Trusted Agent profile · London
★★★★★
2,479 reviews across 2 platforms
29-35, West Ham Lane, London, E15 4PH
Part of LQ, see every office.
LQ's office in London, at 29-35, is rated 3.1 out of 5 across 2,479 reviews on two platforms, including 411 Google reviews rated 1.9.
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Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotExcellent service friendly staff thank…
Excellent service friendly staff thank you
Hi Happy Hammer, Thank you so much for your amazing feedback! 😊 We're absolutely thrilled to hear your fantastic comments and so glad you had such a great experience with us. Thanks again for sharing, and we look forward to helping you again soon! Customer Service Team
1/5
TrustpilotL&Q extreme awful repair service.
L&Q and their contractors are the most incompetent with lack of process to fix the waste pipe blockage, even though the waste water is upraising from the above flat. The contractors and L&Q are not bothered to get the issue resolve. Spend all day yesterday chasing L&Q to try and speak to supervisors for an update and the customer services adviser (Pamela) send email to various persons in the senior leadership team but no avail and no communication up till now.
Hi Olanks,Thank you so much for bringing this matter to our attention.We're truly sorry to hear about your dissatisfaction, and we completely understand why this situation is concerning for you. We also offer our apology for the delay in resolving this issue and for not meeting your service expectations.We would very much appreciate the chance to further investigate this matter and provide you with an update on how the repair is progressing.To assist us with this, we kindly ask you to email your details to us at lqdirect@lqgroup.org.uk (please mention 'Trustpilot' in the email subject) where one of our advisors will be more than happy to assist you.Many Thanks,Customer Service Team
1/5
TrustpilotMy home is full of damp
My home is full of damp. This will affect our healths.My cupboards are rotten with damp and coming off the walls in the kitchen. My bathroom is a mess it leaks and damp.Gap under floor boards and floor is so huge that mouse travel through. The house does not hold heat . Cowboy jobs only from LQ is a terrible service. Surveyors have come to my property telling am getting a new kitchen and bathroom and nothing every year. I have been living here for nearly 20 years and this house is rotting. Hackney council has given their properties new kitchen and bathrooms twice and nothing from LQ . Bad bad service .
Hi Natasha,Thank you for sharing your concerns with us. We truly understand your frustration and we sincerely apologise if our services have not met your expectations. We're also deeply sorry to hear about the issues you've been experiencing with your home, including damp, leaks, and the overall condition. We understand that we recently conducted a mould and damp assessment, and our Healthy Homes team has arranged for repairs to address these issues. If of course the problems persist after the repairs are completed, please don't hesitate to let us know so we can provide further assistance.We also acknowledge your dissatisfaction with your kitchen and bathroom. Typically, new component renewals are part of our yearly Planned Maintenance Programmes, and we use the information from the stock condition survey to help us decide which homes are most in need. We’re unfortunately unable to provide details on any future programmes but we're ready to assist with any repairs needed for your current kitchen and bathroom.With this in mind, by all means feel free to contact our dedicated team here with your concerns and we'll be sure to do our utmost for you. We're reachable by email at lqdirect@lqgroup.org.uk and we request 'Trustpilot' is used as your email subject on this occasion.Many Thanks,Customer Service Team
1/5
TrustpilotAvoid at all costs!!
Giving 1 star simply because I cannot leave 0.By far the worst 'landlords' ever. They do not care for tenants at all. They do not uphold any of their responsibilities as a landlord. They do not listen to or even acknowledge their tenants. You want to report a repair or issue? Don't bother. Honestly. You will be ignored. I've had no bathroom basin for 10 months, I have health issues and 2 dependents live with me (one under the age of 5).I've had multiple contractors submit reports to L&Q stating new windows and skylight are needed as the current ones are outdated and dangerous. They ignore these reports. My estate had no neighbourhood lead for 8 months, if you contacting to ask who we should be contacting, always a different name but none of them ever replied. The area manager.... I'm not sure she is aware how emails or telephones work as she never responds. Local MP contacted an employer even higher than area manager....she lied through her teeth to him saying there were leads visiting the estate. We pay a service charge for the upkeep of the 'Office'....an office none of the leads who have shown their face here were even aware of and is in fact used by a completely different company. Avoid these at all costs....even if you are desperate for housing. They will make your life a misery.
