Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotThe work wasn't and still hasn't been…
The work wasn't and still hasn't been done leaving my toilet overflowing when I flush. Getting water and faces all over the floor. UPDATE When i had a plumber round he told me that I needed a new toilet as this one is very blocked with lime scale he would have to put in a report. Then a supervisor that had never set foot into the place put a report in saying it was fine.I put in a complaint threatening to go to environmental health. The complaint I put in about this was close before it was resolved. When I questioned this I was told it's company policy To reduce the amount of open complaints to ease work pressure. My thoughts are its to reduce the amount of complaints and falsely show that thay are dealing with them in a timely manner.Thay sent round a drainage company thay where able to do a temporary job but still needs changing. I'm still waiting for an answer to if they will change it. Iv asked a number of times how can a supervisor that's never set foot in the place say that it's working fine. Then leave me with an unhygienic toilet overflowing when I use it. but can't get an answer.I wonder how meany people thay leave in this situation. So far iv lost 3 days wages with this problem and it's still not been resolved. Iv left a 1 star rating as its the lowest i can but it should really be a minus. I must say that the staff I've spoken to are very friendly and caring but still can't believe that I have to fight too have the work done
John · 11 July 2024
Agent replied · 23 August 2024
Hi John, Thanks for sharing your feedback. It doesn't sound nice at all having your toilet overflowing. We assure you that we are currently addressing your issue with the highest priority. We are directly in touch with you, actively working on solving the problem as quickly as possible. In the meantime, if you require additional assistance or updates, please feel free to reach out to us at lqdirect@lqgroup.org.uk and kindly us 'Trustpilot' as your subject header. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotCompassionate and sensitive towards each other
Don't call people up like they are criminal. We are in hard times and things have changed drastically since before covid. There is no need to be stern and ridged and come like a threat
Brenda · 17 May 2024
Agent replied · 11 June 2024
Hi Brenda,Thank you so much for your review and for expressing your feelings with us.We're truly sorry to hear of your feelings and we offer our sincerest apology for any upset caused to you.We'd very much love to gain a better understanding of what’s causing this to happen as well as working with you to prevent the same from happening again.To help us make it possible Brenda, we kindly invite you to email your concerns to our dedicated team here at lqdirect@lqgroup.org.uk. It'll be most helpful to us as well if Trustpilot is mentioned in the subject line of your email when contacting us on this occasion.You're welcome to reach out to us at any time and it'll be great to hear from you 🙂Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotI had to reject my first appointment…
I had to reject my first appointment that would have been a few days after my reporting the issue and the next available one would have been several weeks after which I was a bit perplexed by, but fortuantely I got a cancellation a few days later and the problem was I had thought quite minor with the cold tap in the bath and easily and quickly fixed by the engineers . So a happy conclusion . Grateful to have gotten the cancellation, but don't see why there should have been no earlier appointments with Swale after not being able to do the first
Mark · 9 July 2024
Agent replied · 11 June 2024
Hi Mark, Thanks for your 5 star review of the service your received!We're really glad to hear you had a positive experience with us, despite the initial scheduling issues. It's certainly a relief that the cancellation appointment was able to fit into your time frame, and we're delighted it all worked out in the end. We do apologise for the lack of earlier appointments, we're always trying to improve on this front. It's great to know the engineer was able to quickly rectify the problem with your bath tap, and to a good standard too. We're pleased that the conclusion was a happy one for you. Many Thanks Customer Service Team
★★★★★ 4/5
TrustpilotThank Jerry and assistant
To whom this may concern, Also, I really wanted to thank Jerry and assistant for the repairs that had been done really make such a big difference and much better warmth and security greatly AppreciateBest Ron
RonCity · 26 April 2024
Agent replied · 11 June 2024
Hi Ron,Thank you very much for leaving us a review!😊It sounds like everything went perfectly with your appointment and it’s great to hear Jerry and his assistant done an amazing job.We’re delighted you’re happy with the works and we’re most grateful for your personal thanks for Jerry too.We’re looking forward to helping you again soon, so feel free to let us know if there’s anything else you would like our help with.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotAvoid L & Q at all costs - they do not care for their residents
I’m disappointed I can’t give zero stars because my experience with L & Q was so terrible. I would urge anyone to avoid at all costs having anything to do with L & Q. I lived for 2.5 years with a leak in my flat, which made one of the bedrooms unusable, which was coming from the balcony above, that L & Q were responsible for. This caused me a huge amount of stress and anxiety, and this was while I was pregnant. The building also had no lift for months, as it was out of service with no action from L & Q to repair. The main gate and front door of the building did not work, which meant that strangers could enter and vandalise the stairwells, and residents’ insurance policies for contents were void. I recently found out that the cleaning service, which is paid for through the service charge, was not happening, but L & Q were unaware because they do not visit the building regularly to check these things. My experience is that L and Q do not look after their residents.
