Trusted Agent profile
★★★★★
2,907 reviews across 3 offices and 3 platforms
LQ has three offices, in London, Sidcup and Warwick. Together they have 2,907 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
2,350
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
TrustpilotLove L&Q great housing
Hi Gary,Thank you so much for your 5-star review!We’re overwhelmed with your kind and heartfelt comment, it’s certainly made our day and we're most delighted you're loving L&Q.We always try our best to deliver a great service and we'll continue working hard to keep delivering that amazing service to you and other residents too.We're looking forward to helping you again, hopefully sometime soon😀Many ThanksCustomer Service Team
4/5
TrustpilotHappy in the end 4 months without…
Happy in the end 4 months without heating and hot water. It works very well now
Hi Jenny,Thank you so much for leaving a review and for sharing your experience with us.We're so pleased you're happy with the outcome with your repair and we're sorry if the issue took much longer to resolve than you hoped for.We can imagine the frustration it causes when we keep losing heating and hot water, but we're truly delighted that everything is now working as it should and your supplies have since been restored.Many thanks again Jenny! In the meantime, we look forward to helping you again soon🙂Customer Service Team
1/5
TrustpilotOctober 2023 waiting for refurbishment…
October 2023 waiting for refurbishment to my apartment 2024 April still waiting for refurbishment and electrician contractors to finish of refurbishment to apartment no electricity to my apartment and no gas to my apartment sadly London quadrant housing association are taking so long to finish of refurbishment I've complained many occasions no response sadly hopefully London quadrant responsible for refurbishment to my apartment sadly 7 months later and I'm still waiting for refurbishment to begin finished
Hi,Thank you for taking the time to leave us a review and for bringing your concerns to our attention.We’re truly saddened to hear of your dissatisfaction, and we apologise profusely if we haven’t provided the service you hoped to receive from us.We’d very much love the opportunity to investigate the delay with your complaint and the outstanding works to your home, as well as providing you with an update on how everything is progressing.To help us achieve this we kindly invite you to email the details to us with your full address where we’ll be more than happy to help and assist you further with your concerns.Our dedicated team here are reachable at lqdirect@lqgroup.org.uk and it’ll be most helpful to us if Trustpilot is used as your email subject on this occasion too.We hope to hear from you soon🙂Many ThanksCustomer Service Team
5/5
TrustpilotMy experience with Mubin Abdul (He/him)
My experience with Mubin (He/him)Lettings Negotiator for L&Q is the best I’ve ever experienced in my letting experience in London housing. The support and professionalism displayed though out was exceptional . If I could I would give him 2 5 starts for excellency. I would highly recommend him to L&Q he deserves huge acknowledgment for professionalism and dedication . Mubin I’m grateful. Thank you.
Hi Wesley,Wow! Thank you so much for your glowing review 😀We’ve absolutely enjoyed reading your journey with us and learning about the fabulous help and support from Mubin.Mubin truly is an asset to the team and his dedication to the role really shines through in your review.Thank you once again for your amazing feedback, it means so much to us and we’re sure Mubin will be over the moon with your kind comments too.Customer Service Team
1/5
TrustpilotWe need new windows and doors
We need new windows and doors - out neighbours have had theirs done. Lots of our windows do not open and have blown. We have never had a new door in 22 years (we fitted the current door) back door needs replacing. House needs painting!
