Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotThe prize for the worst housing association goes to L&Q
I thought I had dealt with bad housing associations but then came L&Q to take the prize. You can’t speak to anyone at this company. Not even to the complaints team. No one take accountability or responsibility for anything. You can’t even discuss concerns with your property manager. I’ve never encountered at HA where the property is not meant to be contacted about issue with the home. So if the complaints team also refuse to contact me, who do you actually get to voice concerns to? I was told by the ‘customer service’ team that my heating and hot water working not working for three weeks is something that ‘happens sometimes’ and I would just had to wait for a repair team to get back to me. They got back with a date 3 weeks away! I had already been without heating or hot water for 2 weeks. Absolutely ridiculous organisation. If this was a one off it wouldn’t be so bad but this has been constant. Ever engineer tells me this will keep happening which it does but obviously I’m just a tenancy number so who cares.
Harriet · 2 May 2024
Agent replied · 11 June 2024
Hi Harriet,Your review is really important to us, and we’re deeply saddened to hear of your disappointment.We always strive to offer the best service to our residents, so we’re naturally concerned to hear our services haven’t quite fulfilled your expectations on this occasion.We appreciate not having heating or hot water for a considerable amount of time is a worry for you and whilst we understand the disappointment this causes; sadly, various reasons can unfortunately prevent us from offering earlier availability. However, we’re more than willing to discuss your concerns in more detail and have the opportunity to put right what might have gone wrong for you.Please feel free to contact us by email at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) and we’ll do everything we can to help.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotLQ is the worst company - Avoid.
The quality of flats provided by LQ, along with the management services offered by the company are not up to the desired /minimum standards. The residents are facing severe issues due to the lack of attention and responsibility from the management team. The residents have repeatedly reported their concerns and complaints to the company but they have not been addressed and investigated. The complaint process has been ineffective and residents have not received proper attention. The company charges high service fees but does not provide the corresponding services to the residents. I would advise potential residents to explore other options and avoid LQ. Sadly the current CEO is aware of those issues and does not act at all. Emergency calls should be to act within 4 hours - sadly you have to wait for 14 or longer hours. Blaming and harassing culture towards residents is the current approach from the LQ management.
Greg · 1 May 2024
Agent replied · 11 June 2024
Hi Greg D,We really appreciate you taking the time to leave us a review and it truly saddens us to hear you're feeling ignored.Although you've had a disappointing experience, we'd like you to know we still value your feedback, and we'd very much love to have the opportunity to help with any concerns or worries that may be bothering you.We have a great team here willing to help and assist with any enquiries you have, and we kindly invite you to email the details to us where one of our advisors will do their best for you.We're reachable at lqdirect@lqgroup.org.uk and it'll be most helpful if Trustpilot is used as your email subject on this occasion.You're more than welcome to reach out to us at anytime and it'll be great to hear from you 🙂Many ThanksCustomer Service Team
★★★★★ 2/5
TrustpilotDisappointed lacklustre service
Not satisfied with this organisation’s ability to deal with maintenance and emergency issues effecting its tenants. A long standing tenant for nearly 20 years, this landlord makes promises it does not deliver and seems to have a gender bias, where female tenants or residents have their issues dealt with immediately. Contractors are dismissive of long term fixed tenants and will only act when escalation is on the horizon. ‘once a problem with maintenance is notified to the Report.ARepair Team sort it out with the contractors yourself’, seems to be the order of the day.’Bullying and harassment by other tenants seems to be tolerated and not properly investigated, with inaction rather than the opposite the order of the day. After two weeks I have still not had my issue with a gas leak dealt with which under its service charges L&Q are obliged to deal with and have gone without heating, hot water and cooking facilities. I feel that the size of L&Q’s property portfolio inhabits it from acting on its tenants behalf with half hearted lack lustre approach, often attempts to do so often lead to cover ups with defensive emails when it fails to respond to concerns or actions that have not been delivered. It would help if we had a smaller more proactive organisation in place which could dedicate itself to the needs of its residents and tenants in a timely more efficient way. A very a bad service from a landlord who could do better and make a real difference.
