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.
5/5
TrustpilotI was kept in the loop about what was…
I was kept in the loop about what was happening and when
Hi Joy, Thank you for your 5 star feedback!It's just wonderful to hear. We're so pleased you were kept well-informed at all times, as it's always crucial to ensure that everyone has a clear understanding of what's going on. Thanks again for your review it's greatly appreciated. Many Thanks Customer Service Team
5/5
TrustpilotThe person that attended my property…
The person that attended my property was excellent
Hi Juliana, Thanks for the fabulous 5 star review!We're overjoyed that the person who attended exceeded your expectations. We want to always deliver a top-notch service and these reviews really help us to see we're on track. Many Thanks Customer Service Team
5/5
TrustpilotApplewood fencing are professional tradesmen.
Usually L&Q repairs are not great but recently I had my fence replaced by Applewood construction/fencing. I was very impressed by the professional service, knowledge and workmanship of Ben and the other man helping. It was so nice to have a proper tradesman attend.
Hi Kim,Thanks so much for your glowing 5 star review!That's fantastic news to hear. It's a massive boost to know you appreciated the professional service and workmanship provided by Ben. We sincerely thank you for acknowledging their professionalism and diligence. Comments like these make our day! 😊Many Thanks Customer Service Team
5/5
TrustpilotHow Quick it was to do
Rating only, no written review.
Hi Paul, We really appreciate your 5 star review. Our team always strives to provide a quick and efficient service and we're glad to hear this has been your experience.Many Thanks Customer Service Team
1/5
TrustpilotI have mould in the bathroom
I have mould in the bathroom, pipes are mouldy and green since moving from year 2000 the bathroom is very outdated nothing been changed the only thing changes is my rent it increases every year but when it comes to maintenance nothing gets done I will take this further as I have 2 toddlers in in the house which can make us ill from it.
Hi Sumed, Thanks for writing a review to share your concerns with us. We have noted your issues and we want to assure you that we take them seriously. At present, we do not have any planned works scheduled for your property, however, an order has been raised due to your report of mould in the bathroom. For further help and information, please visit our website.https://www.lqgroup.org.uk/your-home/repairs-and-maintenance/healthy-homesIf your bathroom requires any maintenance or repairs we would be more than happy to help. You can reach out to our dedicated team via lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header. Many Thanks Customer Service Team
5/5
TrustpilotRecommended!
Azraful was friendly and helpful. Responded promptly and answered all my questions regarding the rental!
Hi Mohamed, Thanks for taking the time to leave a 5 star review 😊We're so pleased to hear that you had a positive experience and this was down to Azraful! It's our pleasure to make sure all your questions are answered so you feel confident going forward with the rental. Many Thanks Customer Service Team
1/5
TrustpilotRun for your life away from L&Q!!!!
Wish I could give 0 Stars. L&Q does not have a robust complaints procedure in place you have a corrupt one!!!!You do not properly investigate anything, all L&Q does is try to cover themselves at the expense of discrediting the suffering tenant. You suppress and bury serious complaints in order to not answer and acknowledge your own failings and misconduct and you refuse to respond and when you do it’s all lies, lies and more lies. Causing deliberate delays and denying complaints from moving through your internal complaints process is corrupt and unlawful. L&Q does not take reports of anti-social behaviour or noise complaints seriously in fact you take no action at all. You provide no outcomes or solutions and you are happy to take rent and leave the tenants to suffer in absolute misery. Neighbourhood Lead Officers are not fit for purpose they do nothing.Your goal is not to ensure I live in safety and comfort, L&Q’s goal is to make sure I live in fear, danger, discomfort, distress, misery, ASB, noise, and to ensure I have no peaceful enjoyment of my home that I pay rent for. L&Q are not fit for purpose and they have gotten too big for their boots and they feel like they are not answerable to anyone. L&Q do not play by the rules, and they happily break the rules to suit themselves. Terrible organisation. L&Q will ruin your lives AVOID AT ALL COST!!!!!
Hi Mrs Bancroft, We're deeply sorry to hear about your dissatisfaction and the issues you've been experiencing. As we've said before we do sincerely care about the wellbeing of our residents and take your comments seriously. We understand you have multiple concerns and want to investigate them for you. Again we kindly request that you send us an email detailing your specific experiences and concerns. Please send all your information to lqdirect@lqgroup.org.uk. When sending use 'Trustpilot' as your subject header. We truly want to assist you and alleviate the issues your facing. Many Thanks Customer Service Team
5/5
GoogleRating only, no written review.