Hi Louise,Thank you for your review!We’re very sorry to learn your home is in need of attention but we appreciate you bringing your concerns to our attention.We’d like to help with the repairs needed and we kindly invite you to email the details to us where we’ll be able to further assist you.We have an amazing team willing to help and we’re reachable at lqdirect@lqgroup.org.uk and it’ll be most helpful if ‘Trustpilot’ is mentioned into the subject line of your email too.As you may already be aware, planned maintenance programmes for component renewals, such as new windows and doors etc are carried out on a yearly basis, and we use the information from a stock condition survey we previously carried out on your home. The information from the survey helps us to understand those properties that are in need most which means your home may be on a different programme to your neighbours’ property. However, this doesn’t mean your home will never have new components it just means your home will be on another programme within a different year. In the meantime, we strongly recommend any repairs needed to the existing components are reported to us as and when required where we’ll be more than happy to help you with these.Many ThanksCustomer Service Team
5/5
TrustpilotIt was really great and a kind man who…
It was really great and a kind man who did his job, I thank you and them right here
Hi Wahidulla,It’s with great pleasure to help you and we’re so happy you’ve had the most amazing experience with our contractor.Thank you so much for your 5-star too 😊We’re looking forward to helping you again soon so please reach out if there anything else we can do for you.Many ThanksCustomer Service Team
5/5
TrustpilotExcellent job very friendly
Hi Donna,Thank you so much for your 5-star review!🙂We’re so happy to learn your recent experience was a good one. It’s always nice to hear of the fantastic work our operatives do so we really do appreciate your feedback.Many ThanksCustomer Service Team
3/5
TrustpilotWe don’t have the services that I am…
We don’t have the services that I am paying for.
Hi Dorothy,We’re thankful for your review and we appreciate you taking time to share your thoughts with us too.We’re saddened to hear you’re not receiving the service from us, and we’d certainly love to learn more as well as helping in resolving any issues that may be of concern to you.Please, feel free to let us know by emailing the details to us at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as the email subject) and it’ll be our pleasure to arrange contact with you.Many ThanksCustomer Service Team
1/5
TrustpilotThe Engineer did not listen to what I…
The Engineer did not listen to what I told him and had little respect that he was in my home performing a service and not a favour
Hi Philip,Thank you so much for your feedback.We're very sorry the engineer failed to listen to you, and we apologise profusely if the service you received didn't meet your expectations.We'd like you to know we're here for you and if you need further help from us, please let us know by emailing our dedicated team at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where it'll be our pleasure to assist you.Many ThanksCustomer Service Team
5/5
TrustpilotMo and Joe the Quarry
It's been a long challenging year whilst waiting for our new home at the Quarry but throughout this time Mo and Joe have always been very helpful and friendly which has helped us tremendously,they are two of the nicest people you could meet.
Hi Stephen,Congratulations on your new home!Thank you so much for sharing your journey with us and we’re deeply sorry it was a long and challenging experience for you, but we’re thrilled Mo and Joe were there to offer their support and hopefully ease your mind throughout the whole process as well.Your feedback has certainly made us proud to know we have such a great team looking after our customers and we’re sure both Mo and Joe will be pleased to know how much you’ve appreciated their hard work too.Many thanks again Stephen and we hope you love your new home just as much as we do 😊Customer Service Team
1/5
TrustpilotSimply the worst.
I have been with L & Q since about 1990 but they’ve really gone down hill, I’m sorry to say but they have. My son and I are disabled and OT have recommended that we be rehoused because our property is unsuitable, it’s also affecting our mental health. They’ve known since 2022 that we need to be moved closer to family because we both needed surgery and I’d need help to cope. Of course, they still haven’t moved us and they don’t want to. My son had major spinal surgery last September and then was rushed back in at the beginning of October due to an infection in the incision. He was off college until after October half term and I had to struggle with him on my own and it was heart breaking to see him in so much pain. My family live 4 miles away but my brother also cares for my dad, so we were in our own, out in the countryside. Even the neighbours didn’t bother. I’m always polite and respectful to everyone, no matter what but now I’ve just about had enough. L & Q have known we needed to be moved since 2008 because of my violent ex partner who threatened to kill us but nothing they can do. Our health has deteriorated greatly and disabilities have got worse. I had a phone call from Friday offering me a date for my operation for May 3rd but I had to ask them to put it back because we’re still here. I’m high risk because of swelling in my legs that can only be removed via liposuction, I have this in my arms too, it’s called lipoedema and it’s not nice, can be painful. Because of this there’s a high risk of infection, which will lead to amputation. But when my doctor applied for funding for the liposuction, they said no, because it’s cosmetic! It’s quality of life, not cosmetic. L & Q know about all this and still they don’t care. They sent us a letter last year because they couldn’t gain access to do essential repairs, they said I refused, which is a lie because they kept making appointments without checking first, my son and I had a lot of hospital appointments last year due to our upcoming surgeries. They said they phoned but they didn’t. They are simply the worst. I e been in tears with my pain, I need the surgery and I broke down seeing my son in so much pain after his surgery. I would never, ever recommend L & Q to anyone. Julie Kingsley.