Jessica · 6 July 2024
Agent replied · 23 August 2024
Hi Jessica, We're really sorry to hear about the issues you've experienced. Delays in resolving the leak in your flat must have been very frustrating, and can only imagine how difficult this must have been, especially whilst you were pregnant. Similarly, We're saddened to hear about the building issues with security due to the main gate and communal door being out of action. We regard such issues as a high priority and we strive to fix them as soon as possible to ensure the safety of our residents. Regarding the cleaning service. We rely on feedback from our residents to know if the service isn't up to standard, so we can raise this with the contractors. We do also carry out inspections when we can. If any of these issues have not been resolved, please let us know. We are committed to helping resolve any issues you have and to restore your faith in us. Please email us directly at lqdirect@lqgroup.org.uk with 'Trustpilot' in the subject line so we can address your concerns immediately. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotOnce again 16th person coming to…
Once again 16th person coming to inspect fence panel,the workman from l&quadrant knocked at the door saying I need another workman to help me replace fences he said he be intouch in a few day or a few weeks,this is unacceptable I called l&quadrant and they told me they have raised the job for two days work in Oct,I have been waiting two years for four fence panels to be replaced ,I have no fence panels up anyone from the public can gain access to my garden,I have my mobility scooter in the garden which can get stolen ,I getting drug dealer next to my home dealing ,I have made complaints after complaints, every time I complain all they do is add it to the complaint ,this is not right that I have to wait till Oct when I have been waiting for over two years already why am I not given prioty, I have sent emails with Trustpilot heading nothing is getting done about this and it is a letdown, all I want is my fence panels replaced and a date it will actually done,it's a nightmare and we are getting treated unfair.
June · 5 July 2024
Agent replied · 11 June 2024
Hi June, We're really sorry to hear that the issue with your fence is still ongoing. It's truly unfortunate that you've had to wait such a long time and have had multiple inspections without any resolution. We completely understand that it's not simply about replacing fence panels. It's about your privacy, safety and peace of mind. Our complaints team are fully aware of your case, rest assured this isn't being ignored. We are on hand to help if you need us, we can be contacted via lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header. Although our complaints team is already in touch and well aware of your case, we're only too happy to help in anyway we can. We are exploring all possible avenues to resolve your problem as quickly as possible. Once again, we apologise for any delays and the distress this has caused and will be in contact with you soon. Many Thanks Customer Service Team
★★★★★ 1/5
Trustpilotthere is no point in writing this as l…
there is no point in writing this as l and q still have not replied to the 7 page letter we sent months ago (reply to them on this platform)Edit . I would like add as I cannot reply on here that l and q have my details as the 7 page letter with photos was sent by email with physical address and an email address of which they have used many times. (copy of original email from 20th april 2024 resent)
Paul · 5 July 2024
Agent replied · 11 June 2024
Hi Paul,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 that are concerning for you, but we appreciate you bringing them to our attention.We’d very much love to be given the opportunity to further assist you with each of your concerns and look at ways we can work with you in resolving them.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. It’ll be a great help to us too if ‘Trustpilot’ is used as your email subject on this occasion.As you may already be aware planned maintenance programmes for component renewals such as new windows and doors 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 the properties in need most, therefore your home may be on a different programme to your neighbours. However, any properties that haven’t been selected to receive a new component renewal within the current year is likely to see their home on different programme within another year.We sincerely hope this information helps to understand how our planned maintenance team makes the decisions, and why some properties aren’t having the same works done at the same time as neighbouring properties. If however, you have any further questions or if you would like us to check our programme of works for this year, please let us know by reaching out to us at the email address above where we’ll gladly help with your enquiries.Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotL&Q Are A Disgrace In Getting Repairs…