Hi Snow White,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 that there are several issues of concern for you, and we appreciate you bringing these to our attention.We’d love the opportunity to further assist you with each of your concerns and explore ways we can work with you to resolve them.To help us achieve this, we kindly invite you to email the details to us at lqdirect@lqgroup.org.uk. It would also be greatly appreciated if you could use ‘Trustpilot’ as your email subject on this occasion too.We value your feedback and will use it to improve our processes and ensure better communication and responsiveness in the future.Many Thanks,Customer Service Team
5/5
TrustpilotRecommended!!
Lettings negotiator Gemma and Tenancy progression coordinator Tina were very supportive for us and professional in terms of the letting process, so we could finally move into this great place.
Hi Young Han,Thank you very much for your fabolous 5-star review!We're so happy to hear that you had a positive experience with Gemma and Tina. We strive to provide our customers with a smooth and enjoyable lettings process, and it's great to know that they were able to help you find your new home. We're truly delighted with your kind words, and we wish you well as you continue to make your new home yours! 🙂Many ThanksCustomer Service Team
1/5
TrustpilotThe worst company ever (after British…
The worst company ever (after British Gas) stay away, They don’t reply to your emails or calls, they lie to you, yes!I was told I need to take this appointment for repairs that wasn’t convenient for me at all because there are none left or I will have to wait for end of inspection appointment (which was another 6 months and I was already waiting for that repair for 6 months!! Yes , that’s how long it took them to deal with it) then two days later after speaking to the manager and telling them I will report them suddenly loads of appointments available. Useless company and people that work for it, my 8 year old nephew would do a better job and that’s not just my opinion, higher percentage of one star than any others tells you something. I reported my last repair ( I still reported in my one year period) and they were trying to tell me it’s too late!! Because they left it too late with the builders!! Over a year living in the property my all repairs are still not done When you report them to housing omnibus they suddenly start working, (still not the best) I wonder why I can go on and on this L&Q don’t bother replying, not interested in your useless excuses , because that’s what you will give me STAY AWAY
Hi Patrycja,Thank you for taking the time to leave us a review and for sharing your experiences. We understand your frustration and disappointment with the service you've received, and we sincerely apologise that you've had such a difficult time. We're deeply concerned about the issues you've raised, including the delays in repairs, the lack of communication, and the challenges you've encountered with scheduling appointments. We want to assure you that we take all feedback seriously and are committed to improving our services. We would like to learn more about your specific concerns and understand the challenges you have faced. We therefore kindly invite you to email your details and concerns to us at lqdirect@lqgroup.org.uk where one of our helpful advisors will be happy to offer their support and guidance. When contacting us through this channel, we kindly request "Trustpilot" is used as your email subject.Feel free to reach out to us at any time and it'll be our pleasure to help 🙂Many ThanksCustomer Service Team
5/5
TrustpilotIt has been a very wonderful and…
It has been a very wonderful and positive experience with L&Q in their quest to provide us with a suitable and permanent home. Our encounter with L&Q was under one week and as luck will have it, we were invited for viewing and the rest is history because right that day we love the property, the condussiveness of the environment and more importantly the L&Q staffs that dealt with us from Toby, Margaret and Kat (Supported Housing Officers) for their immeasurable efforts and support in making our dream to come to reality. My wife and I value and appreciate them all. L&Q IS SECOND TO NONE 💯👍👍👍🙌🤝
Hi Ralph,Thank you so much for your awesome review and for sharing your positive experience with us.We're truly over the moon to hear that you've found a suitable and permanent home with our help. We're particularly delighted that you were impressed by the conduciveness of the environment and the efforts of our staff, Toby, Margaret, and Kat. Their dedication to providing excellent customer service is a testament to our commitment to making the whole process as smooth and positive as possible.It really has been delightful reading about your journey with us, and a huge thanks for your appreciation too.Wishing you and your wife all the best in your new home, we sincerely hope you've settled in well and here's to making happy memories 😊Many Thanks,Customer Service Team
