Trusted Agent profile
★★★★★
2,892 reviews across 3 offices and 3 platforms
LQ has three offices, in London, Sidcup and Warwick. Together they have 2,892 reviews on three platforms, rated 3.1 out of 5 overall.
555
Reviews on Google
All 3 offices
2
Reviews on Yell
All 3 offices
2,335
Reviews on Trustpilot
Business-wide
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.
4/5
TrustpilotMr Jamaican plumber
The plumber that done the work in my kitchen. Fixed a leak underneath my sink, which was hard work for him. He was with me quite a long time. He done an excellent job.
Hi Deborah, Thanks for taking the time to leave us a 4 star review. Getting to a leak in an awkward space can be hard work, but it sounds like the plumber who attended did a brilliant job. Many ThanksCustomer Service Team
1/5
TrustpilotVery difficult to contact.
Very difficult to contact.L&Q 'contact us' page (London and the rest of England): email button does not work, tried on 3 different browsers, cache cleared regularly.Customer service telephone number does not answer after 20 minutes, again tried on 3 occasions.I had exactly the same problems one year ago, nothing has changed.
Hi,Thanks for highlighting this with us.We're really sorry you've had trouble trying to get in touch with us. We are not currently aware of any issues with the online forms on our website. sometimes clearing your caches on your web browser can help. We want to help sort any issues such as this, however, we'll need more information to do so, please email our team via lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header and rest assured someone will get back to you promptly. Many Thanks Customer Service Team
4/5
TrustpilotHelpful and professional
The team that came to fix the blockage were very thorough but the blockage was actually not on our property, so they contacted Thames water, so I found them very helpful.
Hi Jackie, Thanks so much for the 4 star review of the works carried out by the team who attended, it's great to hear they were so diligent and helpful. Many Thanks Customer Service Team
5/5
TrustpilotEngineer was polite
Engineer was polite , and tidy
Hi Paula,Thank you very much for your 4-star review! 😊It’s great to hear your recent visit went well and our operative came to rectify the issue so quickly for you.. It’s reassuring for us to hear this too and it certainly helps us to understand of the fantastic service they’re delivering whilst out and about in our resident’s homes.Many thanks again for your feedback, it’s much appreciated and we’re looking forward to helping you again soon.Customer Service Team
4/5
TrustpilotThey have given me a call the next day…
They have given me a call the next day I raised a repair
Hi Victoria, Thanks for taking the time to leave us a review. We're pleased to hear you was contacted quickly to arrange the repair. If you should need us for anything else, please do get in touch. Many Thanks Customer Service Team
1/5
TrustpilotABSOLUTELY USELESS
Hope you’ve got plenty of time to make calls as yiu will be waiting a very long time for response any complaints are ignored or suppressed and wasting money hand over fist with incompetent lazy staff who don’t call you back don’t answer emails and have no idea if tradesmen turn up or not so the ONLY STAR AT L&Q NORTH WEST PREVIOUSLY LAURUS Ive out that in my survey but probably try and get rid of her as she showing the rest up.
Hi Teresa, Thank you for bringing these matters to our attention. We want to extend our apologies concerning all the issues that you have faced. we always aim to deliver a great customer experience and we're sorry if we've fallen short. To achieve a better resolution for you, we would like to invite you to email us directly at lqdirect@lqgroup.org.uk please use 'Trustpilot' as your subject header. One of the team will be happy to assist you further. Many Thanks Customer Service Team
5/5
TrustpilotThank you so
Hi Mariela, You're most welcome and thank you for the 5 star review!We really pleased you had such a positive experience. Your 5 star review means a lot to us. Many Thanks Customer Service Team
3/5
TrustpilotBoiler service
The kitchen fitters had mastic around the boiler and this had to be scraped away, the service engineer did not put a dust sheet on the worktop and left a mess
Hi Valerie, Thank you for bringing this to our attention. We're sorry to hear about the service your received and that a mess was left after the service engineer attended. The mastic around the boiler should have also been handled with more care to prevent to need for an extra clean up after. We've logged feedback regarding this as it helps us to improve our services. We appreciate your feedback and are here should you need us, so please do get in contact with us if you need anything via lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header and we'll be keen to assist. Many Thanks Customer Service Team
5/5
TrustpilotExcellent and straightforward service
Their sales associate was really helpful and responsive. She offered to showcase the property via video even before the in-person meeting, which made the decision about the purchase much smoother. She detailed every steps of the purchase and provided recommendations to choose mortgage broker and solicitor.
