LQ London reviews

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

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

Hi Dianne,Thank you so much for your feedback and for sharing your experience with our contractors at Swale Heating.Firstly, we sincerely apologise for the delay in completing the boiler repair, we appreciate this would be a worry and we can imagine the whole experience to be frustrating as well.We're pleased the engineers done their utmost to provide a temporary fix and we hoped to think our residents was also provided with temporary heaters which our contactor is also obliged to do.It's great to hear the boiler repairs have finally been completed after the long wait and our residents heating and hot water has since been restored, but rest assured we've taken onboard your feedback as it helps us to understand when things aren't going so well and where a more improved service would be welcomed.In the meantime, if we can be of further help and assistance, please let us know and it'll be our utmost pleasure to do our best for you.Contact with us is welcome through any channel or by email at lqdirect@lqgroup.org.uk and we kindly request 'Trustpilot' is mentioned in the subject line of your email too.Many ThanksCustomer Service Team

Hi Sue,Thank you very much for your review!We absolutely value your feedback and most importantly we’re thrilled you’ve had a good experience.It makes us happy to know our Customer Service Advisors are delivering a friendly and helpful service, and the operative also done a great job in repairing the fence and gate for you. Your feedback certainly helps us to understand of the excellent work our maintenance team are doing whilst in our residents home too so we can’t thank you enough for sharing your experience with us.This is the kind of service we always strive to deliver, and we’ll be sure to continue working hard to deliver the same level of service again.Many thanks again Sue, we truly value your review 😊Customer Service Team

Hi Ruth,Thank you for your review and feedback. We're truly sorry to read of your experience with us.Feedbacks help us understand where we're going wrong and work on improving our services. We have a dedicated team here that can help and advice. Please email us at lqdirect@lqgroup.org.uk and would be great if you can use 'Trustpilot' as the subject header and our team will do their utmost for you. Many Thanks Customer Service Team

Hi Michelle, Thanks for leaving us a review to highlight your experience. We're really sorry to hear about the mess that was left behind. This is certainly not the standard we aim to provide. We can understand this would've caused some inconvenience and have logged feedback regarding your report. We appreciate you bringing this to our attention as it helps us improve. Many Thanks Customer Service Team

Hi David,We welcome your review and thank you for taking the time to share your concerns with us.We're truly sorry to hear about your disappointment and we sincerely apologise for not meeting your expectations. It is never our intentions to cause you stress and upset, and we deeply regret that you feel this wayPlease know that we are here to assist you, and if you have any questions about the service charges, our dedicated team will be more than happy to help.Feel free to contact us anytime via email at lqdirect@lqgroup.org.uk. It'll be most helpful too if "Trustpilot" is used as your email subject.Many Thanks,Customer Service Team

Hi F Nicholas,Thank you so much leaving us a review and for sharing your thoughts and concerns with us.It saddens us that you feel our service has declined over the years and we're sorry we haven't delivered the kind of service you once received, but thank you for letting us know of your feelings as it helps us to understand where we could potentially do better.Thank you for also raising your concerns regarding an outstanding repair and we sincerely apologise the repair is taking longer than hoped it would be.Having investigated this further, we can see what’s happened and we'll be sure to get this resolved for you. Please allow us some time whilst we do this, but we'd like to assure you, an appointment date will be received from us shortly.In the meantime, if you have any further questions, please let us know by email at lqdirect@lqgroup.og.uk where our dedicated team will be more than happy to help.Many ThanksCustomer Service Team

Hi,Thank you for your review and for bringing each of your concerns to our attention.We certainly feel your frustration and we understand the risks involved with rodents. We appreciate they can cause a nuisance and they’re unpleasant to live with so we really do understand how frustrating and upsetting it must be for you, however we do have procedures in place for pest control and necessary treatment can be arranged.We would also like to help you with the other maintenance issues within the building and to look at ways we can work with you in resolving them.We sincerely apologise if we've previously failed to meet your expectations and it saddens us to hear you feel our services have declined over recent years too, but we would very much love for you to email your concerns to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where it'll be our pleasure to further assist you with your enquiries.Many ThanksCustomer Service Team