Edward · 1 May 2024
Agent replied · 11 June 2024
Hi Edward,Thank you so much for your detailed review and for raising each of your concerns with us.Firstly, we sincerely apologise if our services have failed to meet your expectation but please be assured we’ve taken onboard your concerns and suggestions as we’re always looking at ways to further improve the service we deliver.It deeply saddens us that you feel we’re biased towards female residents, this certainly wouldn’t be the case, nor would this kind of behaviour be tolerated. When planning for our residents our staff will always offer the first available appointment regardless of their gender. It’s important we do this as we understand from time-to-time the waiting time for some maintenance trades can be quite long, so we always like to offer the first available appointment as we understand it’s equally important for our residents to have issues resolved sooner rather than later.We’re also sorry to learn about the anti-social behaviour where you live, and we fully understand why this would be a worry for you too. All anti-social behaviour complaints will be taken seriously, and staff are trained to help, as well as provide advice and guidance in such situations, but we sincerely apologise if this isn’t the kind of experience you’ve previously had from us.Further to your concerns regarding the gas leak, once again our sincerest apology goes out to you for delay in completing the repair. We understand arrangements have since been made with yourself and our contractor who is due to return and complete the repair very soon. In the meantime, if there’s anything further you would like our help with, feel free to let us know and it’ll be our utmost pleasure to do our best for you.We have a fabulous team here and you’re more than welcome to email any concerns to them at lqdirect@lqgroup.org.uk with ‘Trustpilot’ in the subject line of your email.Please do bear us in mind, it’ll be great to hear from you🙂Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotHouse has many issues and due to lack…
House has many issues and due to lack of repairs by L&Q many have got worse. The boiler was suppose to be changed from late last year and l am being told that they have no record. They just keep bodging works so l have started to refuse them doing that. l have no hot water and was given 2 heaters which is not good enough. l have started to proceed with Solicitors and the Housing Ombudsman
Leonnie · 25 June 2024
Agent replied · 23 August 2024
Hi Leonnie, We'd like to thank you for raising your concerns with us. We're incredibly sorry to hear about the continuous issues you've been experiencing, particularly the lack of hot water. We can completely understand why you would find this situation extremely frustrating. We wanted to let you know we have scheduled an appointment for a contractor to attend and investigate the issues with the boiler, you should have received a text confirmation of this appointment. Remember, you can always email us at lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header, we'll be on hand should you need any further assistance or have any additional concerns. Many Thanks Customer Service Team
★★★★★ 3/5
TrustpilotThe SWALE gas engineer did checks as…
The SWALE gas engineer did checks as expected but, left the cover of the pipes below the boiler exposed and he did not seem to be caring as he stated that they should not be covered for easy access.We have been here for many years, no other engineer has complaint about the cover before, they take it off and replace it after doing work. We had to find someone to put it back in place, which was not fair to us at all.Please do not send him back here again.
Norah · 28 April 2024
Agent replied · 11 June 2024
Hi Norah,Thank you so much for bringing this matter to our attention and we're truly sorry to hear the Swale engineer on this occasion wasn't as helpful as others that have previously been in your home.Whilst we appreciate pipes are unsightly it's highly recommended for pipes to be left exposed as it’ll allow easy access should there happen to be an emergency situation. However, we certainly feel your dissatisfaction especially when it’s never been an issue before, and rest assured we've certainly taken onboard your feedback.If of course there's anything further we can do to help, please do let us know and it’ll be our pleasure to do our best for you.We have an amazing team who are reachable by email at lqdirect@lqgroup.org.uk and it'll be most helpful if 'Trustpilot' is used as your email subject.Many ThanksCustomer Service Team
★★★★★ 3/5
TrustpilotK&T Mess Up 2 Years In A Row
Unreliable engineers, a sub-standard attendance policy (why can the engineer not call the resident to advise of his arrival or leave a card if they've attended but nobody answered?) and, regarding the prize if you allow entrance to an engineer on the first visit, neither K&T nor L&Q take ownership of the problem should the gas safety check not get carried out throught no fault of the resident, but you lose the chance of winning the cash prize because of the contractor's inefficiency. For two years in a row.And receive warning letters from your social landlord because the aforementioned contractor didn't inform them they missed the initial appointment or that you, the resident, had rebooked another appointment.I work with vunerable residents in another London borough and we wouldn't accept the performance L&Q or K&T have shown.