L&Q Are A Disgrace In Getting Repairs Done Professionally. I reported blown plaster in my kitchen . Plaster came and stated it all as to be hack of to do a correct job but inspector put it to be plastered over. Then when he rang his supervisor he was told that as my kitchen old I'm down for new one and at same time they will hack and replaster wall . Today I get a telephone call to book plaster her words were to plaster over plaster that already blown that does not fix the problem that cutting corners. There a lady who move from one flat to upstairs flat had all new door right though new kitchen etc I'm not happy how they treat me to others living here in flats . I'm going to look into this matter with the people who cover unhappy with disrepair as I feel totally let down was told once when I ask for something to be replaced they do it but send you a bill. So what the he'll do I pay rent for and some chargers I totally disagree with
Freedom · 3 July 2024
Agent replied · 23 August 2024
Hi Freedom Spirit, We're really sorry to hear about your experience. It seems like there's been some confusion around the scope of the work needed and the timing of repairs. Our policy has always been to only recharge for works that are considered your own responsibility to complete, and we communicate this clearly at the time of contact, prior to any works being carried out. We can see how frustrating this must be for you, if you feel you are being treated differently from others in the building and would like to reassure you this would not be the case. We take these matters very seriously and would love the opportunity to dig deeper in order to address your concerns property. Unfortunately, We don't have your specific information, so we can recommend getting in touch with us directly. Please email us at lqdirect@lqgroup.org.uk with the subject title 'Trustpilot' we'll then be able to look into your specific case and work with you to find a solution. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotService worsening, charges increased by 45%.
Service worsening, charges increased by 45%.Lifts are constantly broken with no clear lead time on fixing. The fix is always temporary with the control box covers hanging off, exposing the systems.Hot water system has failed at least once per month in the last 3 years with a tiny amount of compensation in year 1 and nothing since then. No effort to fix route cause.Building security is a disaster with door being broken, and locking systems smashed, taking weeks to fix. The front door is currently broken and open to public and has been for 5 days now...Oh and service charge increased by 45% for no clear and obvious reason. If anything, service has got worse which I didn't even think was possible.
Ed · 3 July 2024
Agent replied · 23 August 2024
Hi Ed, We're really sorry to hear you've been experiencing these issues. We definitely want to know more about the problems you've been experiencing so we can address them for you. Could you please send us an email to lqdirect@lqgroup.org.uk, detailing your concerns? Please use 'Trustpilot' as your subject header. Once we receive this information, we will do all we can to start resolving these issues and hopefully restore your confidence in us. It would be our pleasure to assist you with these problems. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotNo Transparency - 1 year shared ownership stay feedback
I brought flat in a new build on 50% shared ownership in May 2023 and L&Q didnt disclose that there was a building structural review is going on which got initiated on March 2023. Due to this non disclosure I went ahead and moved into property on May 2023. In June 2023 the report came that there were structural issues in the building.If i would have been aware of this that there is a structural review going on in the building I wouldn't have brought this flat.The reason im sharing my feedback now because it took 1 year after following up multiple time to get the dates when this structural review was initiatedFrom August 2023 to March 2023, my family especially impacting my little one sleep had to go through all the noise issues in the flat as there were structure fix going on below my flat in the building .It has been more than a year - still the structural fix work is going on....
