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.
4/5
TrustpilotThe engineer was very friendly and very…
The engineer was very friendly and very efficient.
Hi Jonathan,Thank you very much for your 4-star review!Your feedback is valuable to us and it makes us proud to know you’ve had a positive experience, and most importantly you received a polite and efficient service too.Many thanks again for sharing this with us and we’re looking forward to helping you again soon.Customer Service Team
5/5
TrustpilotPositive experience
Today 18th March we had a gas inspection by sure maintenance on behalf of L&Q.We live at peel road hale wa15 9hn.The engineer who carried out the job was Called Siri and he was a very competent and courteous gentleman.A real credit to his company.Thank you Siri for the great service you provide.
Hi Mike,Thank you so much for your fabulous review! 🙂Your praises for Siri at Sure Maintenance mean the world to us and we're so pleased he's delivering an amazing service to our residents.We love hearing about the great work our contractors are doing so many thanks again for sharing this with us.Customer Service Team
3/5
TrustpilotReporting the fault
Reporting the fault1st call, said he would call me back the next morning, no phone call. 2nd call, requested a call back, never happened. 3rd phone call, was told there was no record of any calls and there was a fault with your IT systems, but eventually managed to report the fault, block toilet and the repair team responded quickly, just a shame reporting it in the 1st place was a shambles
Hi Martin,Thank you so much for sharing your recent experience with us.We’re very sorry for the frustrating experience you initially encountered, it should never of happened this way, but we appreciate you letting us know.We're pleased the repair was finally arranged and the issue was resolved quickly for you. This is great news to hear but once again our sincerest apology to you for the trouble and inconvenience this may have caused.Many thanks for your feedback Martin, we truly value your review and feel free to let us know if there’s anything else we can do for you.Customer Service Team
5/5
TrustpilotRepair experience
L&Q will always try to get you the earliest appointment possible and try to accommodate the time especially if you work.
Hi Teresa,Thank you so much for review! 😊We're most grateful for your kind words. Indeed, we'll always offer the first available appointment and request any special requirements to help our residents.We appreciate you sharing your thoughts with us and it's lovely to know you're loving the service we deliver too.Many ThanksCustomer Service Team
1/5
TrustpilotApart from the hot water
Apart from the hot water, I was told again last year that the front gates would been fitted in Feb 24 to help stop people sitting on the front door-step (which they still are) and although I came to L&Q 1-3-24 it would be classed as a priority case it still has not been done.
Hi Ernie,Thank you so much for your review regarding the front gates and we're very sorry if the works are taking longer than expected.We certainly feel your dissatisfaction when this happens, but rest assured the works will be completed. It's understood the works are scheduled for the first available appointment and if our maintenance team can bring the date further forward, they'll be sure to do so but this is subject to availability.We hope this information helps to gain your reassurance that we haven't forgotten about the front gates, and we endeavour to complete the works at our earliest opportunity.If of course you have any further questions, feel free to contact us by email at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where it'll be our pleasure to help you.Many ThanksCustomer Service Team
5/5
TrustpilotHUGE thumbs up for Swale!
Swale seem to be going from strength to strength. In the early days of engagement with Swale, it often seemed to be a bit 'hit or miss' in terms of timescales and visits. The whole process now seems to be more streamlined and refined, and the personal engagement these days from Swale is second to none. Very happy to have Swale 'on our side' when it comes to key matters such as gas, boiler and other electrical checks. Thank you Swale and L&Q for engaging such a competent and friendly company. Keep up the great work.