Daniel · 27 April 2024
Agent replied · 11 June 2024
Hi Daniel,We’re so thankful for your review and for very sorry to learn of the disappointing experience you’ve had with K&T.Understandably problems with appointments can be somewhat frustrating, annoying as well as cause an inconvenience so we really to feel your frustration and sympathise with you when this happens. We are aware some engineers out of courtesy do call our residents, but we understand this isn’t essential however we certainly welcome your feedback with this.When a missed call has taken place, engineers are expected to leave a calling card so we’re very sorry if this didn’t happen on this occasion, but we thank you for also making us aware this is happening too.As you may already be aware gas safety checks are essential, and our letters are automatically generated until a valid gas safety certificate is on file. Therefore, we’re unable to prevent the letters from being sent even during situations like you’ve unfortunately experienced but once again, we’ve certainly taken onboard your feedback and perhaps better communication would be a much better experience for our residents.Rest assured all of your feedback has been noted as we’re always looking at ways we can further improve the service we deliver, and your experience with K&T will certainly help us along the way.In the meantime we’re here for you and if you still need further help regarding this matter, by all means please let us know by email at lqdirect@lqgroup.org.uk (with Trustpilot as the email subject) where it’ll be our utmost pleasure to help.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotMy repair has not been fixed I have…
My repair has not been fixed I have been waiting over 3 months for I have been left without a handle on my back door so I me or my children can not access the garden I have been repeatedly ignored and brushed off. No one has contacted me regarding my repair. Or even attempted to come out an fix my handle it is a fire hazard and a health & safety risk I have sent 4 email complaints and raised it to a stage 4 and STILL BEEN IGNORED
Nicki · 24 April 2024
Agent replied · 11 June 2024
Hi Nicki,We’re extremely sorry the repair is taking much longer than you hoped for, we can see why this would be disappointing for you and we apologise profusely if we haven’t fulfilled your expectations.We’ve had the opportunity to investigate this matter further and we understand our contractor has been out to the property and assessed the works needed. However, following their visit we had to allow our contractor time to submit their quotation to us and once the quotation is received, we then submit this information to our panel for approval. Sadly, this part of the process can take time which incidentally has had an impact in the works being delayed.Good news is the quote has since been authorised and our contractor is now in a position to return to your home and complete the repair.With this mind, we’ll be chasing the contractor today and we hope you’ll also receive contact from them very soon with an appointment date arranged.We sincerely hope this helps but by all means please let us know if there’s anything further we can do for you.Many ThanksCustomer Service Team**UPDATE**Hi Nicki,Just to update you following a response from our contractor.We've been advised the new parts are on order and the contractor is just awaiting delivery from their suppliers, but as soon as they have delivery they'll be sure to contact you to arrange a fitting date.We hope this helps but please do let us know if there's anything further we can do for you 😊Many ThanksCustomer Service Team
★★★★★ 2/5
TrustpilotNo contact
No contact, left with no sink, plumber had a smart remark also I was meant to get an appointment for the the wet room and hasn’t conyme back
Cherelle · 25 September 2026
★★★★★ 4/5
TrustpilotReally helpful Sales Associate
Nipa has been really helpful (and patient as I have has a lot of questions!) throughout the viewing and application stages and continues to be great as the sale proceeds.
Zoe · 31 May 2024
Agent replied · 11 June 2024
Hi Zoe,Thank you very much for your amazing review!We're delighted Nipa has been most helpful during your journey with us and she's certainly made us proud to know she's delivering an outstanding service to our customers too.It really is lovely to read such amazing feedback and we're sure Nipa will be most grateful for your praises too.Wishing you all the best as you continue your journey with us and we sincerely hope the sale proceeds very well for you too 😊Many ThanksCustomer Service Team
★★★★★ 2/5
TrustpilotService charge is too high
Service charge is too high, paying for the whole estate, even the areas I don't have access too? Why is that? Why am paying for some random building's cleaning??
W.A · 17 June 2024
Agent replied · 23 August 2024
Hi WA, Thank you for your review and sharing your thoughts and feeling with us. Service charges cover the cost of any communal services, such as grounds maintenance, a caretaker and cleaning shared areas. The charges also cover the cost of maintaining and repairing equipment within shared areas, such as lifts, communal TV aerials, CCTV, electronic gates, door entry systems and fire safety equipment.If you are unsure whether you're paying for a service that you're not receiving, then our dedicated team would be eager to look into this in more detail. Please email us at lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header would be really helpful. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotSimply the worst.