Sandesh · 3 July 2024
Agent replied · 23 August 2024
Hi Sandesh, Thank you for taking the time to write a review and make us aware of your concerns. Please be advised that when purchasing a property, there is usually an independant survey carried out and solicitors look in-depth into all the details about the property. At the time of your purchase, we would have disclosed any information we were aware of regarding the building. We sincerely apologise for any inconvenience or disturbance caused by the ongoing structural works, especially as it has affected your little one's sleep. Please feel to email us at lqdirect@lqgroup.org.uk and use 'Trustpilot' as your subject header. This will enable us to get all the finer details sorted out and be able to provide you with an update. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotWhen things are wrong L & Q are very…
When things are wrong L & Q are very quick to chase you up, but the other way around, not so much. I’m sure they don’t understand people have to work during the week, to pay their ever increasing rent and cannot be home for 6 hours at the drop of a hat just to wait. Two previous appointments missed, which went unnoticed and made to feel like a criminal when I can’t confirm my availability at short notice
Darren · 19 July 2024
Agent replied · 23 August 2024
Hi Darren, We'd like to thank you for leaving us a review and sharing your feelings. We're truly sorry to hear about the unfortunate experiences you've been having with us. Your feedback is highly appreciated and it helps us to improve the services we offer. We understand that balancing commitments and dealing with appointment availability can be challenging. It is not our intention to add to that stress by missing appointments or not being as responsive as we should be. We'd love to hear more from you, could we kindly request that you email us lqdirect@lqgroup.org.uk using 'Trustpilot' as you subject header. We have a committed team here who truly want to help make things right. Our aim is to ensure you have a positive experience and we want to start by addressing your current concerns promptly and satisfactorily. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotAwful company to deal with
Awful company to deal with. They overcharged me £1875 after my rental contract had ended and I'd formally given back my keys. They are extremely disorganised and didn't cancel it on their end. It also took 21 days to get the form for my deposit return sent to me, despite constant chasing. The property manager responsible for dealing with my property seemed to change every few months so it was incredibly hard to figure out who I needed to be in touch with. The team are rude and not understanding at all. I would recommend not renting from them.
:) · 1 July 2024
Agent replied · 23 August 2024
Hi, Thank you for taking the time to leave us a review. We're genuinely sorry to hear about the less than satisfactory experience you've had in dealing with us and can understand your frustration and disappointment. Your feedback is incredibly important to us and we deeply regret to hear about the charges you've had to face post the termination of your rental contract and the subsequent delay in processing your deposit refund. We strive to provide a consistent, high- quality service to all our customers and if we've not lived up to this for you, we're sorry. We are keen to make things right and improve the quality of our service. We would be extremely grateful if you could send us more details about your case. Please email us at lqdirect@lqgroup.org.uk with 'Trustpilot' as the subject header. Many Thanks Customer Service Team
★★★★★ 5/5
TrustpilotThe Home Ownership Resales Team are…
The Home Ownership Resales Team are great. They try their hardest to get questions and queries relating to a property sale transaction dealt with in a timely manner, but, unfortunately, due to circumstances / other internal L&Q departments / external Vendors / Solicitors etc. that are out of their control they have a hard time delivering sometimes - but this is NOT the fault of the Home Ownership Resales Team
Rubberboyyxxx · 8 December 2024
Agent replied · 26 December 2024
Hi Rubberboyyxxx, Thank you so much for your lovely review! It's wonderful to hear that you think our Home Ownership Resales Team is great, we think so too. Their main aim is to ensure your questions and queries are addressed as quickly as possible and it's nice to hear that you've experienced this first hand. We acknowledge that there can be complexities when dealing with internal departments, external vendors and solicitors that could affect timeliness, but be assured, our team does their best in these challenging circumstances. We're grateful you took the time to share your feedback with us. Many Thanks Customer Service Team
★★★★★ 4/5
TrustpilotL&Q enabled me to get on the housing ladder!
L&Q enabled me to get on the housing ladder much faster than I would have thought possible. There was support provided throughout the process which made it easier.
Twivwe · 6 September 2024
Agent replied · 23 October 2024
Hi,Thank you so much for your positive feedback.It certainly makes us really happy to be there for all our residents and always provide help and support. Many thanks again 😊 Customer Service Team
★★★★★ 1/5
TrustpilotRefused to fix hot water with minors in property.
Called for someone to come out as hot water has stopped working for the 5th time this year. Was initially advised it was “72 hours” then someone else called back to say they don’t deal with this out of hours and I have to call back on Monday to raise a repair. I have 2 children ( 7 months and 2 years old) which means they have a duty to fix hot water within 24 hours, which they’ve failed to comply with. Absolutely disgusting.
Ceedaniellaa · 29 June 2024
Agent replied · 23 August 2024
Hi Ceedaniellaa,Thanks for leaving us a review to highlight your current situation.We're really sorry to hear about the issues you've been experiencing with your hot water, especially with two young children in the house. We recognise how frustrating and inconvenient this must be for you. Can you please email us with your detailed information? This way, we can look into your report more thoroughly and work on resolving this as soon as possible. We can be reached via lqdirect@lqgrpoup.org.uk using 'Trustpilot' as your subject header would be very helpful. Many Thanks Customer Service Team
★★★★★ 5/5
TrustpilotAzfarul was very prompt and helpful…
Azfarul was very prompt and helpful throughout the entire process. He helped simplify the process and was always available to sort through any issues and concern.
