpful customer service …
Helpful customer service and clear guidelines given during yhenprocess
Hi Bruno, Thank you for your 4 star review! We're genuinely thrilled that you found our team to be so helpful and informative. We always strive for customer satisfaction and it's truly rewarding to hear this is shinning through. Many Thanks Customer Service Team
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London has the most, with 2,506 reviews rated 3.1 out of 5, followed by Sidcup with 1,704.
