Newest first, from every platform, with the office each review is about. First names only.
★★★★★ 1/5
TrustpilotL&Q = NOT GOOD
I am incredibly disappointed with L&Q. My wife and I recently moved into a property in Barking Riverside a few month ago and have had issue after issue occurring right from the beginning.Firstly trying to even contact them is an absolute nightmare, regardless what time of the day you call at you are waiting for a minimum of 1.5hrs and that is not even an exaggeration!The biggest issue we faced so far is being told that we cannot get a parking space. Our property manager has been very misleading and unreliable. At first we were told that we would be on a waiting list and that there was parking available for us when a tenant moved out, this was approx 1 month from the date on which we asked. Weeks go by and we had called to confirm parking spot but was then told that they cannot assign a parking space to someone else as "they cannot change the contracts" for another tenants parking spot. We enquired again about this and asked about a parking spot that was empty outside our flat and after weeks of calling we were told that our Property Manager would enquire for us about this space. We were told that it was a show home parking spot and that we are not able to get use this spot. Then our property manager told us to speak to residents from other building and "make a group chat with them" to ask about paying someone else to use their parking spot. This is actually against the terms and conditions of the contract, but yet our Property manager is advising us to do this! Absolute outrage. Then to top it all of, L&Q have turned round and said that our flat didn't have parking and that we aren't able to get a parking spot at all, even though we were told that we were on the waiting list? Nothing makes sense and we have given up because we are completely powerless and have no chance of getting a parking spot. It gets worse ! We have no phone service inside the flat. Tried calling up about this to see what can be done as we were informed that they were putting up new service towers around the area and this should be solved. But NO! NOTHING! We were told to contact our network providers who then have told us there IS service in the area and to speak to our rental company to see what they can do. What happens if there is an emergency ? who do we call ? This is a serious issue that has been ongoing since we moved in and the only reason we accepted this flat is because we were told that the issue would be sorted!Dont worry there is more !Trying to get housing repairs is virtually impossible as its been over 4 months and we haven't heard anything back. Multiple issues with the flat and our security/fire door does not even close properly. How did this pass testing??, defects with taps, fridge seal, marks left on flooring, buttons on thermostat painted over so we cant use the thermostat. after getting our property manager to chase this up times, nothing has happened !Then to put the cherry on-top. Our hot water has stopped, cut-off completely. The guru meter shows that we have no credit and the line has been disconnected. Called up two week ago, they send an engineer out to change the thermostat but this was not the issue! I temporarily fixed the issue by flipping the breaker on and off which somehow worked. But... it happened again and the method i used before does not work anymore, So then last week i called up agian lady said there was an issue with the connection and that she did something on her end. She managed to fix the issue for a few days but then it happened again and we have had no hot water for 2 days now and trying to call L&Q is impossible being on hold for over 2 hours and im wasting time out of my work day i cant full focus and do my job because im having to constantly keep an eye on my phone, and my wife cannot call them from home as there is no service in the flat! Do you understand our frustation now...Currently awaiting a response from L&Q regarding our stage 2 complaint which has been ignored and also our property manager has stopped responding too. only option left sadly is to go to the Housing Ombudsman.Would not recommend L&Q unless you want to live in a cave. Kind RegardsTom :)
Thomas · 26 November 2024 · LQ London
Agent replied · 26 December 2024
Hi Tom,Thank you so much for your detailed review and for taking the time to share your concerns with us.We sincerely apologise for the difficulties you've experienced. It's clear that the issues you've encountered have caused significant inconvenience and stress, and we're saddened you felt the need to complain.We acknowledge the challenges you've faced with contacting us, the parking situation, and the ongoing issues with your flat. We understand that these problems have been a source of great frustration, and we're deeply sorry for the disappointment and upset caused to you.We take all feedback seriously and would love to review your case to understand the details fully and to update you on how your complaint is progressing. To help us in making this possible, we kindly invite you to email your details to us where one of our advisors will gladly offer their help and assistance. We're reachable by email at contact@lqgroup.org.uk, and we request 'Trustpilot' is used as your email subject on this occasion.Feel free to reach out at any time, and we'll be sure to do our best for you.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotL&Q have been terrible landlords