Hi Graham,Thank you so much for your 5-star review! 🙂We love your huge thumbs up for Swale and we're chuffed that you've seen a much-improved service from them. This is fantastic and it's certainly reassuring for us to hear this too.Many thanks for sharing this with us, your feedback is much appreciated and we're sure Swale will be over the moon with your glowing review too.Customer Service Team
5/5
TrustpilotThese two emergency repairs were…
These two emergency repairs were promptly attended thank you.1-Toilet Malfunction Repaired Satisfactory.2-Shower Malfunction requires part to be ordered which is available locally as per engineer Alas been given another three weeks 1for work to be carried out.This is very unsatisfactory as due to medical issues I find it almost impossible and dangerous to get in and sit down and get out of the bat safely.I live on my own.I can stand in bath and shower ok which is necessary every day even during the night at times.I asked today if my call out could be expedited,The young lady who was unbelievably so helpful tried her best but alas as a last resort she kindly emailed her manager to try and help the situation.I was kindly advised to await for a text regarding any change that might occur.Thank YouRegards Mr J White
Hi Sean,Thank you very much for leaving us a review and for sharing your recent experience with us.We're pleased our maintenance team attended quickly to the two emergency repairs and it's great to see the issue with the toilet was fully resolved.We're sorry to learn a further appointment is needed to return and complete the shower repair and we fully appreciate and understand why waiting for the next available appointment isn't suitable for you, but we trust your situation is being investigated by our maintenance team and they'll be sure to update of any changes. In the meantime, if there's anything further we can do to help, please let us know by reaching out to us by email at lqdirect@lqgroup.org.uk and by using 'Trustpilot' as your email subject.You’re welcome to contact us at any time and it’ll be our utmost pleasure to help😊Many ThanksCustomer Service Team
1/5
TrustpilotReally awful experience with L&Q Energy…
Really awful experience with L&Q Energy who are part of L&Q Group. They own the contract for our heating unit network in our building. My tenant was without heating for 16 days in sub zero temperatures. It was shambolic trying to get them to set up an account and send an engineer to repair the Heating Unit. We raised the issues with the complaints & feedback line and they have completely ignored us. There seems to be no accountability at all for how we have been treated and it seems that they can do what they like as they are not part of any ombudsman scheme. If you are thinking of buying a flat that is tethered to L&Q Energy I would say avoid at all costs.
Hi Juliette,Thank you for leaving a review following your experience with our L&Q Energy Team.It saddens us to learn you’ve had a disappointing experience and we apologise profusely for the upset this may have caused you too.We’ve certainly taken onboard your dissatisfaction as your feedback helps us to understand what went wrong and where the team could do better in ensuring loss of heating issues are dealt with more efficiently.If of course there’s anything further we can do for you, please let us know and we’ll be more than happy to help. We have a fabulous team here and you’re more than welcome to email us at lqdirect@lqgroup.org uk. It’ll be most helpful to us as well if ‘Trustpilot’ is used as your email subject when contacting us on this occasion.Many ThanksCustomer Service Team
2/5
TrustpilotI am.glad that my repair is finally…
I am.glad that my repair is finally complete as this was logged in 2022.
Hi Yasmin,Thank you so much for taking the time to leave us a review!We value your feedback and most importantly we're also thrilled the long outstanding repair was recently completed for you. We sincerely apologise if the repair took much longer than expected, we certainly feel the frustration when this happens and we're truly sorry for the disappointment this may have caused you as well.Many thanks for your feedback and please feel free to let us know if there's anything else we can do to help.Customer Service Team
5/5
TrustpilotL&q a lovely lady
The lady that helped me at l&q was so so lovely she really helped me and was so kind my young son was shouting in the background and she was so accomodating
Hi Annie,Thank you so much for your glowing review! 😊It's so lovely to hear our Customer Service Advisor was understanding and helped you with your enquiry. Your contact with us has made us proud to know we have such a great member of the team.We'll be sure to share your kind words with the Customer Service Advisor you spoke to and we're sure she'll be just as happy as we are to read your kind comments too.Many ThanksCustomer Service Team
4/5
TrustpilotK&T Heating maintenance people
K&T Heating maintenance people were very helpful, polite and understanding. Listened to what the problems were. Came back and fitted new boiler and cleaned up after themselves.
Hi Lisa,We welcome your review and we’re so happy you’ve had a great experience with K&T.We really do appreciate your feedback as it helps us to understand what’s going well with our contractors too, so thank you once again for sharing your experience with us.Customer Service Team
5/5
TrustpilotGreat housing, no problems
Great landlord and no issues x
Hi Abc Florist,Many thanks for your fabulous review! 😊Your feedback has certainly made our day and we’re thrilled you’re loving L&Q.If there’s anything we can do for you, please let us know and it’ll be our pleasure to help.Many ThanksCustomer Service Team
1/5
TrustpilotHot water and heating/boiler issues
Hot water and heating/boiler issues, waited in for repairs for over 36 hours in one week, boiler still broken, issue not resolved and L&Q claiming it’s been resolved - lack of hot water and cold showers seems to me to suggest it’s not resolved
Hi E barn,Your feedback is important to us, and we would like to thank you for raising your concerns with us here,We're very sorry you’re still experiencing issues with heating and hot water supply, and we sincerely apologise if the repairs previously carried out hasn’t quite fulfilled your expectations.We would love to have the opportunity to assist you further with your concerns and look at ways we can help put this right for you.To help us achieve this we kindly invite you to email the details to us at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) where our dedicated team will be more than happy to help.Many ThanksCustomer Service Team
5/5
TrustpilotGreat experience
Great experience. Job was dealt with perfect.
