Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotExceptional Service from L&Q
Mr. Lee Ranson - Carpenter/Joiner - AMAZING!attended: 46 SE2 0XLEmail sent to lqdirectExceptional Service from L&Q - Carpentry RepairI recently had a carpentry/joinery repair appointment with L&Q, and I couldn’t be more pleased with the service provided. Lee, the carpenter who attended to my front door, arrived well within time and quickly assessed the issue, which had been causing me significant concern. He clearly explained what needed to be done to fix the problem and completed the repair efficiently.Lee was also kind enough to share useful tips on how to prevent this issue from recurring, and he reassured me that L&Q is always just a phone call away if I need further assistance. His professionalism and expertise truly represented L&Q brilliantly.From the moment I contacted the call center to the swift scheduling of the appointment and the prompt, professional repair, L&Q has consistently impressed me. Thanks to Lee's excellent service, I can now enjoy the rest of my day with peace of mind.Thank you, L&Q, and a special thanks to Lee, for your continued dedication to outstanding customer care!Please extend my graditude to Lee and let him know how much I appreciate his time.Keep it up!
Josephine · 16 August 2024
Agent replied · 23 August 2024
Hi Josephine,Thank you so much for the 5 star review 😊 It's great to read you received an excellent service and this certainly makes us really happy. We would like to give our member of staff some recognition therefore, if you know the full name of the person, please email us their full name and your full address at lqdirect@lqgroup.org.uk and also include 'Trustpilot' in the subject line. We have a dedicated team that can help forward this lovely review to the manager of the member of staff. Many Thanks Customer Service Team
★★★★★ 1/5
Trustpilot1 star is too generous, shocking maladministration and miscommunication from L&Q
We raised a repair issue with L&Q over 2.5 years ago to fix our plumbing/toilets and this is still not resolved. We have gone through the complaints process and a decision has been made by the Housing Ombudsman. L&Q have ignored the decision and have now missed two deadlines set by the Ombudsman. L&Q have had contractors previously visit to look at the repairs needed and the contractors left faeces behind an enclosed shelving unit in our bathroom which took several hours for us to realise (once the smell became overwhelming and we had to remove the shelving unit). There is clearly a systemic issue with miscommunication at L&Q and the maladministration to resolve our repair and carry out the actions in response to the complaint are shocking. It has been absolute hell for the past 2.5 years and I see no end in sight. L&Q should be ashamed of what they put tenants through. 1 star is too generous.
Chloe · 13 August 2024
Agent replied · 23 August 2024
Hi Chloe,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 with repairs. 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
★★★★★ 5/5
TrustpilotWhalley Manor Exceptional service every step of the way
Since placing a early bird deposit on a plot in January this year I have been kept informed and once solicitor issues had passed Emily was amazing at keeping me informed . She did an amazing detailed hand over and any snags have been promptly resolved via the site mangers on site . Emily went above and beyond with me and my daughter which has made the whole experience exceptional and I would highly recommend L and Q because of the service we have received. Keep up the great work guys
Richard · 13 August 2024
Agent replied · 23 August 2024
Hi Richard,Thank you so much for the 5 star review 😊 It's great to read you received an excellent service and this certainly makes us really happy. We would like to give our member of staff some recognition therefore, if you know the full name of the person, please email us their name at lqdirect@lqgroup.org.uk and also include 'Trustpilot' in the subject line. We have a dedicated team that can help forward this lovely review to the manager of the member of staff. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotL&Q are routinely negligent in all…
L&Q are routinely negligent in all respects. Any good new staff can't achieve anything much and get quickly burnt out. L&Q have been taking tenants money and failing to provide full services for years. Even their Complaints Team routinely fail to follow up! L&Q have kept their tenants disempowered, especially around communications... Often resulting in stress or causing mental health issues, or tenants just giving up trying to get the services they paid for.Individual staff often don't respond to tenant emails or do so inadequately, and rarely follow up the issue raised anyway. (Often blocked from doing so, by management above them)...They have an individual flat Repairs Team 'structure' that gives a tenant no 'paper trail' (via emailing) to refer to or follow up, after reporting a repair via the L&Q Call Centre (who often can't access proper information for relevant job history)... There is mainly just the sporadic cold calling to tenants, often with no VMs left, sometimes they cancel