L&Q have been terrible landlords. I am a 63-year-old with a weak knee and ankle due to a leg injury that never fully healed. Despite this, I have been forced to live on the 8th floor for several years. The lifts frequently break down, leaving me stranded and unable to use the stairs because of my injury.The flooring in my flat has been damaged since the day I moved in, with broken tiles and a cracked concrete floor. Additionally, there is damp in the flat. My electricity costs are excessive, £50 every two days, even though I rarely use electricity or heating. The heating system is controlled by the building, leaving me with no control. At times, I’ve had to sit in freezing conditions during the day because L&Q refuses to address the issue.I have repeatedly complained to them about the unsafe flooring, the unreliable lifts, and other problems, but nothing has been resolved. Although the council is willing to move me, L&Q refuses to approve a transfer, despite the fact that I am up to date with all my payments.I feel deeply discriminated against and severely depressed because of the conditions L&Q has forced me to endure. Their inaction has left me feeling hopeless and suicidal. I am now lodging another complaint with the ombudsman because I cannot continue living like this.I am sharing this review because I need help, and L&Q refuses to provide it.
GeePa · 26 November 2024 · LQ London
Agent replied · 26 December 2024
Hi Geepa,Thank you so much for your review and for taking the time to express your concerns with us.We understand your frustration, and we're saddened to learn of the difficulties you've experienced. We're sorry to hear about the condition of your home, especially given your health concerns and we're committed to providing safe and comfortable living environments for all our residents. We sincerely apologise if we haven't previously met your expectations.We acknowledge the issues you've raised regarding the lifts, flooring, damp, and heating and would love to investigate these issues further and take appropriate action wherever possible to address them. We understand that the lack of response to your previous complaints has been incredibly disheartening, and we apologise profusely for the distress this has caused.As you may already be aware, our transfer option for moving home has been suspended for quite some time now. However, we can certainly provide further information and advice on a mutual exchange as an alternative means of moving to a more suitable home.Rest assured we're committed to working with you to find a solution that addresses your concerns and improves your living situation. To help us gain a better understanding of each of your concerns, we'd love to hear from you.Please feel free to email your details and concerns to us at contact@lgroup.org.uk and ensure 'Trustpilot' is in your email subject. Our team will be happy to provide further help and assistance.Many Thanks,Customer Service Team
★★★★★ 1/5
Trustpilotunhelpful
The most unhelpful, ridiculous company in existence On 24th November my fence was blown down by the wind. After an extremely long wait to raise emergency repair. A job was raise at 11am at 430pm it was "made safe" I'm told today it won't actually be fixed until 8th January 2025.I'm the end house you can now access my garden from the road.They don't care and should be closed
Daniel · 25 November 2024 · LQ London
★★★★★ 1/5
TrustpilotI have to leave this review as I feel…
I have to leave this review as I feel I'm talking to a brick wall when it comes to l&qFew months ago I report a gut going though our storage bins which I find disgusting and unreasonable due to the fact way people are stealing people identity or it could be a drug drop of point same guy comes about 3 times aday searching and NO ONE IS LISTENING to residents concerns. L&Q manchester
Freedom · 25 November 2024 · LQ London
Agent replied · 23 August 2024
Hi Freedom Spirit,Thank you so much for taking the time to leave us another review.We’re deeply sorry to hear you’re dissatisfied with the outcome of your complaint, and you feel the need to address this matter further with Environmental Health.Furthermore, we’re saddened how this issue is having an impact on you, and we sincerely apologise if we’ve failed to provide you with the help and support you hoped to receive from us.We’d love to be able to look into this matter further and how we can offer additional help and assistance.Please can you kindly email your details to us, along with your complaint reference and we’ll be sure to do our best to help. Our email address is lqdirect@lqgroup.org.uk and it’ll be most helpful if ‘Trustpilot’ is mentioned in the subject line of your email too.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotNo hot water or heating since last…
No hot water or heating since last night. I have been on the phone for 1hour and 50mins and no one is answering even though I called at 8am when they are supposed to open. Keep hearing a loop of answering other customers but it has been a constant the last two times I called. Average call attendance time is 1.5hrs. This is also confirmed with my neighbors. Worst service provider I had the displeasure of working with in my whole life in London.