I have been with L & Q since about 1990 but they’ve really gone down hill, I’m sorry to say but they have. My son and I are disabled and OT have recommended that we be rehoused because our property is unsuitable, it’s also affecting our mental health. They’ve known since 2022 that we need to be moved closer to family because we both needed surgery and I’d need help to cope. Of course, they still haven’t moved us and they don’t want to. My son had major spinal surgery last September and then was rushed back in at the beginning of October due to an infection in the incision. He was off college until after October half term and I had to struggle with him on my own and it was heart breaking to see him in so much pain. My family live 4 miles away but my brother also cares for my dad, so we were in our own, out in the countryside. Even the neighbours didn’t bother. I’m always polite and respectful to everyone, no matter what but now I’ve just about had enough. L & Q have known we needed to be moved since 2008 because of my violent ex partner who threatened to kill us but nothing they can do. Our health has deteriorated greatly and disabilities have got worse. I had a phone call from Friday offering me a date for my operation for May 3rd but I had to ask them to put it back because we’re still here. I’m high risk because of swelling in my legs that can only be removed via liposuction, I have this in my arms too, it’s called lipoedema and it’s not nice, can be painful. Because of this there’s a high risk of infection, which will lead to amputation. But when my doctor applied for funding for the liposuction, they said no, because it’s cosmetic! It’s quality of life, not cosmetic. L & Q know about all this and still they don’t care. They sent us a letter last year because they couldn’t gain access to do essential repairs, they said I refused, which is a lie because they kept making appointments without checking first, my son and I had a lot of hospital appointments last year due to our upcoming surgeries. They said they phoned but they didn’t. They are simply the worst. I e been in tears with my pain, I need the surgery and I broke down seeing my son in so much pain after his surgery. I would never, ever recommend L & Q to anyone. Julie Kingsley.
Julie · 21 April 2024
Agent replied · 11 June 2024
Hi Julie,Thank you so much for leaving us a review and we're truly saddened you feel our services have declined over the years.Although you've had a disappointing experience, we still value your feedback, and we sincerely apologise if we’ve failed to meet your expectations and most importantly for the upset caused to you.It certainly isn't our intentions to make you feel this way, but rest assured we've taken onboard your feedback as we're always looking at ways to further improve the service we deliver, and your review will certainly help us along the way.Furthermore, we're also saddened the outcome of your moving application wasn't what you hoped for and we're sorry to learn of your own personal struggles and that of your sons too. We can imagine it must be difficult for you both and we can honestly understand why you’re looking to move home.As you may already be aware, we closed our housing transfer option a good few years ago now and all residents that were previously on the waiting list had to reapply and provide substantial evidence to support their application. As soon as we were in receipt of the application and sufficient evidence, we would then submit a medical assessment to our independent medical advisor for advice. This of course wasn't an easy decision to close our transfer list and it was purely because the demand for housing is so high and it could take many years to move home via this option.However, there are other options available to move that you may wish to consider. We’re finding the most effective option is via a mutual exchange and full details about the scheme are available on our website or by following the link provided below. We hope you find the information helpful.https://help.lqgroup.org.uk/help/tenant/housing-options/mex-how-toAlternatively, you’re more than welcome to seek advise from your local authority who may also be able to help with your housing needs.If of course we can be of further help or if you have any questions, by all mean please reach out to us and we’ll be sure to provide help and support wherever we can.Contact with us is welcome through any of your preferred channels or by email at lqdirect@lqgroup.org.uk where we kindly request ‘Trustpilot’ is used as your email subject.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotAwful experience I would not recommend
Awful experience I would not recommend this company unless you have unlimited time to deal with problems. Several issues since the start of the process. But since moving in there have been further problems showing that the checking of properties is not adequate. For example, freezer door left open and needing to be defrosted and cleaned on the move-in day. Heating not checked radiators not all working. No manual for heating system, still not provided. Integrated fridge door broken not highlighted on check-in, still waiting for it to be replaced. Issues with water temp in shower still not addressed. Washing machine dirty significant build up of pet hair and L&Q refuse to use their cleaning team to address this. Blinds dirty marked, bugs on them, cobwebs etc. I’m constantly calling L&Q and they ask me to call back every few days. Promised cleaning and then after 12 days told it won’t be happening. I would not recommend this company. Still waiting for them to a acknowledge my complaint after 10 days. They don’t appreciate how much time and disruption it causes to raise issues and have contractors attend the property.