last minute while tenant has been off work half a day, or even rebook an appt without letting tenants know!Usually (unless tenant fights for it) contact details are routinely not provided to tenant, for relevant L&Q repair team / external contractor... To enable the tenant to have a record of job or else to communicate over an appt time they can do etc...Jobs can be left undone and constantly chased for years in some cases... (As in my case)..Tenants are intentionally left in a powerless situation, after calling the L&Q Call Centre. Having to constantly re-call them (often impossible to hang on phone during work hours) to try and get updates.. Ie. To say an operator hasn't arrived... Chase a long standing job... Give them availabilities etc, as the tenant can't communicate directly with repairs team / contractor etc. All causing more time wasting & uncertainty. And wasting staff hours too.. And of course, when the job is messed up, one way or another, the tenant is left powerless, with no 'paper trail' (email etc) record, to prove negligence.No commercial company could get away with such nonsense when providing paid services for their customers!L&Q have been wearing their tenants down routinely. relying on most of them giving up eventually (while raking our money in of course!).Their reputation is well known, especially amongst all the 'people based' professionals I know. They all roll their eyes when L&Q get mentioned, knowing the harm they invariably cause to the people they support..God alone knows how they still manage to get away with their long term dreadful behaviour.
Maya · 29 July 2024
Agent replied · 23 August 2024
Hi Maya Maya,Thank you so much for taking time to leave us a review, your feedback means a lot to us and we appreciate you sharing your concerns and frustration.It's clear that you've encountered significant challenges with our services, and we sincerely apologise for the difficulties you've faced and for the inconvenience this has caused you as well.We take all feedback seriously and are committed to improving our processes and communication. We also strive to provide our residents with the best possible service and at the same time we acknowledge that we haven't met your expectations in this instance. We certainly value your feedback and will use it to learn and improve our services as we move forward. We’re dedicated to ensuring our tenants have a positive experience and are committed to addressing the concerns you've raised.If of course there’s anything specifically we can help you in resolving, please do let us know and it’ll our pleasure to work with you in finding a resolution.We have an amazing team and we’re reachable by email at lqdirect@lqgroup.org.uk. 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 any time and we’ll be sure to do our utmost to help 🙂Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotMarta was everything and more…
I don’t normally take time to do things like this, but Marta you were everything and more. I waited on the line for 26 minutes but it was worth the wait. You were kind complimentary and very assuring about a situation that for some can be quite stressful. I love the Liverpudlian accent and I made sure you knew it. What was funny is that we got halfway into our call and my battery died. I called back as soon as I got power but I knew I wouldn’t get you. I also saw you email much later, but for that little time you were absolutely helpful supportive and kind! I’m so sorry this is so long winded but honestly you don’t know what’s going on in peoples lives. So to be able to make such an impact in such little time. I had to celebrate MARTA! God Bless x
Hannah · 24 July 2024
Agent replied · 23 August 2024
Hi Hannah, Wow thanks so much for your glowing 5 star review!😊We pride ourselves on being kind, supportive, and reassuring, so we are so pleased that this was your experience with Marta and that she made such an impact on you. We'll be sure to share your lovely words with Marta, as we know it'll put a smile on her face just as it has done to us. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotThis company isA very angry grandparent a joke and Trafford…
This company is a joke and Trafford housing trust should be a shamed for working with them . My daughters bath started pushing up disgusting sewer smelling water through her bath plug hole .It is definitely a bio hazard . Within in her home there are 3 babies one who has a disability and needs access to a bath at all times and yet it still hasnt been fix . One of l&qs workmen accually told her there would be a 75 call out charge .I wont repeat what he was told . Then today three different plumbers have been and in fact one is still there waiting for someone else to appear. He has been there for hours and as of 21.19 today he is still there. The house stinks like a sewer . There is a child safe guarding issue here because of the bio hazard and to put it bluntly they could give a dam .Absolutely disgusting behaviour with such a lack of care and empathy towards young babies. Hold your head in shame as i will be taking this further on behalf of my grand children . Ask your self how would you feel if it happened in your posh home . Disgraceful.