Hi Julie,Thank you so much for leaving us a review and we're truly saddened you feel our services have declined over the years.Although you've had a disappointing experience, we still value your feedback, and we sincerely apologise if we’ve failed to meet your expectations and most importantly for the upset caused to you.It certainly isn't our intentions to make you feel this way, but rest assured we've taken onboard your feedback as we're always looking at ways to further improve the service we deliver, and your review will certainly help us along the way.Furthermore, we're also saddened the outcome of your moving application wasn't what you hoped for and we're sorry to learn of your own personal struggles and that of your sons too. We can imagine it must be difficult for you both and we can honestly understand why you’re looking to move home.As you may already be aware, we closed our housing transfer option a good few years ago now and all residents that were previously on the waiting list had to reapply and provide substantial evidence to support their application. As soon as we were in receipt of the application and sufficient evidence, we would then submit a medical assessment to our independent medical advisor for advice. This of course wasn't an easy decision to close our transfer list and it was purely because the demand for housing is so high and it could take many years to move home via this option.However, there are other options available to move that you may wish to consider. We’re finding the most effective option is via a mutual exchange and full details about the scheme are available on our website or by following the link provided below. We hope you find the information helpful.https://help.lqgroup.org.uk/help/tenant/housing-options/mex-how-toAlternatively, you’re more than welcome to seek advise from your local authority who may also be able to help with your housing needs.If of course we can be of further help or if you have any questions, by all mean please reach out to us and we’ll be sure to provide help and support wherever we can.Contact with us is welcome through any of your preferred channels or by email at lqdirect@lqgroup.org.uk where we kindly request ‘Trustpilot’ is used as your email subject.Many ThanksCustomer Service Team
5/5
TrustpilotGood and professional service
My experience with L&Q was really good from the flat viewing up to moving in. All L&Q collaborators I interacted with were very professional and made the process easy with no headaches. Highly recommend
Hi Susana,Thank you very much for your 5-star review! 😊We appreciate your feedback and for sharing your journey into finding a new home. It’s certainly reassuring for us to know all went well and smoothly too.It really is with great pleasure to read such amazing feedback so many thanks once again for your amazing review and we wish you lots of happiness in your new home too.Customer Service Team
5/5
TrustpilotI appreciate that l&q understand my…
I appreciate that l&q understand my situation what I face and try to sought it out. By the end of service I was relax and happy. I appreciate Darcy who deal with this metter when I complaint and sought out this metter with kind and well understanding. Thanks
Hi Richa Richa,We welcome your review and we pleased you’ve had a great experience with us.We’re sorry you felt the need to complain but we’re proud to hear Darcy was there to help ease your mind as well as offering help and support in resolving the issue for you.This is truly lovely to hear, and it makes us happy to know you’re feeling more relaxed and happier with the outcome.We’re always here for you should you need any help and it’ll always be our pleasure to help you 😊Many ThanksCustomer Service Team
5/5
TrustpilotAlfie was a fantastic plumber couldn't rate him enough
The young lad that came to do the repair his name was Alfie he was brilliant couldn't do enough for us he fitted a new set of taps and then I told him the shower tap was stiff so I couldn't change the temperature so he fitted me a new one and shower aswell.