1/5
TrustpilotI’m living in this house it’s like I’m…
I’m living in this house it’s like I’m waiting for my day because every single day I’ve said this is the last day of me. This house make me sick I’ve long list of medical condition but L&Q is the worst worse worst ever had in my life. I moved to this place 3years ago and I’m hard working with very few heath problems . This house has so many problems that I was reported my windows are rotting it’s very very + cold in my bedroom, my front door is very draft with gapes and wood work is cheap away. And It’s a group floor + it’s very cold I feel like ice cubes here, I always had to turn the electric blanket on turn on hitting on but it’s still cold I literally dying here. I was reported November2022 it’s been 2 years and no one can gave me an even date. Another problem regarding about damp, mould and lacking on that property still not fix yet since I was reported Agu 2022. Another problem I have only 2 Sockets in the kitchen that’s for the fridge and washing machine this is I don’t have for the other ones.I mean I’m not living free here, i paid for everything my bills my rent, I’m living in this damp flat and the smell here so disgusting. Now I had enough for this non of it has helped and the family need a new home.
Hi Susana,Thank you so much for your review and for sharing your concerns with us.We're saddened to learn of your frustration and the impact these issues are having on your well-being. We appreciate that you've experienced such difficulties in your home, especially after reporting them, and we're truly sorry for the inconvenience and discomfort you've endured.We want to assure you that we take all resident concerns seriously and we're committed to working with you to find a solution.Having investigated your worries further, we can see that work is in progress to assist you in resolving your concerns. Understandably, the whole process has been timely, and we sincerely apologise for the continued delay. However, please be assured that it isn't unusual for this to happen, especially with more complex cases like the one we're seeing here.Our team will continue working hard to achieve a resolution at their earliest opportunity, and we'll be sure to keep you updated on our progress as well.In the meantime, if you have any further questions or concerns, we'll be more than happy to assist you with these. Please do let us know by email at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where we will gladly do our best for you.Many Thanks,Customer Service Team
3/5
TrustpilotFrustrated and disappointed at the…
Frustrated and disappointed at the moment. Another year of oh woops we made a mistake on the financial year, you Ower us another 25% for the foreseeable future, as there's an odd Monday in the year, don't you get a year in advance calenders ????? If I messed up my financial year will you pay for me, pfft definitely not, hope that financial wizz got the sack.and on top of thatNo hot water or hearing for the entire block for 2 days now, no word from estate management, everyone is just finding it out fir themselves and being told.
Hi Tracey,Thank you so much for your review.We strive to provide excellent service, so we're naturally saddened to hear about your dissatisfaction and the inconvenience you've experienced.Rest assured, we value your feedback, and it'll help us to further improve our processes. We're committed to addressing any issues and ensuring a positive experience for all residents.Having investigated the issue with the loss of heating and hot water, we're pleased to confirm that an emergency call is arranged with our contractor, and we're expecting an engineer to attend within 24 hours from when the call was arranged. We trust that this repair is progressing as it should, and our contractor will work hard to restore your heating and hot water as quickly as possible.In the meantime, we apologise for the disruption this causes, and if there's anything further we can do, please let us know, and it'll be our pleasure to help.Our dedicated team can be reached by email at lqdirect@lqgroup.org.uk, and we kindly request 'Trustpilot' is used as your email subject on this occasion.Many Thanks,Customer Service Team
5/5
TrustpilotThank you very much L&Q with supporting…
Thank you very much L&Q with supporting me to buy my home through shared ownership. Specials thanks to Tamika for your support and assistance throughout the process.