Hi Tamás, Thanks for the great 5 star review!We're really pleased to read your feedback. It's fantastic to know that our sales associate was able to assist you so effectively. We're delighted you found the video showcase helpful and it simplified the decision making process. We aim to provide a comprehensive and smooth service for all and we'd like to thank you once again for taking the time to share this with us. Many Thanks Customer Service Team
1/5
TrustpilotAwful L&Q service continues to be problematic…
L&Q refused to carry out a repair and trace the source of leak because my bath is plastic! They would rather my ceiling cave in rather than carry out a much needed repair.I waited two weeks for an appointment only for the operative to arrive and state that the bath is plastic and so will not take the panel off (three screws) to trace the source of the leak.
Hi Anna, Thank you for taking the time to share your review. We deeply regret to hear about the inconvenience you had to face because of the delay in the appointment especially because the repair wasn't carried our as expected. To allow us to investigate further and take necessary actions, we would really appreciate if you could drop us an email at lqdirect@lqgroup.org.uk. While emailing, kindly make sure to use 'Trustpilot' in your subject header. This will help our team to identify your case. We will do our best to resolve this issue for you. Many Thanks Customer Service Team
1/5
TrustpilotAnti social behaviour at L&Q propertyoperty which…
I'm resident one of L&Q property which is located on Aston street London and building name is baret court. I will say this building is one of unsafe and unclean property I live Despite they take service charges from me cleaner never clean this property. Burglar has attacked quite few times on the property by kicking the front door. Every one let's property manager knows about it and request for installing CCTV cameras on the property but L&Q company not listening. I asking where is our safety in this property. Because there are no cameras people smoke cannabis inside the building stairwells and entire building reeks which the smell entering our flat. The only time you see the cleaner in our building is when he is signing his timesheets on the bulletin board but he never carries out his cleaning duties. I wish I got paid for doing nothing...The housing manager is a complete joke, despite residents complaining he never gets off his backside to do anything. The bin area outside my building is notorious for everyone's fly tipping and dog befoulment. On a Saturday night, party goers use the front of building as a communal toilet because the place is quiet with little lighting and no CCTV. It is a nightmare to enter/exit the building for risk of stepping in poo. Other residents track the poo into the building and onto the inside carpet and ultimately into residents homes where our children play. To protect my family, I have carried down buckets of water to wash the poo away because L&Q cleaners don't do anything. No lighting/CCTV has also encouraged drug dealers to carry out their nefarious business on my doorstep. If L&Q really cared about their residents in this building they would install CCTV and better lighting to increase security and deter as anti social behaviour like is done in their non social housing buildings.
Hi Rimme, We appreciate you taking the time to share your thoughts and feelings. We are truly sorry to hear about the troubles you've been enduring, particularly concerning the lack of cleanliness, security and any trouble with getting through to us.We do care deeply about our residents security and peace in their homes. In order to address and resolve these issues promptly and efficiently, we ask that you email us via lqdirect@lqgroup.org.uk with more information and please use 'Trustpilot' as your subject header, this way we can ensure this is addressed by the appropriate team at the earliest. Many Thanks Customer Service Team
1/5
TrustpilotL&Q are the worst organisation going
L&Q are the worst organisation going, they do not care about their Clients/Tenants, our block has no intercom system working, grounds have not been maintained, front door is left disabled so anyone can come in our block stealing our post, lift doesnt work again, no housing officer, charge for wetrisers when they dont exist in our block,you report issues and no one contacts you, an elderly neighbour was murdered in his own home a month ago by someone who got in the block and L&Q did not come down to the block despite countless households asking them too because everyone was scared as security issues have been reported to them for years, they show absolutely NO regard for their tenants but if you owe even £1 you get bombarded with phone calls. If your thinking of buying from them, do yourself the biggest favour and walk away because all they want is your money and thats all.