Hi Nicola,Thank you so much for your awesome review!😊We absolutely love your feedback for Alfie and we’re super proud to hear he went above and beyond.This is truly fantastic and a huge thank you for sharing this with us too.Many ThanksCustomer Service Team
4/5
TrustpilotGood service quick and efficient
Engineer quick efficient service carried out. Thank you
Hi Marlene,We’re delighted you’ve had a 4-star experience.It’s always a pleasure to learn of the fantastic service received whilst our engineers and operatives are spending time in our residents’ homes, so we really do appreciate and value your time in sharing this with us.Many thanks again and we look forward to helping you again soon 🙂Customer Service Team
1/5
TrustpilotAwful experience I would not recommend
Awful experience I would not recommend this company unless you have unlimited time to deal with problems. Several issues since the start of the process. But since moving in there have been further problems showing that the checking of properties is not adequate. For example, freezer door left open and needing to be defrosted and cleaned on the move-in day. Heating not checked radiators not all working. No manual for heating system, still not provided. Integrated fridge door broken not highlighted on check-in, still waiting for it to be replaced. Issues with water temp in shower still not addressed. Washing machine dirty significant build up of pet hair and L&Q refuse to use their cleaning team to address this. Blinds dirty marked, bugs on them, cobwebs etc. I’m constantly calling L&Q and they ask me to call back every few days. Promised cleaning and then after 12 days told it won’t be happening. I would not recommend this company. Still waiting for them to a acknowledge my complaint after 10 days. They don’t appreciate how much time and disruption it causes to raise issues and have contractors attend the property.
Hi Ash,Thank you so much for taking the time to leave a review and for expressing your concerns with us.We’re extremely sorry to learn there’s several issues with the property and you felt the need to complain, but we honestly understand and appreciate your reasons for this.We’d very much love to be given the opportunity to further assist you and to investigate the cause of the delay with your complaint as well as ensuring you receive a full response from us,To help us achieve this we kindly invite you to email the details to us along with your full address to lqdirect@lqgroup.org.uk, and It’ll be a great help to us too if ‘Trustpilot’ is used as your email subject on this occasion.Feel free to reach out to us at any time and it'll be our utmost pleasure to help 🙂Many Thanks Customer Service Team
1/5
TrustpilotStressful, poor communication and several changes to the move in date
L&Q would only give a provisional move in date despite all tenancy checks coming back (this should have been a red flag). This seemed to work in their favour as they changed the move in date several times and they stressed the fact the date was 'only provisional.' This caused a lot of stress and disruption. The full contract was only received at 3pm the day before the move in. The day before I was told the move in could be next week or a couple of weeks. It was not good enough when you need to organise a move and book time off work. I was told the delay was due to the gas engineer which was a part of the L&Q company, the delays were blamed on poor communication within the team. I received phone calls with several problems and not a lot of detail or reassurance about how they planned to resolve the issue. I have never had this experience with a letting agent before, it felt chaotic and unnecessarily stressful. I did find the letting agent Sefik who organised the viewing and reservation very helpful, thank-you to him.
Thank you for leaving a review following your recent journey with our lettings team.We’re truly saddened to learn you had a stressful experience and we apologise profusely for the upset this may have caused you at the time.Whilst we appreciate and understand your disappointment, we’re most grateful to you for sharing your thoughts and feelings with us as it helps us to understand where we could potentially make improvements to ensure a better service is being delivered to other customers as well.Many thanks for your kind words for Sefik, they mean a lot to us and most importantly we’re delighted you had a helpful viewing and reservation experience.In the meantime, we sincerely hope you’ve settled well into your ne home and we wish you every happiness too. If of course there’s anything you’d like our help with, please kindly reach out to us at anytime and it’ll be our pleasure to do our utmost for you.Many ThanksCustomer Service Team
5/5
TrustpilotOur letting negotiator was very…
Our letting negotiator was very friendly and professional during our search for a home. Mubin went an extra mile to not only finding us a new home and followed up to finish. I would recommend Mubin for his amazing tenacity and excellent customer service. L&Q has got one of the best letting negotiator in London housing market. I do recommend him for everything he’s done for us. Thank you Mubin and I’m grateful to L&Q for offering us a home.