Anurag · 7 October 2024
Agent replied · 23 October 2024
Hi Anurag,Thank you so much for your amazing review! 😊We're thrilled to hear about your positive experience with Azfarul. It's wonderful to know that you found the process straightforward and that you received the support you needed.We appreciate your kind words about Azfarul's dedication and helpfulness, and we're certain he'll be over the moon with your wonderful feedback too.Many thanks again for taking the time to share your journey with us. We're super proud to know you've had the best possible experience.Customer Service Team
★★★★★ 1/5
TrustpilotThe services is very poor
The services is very poor, staff members are highly overpowering and not listen to tenant concern.
Elora · 4 June 2026
Agent replied · 5 June 2026
Hi Elora,
Thank you very much for taking the time to share your feedback and let us know about your experience.
We're truly sorry to hear that our services and staff did not meet your expectations, as it is always our goal to provide excellent service to all our customers and residents. We completely understand how disappointing and frustrating this must have been for you, and we sincerely apologise for any inconvenience or dissatisfaction this situation has caused.
Our team is ready and eager to help resolve any outstanding issues or answer any questions you may have. and we encourage you to reach out to us by emailing contact@lqgroup.org.uk. Please mention 'Trustpilot' in the subject line of your email so that we can handle your enquiry more efficiently, and provide you with the best possible support.
Thank you once again for your review. Your feedback is much appreciated and plays an important role in helping us improve our services.
Customer Service Team
★★★★★ 1/5
TrustpilotABSOLUTELY USELESS
Hope you’ve got plenty of time to make calls as yiu will be waiting a very long time for response any complaints are ignored or suppressed and wasting money hand over fist with incompetent lazy staff who don’t call you back don’t answer emails and have no idea if tradesmen turn up or not so the ONLY STAR AT L&Q NORTH WEST PREVIOUSLY LAURUS Ive out that in my survey but probably try and get rid of her as she showing the rest up.
Teresa · 27 June 2024
Agent replied · 11 June 2024
Hi Teresa, Thank you for bringing these matters to our attention. We want to extend our apologies concerning all the issues that you have faced. we always aim to deliver a great customer experience and we're sorry if we've fallen short. To achieve a better resolution for you, we would like to invite you to email us directly at lqdirect@lqgroup.org.uk please use 'Trustpilot' as your subject header. One of the team will be happy to assist you further. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotAnti social behaviour at L&Q propertyoperty which…
I'm resident one of L&Q property which is located on Aston street London and building name is baret court. I will say this building is one of unsafe and unclean property I live Despite they take service charges from me cleaner never clean this property. Burglar has attacked quite few times on the property by kicking the front door. Every one let's property manager knows about it and request for installing CCTV cameras on the property but L&Q company not listening. I asking where is our safety in this property. Because there are no cameras people smoke cannabis inside the building stairwells and entire building reeks which the smell entering our flat. The only time you see the cleaner in our building is when he is signing his timesheets on the bulletin board but he never carries out his cleaning duties. I wish I got paid for doing nothing...The housing manager is a complete joke, despite residents complaining he never gets off his backside to do anything. The bin area outside my building is notorious for everyone's fly tipping and dog befoulment. On a Saturday night, party goers use the front of building as a communal toilet because the place is quiet with little lighting and no CCTV. It is a nightmare to enter/exit the building for risk of stepping in poo. Other residents track the poo into the building and onto the inside carpet and ultimately into residents homes where our children play. To protect my family, I have carried down buckets of water to wash the poo away because L&Q cleaners don't do anything. No lighting/CCTV has also encouraged drug dealers to carry out their nefarious business on my doorstep. If L&Q really cared about their residents in this building they would install CCTV and better lighting to increase security and deter as anti social behaviour like is done in their non social housing buildings.