Hi Jamie, Thank you for taking the time to share your experiences and concerns with us. We wholly understand your frustration and want to acknowledge the distressing points you've raised. It's clear that you and the other residents have been dealing with a number of serious problems. We can assure you, we take all comments and concerns very seriously. We definitely do not want any of our residents to feel disregarded or unsafe. We cannot begin to imagine how distressing the incident involving your elderly neighbour must have been, and we can certainly understand the fear and frustration that it must have ignited amongst the residents. Please rest assured that we take your comments very seriously. We're doing everything we can to address each of the issues you've brought to our attention. We're committed to staying in direct contact with you regarding the problems raised in your review. Your safety and the security of all residents is our top priority. If you require any additional help or support, don't hesitate to get in touch with us. Please email us at lqdirect@lqgroup.org.uk and use 'Trustpilot' as your subject header. We'll be ready to assist you in any way we can. Many Thanks Customer Service Team
1/5
TrustpilotListen to what the customer says and…
Listen to what the customer says and act on it. Use a plumbing firm that turns up on time and does the job required and not a quick bodge job that doesn't work
Hi Phil, Thank you for sharing your concerns with us. We always value our customers feedback and we're sorry to hear about your recent experience. In order to look into this in more detail, please contact us. Let us know exactly what didn't meet your expectations by sending an email to lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header and we will do all we can to assist you. Many ThanksCustomer Service Team
4/5
TrustpilotI am not sure my answers to the survey…
I am not sure my answers to the survey make any sense. What I wished to communicate was that the plastering team were fantastic, but that is has taken ages to get an appointment and that even longer standing plastering jobs have still not been actioned.A special mention to Neshat Broderjian for fielding my complaints and trying to get me some service with diligence and politeness.Without their help, i'm sure I would still not have the kitchen ceiling fixed. Still waiting on bedroom and bathroom jobs many months later....
Hi, Your 4 star review speaks volumes about the quality of the work done by the plastering team and it's gratifying to know you found their service fantastic. We appreciate your acknowledgement of Neshat's efforts in handling your complaint, and ensuring the service provided to you lived up to expectations. We know waiting for works to be completed is not ideal and we'd be happy to follow this up for you. We can be reached by emailing lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header. Once again thanks for sharing your experience with us. Many Thanks Customer Service Team
5/5
TrustpilotInitial repair was a leak which was due…
Initial repair was a leak which was due for repair four days after reporting it. The leak turned to the tap running and not turning off. After contacting emergency repairs out of hours team, they can within a few hours and completed the repair.
Hi Ann-Marie, Thanks so much for the 5 star review. It's great to know our emergency out of hours team we're so helpful and relieved to hear the leak was handled promptly to save any further damage. We're always happy to help so just reach out.Many Thanks Customer Service Team
2/5
TrustpilotTwo Appointments for a Gas Safety Check
I contacted KT Heating after my original gas safety check date of 13 June 2024 came and went. For some reason they claimed they DID come out and that my gas check service was completed, when I was home all day in anticipation and they never turned up! I had to contact my landlord to re-arrange the appointment for 17 June 2024.Whenever KT Heating need to come out for a gas safety check, they write to me that it's the law that I allow them access to my property. Yet, in this instance, suppose I was a person who didn't care? KT Heating's records would have remained incorrect about seeing me when they didn't, leaving me potentially in danger. A bit alarming.