Ash · 20 April 2024
Agent replied · 11 June 2024
Hi Ash,Thank you so much for taking the time to leave a review and for expressing your concerns with us.We’re extremely sorry to learn there’s several issues with the property and you felt the need to complain, but we honestly understand and appreciate your reasons for this.We’d very much love to be given the opportunity to further assist you and to investigate the cause of the delay with your complaint as well as ensuring you receive a full response from us,To help us achieve this we kindly invite you to email the details to us along with your full address to lqdirect@lqgroup.org.uk, and It’ll be a great help to us too if ‘Trustpilot’ is used as your email subject on this occasion.Feel free to reach out to us at any time and it'll be our utmost pleasure to help 🙂Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotStressful, poor communication and several changes to the move in date
L&Q would only give a provisional move in date despite all tenancy checks coming back (this should have been a red flag). This seemed to work in their favour as they changed the move in date several times and they stressed the fact the date was 'only provisional.' This caused a lot of stress and disruption. The full contract was only received at 3pm the day before the move in. The day before I was told the move in could be next week or a couple of weeks. It was not good enough when you need to organise a move and book time off work. I was told the delay was due to the gas engineer which was a part of the L&Q company, the delays were blamed on poor communication within the team. I received phone calls with several problems and not a lot of detail or reassurance about how they planned to resolve the issue. I have never had this experience with a letting agent before, it felt chaotic and unnecessarily stressful. I did find the letting agent Sefik who organised the viewing and reservation very helpful, thank-you to him.
Ash · 20 April 2024
Agent replied · 11 June 2024
Thank you for leaving a review following your recent journey with our lettings team.We’re truly saddened to learn you had a stressful experience and we apologise profusely for the upset this may have caused you at the time.Whilst we appreciate and understand your disappointment, we’re most grateful to you for sharing your thoughts and feelings with us as it helps us to understand where we could potentially make improvements to ensure a better service is being delivered to other customers as well.Many thanks for your kind words for Sefik, they mean a lot to us and most importantly we’re delighted you had a helpful viewing and reservation experience.In the meantime, we sincerely hope you’ve settled well into your ne home and we wish you every happiness too. If of course there’s anything you’d like our help with, please kindly reach out to us at anytime and it’ll be our pleasure to do our utmost for you.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotEverything went smoothly with no drama
Everything went smoothly with no drama, most things you do online or on the phone always cosists of either incompetence or some sort of big drama to deal with.
MR · 14 June 2024
Agent replied · 23 August 2024
Hi Leigh, Thanks so much for the 5 star review. It's always our aim to ensure a seamless experience, and it's incredibly rewarding to hear that this has been achieved for you. We appreciate your patience if you experienced any issues when calling us and look forward to continuing to provide you with a great service. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotMain front door left on latch/unlocked
I left a note on the main front door telling people to stop leaving it unlocked/on the latch (this is being done regularly and probably by the people that flat 5 continues to let in and out of his home at all hours) because we've had attempted break ins in the past... someone has torn it down and it's now on the floor...write to residents except me, to address.I remind you like I have numerous times in the past, that door not closing properly/being faulty or being left unlocked, compromises my home contents insurance agreement.
Blackbutterflai · 19 April 2024
Agent replied · 11 June 2024
Hi Blackbutterflai,We're sorry to hear this is happening with the communal door and we appreciate why it's a worry for you too.We've raised this matter with our Area Housing Manager for further assistance with this.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotWelcoming Team
The team at Kew Bridge Rise were very welcoming and informative! We walked away with everything we needed and felt confident about the future.
Pearly · 7 September 2024
Agent replied · 23 October 2024
Hi Pearly,Thank you so much for sharing your recent experience with us! 😊We're thrilled to hear about the positive time you had at Kew Bridge Rise and your kind words about our team's welcoming nature and helpfulness mean a lot to us. We always aim to provide our customers with the information and support they need to feel confident in their decisions. It's truly rewarding to know that you had such an amazing experience with us so a big thanks to you once again for your amazing review.Customer Service Team
★★★★★ 1/5
TrustpilotVery Strange
Emailed regarding a property on Rightmove. I was sent general property questions followed by a viewing date & time. I called the office on a number I found online & they confirmed that person was one of their letting agents (a general check I do). I viewed the property, I took a video of the property & when I got home I compared the video with/the pictures which were the same building but 2 completely different properties. I sent an email to the email address I had been communicating on and I didn’t receive a response regarding this or why the tenancy agreement wasn’t attached to the DocuSign. I’ve called three times and asked to put through to the same agent. First I was told he just got in so he’ll call you back (which didn’t happen) then I called back 2 hours later and was told they’ve just come out of training he’ll call you back (which didn’t happen) & third time I was told I don’t think the person is here. I still haven’t received a response, and it all seems a bit strange to me so I would advise people to be careful. The property is no longer on Rightmove or on the L&Q website.