Rimme · 27 June 2024
Agent replied · 23 August 2024
Hi Rimme, We appreciate you taking the time to share your thoughts and feelings. We are truly sorry to hear about the troubles you've been enduring, particularly concerning the lack of cleanliness, security and any trouble with getting through to us.We do care deeply about our residents security and peace in their homes. In order to address and resolve these issues promptly and efficiently, we ask that you email us via lqdirect@lqgroup.org.uk with more information and please use 'Trustpilot' as your subject header, this way we can ensure this is addressed by the appropriate team at the earliest. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotL&Q are the worst organisation going
L&Q are the worst organisation going, they do not care about their Clients/Tenants, our block has no intercom system working, grounds have not been maintained, front door is left disabled so anyone can come in our block stealing our post, lift doesnt work again, no housing officer, charge for wetrisers when they dont exist in our block,you report issues and no one contacts you, an elderly neighbour was murdered in his own home a month ago by someone who got in the block and L&Q did not come down to the block despite countless households asking them too because everyone was scared as security issues have been reported to them for years, they show absolutely NO regard for their tenants but if you owe even £1 you get bombarded with phone calls. If your thinking of buying from them, do yourself the biggest favour and walk away because all they want is your money and thats all.
Jamie · 27 June 2024
Agent replied · 23 August 2024
Hi Jamie, Thank you for taking the time to share your experiences and concerns with us. We wholly understand your frustration and want to acknowledge the distressing points you've raised. It's clear that you and the other residents have been dealing with a number of serious problems. We can assure you, we take all comments and concerns very seriously. We definitely do not want any of our residents to feel disregarded or unsafe. We cannot begin to imagine how distressing the incident involving your elderly neighbour must have been, and we can certainly understand the fear and frustration that it must have ignited amongst the residents. Please rest assured that we take your comments very seriously. We're doing everything we can to address each of the issues you've brought to our attention. We're committed to staying in direct contact with you regarding the problems raised in your review. Your safety and the security of all residents is our top priority. If you require any additional help or support, don't hesitate to get in touch with us. Please email us at lqdirect@lqgroup.org.uk and use 'Trustpilot' as your subject header. We'll be ready to assist you in any way we can. Many Thanks Customer Service Team
★★★★★ 2/5
TrustpilotTwo Appointments for a Gas Safety Check
I contacted KT Heating after my original gas safety check date of 13 June 2024 came and went. For some reason they claimed they DID come out and that my gas check service was completed, when I was home all day in anticipation and they never turned up! I had to contact my landlord to re-arrange the appointment for 17 June 2024.Whenever KT Heating need to come out for a gas safety check, they write to me that it's the law that I allow them access to my property. Yet, in this instance, suppose I was a person who didn't care? KT Heating's records would have remained incorrect about seeing me when they didn't, leaving me potentially in danger. A bit alarming.
Butterfly77 · 25 June 2024
Agent replied · 23 August 2024
Hi Butterfly77, We're really sorry to hear about the issues you've experienced with your recent gas safety check, especially considering how vital these checks are for your safety. We totally understand your concern. We want to assure you that these matters are taken seriously and your safety is our top priority. Therefore, we'd like to thoroughly investigate this matter. We kindly request that you share your details with our team via lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header and we'll look in this further to see what's gone wrong. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotI had a bad experience with Lettings…
I had a bad experience with Lettings Associate she was very racist with us for twice. First time we went her office to chose a flat and we have a list to choose every she said not available?? She gave us three apartments to choose from, and the second time we came to viewing the flat, she was very aggressive to us even didn't smile in our faces or say anything.Elso she didn't answer any questions and let us in apartment in 6 minutes only from 30 minutes and she kept herself with her phone it was really harder to treat us like that Also we have babies and we were asked about how can rent a Parking for the car she said not available she was like that. Today we so her she was viewing another pebble she was very nice to them she was laughing and smiling with them I'm very despondent.
Doooo · 25 June 2024
Agent replied · 23 August 2024
Hi Doooo, We appreciate you sharing your concerns with us. We're truly sorry to hear about your negative experience. We pride ourselves on creating a welcoming environment for everyone and we absolutely do not tolerate any form of racism. Your experience is concerning and we would welcome the opportunity to investigate this further. Please, could you send us an email with your full name detailing the events to lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header and we promise to look into this matter thoroughly. Many Thanks Customer Service Team
★★★★★ 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!!!!!
Mrs · 24 June 2024
Agent replied · 23 August 2024
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
★★★★★ 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
Mrs · 24 June 2024
Agent replied · 23 August 2024
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
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