Hi Butterfly77, We're really sorry to hear about the issues you've experienced with your recent gas safety check, especially considering how vital these checks are for your safety. We totally understand your concern. We want to assure you that these matters are taken seriously and your safety is our top priority. Therefore, we'd like to thoroughly investigate this matter. We kindly request that you share your details with our team via lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header and we'll look in this further to see what's gone wrong. Many Thanks Customer Service Team
1/5
TrustpilotHouse has many issues and due to lack…
House has many issues and due to lack of repairs by L&Q many have got worse. The boiler was suppose to be changed from late last year and l am being told that they have no record. They just keep bodging works so l have started to refuse them doing that. l have no hot water and was given 2 heaters which is not good enough. l have started to proceed with Solicitors and the Housing Ombudsman
Hi Leonnie, We'd like to thank you for raising your concerns with us. We're incredibly sorry to hear about the continuous issues you've been experiencing, particularly the lack of hot water. We can completely understand why you would find this situation extremely frustrating. We wanted to let you know we have scheduled an appointment for a contractor to attend and investigate the issues with the boiler, you should have received a text confirmation of this appointment. Remember, you can always email us at lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header, we'll be on hand should you need any further assistance or have any additional concerns. Many Thanks Customer Service Team
1/5
TrustpilotI had a bad experience with Lettings…
I had a bad experience with Lettings Associate she was very racist with us for twice. First time we went her office to chose a flat and we have a list to choose every she said not available?? She gave us three apartments to choose from, and the second time we came to viewing the flat, she was very aggressive to us even didn't smile in our faces or say anything.Elso she didn't answer any questions and let us in apartment in 6 minutes only from 30 minutes and she kept herself with her phone it was really harder to treat us like that Also we have babies and we were asked about how can rent a Parking for the car she said not available she was like that. Today we so her she was viewing another pebble she was very nice to them she was laughing and smiling with them I'm very despondent.
Hi Doooo, We appreciate you sharing your concerns with us. We're truly sorry to hear about your negative experience. We pride ourselves on creating a welcoming environment for everyone and we absolutely do not tolerate any form of racism. Your experience is concerning and we would welcome the opportunity to investigate this further. Please, could you send us an email with your full name detailing the events to lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header and we promise to look into this matter thoroughly. Many Thanks Customer Service Team
5/5
TrustpilotQuickly resolved
I have had an electrical issue for some time, even after it being recently repaired. After emailing L & Q about this issue, they apologised that I have had to deal with this issue and told me they will send someone out. The electrician was very polite and after initially asking a few questions, he went on to fix my issue within an hour which I was very pleased about.
Hi Sal, Thanks so much for taking the time to leave this 5 star review!We appreciate your co-operation and patience in dealing with the electrical issue. We're so pleased to hear about your positive experience with the electrician and service overall. It's certainly our aim to solve any issues as efficiently and effectively as possible, causing minimal disruption to you day. Many Thanks Customer Service Team
3/5
TrustpilotThe carpenter was fast and did a good…
The carpenter was fast and did a good job. He respected my home and was mannerly.
Hi Emer, Thank you for taking time out of your day to leave us a review. We're glad the carpenter was respectful towards you and your home, carrying out the work so efficiently. Many Thanks Customer Service Team
4/5
TrustpilotEasy to talk too answered any questions…
Easy to talk too answered any questions I asked On time with the appointment
Hi Stephen, We appreciate your 4 star review. It's always our pleasure to answer all of your questions. We're pleased to hear the appointment ran to schedule too! 😊Many ThanksCustomer Service Team
5/5
TrustpilotVery polite attendant done a great job!
Rating only, no written review.
Hi Rose, Thanks so much for your 5 star review and lovely comments. We're so pleased that you've had such a wonderful experience. This has really brightened our day! Many Thanks Customer Service Team
4/5
TrustpilotHot water restored by K & T Heating
The gentlemen who came from K & T Heating on the 10/06/24 did an excellent job in restoring our hot water. Before we were having to heat water to wash ourselves to keep clean and to wash the dishes. We were very happy with their work
Hi Barbara,Thank you very much for taking time to leave us a review.K&T have certainly made us proud, and we're also delighted to hear of the fantastic service you've recently had from them too.Many thanks again for sharing this with us, your feedback is greatly appreciated, and we look forward to assisting you again soon😀Customer Service Team
5/5
TrustpilotVERY GOOD SERVICE
Rating only, no written review.
Hi Bob, Thanks for taking the time out of your day to leave a 5 star review!We're delighted to hear you found our service to be very good. You're feedback is incredibly valuable to us and it's always heartwarming to hear we've done a good job. Many Thanks Customer Service Team
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
Tell us what you need and up to 3 trusted local agents will be in touch.
London has the most, with 2,552 reviews rated 3.1 out of 5, followed by Sidcup with 1,720.