Hi MG,Thank you for leaving us a review and for expressing your feelings about the recent service charge increase.We appreciate the increase may seem like it’s come at a difficult for many, but we would like to assure you it wasn’t our intentions to cause you any upset and we apologise profusely for the distress caused to you.As you may already be aware, service charge reviews happen yearly and it's also a very difficult decision for us too. Sadly, the increase in costs for providing the services has also had an impact but we honestly understand and appreciate the dissatisfaction this causes.We are of course open and willing to discuss your concerns in more detail and help with any service charges you feel have been charged in error. If this is something you would like us to do, please kindly email your details to us and by highlighting which charges you feel are not applicable and we'll be sure to investigate them further for you.We're reachable at lqdirect@lqgroup.org.uk and it'll be most helpful if 'Trustpilot' is used as your email subject when contacting us on this occasion.Feel free to reach out to us at anytime and it’ll be our utmost pleasure to help.Many ThanksCustomer Service Team

Hi Dawnie,We appreciate you taking the time to leave us a review and for letting us know how your recent appointment went for you.We're delighted you're happy with the plumbers who attended your home and who done a good job in repairing your taps for you. This is great news and it makes us happy to hear this too.Furthermore, we're very sorry to learn of your dissatisfaction and we've certainly taken onboard your feedback. We're truly sorry if it's caused you some upset and it certainly wouldn't be our intentions, it's just that we must follow our own policy and procedures in situations like this but they certainly wasn't intended to make you feel this way. If however you have any further questions we’d love to hear from you and we'll be more than happy to help you with these. With this in mind, we kindly invite you to email us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where it'll be our pleasure to arrange contact with you.Many ThanksCustomer Service Team

Hi Krystal,We welcome you review and we thank you for sharing your thoughts and feelings with us too.We're dedicated to providing a positive experience for all our residents and customers, and we’re sorry if our services haven’t quite met your expectations. We're committed to improving our services and your comments will certainly help us as we continue to work hard towards offering a better service.Please be rest assured we'll be sure to share your feedback for you as it also helps our management team to better understand where a more improved service would be welcomed.In the meantime, if there's any specific concerns you may need our help with, please do let us know and it'll be our pleasure to help. Contact is welcome through any of your preferred channels or by emailing us at contact@lqgroup.org.uk where we kindly request 'Trustpilot' is used as your email subject.Many ThanksCustomer Service Team

Hi Londonder,We appreciate you leaving us a review and sharing your thoughts. We understand your frustrations and we want to assure you that we care deeply about our residents and their well-being. We know an increase in rents can be concerning, especially in the current cost of living crisis. Do know that we follow the rules and guidelines set by the government when we calculate any changes to your rent each year. Should you find yourself worried about paying your rent or managing your finances, we urge you to make contact with us. We have a range of support services available to assist you. To address this matter promptly and efficiently, please contact us directly lqdirect@lqgroup.org.uk use 'Trustpilot' as your subject header for ease of reference. Rest assured, we hear your concerns and we are here to support you. Many Thanks Customer Service Team

Hi Cy,Thank you so much for your review and for taking the time to share your experience with us.We're truly sorry you had a disappointing experience with K&T Heating, and we apologise profusely for the confusion with your appointments and for the inconvenience caused to you too.We also hear your dissatisfaction with receiving reminder letters and whilst we appreciate it's not nice receiving these letters, it's important that we're complying as a landlord. As you may already be aware it's essential for a gas safety inspection to be carried out on your home each year and reminder letters are sent to all residents. Unfortunately, as these letters are automated, we're unable to prevent them from being sent until a valid gas safety certificate is on file. Please bear in mind once the gas safety check is completed, it can take a few days for us to receive the certificate. In the meantime, it’s quite possible another letter could’ve been generated and sent out to you. We sincerely hope this information helps and we'd like to reassure you it wasn't our intentions to cause so much disappointment. We're here for you should you have any questions and you're more than welcome to reach out to us at any time where we'll be more than happy to help.Contact with us is welcome through any of your preferred channels or by email at lqdirect@lqgroup.org.uk. If email is your preferred option, we kindly request 'Trustpilot' is mentioned in the subject line of your email too.Many ThanksCustomer Service Team