Mimi · 17 April 2024
Agent replied · 11 June 2024
Hi Marvellous Mimi,Thank you so much for your review and for expressing your feelings of disappointment with us.We're truly sorry you've had a frustrating experience with our lettings team, and we honestly understand why this has prompted you to leave a negative review.We'd love to help and offer further assistance, and to find out the reason for the delay in contacting you. To help us achieve this, we kindly invite you to email your details to us along with the information about the property you’ve shown interest in, to our dedicated team here at lqdirect@lqgroup.org.uk.Please feel free to drop us an email at any time with ‘Trustpilot’ as your email subject where it’ll be our pleasure to help with your outstanding enquiries.Many ThanksCustomer Service Team
★★★★★ 4/5
TrustpilotSuper easy process with a very personal…
Super easy process with a very personal touch, rare in London renting! Tina was fantastic as was Marius.
Laura · 4 December 2024
Agent replied · 26 December 2024
Hi Laura, We truly appreciate your 4 star review!It brings us great joy to know that your experience was seamless and that Tina and Marius were there to add a personal touch throughout the process. We hope you are enjoying your new home and settling in comfortably. Many Thanks Customer Service Team
★★★★★ 5/5
TrustpilotClare Green has been incredible
Clare Green has been incredible. So supportive and ensured all answers to my questions have been fast and effective.
Antoniasimmonds · 19 November 2024
Agent replied · 22 November 2024
Hi Antonia,Thank you so much for your 5-star review! 😊We're chuffed to hear that Clare has been so helpful and provided exceptional service. It truly makes us proud to hear this too.It certainly sounds like everything went perfectly for you, which is fabulous to hear.Many thanks again for sharing your experience with us, your feedback is greatly appreciated.Customer Service Team
★★★★★ 4/5
TrustpilotTheir actual work and manner is excellent, let down by poor communication skills.
They simply turned up, wasn't expecting them, no appt. Said they'd return if inconvenient. Let them do the job since it wasn't raining. They were polite, friendly, helpful and savvy, had the fence up in under 15mins, it's still standing and looks good. But, each contact was by phone tho my records are flagged with the word "DEAF". And I shd have been given an appt. Otherwise, they'd have gotten five stars.
Ruth · 2 September 2024
Agent replied · 11 June 2024
Hi Ruth,Thank you for sharing your experience with us and for the 4-star review!We understand the importance of scheduled appointments and we apologise for any surprise our arrival may have caused. Your feedback is valuable to us, and we'll make sure to address this issue to prevent it from happening again.We're thrilled to hear that you were pleased with the quality of our work and the speed of the fence installation. It's great to know that our maintenance team has done a fantastic job.We would like to investigate why communication with you may not have been fulfilled correctly and ensure it doesn't happen again in the future. Please can you email your details to us at lqdirect@lqgroup.org.uk, mentioning 'Trustpilot' in the subject line. Our team is here to help, and it’ll be our pleasure to do this for you 😊Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotI have outstanding works dating back to 2007
I have outstanding works dating back to 2007. When you report a repair it takes one to three months for an appointment.You cannot get to speak to anyone with the exception of Customer Services. I have had scaffolding in front of my house since 8th Dec 2023, the scaffolding is still standing as at today’s date 12 Apr 2024. L&Q are happy to waste money and yet unable to deliver. The plumber who came to work here on 2 Apr, pushed down the protector cover to stop mice entering the house via the drain pipe. This protector blocked the flow of water going down the drain. So frustrating with L&Q.