Jain · 25 November 2024 · LQ London
Agent replied · 26 December 2024
Hi Jain,Thank you for sharing your recent experience with us.We're truly sorry to hear about the long waiting time you experienced with our phone lines. We understand the frustration this can cause and we offer our sincerest apology for this. Sadly, the recent storm and weather changes have significantly impacted the volume of calls we're receiving, and our staff are doing their utmost to answer calls as quickly as possible.We're also saddened to hear about the issue with your heating and hot water supply, and we would like to assist you promptly and ensure that this matter is addressed as soon as possible.If you still require our assistance, please feel free to contact us via email at contact@lqgroup.org.uk (with 'Trustpilot' as your email subject), or you can reach out to us through our Facebook page.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotRoofing felt came down from rooftop
Roofing felt came down from rooftop? Hitting cars. Luckily there were no pedestrians? I would have thought that would be an automatic response? But no! Someone will attend within 24 hours? So ppls property an personal safety is not a concern for them!
Derek · 24 November 2024 · LQ London
Agent replied · 26 December 2024
Hi Derek,We welcome your review and we thank you for sharing your experience with us too.We're deeply sorry to learn of the damages caused to the roof during the recent storm and we also certainly feel relieved that no one was hurt.We hear your dissatisfaction with the timeframe given and whilst we appreciate this would be disappointing, a 24-hour appointment is our priority appointment for emergency call outs. Quite often our operatives or contractors may attend much sooner than 24 hours depending on how far they must travel as well as taking into consideration other emergencies they're attending to.We sincerely hope this matter is now resolved but if you have any further questions or concerns, please feel free to let us know and it'll be our pleasure to help.We're reachable through any of your preferred channels or by email at contact@lqgroup.org.uk whereby we request 'Trustpilot' is used as your email subject.We're here to help and you're more than welcome to reach out to us at any time 🙂Many ThanksCustomer Service Team
★★★★★ 4/5
TrustpilotDidn’t have to wait to long for the…fulling fence
Didn’t have to wait to long for the call to be answered and dealt with promptly with appointment booked for 4 hours
Beverley · 24 November 2024 · LQ London
Agent replied · 26 December 2024
Hi Beverley,Thank you for taking the time to leave us a review, and we're delighted with your 4-star rating too.It's great to hear that you didn't have to wait long for your call to be answered and that your appointment was booked promptly for you. Providing an efficient service is important to us, and we're thrilled to hear that this is the kind of experience you've had..A huge thanks for sharing this with us; your feedback means a lot, and we look forward to assisting you again 😊Customer Service Team
★★★★★ 5/5
TrustpilotAnswered in a few rings
Answered in a few rings, polite, explained exactly what was going to happen and a time frame when the service will be provided also very professional.
Tina · 24 November 2024 · LQ London
Agent replied · 23 October 2024
Hi Tina,Thank you so much for taking the time to leave us a review! 🙂We're chuffed to hear that you had a courteous and professional experience during your appointment. Providing this level of service is always our goal, and we appreciate you sharing your positive feedback with us.Your comments really help us recognise the amazing job our staff are doing when they visit our resident's homes.A big thanks once again, and please don't hesitate to reach out if there's anything else we can help you with.Customer Service Team
★★★★★ 5/5
TrustpilotGreat reception
Great reception, good communication skills for the marketing team. Loved working with them.