Hi Janet, We really appreciate your 5 star review and we're absolutely delighted to hear that you had such a good experience buying your home through shared ownership. It's our goal to provide the highest level of support to our customers, and it warms our hearts to know we were able to help you on your journey to home ownership. We'll make sure to pass your kind message onto Tamika, she'll be thrilled to hear that her assistance was appreciated and made a difference. Many Thanks Customer Service Team
1/5
TrustpilotBad communication and slow responses on urgent matters
Moving experience was not smooth at all. We had very poor communication coming from the agency, they could not let us know which move in date we will have. First, the gas certificate was not ready after two weeks since we first started the process of renting. Safety certificates should be a standard matter done when a property is out on the market. We were told they could not get in touch with the property manager, reason being our contract couldn’t be send. On our move in date, during the morning the agent mentioned furniture may be delayed and move in date was not defined (on ‘MOVING’ day ). This was extremely concerning and not considerate, we had to move out our past accommodation that day, we have rented a van for the moving, booked a day-off work to do so too. We finally got the contract at midday after dealing with issues as well from IT, we got the keys that day at 5pm. The furniture was being delivered as we arrived. After the first few days we have encountered several and concerning issues in the flat. There’s a leak coming from the roof in one of the bedrooms, the washing machine does not work, the lock of the main door was not working, to mention some.It has been extremely frustrating, stressful, time-consuming and disappointing process from day one. We have been very patient and understanding but sadly this has not been reciprocated by the agency.
Hi ICC,Thank you for sharing your journey with us.We sincerely apologise for the difficulties you encountered during your move-in experience. We understand how frustrating and stressful it can be when things don't go as planned, especially during such a significant event. We're truly sorry that the communication from our agency fell short of your expectations and that you experienced delays and issues with the property.We value your feedback and will use it to improve our processes and ensure that future customers have a smoother and more positive experience. We strive to provide excellent service and are committed to addressing any concerns that arise. We appreciate your patience and understanding, and we're also committed to learning from this experience to better serve our customers.We trust the repair issues inside the property are being addressed and you've informed us of these. If, of course, you need further help and assistance with the repairs, please do let us know, and it'll be our pleasure to help you.Our dedicated team can be reached by email at lqdirect@lqgroup.org.uk, and we kindly request 'Trustpilot' is used as your email subject too.We're here to help, and you're more than welcome to reach out to us anytime 🙂Many Thanks,Customer Service Team
1/5
TrustpilotAbsoloute terrible company to deal…
Absoloute terrible company to deal with!! I have 2 outstanding complaints with them with one now going to the ombudsman and the other awaiting escalation to stage 2. L&Q are completely incompetent of doing things correctly. There communication is non existent and you have to keep chasing them. My first complaint and for any works to be carried out has been outstanding since 03/01/2024. The complaint handlers are absolutely useless all they do is say they will contact people and get back to you with an update but they never do. They avoid escalating complaints with excuses. They send people out for appointments only for them to say they can't do the work as it needs to be done by another company leaving you to wait considerably longer for the works to be done. I have roof leaks coming through my bathroom and bedroom which has still not been fully resolved and the person dealing with this is just not responding to any emails or call backs. I was left without a hot water tank for 3 weeks while waiting to have plastering work done which is already wet from the outstanding roof leaks which should have been completed first. During the period of no hot water tank I had a leak down into my kitchen and had to report an emergency plumber and electrician. Electrician came and was very good, however the plumber never attended and we as tenants are meant to have faith in 24 hour EMERGENCY call outs!! Disgrace of a company. Those who are considering buying or renting from L&Q should save their sanity more than anything as this company only adds to depression and anxiety.