Hi Florence,Thank you so much for sharing your experience with us.We’re delighted you’ve had the best possible experience and it makes us happy to know everything went perfectly for you.Your feedback means the world to us and it’s certainly the kind of service we always aim to deliver too.Many thanks again Florence!😊Customer Service Team
4/5
TrustpilotThe young man from SWALES was very…
The young man from SWALES was very helpful and fixed the problem very quickly.
Hi,Thank you so much for your amazing review!We're thrilled the engineer from Swale was helpful and done a fabulous job in rectifying the issue so quickly for you. This is truly fantastic and most importantly we're pleased you received great service from them.Many thanks again for sharing this with us, it's much appreciated and we're looking forward to helping you again…..hopefully sometime soon 🙂Many ThanksCustomer Service Team
1/5
TrustpilotGet professional people on the customer…
Get professional people on the customer services m, pay attention to air flow in the flats use at least 50% good quality doors and windows and good quality of bathroom and tab
Hi Alan -Ahmed,Thank you so much for leaving us a review!We value your feedback, and we thank you for taking time to share your thoughts with us too.We're truly saddened to see your 1-star review, but we'd like you to know we're always willing to discuss any concerns you may have in more detail with you.Please feel free to email your details and concerns to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) and our dedicated team here will be more than happy to help.Many ThanksCustomer Service Team
5/5
TrustpilotExtremely polite and kind
The plumber was extremely polite and very kind how he spoke with me .I felt very comfortable. I have a disability and he bared with me with things .he was very polite and fixed my issue straight away .
Hi Lee,Thank you so much for your review and we're over the moon you've had a 5-star experience.It's so nice to hear our plumber delivered an amazing service and you felt comfortable at the same time too. This is certainly the kind of service we expect from our maintenance team as well so thank you once again for sharing your recent experience with us.We're always happy to help and we're looking forward to helping you again soon😊Many ThanksCustomer Service Team
4/5
TrustpilotThe guy was very friendly and fixed the…
The guy was very friendly and fixed the shower but the whole thing wasn’t fixed as the full job wasn’t passed to him so I need to wait now for some1 to come back to finish
Hi Steph,Thank you so much for your 4-star review!🙂It's lovely to hear our operative was friendly during your recent appointment and it certainly makes us happy to hear this too.We're so sorry another visit is needed to complete the repair; we feel the frustration this can sometimes cause, and we sincerely hope it hasn't caused too much of an inconvenience as well.We trust the repair is in great hands to ensure the works are completed but if for any reason you need help from us, please kindly let us know by email at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where our dedicated team will be more than happy to help you.Many ThanksCustomer Service Team
4/5
TrustpilotPositive repair …
The experience was positive because the operative knew exactly what he was doing it took about 5 minutes and was a follow up of a previous visit. The time waiting on the phone is definitely an issue..
Hi Susan,Thank you so much for leaving us a review! 😊We really do value your feedback and we're pleased you've taken time to share your experience and thoughts with us too.We're over the moon you've had a positive experience and it's also reassuring for us to know your repair appointment went well for you.We certainly sympathise with you for the difficulties our residents are sometimes experiencing with our phone lines and whilst we appreciate at certain times of the year this is proving to be an issue, we'd like to reassure you we're doing everything we can to try and improve this service moving forward. In the meantime, we thank you once again for your kind review and please feel free to let us know if there's anything else we can do to help.Customer Service Team
1/5
TrustpilotRepairs
I have been waiting for l&q to do my fence panels which I have been told from work man it's l&q responsibility as its on road side,it has bee over 7 months ,also I had a leak from a pipe in my bathroom and I have been waiting for months for l&q to box in the pips as they removed the last one,I am disabled and keep my mobility scooter in the garden and I'm worried about it getting stolen, I think this is not right, the l&q repairs team are letting down there tenants, I have been calling for months and all they do is send a email,but o get no updates or anything this is unacceptable.