Sean · 23 November 2024 · LQ London
Agent replied · 26 December 2024
Hi Sean,Thank you so much for your amazing review and kind words! 🙂We're thrilled to hear you had a positive experience with our marketing team. We truly appreciate your feedback, and we know our marketing team will be over the moon with your feedback too.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotJust the worst
Just the worst. Complaints are not taken seriously, not followed up. You are sent in loops trying to get anything accomplished and then nothing is resolved. I have seen numerous bad reports about this company in the press and they clearly don’t care/they are making so much profit that they have decided that providing a proper service doesn’t matter. Please avoid this company if you can.
Louisa · 22 November 2024 · LQ London
Agent replied · 26 December 2024
Hi Louisa Lee,Thank you for your review.We're truly saddened to read your comments, and we apologise profusely if our services have failed to meet your expectations, especially with complaints not being taken seriously.We always aim to provide an excellent service, and we're sorry if this wasn't the experience you had with us. We certainly value your input and will use it to improve our processes.If we can be of further help and assist in putting right what went wrong, we'd love to hear from you.Please feel free to email our dedicated team here at contact@lqgroup.org.uk (with 'Trustpilot' as your email subject) where it'll be our pleasure to do our utmost for you.Many Thanks,Customer Service Team
★★★★★ 4/5
TrustpilotThe email response was timely and Nipa…
The email response was timely and Nipa was very helpful with communication and informing me regarding the next steps on the application. Grateful for her guidance.
Tobi · 22 November 2024 · LQ London
Agent replied · 22 November 2024
Hi Tobi,Thank you so much for your 4-star review!It's great to hear that you've had the best possible experience with Nipa. She truly is a great asset to the team, and we love how much you appreciate her helpfulness and guidance.We're sure Nipa will be over the moon with your kind words too, so we really do appreciate you taking the time to share your experience with us.Many thanks again, Tobi! Feel free to reach out to us if there's anything else we can do for you 😊Customer Service Team
★★★★★ 3/5
TrustpilotRepair appointment
Over good amount of years recently repairs seems to be a problem cutting corners seems to be favourite along with taking a number of years to get the repairs started.
Maureen · 21 November 2024 · LQ London
Agent replied · 26 December 2024
Hi Maureen,Thank you for taking the time to leave us a review.We certainly value your feedback and we're sorry to learn of your dissatisfaction with our maintenance service. Rest assured we've taken on board your feedback, and the information will help us look at ways we can further improve our services.In the meantime, if there's anything specifically causing a concern, please do let us know by email at contact@lqgroup.org.uk where one of our advisors will gladly help.Many Thanks,Customer Service Team
★★★★★ 1/5
Trustpilot9 months with no hot water
9 months with no hot water, no decent heating. Vital Energy are cowboys & L&Q is the worst housing associations. L&Q doesn't want to spend money to fix anything and we tents are being lied to told different stories every week. Now it's been 9 months, I have kids who are constantly sick because L&Q keeping us with no hot water and no heating that actually works all the time. SHAME ON L&Q & VITAL ENERGY!!!!