Hi Chris,Thank you for taking the time to leave us a review and for sharing your thoughts and feelings with us. We understand your frustration and disappointment with your experiences, and we sincerely apologise that you've had such a difficult time with our services. We're deeply concerned about the issues you have raised, including the delays in resolving your complaints, the lack of communication, and the difficulties you have encountered with repairs. We want to assure you that we take all feedback seriously and are committed to improving our services. We would like to learn more about your specific concerns and understand the challenges you have faced. We therefore kindly invite you to email your details and concerns to us at lqdirect@lqgroup.org.uk. One of our helpful advisors will be happy to offer their support and guidance. When contacting us through this channel, please can you kindly use "Trustpilot" as your email subject.Many ThanksCustomer Service Team
5/5
TrustpilotGreat
Very straightforward gas engineer was
Hi Benice, Thank you so much for taking the time to share your recent experience with us. We're delighted to hear that everything went very well with the gas engineer. Your feedback is incredibly valuable and helps us recognise the great work our contractors are doing for our residents. Thanks again for sharing, and we look forward to assisting you again in the future! 🙂 Customer Service Team
5/5
TrustpilotOVERALL GOOD UNDER THE…
OVERALL VERY GOOD UNDER THE CIRCUMTANCES RE Governance. I live in a House that externally has not been re pointed or Front being painted or Guttering properly being replaced from front and back of house. Each time over these years We ARE told by LQ over 29 years your next oh your bext never comes and you have the Fundung etc. Every year told this isdue plus our door will be put back to its glory days Not happened to dare our Main Victorian door to date not done. And we have no proper intercome with intercom screen to date fir fat B above and flat A below Why all yiur other propertues have intercome. Plus I as a disabled person went through OT WITH MY HOUSING OFFICER STILL WAS NOT PUT ON TO DATE RE INTERCOM SCREEN......PLUS BEEN AUTHORISED WAS REFUSED TO DATE TO PUT A NEW INTERCOM ON DOOR/WALL TO DATE.
Hi Fatima,Thank you so much for your review! 😊We appreciate your feedback and are grateful that you took the time to share your concerns with us.We would like you to know we hear and understand your frustration with the ongoing maintenance issues at your home. It's disappointing to hear that repairs such as external redecorating, guttering replacement, and door restoration have not been addressed to your satisfaction despite your repeated requests. We also acknowledge the inconvenience of not having a proper intercom system installed in the property, and we sincerely apologise if our services haven't met your expectations.As you may already know, major works like the ones mentioned are typically carried out as part of our planned maintenance programs based on a survey conducted on your home. Unfortunately, these programs run annually, so we can only provide information on the current year's program and we're unable to advise on any future programs. Decisions for each program are made yearly and we look at prioritising properties most in need.In the meantime, we’re committed to continue in providing a repairs service as needed, and if there are any issues causing a problem, please don't hesitate to let us know and we’ll be sure to offer further assistance with these.We truly value your patience and persistence in bringing these matters to our attention, and we are here to assist with any questions or concerns you may have. Our dedicated team is available via email, and you can reach us at any time at lqdirect@lqgroup.org.uk. Please kindly mention 'Trustpilot' in the subject line of your email too.Many Thanks,Customer Service Team
5/5
TrustpilotWayne, the Swale engineer, was a superstar.
Reported central heating failure to L&Q on 11th Sept who booked the repair for 12th Sept then cancelled it on the 12th and rebooked it for 13th Sept. superb. So much for being on their priority list. The Swale engineer was really professional. The boiler required a part which he did not have but after a couple of phone calls located one, then went and collected it.The repair was completed with no fuss or stress on his part, and with total empathy.A true example of total customer satisfaction.
Hi Halford J,We welcome your review, and we thank you for sharing your experience with us.We appreciate your feedback and we're glad to hear that the engineer was able to resolve the issue with your central heating. We understand that the initial scheduling changes may have been frustrating, and we sincerely apologise for the inconvenience this may have caused. We love that the engineer's professionalism and dedication to finding a solution made the experience positive for you.Thank you once again for sharing this with us; it's greatly appreciated, and we look forward to assisting you again soon 😊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!!!!
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
TrustpilotVery unhelpful and extremely…
Very unhelpful and extremely intimidating
Hi Christopher, Thank you for sharing your recent experience with us. We are very sorry to hear this is the kind of experience you had. This is naturally concerning for us as well, as we always strive to deliver friendly and helpful service. Our team is here to support you in any way we can. If there’s anything we can do for you, please feel free to let us know. You can reach us by email at contact@lqgroup.org.uk, and it would be most helpful if you could use 'Trustpilot' as your email subject. Thank you once again, and we hope to hear from you soon. Customer Service Team
4/5
GoogleI thought East Thames was the worst social landlord, then L&Q took over and I stand corrected. L&Q handle repairs badly....actually they don't handle repairs in any competent way at all! It' snit reasuring that when you Google L&Q, the very first three results are solicitors offering no win no fees claims against L&Q regarding repairs. EDIT: A few years later, still living in the same L&Q property and repairs have improved immensely! I now rarely have to wait long for a repair and L&Q have addressed a lot of issues with my building.