1/5
TrustpilotThe worse estate agent
The worse estate agent. So slow in dealing with any issue. I have been trying to re-sale my share owenership apartment, hopefully I won’t be using them again
Hi Saverio, We appreciate you writing a review to share your dissatisfaction. Our aim is to provide a high standard of service so it's disappointing to learn we've fallen short in your experience. We're genuinely sorry for any delays you've faced as we know selling a home can be stressful enough. If there are any specific issues you need help with, please reach out to us via email lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header and we will be sure to provide you with any help you need. Many ThanksCustomer Service Team
1/5
TrustpilotThey never listen or act quick enough
Hi Sharon, Thanks for sharing your review with us. We're sorry you feel we haven't listened to you or acted quick enough. We have a fantastic team here, and we're confident we can put things right if you contact us. You can email lqdirect@lqgroup.org.uk using 'Trustpilot' in your header, and we will do our best to turn things around. Many Thanks Customer Service Team
1/5
TrustpilotAbsolutely horrific is the only way I…
Absolutely horrific is the only way I can describe L&Q, I done a mutual exchange to a property in feb this year, and it was an utter disaster, found out via an email I was wrongfully copied into that this exchange had been refused to the previous tenant due to the house being in a state of complete disrepair, yet they signed me up knowing I was moving with a terminally ill daughter who needed urgent life saving treatment.due to the state of the property, which was filthy inside and out, broken kitchen, unsafe electrics, no bath or shower and no working toilets and thats only a little of the repairs needed, my daughter nearly died not once but twice after getting infection from this property, the hospital consultants were so concerned they wouldn't let my son and daughter return to the property, this has gone round in circles, from the housing assistants to the higher management who dont answer calls or emails, no communication whatsoever in regards to any of it its disgusting, expecting disabled people to live with no means to get washed, no working toilets and electrics that are unsafe , window handles all broken and cant close, no decent homes inspection whatsoever, no rewiring done in this property since it was built in the 1800s, broken kitchen made worse with L&Q removing pipe boxes and wall units and not replacing any of it this caused a mouse infestation that I had to pay to get cleared myself, the staff are always leaving , at present its a stand in housing officer that like the rest cant pick up the phone to return a call nor reply to any emails sent to him, the quicker im away from L&Q the better, and god forbid you apply for an exchange they take months to send one email to the swap partner they are an utter disgrace, one member of staff sent me emails at 12.55am then called me the next morning before 7.30 stating my reply to her email to me which was a basic reply had made her suffer with mental health issues she then started blackmailing me on the phone you couldnt make it up! all complaints ive submitted have disappeared and not been logged what a surprise, and again Ive spent all morning trying to get someone at my housing office and again nobody available its really unacceptable leaving any tenant in this state let alone disabled tenants so my next stop is the newspapers as I cant go on like this a minute longer
Hi Gillian, We truly appreciate you taking the time to share your detailed feedback with us. We are genuinely saddened and concerned to read about your experience, it's devastating to hear of your Daughters diagnosis. On the premise of a mutual exchange, we always carry out an inspection of the property, prior to the exchange going ahead, to make sure it's safe. So it's deeply worrying to hear your comments about the property's current state and how this is impacting on your family's health and living conditions. We'd like to assure you that your case is currently being thoroughly investigated and we intend to grasp completely the full extent of the issues you've encountered. We aim to provide a resolution as swiftly as possible.With regards to the reported behaviour of the concerned staff member this is extremely alarming to us. We have a zero tolerance policy against such actions as blackmail, and this certainly needs immediate attention. We take all feedback very seriously, and in this case it's evident that a thorough investigation is required. We empathise with your situation and would like to invite you to email us directly lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header. We can then add this to the case already open and make sure this information is reviewed.Many Thanks Customer Service Team
5/5
Trustpilot11/6/24
11/6/24Always A 5 Star ServiceI have always had and still have an Excellent service from K&T Heating Efficient and pleasant Engineers Highly recommend
Hi Mary, Thank you so much for your amazing 5 star review and taking the time to share your experience. It's great to hear that K&T are providing a faultless service for our customers on our behalf. These comments are so lovely to see. Many Thanks Customer Service Team
5/5
TrustpilotEmergency service call out to L&Q problem with water pipe that…
I had a problem with water pipe that unexpectedly started leaking terribly. To make matters worse , this happened on a Sunday evening.. I had never called L&Q in an emergency so I was not sure what to expect, but I was surprised at how quickly my information was assessed and acted upon within a reasonable timeframe.