Ariana · 21 November 2024 · LQ London
Agent replied · 22 November 2024
Hi Ariana,Thank you for your review and for bringing this matter to our attention.We're deeply sorry to learn of the recurring issue with your heating and hot water supply, especially with children in the household and at this time of year when we rely on our heating the most.We sincerely apologise for the inconvenience and distress this has caused. We're committed to working with our contractors to ensure an effective resolution to these issues is addressed and your supplies are restored as quickly as possible.We would like to reassure you that an emergency callout was recently arranged with our contractor, and we are currently awaiting a further update following their engineer's visit. We sincerely hope this helps to provide some reassurance. In the meantime, we're more than happy to help with any further questions or concerns you may have, and we kindly invite you to email our dedicated team here at contact@lqgroup.org.uk, ensuring 'Trustpilot' is mentioned in the subject line of your email too.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotMY FLAT SMELL LIKE CHEMICAL AND WATER IS CONTAMINATED WITH CHEMICALS
CHEMICAL SMELL IN MY FLAT AND WATER SMELL LIKE GAS, HORRIBLE PEOPLE WORKING FOR THIS MANAGEMENT AND NOBODY SACKS THEM TO PUT GOOD STAFF THE REASON WHY THIS COMPANY IS THE MOST HATED. MAYBE IF PEOPLE START REPORTING IN MASS THE NASTY STAFF BEHIND ALL THIS MAYBE THINGS COULD GET BETTER. LOOK AT THE NEGATIVE REVIEWS AND DISRESPECT WITH TENANTS WHO PAYS TO LIVE ON THOSE POORLY BUILT FLATS. SHALLOW RESPONSES, COWARD UNPROFESSIONAL AND UNQUALIFIED MANAGER THAT REFUSES TO ADDRESS ISSUES AND MAKES THE ENTIRE HOUSE ECOSYSTEM LIKE THE HOUSE OF THE DEVIL WITH POORLY TRAINED PROFESSIONALS WHO LAYS WITH TENANTS WHEN THEY SHOULDNT BE LIVING WITH TENANTS OR HAVING RELATIONSHIP IN WORKING HOURS WHILE WORKING FOR LQ. TIME TO MASS REPORT THOSE STAFF AND REMOVE THEM. LAZY TEAM GETTING PAID WITHOUT WORKING HANGING AROUND LIKE MANGOS, PLACE SMELL LIKE URINE, MOSQUITOS EVERYWHERE, WATER LEAKAGE, MOLD, NOISE NUANCE, DRUGS,WEIRD TENANTS BEING PLACE ARPUND PRIVATE TENANTS WHO PAYS PRIVATELY RENT. REFUGEES ON DRUGS BEING PLACED IN THOSE FLATS , FLOORS POORLY CLEANED TRASH EVERYWHERE THE REFUSE BIN PLACE IS POORLY CLEANED WITH MOSQUITOS EVERYWHERE, THIS NEEDS TO GO TO A PETITION TO THE TOP OF COMPLAINTS ADMINISTRATION SO NO COVERING UPS ARE HELD BY BULLYING EVIL STAFF AGAINST TENANTS AND ABOUT PRODUCTIVENESS THAT IS ZERO IN THOSE POORLY CLEANED BUILDING. I LIVE IN A VERY DODGE FLAT WITH SMELL OF BURNING FUEL/GAS WITH A VERY WEIRD MANAGEMENT HIGLY HATED BY TENANTS. I CALLED LQ AFTER CATE TEAM AND THEY ARE USELESS, MAYBE 2,3 GOOD STAFF TRYING TO HELP BUT THE DEVILS STOP THEM FROM DOING GOOD WORK AND SEND GENUINE NON COWBOYS CONTRACTORS. A COUPLE GOOD STAFF TRIED TO SENT A HONEST CONTRACTOR WHICH STRAIGHT WAY FELT SICK INSIFE MY FLAT BUT THEN WAS SILENT BY THE DEVIL WORKING TO DESTROY TENANTS WELL BEING HE LITERALLY DISAPPEARED BUT I STILL HOLD THE CCTV WHEN HE WENT TO INSPECT AND ALL WHAT WE CHATTED ABOUT THE CHEMICAL SMELL IN THAT FLAT. LETS OPEN A PETITION TO EXPOSE THIS AND IF ANYONE