3/5
TrustpilotL&Q problems
You get some receptionist that are good and have great customer service, some are very rude, inexperienced and talk over you. They booked appointments for 5/6 months, abd the job is not properly done. Most of the workers they sent categorically told us that is not their field or an assessment need to be don by someone else, or different parts needs to be ordered. When you chase L&Q fir the job to be completed, then they will lied in your face that the job was reported as completed 🤔. They've gone downhill.
Hi Antonio,Thank you so much for sharing this with us.We understand your frustration with the inconsistent service you've experienced, and we apologise for any dissatisfaction this has caused you. It's important for us to get it right so we really do value your feedback.We do our utmost to provide a positive experience for all our customers and residents, so it's disheartening to hear that your interactions with our team fell short of your expectations. Rude behaviour isn't what we expect to hear and will not be tolerated. We're always willing to further investigate when this happens, so please do let us know.We're also sorry to hear about your long outstanding repair and the inconvenience this has caused with the several visits to your home. Whilst we appreciate this can sometimes happen, especially with more complex repairs, we'd love to further assist and work with you in finding a resolution.To help us make it possible, we kindly invite you to email us at lqdirect@lqgroup.org.uk (with 'Trustpilot' in the subject line of your email) where it'll be our pleasure to help with your enquires and concerns.Many Thanks,Customer Service Team
1/5
TrustpilotWaited in all day for what was supposed…
Waited in all day for what was supposed to be an AM appointment…..Engineer was rude and not listening or understanding the issue with boiler.However I was not surprised at experience received.
Hi Shirley, We greatly appreciate your 5 star review and the time you've taken to share your kind words. We're extremely glad to hear about your experience. His professional and thorough approach is a part of the service we aim to provide to all customers. The fact that he ensured your safety by proving a carbon monoxide alarm shows his diligence and care. Many Thanks Customer Service Team
1/5
TrustpilotL&Q are disgusting and corrupt liars!!!
L&Q are disgusting and corrupt liars!!!We have been living underneath disgusting ASB tenants for over 10 years, they are completely dysfunctional adults who physically fight each other all day and night (you can imaging the amount of noise we have to endure), running and stomping around, screaming and shouting, slamming doors and windows they cause us to live in absolute daily misery, they do not care one bit that they live above other tenants. L&Q are fully aware of what we are suffering and the negative affect this is having on our health yet they do absolutely NOTHING!!! They ignore all complaints and reports. I have contacted everyone directly within L&Q including The CEO Fiona and The Director Kristian, they have all refused to help and they are all complicit in our prolonged ongoing suffering and distress. All they do is lie, lie and lie so that they can continue to get away with doing nothing to help their decent tenants in desperate need. L&Q you know we should be moved away from this property as a matter of urgency but you refuse to do the right thing. We HATE being tenants of L&Q!!!!!L&Q will literally ruin your life they are sadistic and they enjoy their decent tenants suffering and living in misery as long as they are taking rent money they don’t care what you are going through. L&Q do not care one bit about their tenants, this housing organisation needs to be investigated and shut down I can only imagine the amount of tenants that are suffering with this same issue. Keep on posting your reviews to bring awareness to what L&Q are doing!!!! Keep bringing your complaints to The Ombudsman and Social Media our voices need to be heard!!!!!!!Do your self a favour don’t live with L&Q as your Landlord you will regret it!!!!