Hi Connie, Thanks for your review and 5 star rating!We greatly appreciate your feedback and we're glad you were satisfied with our emergency response. We know these types of incidents can be pretty stressful, especially when it occurs at an unexpected time. From your words, we're so pleased to know that you are happy with our service. Many Thanks Customer Service Team
5/5
TrustpilotEngineer friendly
Engineer friendly, left area clean and tidy.
Hi Dianne, Thank you for taking the time to leave a 5 star review!😊We are thrilled to hear that you've had a positive experience, and the engineer was friendly and left your home clean and tidy. It's very important for us to ensure we're meeting our customers expectations and going that extra mile for them. Many Thanks Customer Service Team
5/5
TrustpilotGas safety Check
The gas engineer was extremely thorough and polite.
Hi Louise, Your 5 star feedback is greatly received!Thank you for taking the time to acknowledge the engineers professionalism. We believe that a polite and careful approach is key to ensuring the safety and satisfaction of our customers. Many Thanks Customer Service Team
1/5
TrustpilotLaw does not apply to them
Currently rent through them and me and my daughter are being left without water for several days. When I first called, they sent someone out who was not qualified to fix the problem. Now a boiler engineer is needed, they have told me that they will not be raising the job until after the weekend.Do not feel section 11 of the landlord and tenants act 1985 is something they have to adhere to.Keep coming back with, its not their process.
Hi Jason, Thanks for raising you review and bringing this to our attention. Having looked through it seems there may have been some misunderstanding regarding the issue with your water, which has unfortunately led to delays. We understand that although you did have access to water, the issue is specifically with the supply of hot water. Our practice is to appoint the most suitable individual for each specific job based on the work required. If the initial operative identifies that the job requires a different specialist, then we make arrangements for the appropriate person to handle it. Our process involves prioritising works based on their severity, and we assess this when you initially contact us. We regret any delays you've experienced and we're here to provide further assistance if needed. If you could email our dedicated team, we would be more than happy to address any individual concerns you may have. You can do this via lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header. Many Thanks Customer Service Team
4/5
TrustpilotThe revenue service helped me out with…
The revenue service helped me out with my rent going straight to you from my universal credit rather than me sorting it out as I struggle with these kind of things
Hi Lee, Thanks for sharing your 4 star review. We understand that finances can be a struggle, so our team is always keen to provide advice and support to any residents that need us. It's lovely to hear that the team was able to do this for you and hopefully it's a stress off your mind now. Let us know if you need anything else. Many Thanks Customer Service Team
5/5
TrustpilotEverything looks okay to me.
Rating only, no written review.
Hi Esmeralda, Thanks for leaving us a 5 star review!It's a pleasure to hear that everything is to your satisfaction. We look forward to providing you with a great service again in the future. Many Thanks Customer Service Team
4/5
TrustpilotSatisfied customer
Very happy with the recent gas safety check, overall good work by L&Q
Hi Pierre, Thanks so much for the 4 star review. Your safety is so important to us. It puts a big smile on our faces, to hear your satisfied with the service carried out. Many Thanks Customer Service Team
2/5
Trustpilotcomplaint about the gas service .…
Aim expecting a survey about the recent emergency call about gas leak on 17 June and 22 June 2024 ,
Hi Fawzi,Thank you for taking the time to leave us a review.We completely understand that experiencing a gas emergency can be a frightening situation. We want to assure you that our team is already aware of your report and the situation. We can see they are in touch with you regarding this matter Should you need assistance with any other concerns or issues, please do let us know and contact us via email lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header. Our team will be on hand to help you. Many Thanks Customer Service Team
1/5
TrustpilotUsual poor and evasive approach
Usual poor and evasive approach. Fire alarm sounding for hours in communal area. No action, no information.