Hi Stephen,Thank you so much for taking the time to leave us a review! 🙂Your feedback is incredibly valuable to us, and we are thrilled to hear that you had a positive experience with our maintenance service. We're especially happy to hear that you found our operative to be polite and efficient.We truly appreciate you sharing your experience with us, and we can't wait to assist you again in the future.Many Thanks,Customer Service Team

Hi Louisa Lee,Thank you for your review.We're truly saddened to read your comments, and we apologise profusely if our services have failed to meet your expectations, especially with complaints not being taken seriously.We always aim to provide an excellent service, and we're sorry if this wasn't the experience you had with us. We certainly value your input and will use it to improve our processes.If we can be of further help and assist in putting right what went wrong, we'd love to hear from you.Please feel free to email our dedicated team here at contact@lqgroup.org.uk (with 'Trustpilot' as your email subject) where it'll be our pleasure to do our utmost for you.Many Thanks,Customer Service Team

Hi Josephine,Thank you for your amazing review! 😊We appreciate you taking the time to share your positive experience and we’re thrilled to hear that you were pleased with the prompt service, professionalism, and courtesy of our operative. We always strive to provide our customers with a positive and reliable experience, and we're also happy to hear that our operative was respectful of your home ensuring your cat was safe indoors.Your feedback means so much to us. Many thanks again for your review and we hope to be of help again soon.Customer Service Team

Hi Johnny, Thank you for your 4 star review. We are sorry for any miscommunication regarding the appointment time for your gas safety check. We always strive to be as clear as possible when scheduling services and go by the time frames given by our Gas contractors attending. We're glad the engineer was able to arrive early at 10am and we hope any inconvenience caused did not disrupt your day too much. We appreciate your feedback.Many Thanks Customer Service Team

Hi Sandesh,Thank you very much for you amazing review and for your kind works for Nick.We're so happy your experience so far has been good, and Nick has been at hand to help you. It certainly makes us proud to know what an amazing job our sales associates do.We'll be sure to pass on your personal thanks to Nick for you, and we wish you all the best as you continue your journey with us too.Many ThanksCustomer Service Team

Hi Paul,We really appreciate you taking the time to share your recent experience with one of our contractors and we're very sorry splashes of paint were left in your home.We would love to have the opportunity to look into this matter further as well as raising your concerns with our contractor.With this in mind Paul, would you be able to email us some photos of the splash marks along with your details to lqdirect@lqgroup.org.uk (with 'Trustpilot as your email subject) where our dedicated team will gladly do this for you.Many ThanksCustomer Service Team

Hi Jacqueline,Thank you so much for leaving us a 4-star review! 😊Your feedback means a lot to us, and we're thrilled to hear that all went well and you're happy with the work recently completed in your home.We appreciate you raising your concerns regarding shoe covers, and we're sorry to hear the operative failed to use them whilst in your home. Shoe covers are provided, so it saddens us to learn they weren't used on this occasion, but we'll be sure to share your feedback to prevent the same from happening again.In the meantime, a huge thanks again for your review, and we hope to be of help again soon.Customer Service Team

Hi Deborah,Thank you for your review and for taking time to bring your concerns to our attention.We’re extremely sorry to hear there’s a number of issues that are concerning for you and we apologise profusely if we’ve failed to provide you with the help you were hoping to receive from us.As you may already be aware, planned maintenance programmes for component renewals (such as new kitchens and bathrooms etc) are carried out on a yearly basis and we use the information from a stock condition survey we previously carried out on your home. The information from the survey helps us to understand and identify the properties that are most in need therefore it’s not unusual to see your home on a different programme to your neighbours. This is quite often the case, and we can truly say it wasn’t our intentions to make you feel as though some residents are treated differently, it just means your home will be on a different programme of works within a different year, but we certainly sympathise with your frustration and the upset this has caused.We’re also sorry to hear of the flooding issues as well as the mould and damp and we certainly understand why both issues are an additional worry for you too. It’s great a visit has already been arranged to assess the mould and damp and we look forward to receiving our contractors report so we can further address the problems that is causing this to happen.In the meantime, we’re most grateful for your kind words for our social media team, they truly are an amazing team, and we’re delighted you’re loving the service you receive from them as well.Furthermore, if there’s any more we can do to help, you’re more than welcome to contact us by email at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) where our dedicated team will be more than happy to help with any concerns or enquiries you may have.Many ThanksCustomer Service Team