Hi Mrs. Bancroft,Thank you so much for your review and for bringing your concerns to our attention.We’re saddened to learn you’re experiencing noise nuisance from your neighbour and furthermore for the impact it’s having on you. We truly sympathise with you, and we understand why your neighbour’s behaviour is upsetting for you too.From the information provided within your review, it’s quite worrying to hear your neighbours are physically fighting, and if ever you feel the welfare of your neighbour is at risk, we would strongly advise you to report the incidents as and when they happen to the police. It’s important this process is followed so the police can attend straight away, and if the police have any concerns, they’ll be sure to liaise with our neighbourhood team.More importantly, we sincerely apologise if we haven’t previously provided you with the help and support regarding this matter. We’d love to delve into this further to gain a full understanding of the problem so we can see what else we can do to offer further advice and guidance.With this in mind, we kindly invite you to email your details to us at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) where it’ll be our pleasure to arrange for a dedicated staff member to contact you.In the meantime, we’ve included some links for you below from our website which may also be helpful in the problems you’re experiencing.https://help.lqgroup.org.uk/help/tenant/antisocialbehaviour/asb-noise-nuisancehttps://help.lqgroup.org.uk/help/tenant/antisocialbehaviour/asb-the-noise-appMany ThanksCustomer Service Team
1/5
TrustpilotDangerous roof and ignored safety hazard
I strongly advise against dealing with L&Q as a freeholder. My leasehold flat has had a persistent roof leak for over 9 months, and their failure to address it has been nothing short of a nightmare.The leak has created a serious safety hazard, with my ceiling on the verge of collapse due to structural damage. Worse still, large, heavy concrete roof tiles fall during strong winds, endangering residents, especially children who play in the communal garden below.Despite reporting this issue since January 2024, L&Q has shown no urgency in resolving it. Their complete lack of care for the safety and well-being of their residents is shocking. I would strongly recommend avoiding this freeholder if you value responsiveness and proper property management.
Hi Antonio,We welcome your review and are thankful for you raising your concerns with us here.We understand and share your frustration and we're truly sorry to hear about the persistent roof leak and the impact it's having on your home. We take all resident concerns seriously and are committed to providing a safe and comfortable living environment for all.We appreciate you bringing this matter to our attention and will continue to work with you to find a resolution. To assist us in this process, we kindly invite you to email your details to us so we can further investigate this matter for you.Our fabulous team is here to help, and you can reach us at lqdirect@lqgroup.org.uk. It would also be helpful if you could use 'Trustpilot' as your email subject on this occasion.Many Thanks,Customer Service Team
4/5
TrustpilotOverall a good experience
We had a good experience with the sales representative at L&Q beam park who gave us an indepth tour of the property before we planned to buy it. We were given all the necessary information to aid with the purchase of the property. One downside is the lack of options of mortgage advisers in regard to financial assessment. Clark marshals and Tor24 were initially in charge of assessing us and were informed that we would not be eligible to pass the financial assessments. We had to alternate and use an external mortgage adviser who passed our financial checks. With regard to the solicitors, PLS the in -house solicitors provided were very professional and excellent throughout the process. We were kept in the loop and advice about the different stages in the purchase process.
Hi Innocent L,Thank you for taking the time to leave us a review and for sharing your journey with us 😊We value your feedback and we're glad to hear that you had a positive experience with our sales representative and the in-house solicitors.We understand your concern regarding the limited options for mortgage advisors, and we'll be sure to use your feedback. We work hard to provide our customers with a comprehensive experience, and we'll continue to explore ways to enhance our offerings.Most importantly, it makes us super happy to learn of your positive outcome, and we're delighted your overall experience was a good one for you.Many Thanks,Customer Service Team
1/5
TrustpilotWorst and rude service
Hi Sai, Thank you so much for leaving us a review and for sharing your feelings with us. We always strive to provide great service, so it’s naturally concerning for us that we fell short of your expectations on this occasion. Please know that our team is here to help you in any way we can, and we encourage you to reach out so we can better understand your concerns and offer further support. You can reach us by email at contact@lqgroup.org.uk, and we kindly ask that you use 'Trustpilot' in the subject line of your email. Feel free to contact us at any time - it will be our pleasure to help you. Many thanks! Customer Service Team
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Tell us what you need and we'll put you in touch. LQ hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