Hi David, Thanks for sharing your review and bringing this to our attention. We apologise for the fire alarm sounding for hours in the communal area. Please rest assured we raised an emergency order to have this attended to as quickly as possible and this should now be resolved. We understand this situation has caused you distress and the lack of information probably amplified the issue. Please feel free to email us if there's anything else you need assistance with, we are here and keen to help. You can email our team via lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header. Many Thanks Customer Service Team
1/5
TrustpilotL&Q Are The Worst Social Housing…
L&Q Are The Worst Social Housing Landlords EVER!!!!!!! L&Q staff/team and the ‘Head Of Housing’ have been deliberately blocking and stopping my (five separate) serious Stage 1 Complaints from moving through their internal complaints process which is against policy and is breaking the rules. Whenever L&Q do respond to complaints it is always to cover themselves and their failings, and never about the tenant or what they are going through and they never provide a resolution. I sent in ‘5’ separate individual Stage 1 Complaints approximately 8 months ago (and counting), which were all received and in the hands of the ‘Head Of Housing’ who said she was going to respond, but instead she stopped engaging, ran away from the serious failings and their misconduct and discrimination that I highlighted within my complaints and she buried all of my serious complaints and completely stopped them from moving through the two-stage complaints process, this has been done to stop me from being able to take my complaints out and away from L&Q. L&Q constantly break all complaints handling rules, they cause deliberate delays (delays can be in excess of a year) and then they use weak and insulting excuses of backlogs and being away on sick leave etc. They ignore serious reports and complaints and take no action. They treat the tenant who is suffering and making reports with utter contempt. L&Q will leave you living in complete misery and danger while they sit around and do nothing to help, they seem to even get pleasure from the tenant suffering and living in misery. L&Q will ignore MP enquiries. When they do finally respond to MP enquiries after months & months, they just tell the MP a lot of lies to discredit the tenant who is suffering, this is done to try and stop the MP from helping any further. L&Q will knowingly move you into problem properties with problem ASB/Noise Nuisance/Dangerous tenants and leave you there and deliberately ignore all of your reports, they pretend that they are not in receipt of your reports, they will tell you to fill out diary sheets and when you do, they take no action, when you fill in L&Q’s online report forms, they take no action. When you provide CAD numbers they take no action, when you make reports via telephone, they take no action. L&Q are not only a disgusting organisation but a dangerous one. L&Q do not protect their tenants at all, they care nothing about their tenants health, safety or wellbeing their tenants only mean £££ to them. We are being held against our Will in this property, we have no peaceful enjoyment of our home and have not had peace, quiet or safety since the day we moved in to this problem property, our health has deteriorated and is continuing to deteriorate daily all while L&Q, ‘the Head Of Housing’ & ‘the CEO’ do nothing to rehouse us, which they know is urgently needed now and they are all fully aware of everything!!!!We have an indefinite priority rehousing agreement given to us by L&Q when moving into this property, that L&Q are completely ignoring and refusing to honour, whilst leaving us living in danger.
Hi Mrs Bancroft, Thank you for taking the time to share your thoughts and feelings. We understand you're facing a difficult time and we take your concerns seriously. We have a robust complaints procedure in place, and while it may seem frustrating, it's there to ensure all grievances are thoroughly investigated and properly addressed. We also want to assure your that any reports of anti social behaviour are taken very seriously too. To have the best chance of resolving such issues we would need supporting evidence. This helps us to make informed decisions and allows for a thorough investigation so that we can work towards the best possible outcome. As we're lacking some important details that could help us better understand your situation. We're inviting you to get in touch with us directly via email, lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header. This way you can provide us with your information and specific details. Our goal is to ensure you live in safety and comfort and your assistance will be instrumental in achieving this. Many Thanks Customer Service Team
5/5
TrustpilotThe engineer was extremely impressive
The engineer was extremely impressive The engineer was very kind and respectful of my flat.
Hi Kirsty, Thanking you very much for a lovely 5 star review. We're absolutely thrilled to see such wonderful feedback! We always strive to provide an exceptional service, and we're glad our engineer impressed you with his professionalism. Respect of your home is key to us and it's pleasing to hear we're meeting the standards we've set. Many Thanks Customer Service Team
5/5
TrustpilotKath was very professional and helpful…
Kath was very professional and helpful every where she could easy to talk to and deal with. My only gripe was when everyone started leaving the flats they became very cold and damp doors didn't shut properly and our rents went up a bit crazy I'm sure should of been opposite way round
Hi Jason, Thanks for sharing your 5 star review. It's wonderful to know that Kath made your experience so great with her professionalism and approachability. Regarding you concerns about the flats, we understand how such issues can occur but rest assured we are here to address them, so please reach out to our amazing team via lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header. We look forward to resolving your concerns. Many Thanks Customer Service Team
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London has the most, with 2,552 reviews rated 3.1 out of 5, followed by Sidcup with 1,720.