RB · 12 April 2024
Agent replied · 11 June 2024
Hi RB,Thank you so much for taking the time to leave us a review and for bringing each of your concerns to our attention.We're very sorry you've had a disappointing experience and we apologise profusely for the continued delay with some repairs.We'd very much love to investigate each of your concerns and provide an update on how the repairs are progressing, but to help us achieve this we just need to gather further details from you. With this in mind, we kindly invite you to reach out to us by email where our dedicated team will gladly offer their help in providing this information.Please kindly address your email to lqdirect@lqgroup.org.uk and it'll be most helpful to us as well, if 'Trustpilot' is used as your email subject when contacting us on this occasion.In the meantime, we look forward to hearing from you and helping you soon😊Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotDO NOT rent with them
We haven't been able to move into the apartment despite paying 2 months of rental as of 10 Apr'24. The apartment was handed to us in an inhabitable and extremely deplorable and unhygienic conditions. When we got the keys, there was no hot water in the house and the showers and toilet flush was not in working order - all of these being basic necessities. Moreover, the place was never cleaned beforehand - the fridge was stinking, washing machine had mold, the toilets were in extremely foul condition and the curtains have rust on them. The property manager takes no ownership of getting the issues fixed and house not checked before handover for basis functionalities such as appliances, hot water, flush etc. There have been >10 visits from different contractors and the issues are still not fixed even after several weeks of reporting. Their compensation is also a mockery on the plight of the tenants.
Kuhu · 10 April 2024
Agent replied · 11 June 2024
Hi Kuhu,We’re very sorry to see your 1-star review but we appreciate you taking time to share your experience with us so far.We can honestly say we feel the upset this is undoubtedly causing, and we’re also saddened there were several issues that needed addressing in the property.It’s really unusual for this to happen because when properties become vacant, they’ll go through our process to ensure the property is ready for reletting. However, we appreciate at times things sadly do go wrong but we’ll do everything to ensure they’re rectified as quickly as possible.Having investigated this matter further, we understand you’ve been in touch and raised your concerns with us in the way of a complaint. We’d like to reassure you your complaint is still being worked on, and our complaint handler will keep you informed as soon as we have further information we can share with you. We’ll of course keep your complaint active until a final resolution has been achieved.In the meantime, if you have any further questions or if there’s anything else you may need our help with, please do let us know by email at lqdirect@lqgroup.org.uk and by ensuring ‘Trustpilot’ is used as your email header.Please bear us in mind and feel free to reach out to us at anytime where it’ll be our utmost pleasure to help.Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotL&Q ignore residents
I've made over 6 complaints about the front door to l&q, the last person that dealt with my complaint was a Mr Harry (cant say the surname). He didn't even bother to reply to my email, when I asked when will the new front door be fitted. The front door has large gaps, big enough for mice to come into the property. The job has been cancelled 3 times and nobody from l&q has even contacted me about this. I have a disabled child and a baby! I never miss paying my rent and I take care of the house but l&q don't seem to care much about residents.
Sugar · 9 April 2024
Agent replied · 11 June 2024
Hi,Thank you so much for taking the time to leave us another review and for continuing to express your dissatisfaction with us.We fully sympathise with you for the continued disappointment and frustration this is causing, and we'd love to help with your concerns and work with you in finding a resolution.With this in mind, we kindly invite you to contact us by email at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where our team here will do their utmost to help and provide an update on how your complaint is progressing. Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotLack of support for people dealing with noise nuisance and the impacts it has on people’s mental health
For the past two years we have been dealing with constant noise nuisance issues with dog barking from our neighbours and have received no help. We are often ignored by L&Q and when we finally hear from them they say not much can be done about the issue. We have many times seriously considered giving up our house because as a family we are in a mental health crisis and have expressed often how seriously this is effecting our way of life and mental health but still two years later have received little help. I don’t believe L&Q take issues like this seriously enough and how badly noise nuisance affects people’s mental health.
Harry · 9 April 2024
Agent replied · 11 June 2024
Hi Harry,Thank you so much for leaving us a review and for bringing this matter 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 your health. We truly sympathise with you for the noise you’re experiencing, and we understand why this would be a worry for you too. There are ways we can work with you that may help with the noise complaint you’re experiencing however it’s also important to provide us with as much evidence as possible. The best way to do this is by using the noise app to which we’ve provided a link for you below. You may already be aware of the app so please accept our apology if the information was previously provided to you.https://help.lqgroup.org.uk/help/tenant/antisocialbehaviour/asb-the-noise-apphttps://help.lqgroup.org.uk/help/tenant/antisocialbehaviour/asb-pets-and-animal-noisesAlternatively, we’re always willing to discuss your review in more detail so we can further gain a better understanding of the problem and so we can put you in touch with someone that can help and advice further.To help us make it possible, we kindly invite you to email your details to us along with your full address so we can offer further assistance to you. Our email address to contact us on is lqdirect@lqgroup.org.uk and it’ll be most helpful to us if Trustpilot is mentioned in the subject line of your email too.Feel free to reach out to us at any time where it’ll be our pleasure to help.Many ThanksCustomer Service Team
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