SMELL SOMETHING IN THOSE FLATS OWNED BY LQ WE SHOULD MASS REPORT IT, IF YOU ARE ENCOUNTERING OILY SUBSTANCES IN THE SURROUNDING OF YOUR FLAT SAVE ALL THE EVIDENCES FOR LATER WHEN THINGS BLOW UP AND MORE PEOPLE COME FORWARD WITH THE SANE ISSUE I AM DOING THAT, CALL A PRIVATE INSPECTOR WITH YOU CAN AFFORD AND CALL A PRIVATE HEALTH ENVIRONMENT TO ACCESS WHAT CHEMICAL IS BEING BURNT SLOWLY THROUGH YOUR APPLIANCES, VENTS, INSULATION TO YOUR FLAT IT CAN CAUSE YOU HEALTH ISSUES MAYBE KILL YOU! SINCE I MOVED TO THAT FLAT MY HEALTH HAS DECLINED SP DO NOT SILENCE A D PREPARE A LAWSUIT LIKE I AM DOING WHEN TIME COMES. IF YOU FEELING SICK WITH HEADACHES WHILE INSIDE THOSE LQ FLATS HAVE IT CHECKED OUT BEFORE IS TOO LATE SOME PEOPLE CAN NOT SMELL!! IF YOUR KUDS SRE HAVING HEART PROBLEMS OR LUNG PROBLEMS IT MAYBE BE THE CULPRIT !!!! IT WILL KILL OR GIVE YOU CANCER. OPEN ALL WINDOWS AND BUT AUR PURIFYER IF YOU CAN AFFORD, CLISE SLL TGE VENTS AND REMOVE THE INSULATION!!!! EXPOSE THE DEVIL BEHIND THAT BUT MAKE SURE YOU HAVE EVERYTHING TO ACT. THIS IS NOT NORMAL LIVE IN A PLACE THAT SMELL LIKE GAS, AMMONIA OR ANYTHING WEIRD THAT CAUSED EYE TO WATERING AND OTHER HEALTH SYMPTOMS, EVEN THEY SAY IN THE BUILDING THERE IS NO GAS DONT BELIEVE THEM THEY ARE LIARS ELECTRICAL CABLES CAN TRANSMIT CHEMICAL LEAKAGE AND MOST LQ BUILDINGS USES SOME FORM OF GAS IN THE MAINS OF EACH BUILDING, PLEASE CHECK ALSO FOR WEIRD RACIST NEIGHBOURS WHO CAN MAYBE BE DOING THAT I HEARD A LOT STORIES ABOUT IT SO MAKE SURE YOU COLLECT EVIDENCES AND LEAVE IT REPORTED AND ARCHIVED IN THE POLICE IN CASE YOU FELL ILL TO TAKE THEM TO COURT. IF I WAS FULL TIME INSIDE LIKE THOSE WHO HAVE NO WHERE ELSE TO GO OR ARE DISABLE INSIDE THOSE PURPOSELY SICK FLATS GOD KNOWS WHAT COUKD HAPPEN MAYBE WOUKD DIE LIKE MANY DIED LIVING ON ONE OF THIS COMPANY’S PROPERTIES, SO EXPOSE THEM IF YOU SMELL VOCS OR OTHER CHEMICALS THAT DO NOT RAISE VOCS AND IFYOU FEEL COLD AIR ENTERING YOUR FLAT WHEN ALL WINDOWS ARE CLOSED IT CAN BE INSULATION LEAKAGE !!!!! OR IF YOUR LIDS STARTS TO HAVE HEART OR BREATHING ISSUES LUNG INFECTION FEELING TIRED ETC.
Eyeonyou · 21 November 2024 · LQ London
★★★★★ 1/5
TrustpilotExtremely Poor Customer Service and Lack of Communication-Update
Update on 18/11/2024 for my review with title -"Extremely Poor Customer Service and Lack of Communication" I've sent the information to the email address as per the L&Q response in trustpilot on 11 Nov. As of now (18 Nov), I have still not received any reply or acknowledgment.This ongoing lack of communication only proves how unresponsive and unreliable L&Q’s customer service truly is. If I could give a negative rating on Trustpilot, I absolutely would. The complete disregard for my concern and the impact on the community is unacceptable. L&Q, please don’t bother asking me to send yet another email, I refuse to waste more of my time, only to be ignored again.I strongly advise any potential customers to seriously reconsider before engaging with L&Q. Their failure to address issues, honor covenants, and communicate properly speaks volumes about their level of service. Save yourself the stress and frustration.Update 21/11/2024Resent email as per requested.