Hi Lilian,Thank you very much for your 5-star review and for sharing your journey with us.Your heartfelt comments for Mubin mean the world to us and we're sure Mubin will be chuffed by your amazing feedback too.It truly is wonderful to know he's delivering a fabulous service and helping our customers with their journey into finding a new home.Many thanks again for sharing your experience and feel free to reach out to us if there's anything else we can do for you. In the meantime, wishing you lots of happiness in your new home and we hope you make many happy memories too😊Customer Service Team
1/5
TrustpilotCommunication is appalling
Communication is appalling. You refuse to answer my question about my rent.
Hi Anne,Thank you so much for your review and for sharing your feelings of dissatisfaction with us.We always strive to offer the best service to our residents so it's naturally concerning for us to learn we haven't answered your question relating to your rent account.We'd love to make amends and offer further help and to help us make it possible, we kindly invite you to email the details to us here at lqdirect@lqgroup.org.uk (with 'Trustpilot' in the subject line) where one of our helpful advisors will gladly do their utmost to help you.Many ThanksCustomer Service Team
4/5
TrustpilotNew Tiles
The appointment on the 08/04 was not a plumbing appointment as you have said and as the worker thought but for New Tiles. Very bad communication between departments !!! Luckily the guy who came to my home was able to put up new tiles for me.
Hi Shirley,Thank you so much for taking the time to leave us a review and for sharing your recent experience with us.We're saddened to learn there was some confusion with how the repair was raised and we offer our sincere apology for any disappointment this caused. Whilst we appreciate sometimes things do go wrong, we're pleased you’ve taken the time to let us know and most importantly our operative managed to complete the repair for you. In the meantime, we’ve certainly taken onboard your feedback and we'll be sure to note your experience as it’s important for us to learn when things like this happen too.If of course we can be of further assistance, please let us know and it’ll be our pleasure to help😊Many ThanksCustomer Service Team
5/5
TrustpilotTurned up in the allotted time slot
Turned up in the allotted time slot , dealt with the problem
Hi Carol,Thank you so much for letting us know about your recent experience with us.It's so lovely to know everything went well with your appointment and the issue was resolved at the same time too.It means the world to us to learn of our resident’s experiences so a huge thank you once again for your positive review and for rating us so highly.It's always with pleasure to help and we're here for you if there's anything else we can do for you😊Customer Service Team
5/5
TrustpilotGreat service
Great service. Thank you.
HI VJM,Thank you so much for leaving us a review!🙂You’re most welcome and we’re over the moon you’re happy with the great service you’ve received from us.We’re delighted with your 5-stars too and we’re looking forward to helping you again soon.Many Thanks Customer Service Team
1/5
TrustpilotI have sent the email and I have had no…
I have sent the email and I have had no reply from l&quadrant, I feel like I am given the run around ,I just want to know the date my fence panel are going to be replace,after my message on trust pilot I got a dm from l&quadrant asking for my details ,I sent them my details twice and they have done nothing .
Hi June,Thank you so much for taking team to leave us another review.We are currently experiencing high volumes of emails at this present time which is causing a delay, but rest assured you'll be sure to receive a response to your email at our very earliest opportunity.In the meantime, we sincerely apologise for the continued delay, our staff are doing everything possible and they’re working hard to respond to all emails as quickly as possible and we’re confident you’ll receive a response soon. We've also passed your review to our Customer Liaison Officer who we understand is also looking after your complaint and we've requested an update is provided on how your complaint is progressing too.Many ThanksCustomer Service Team
1/5
TrustpilotI use e mail as the phone is always too…
I use e mail as the phone is always too busy but a date is never given and a contractor is given the task of making contact but they dont!
Hi Maurice,Thank you so much for your review!We're really sorry to hear this and we'll be more than happy to investigate why there's a delay with the works.We can imagine the disappointment this is causing but if you email the details to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) it'll be our pleasure to help and arrange for a dedicated team member to contact you.Many ThanksCustomer Service Team
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London has the most, with 2,566 reviews rated 3.1 out of 5, followed by Sidcup with 1,731.