Hi June,Thank you for your review and for bringing each of your repairs to our attention.We're extremely sorry for the continued delay in completing the repairs, we appreciate the frustration this causes but we'd very much love to obtain an update and share the details with you.To help us make it possible, we kindly invite you to email the details to us, along with your full address where our dedicated team will be more than willing to help.We're reachable at lqdirect@lqgroup.org.uk and we it'll be most helpful if 'Trustpilot' is mentioned in the subject line of your email too.We look forward to hearing from you soon 😊Many ThanksCustomer Service Team
5/5
TrustpilotMAINTENANCE DEPT. LQ THE OVERALL MANAGER MO VERY VERY POLITE and very understanding as I am lq Disabled Resident to date.
THE OVERALL MANAGER MO VERY VERY POLITE AND VERY RESPECTFUL WHEN SPEAKING TO ME AND THE CHAP DOING THE JOB. PLUS THE MANAGER MO CALLED THE GENTLEMAN TO MAKE SURE HE DID THE JOB AND FINISHING TIME HIS MANAGER VERY PROFESSIONAL ON BEHALF OF LQ APPRECIATED VERY MUCH THANK YOU MO. THE LQ MAINTENANCE MAN DID A GOOD JOB IN MY HOME ALSO. THANKYOU....FATIMA RESIDENT LQ.
Hi Fatima,Thank you so much for your amazing review! 🙂We’re overwhelmed by your kind comments and praises for Mo; it certainly makes us happy and proud to know we have such a wonderful and helpful staff member doing their utmost to help our residents.It's great to hear you’re pleased with the outcome too, and it also makes us happy to know our maintenance operative done a fabulous job.Thank you once again for your feedback, it’s greatly appreciated, and we very much look forward to assisting you again soon.Customer Service Team
5/5
TrustpilotL&Q always give a 5 star service.
L&Q are always very helpful and take time to sort repairs out to a very good level of service. L&Q are always polite and their employees are always very helpful and keep you updated on any work they carry out.
Hi Debra,Thank you so much for your wonderful review and we can’t thank you enough for taking time to share your feelings and experiences with us too.Reading your review has certainly made us smile and we're truly overwhelmed with your heartfelt comments you’ve kindly shared with us 😁Many thanks again Debra! It's with great pleasure to help you and we're looking forward to helping you again soon.Customer Service Team
1/5
TrustpilotL&Q a complete mixed bag .. some good but mostly poor
L&Q do not treat tenants the same as others.. some houses are brought up to date whilst others (like mine) are just side-lined time and time again.. No new kitchen despite being told in 2018 we would then no record of it.. told that after our back garden had undergone drainage works, the fences would be replaced and the ground levelled... none of that happened and we are still flooding now.. again they have no record... the rents have gone through the roof and we are living with damp and mould which is going to be looked at tomorrow.. The star is because the social media staff are very helpful and understanding...
Hi Deborah,Thank you for your review and for taking time to bring your concerns to our attention.We’re extremely sorry to hear there’s a number of issues that are concerning for you and we apologise profusely if we’ve failed to provide you with the help you were hoping to receive from us.As you may already be aware, planned maintenance programmes for component renewals (such as new kitchens and bathrooms 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 and identify the properties that are most in need therefore it’s not unusual to see your home on a different programme to your neighbours. This is quite often the case, and we can truly say it wasn’t our intentions to make you feel as though some residents are treated differently, it just means your home will be on a different programme of works within a different year, but we certainly sympathise with your frustration and the upset this has caused.We’re also sorry to hear of the flooding issues as well as the mould and damp and we certainly understand why both issues are an additional worry for you too. It’s great a visit has already been arranged to assess the mould and damp and we look forward to receiving our contractors report so we can further address the problems that is causing this to happen.In the meantime, we’re most grateful for your kind words for our social media team, they truly are an amazing team, and we’re delighted you’re loving the service you receive from them as well.Furthermore, if there’s any more we can do to help, you’re more than welcome to contact us by email at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) where our dedicated team will be more than happy to help with any concerns or enquiries you may have.Many ThanksCustomer Service Team
5/5
Trustpilotthe locksmith was friendly and listened…
the locksmith was friendly and listened to what I needed done. he made me feel comfortable, offered options and was willing to help as much as possible. the entire experience was nice.
Hi Mrs Damba,Thank you very much for your amazing review!We’ve enjoyed reading your review and it’s lovely to know our locksmith was friendly and helpful. It's also nice and reassuring to know you felt at ease whilst he carried out the repair in your home.We're truly delighted you’ve had such a wonderful experience and we can’t thank you enough for sharing your experience with us too.Many thank again Mrs Damba, and we’re looking forward to helping you again soon.Customer 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.