Raymond · 21 November 2024 · LQ London
Agent replied · 22 November 2024
Hi Raymond,We appreciate you taking the time to leave us another review, and we're truly saddened to learn of your continued dissatisfaction with us.We honestly feel and understand your frustration when things like this happen, and we apologise profusely for the disappointment and inconvenience this is causing.Having investigated this matter further and upon checking our mailbox, it appears your email unfortunately hasn't reached us. We therefore can only kindly ask you to resend the information again for us to be able to assist you further.Just as a reminder, our email address to reach us is contact@lqgroup.org.uk, and we request 'Trustpilot' is used as your email subject on this occasion.Our apologies once again, and we hope to hear from you soon.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotStock transfer house and problems
I had a refurbishment of the bathroom, kitchen and downstairs toilet completed Oct 2023. The pipe feeding the water tank (mains) was wiggled and leaked into the new bathroom, they couldn't stop it, I had to climb into the attic and do it myself, they left me like this for a weeks then 'fixed' it and knocked out the electrics and left that for 2 weeks! The kitchen unbeknown to me had been leaking from the new connection on the hot tap, this was stopped by ripping out the new cupboard in 10 weeks time so the new flooring was ruined and all the base cupboards, that was May leak stopped July still left living out of boxes Nov and no indication of a fix. A complaint had been closed down 3 times without a confirmation from me and it was then picked up and 'taken seriously ' by another however the house is part of a stock transfer to Vivid housing and funnily enough i am being ghosted by the 'serious' complaint handler and no further for the repair........leaving it i suppose as a problem for Vivid! No kitchen or dining room for this Christmas! And according to the contractor from Equans who did the refurb i was very lucky they agreed to do it at all! Thanks for taking my rent for the last 13 years and leaving me with a home that was better before you refurbed it not to mention the leaking roof that's been going on since we moved in in 2011
Nikki · 20 November 2024 · LQ London
Agent replied · 23 August 2024
Hi Nikki,Thank you so much for sharing your experience with us, we truly appreciate your feedback.We understand the challenges you've faced during the recent refurbishment of your home, from the leaking pipe to the ongoing kitchen issues, and we sincerely apologise for the inconvenience and lack of communication you've encountered with us.Your feedback is so valuable to us, and we would like to investigate this matter further to better understand the situation and find ways to assist you.Please feel free to email us at contact@lqgroup.org.uk (with 'Trustpilot' as your email subject), and our team will be ready to help with your worries and concerns.Many Thanks,Customer Service Team
★★★★★ 5/5
TrustpilotThe way my email was dealt with
The way my email was dealt with. It was very prompt, although the contractors who work for L&Q are very slow in dealing with the repairs
Catherine · 20 November 2024 · LQ London
Agent replied · 22 November 2024
Hi Catherine,Thank you so much for rating your experience so highly! 🙂Your feedback is valuable to us, and we're glad to hear that our response to your email was prompt. We understand that repairs can be frustrating when they aren't handled as quickly as we would like, and we'll continue working with our contractors to ensure they provide a timely service.A big thanks from us again, and please let us know if we can be of further help or assistance.Customer Service Team
★★★★★ 1/5
TrustpilotTier 2 complaints are not taken seriously!
After raising a complaint to tier 2 the outcome was a brush off and contradicted everything that had been said to me previously. They lied and they showed themselves up.
Hilja · 20 November 2024 · LQ London
Agent replied · 22 November 2024
Hi Hilja,Thank you for taking the time to share your thoughts and feelings with us, we're truly saddened to read your comments.We're deeply sorry if the outcome from your complaints isn't what you hoped for, and we certainly understand your frustration when this happens.We're here to help wherever we can, and we're always willing to assist with any further questions you may have.If we can be of further assistance, please feel free to email our dedicated team here at contact@lqgroup.org.uk, where one of our advisors will gladly help. It would be most helpful to us if 'Trustpilot' is mentioned in the subject line of your email too.Many Thanks,Customer Service Team
★★★★★ 4/5
TrustpilotResponsive
Responsive, helpful and user friendly. No complaints
Sean · 19 November 2024 · LQ London
Agent replied · 22 November 2024
Hi Sean,Thank you so much for your fabulous review! 🙂Your feedback has certainly made our day, and it sounds like everything went amazingly for you.A huge thanks for sharing this with us, and we hope to be of assistance again soon.Customer Service Team
★★★★★ 5/5
TrustpilotClare Green has been incredible
Clare Green has been incredible. So supportive and ensured all answers to my questions have been fast and effective.
Antoniasimmonds · 19 November 2024 · LQ London
Agent replied · 22 November 2024
Hi Antonia,Thank you so much for your 5-star review! 😊We're chuffed to hear that Clare has been so helpful and provided exceptional service. It truly makes us proud to hear this too.It certainly sounds like everything went perfectly for you, which is fabulous to hear.Many thanks again for sharing your experience with us, your feedback is greatly appreciated.Customer Service Team
★★★★★ 5/5
TrustpilotHighly recommend Metra Living!
Yasmin S* went above and beyond to support us in what is one of the most difficult times of anyone's life (moving homes)! I cant thank Yas enough for her support, kindness and professionalism. Wishing you all the happiness in the world! Kindest regards, NC & AK
N · 19 November 2024 · LQ London
Agent replied · 22 November 2024
Hi NC & AK,Thank you so much for leaving such a wonderful review!Your heartfelt comments mean a lot to us, and to hear that you felt supported during such a significant life event makes us super proud. We always strive to provide exceptional customer service, and we truly are thrilled to hear that Yasmin went above and beyond to make your move as smooth as possible.We're certain Yasmin will be most grateful for your kind words too 😊Wishing you all the best in your new home, and we hope you make many happy memories to cherish.Many Thanks,Customer Service Team
★★★★★ 4/5
TrustpilotReview re- agent
I am giving the 4 stars to the agent who dealt with my phone call. I am not giving a four star rating to L&Q!
Helena · 19 November 2024 · LQ London
Agent replied · 22 November 2024
Hi Helena,Thank you so much for taking the time to leave a review!🙂We're delighted that you had a 4-star experience with one of our advisors. It makes us happy to know that you're pleased with the service you received.Many thanks again for sharing this with us. If there's anything further we can help you with, please let us know, and we'll gladly do our best for you.Many Thanks,Customer Service Team
★★★★★ 5/5
TrustpilotI had a great experience everything was…
I had a great experience everything was a a great service
Olive · 18 November 2024 · LQ London
Agent replied · 22 November 2024
Hi Olive,Thank you very much for your 5-star review! 😊We're so happy to hear you had a great experience with us! We strive to provide excellent service, and it's wonderful to know that we've met your expectations.We hope we can be of further help again soon.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotThe staff are not trained
The staff are not trained, I was granted the voluntary right to buy previously and now I am being denied, without justified reason
Latoya · 18 November 2024 · LQ London
Agent replied · 22 November 2024
Hi Latoya,Thank you for sharing your recent experience with us. We very much appreciate your review.We're so sorry to hear about the conflicting information you received, and we understand how this could be frustrating. Your feedback is valuable to us, and we will use it to enhance our training and procedures for our staff.Ensuring a positive experience for all our customers is our priority, and we apologise if we fell short on this occasion.We would like the opportunity to review the information you received and provide further clarification on your eligibility for Right To Buy or Right To Acquire.To assist you further, we kindly invite you to email our dedicated team at contact@lqgroup.org.uk (with 'Trustpilot' as your email subject) where we'll gladly offer our help and assistance to ensure you receive the correct information.Many Thanks,Customer Service Team
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