Jeff · 22 July 2024
Agent replied · 23 August 2024
Hi Jeff, Thank you for bringing this to our attention. We are deeply sorry to hear about this incident and the distress it has caused your family. Situations like these are definitely not what we aim for, and we apologise for the discomfort and inconvenience caused. We understand that having children in the home make this situation harder to deal with. Rest assured, our Northwest Team will be eager to hear from you. Please contact us through any of our communication channels or directly email our Northwest Team at contactnw@lqgroup.org.uk. Many Thanks Customer Service Team
★★★★★ 4/5
TrustpilotCheck everyone and everything
A mixed, very extended experience, first made bad by current employees knowing nothing about the parking space arrangements at Bloomsbury House and thus losing me the value of it. Some were dismissive and rude when the slightest research would have shown they were wrong. Horrid and ultimately costly from which I had to walk away. On the other hand the egregious delay caused by the estate agent and lawyer dropping the ball and this taking six EXTRA months to completion - eight months from memorandum of sale - was mitigated by the Income Team who allowed rent to accrue without penalty, a huge comfort. The lesson. Question every one and every process and check it is being done. Good L&Q people will do good things. Otherwise, email the CEO, which unblocked things twice for me.
W · 18 July 2024
Agent replied · 23 August 2024
Hi W Glynn,Thank you so much for your review, we really appreciate you taking the time to share your experience with us 🙂It sounds like you encountered some frustrating challenges during your journey to which we sincerely apologise for any upset and frustration this may have caused you at the time. We certainly feel your disappointment with the initial parking situation and the lack of knowledge from some employees, and we'll be sure to use your feedback to improve our training and ensure our team is equipped to handle such situations effectively. We're glad to hear that the Income Team provided a positive experience, offering flexibility and support during the extended delay. It's encouraging to know that our team members can make a difference in difficult situations. Although you’ve had a mixed experience with us, please be rest assured that we value your feedback and we’ll use it to continuously improve our processes, and ensure we deliver exceptional service to all our customers and residents.In the meantime, if there’s anything further we can do for you, please do let us know by email at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) where it’ll be our pleasure to do our utmost for you.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotWe was having a new bathroom flooring…
We was having a new bathroom flooring fitted, this started Monday 21st, old flooring taken up, Tuesday new drain fitted, still waiting for the flooring, my partner has multiple disabilities, we can't have a shower, because we can't get the new cement wet, the system is down and we can't get through to l and q for a update, they was supposed to come back Tuesday after the new drain was fitted but no workmen or phone call, we are very unhappy.
Jeanette · 24 September 2026
★★★★★ 2/5
TrustpilotContracted electritian came out but…
Contracted electritian came out but said a plumber was needed as he couldnt turn off the water.He assured me before leaving he had turned everything back to its original positions.However from the 4/9/26 I had no hot or cold water in the bathroom sink until a L+Q plumber came on the 15/9/26 to alter the switch/valve behind the panel under the sink.The intial problem with the shower is expected to be sorted on 28/9 ,although I was offered 24/9 but had other committments.
Lynn · 24 September 2026
★★★★★ 5/5
TrustpilotA toilet that now flushes without physical intervention
Despite having to wait for a while to get repair done and I took off toilet lid and laid it on the floor as I was worried I might drop it each time one used the toilet so I could flush it or stop it overflowing. The young man was polite and professional and soon spotted mistake made by previous plumber as the piece fitted was to close to the side which was causing the problem. He replaced it and although noisy on filling up after the flush it works perfectly.
Mrs · 24 September 2026
★★★★★ 5/5
TrustpilotKaren at willow grove Bedford
Karen at willow grove Bedford. I could have not made this journey without Karen. Karen helped me from start to finish with the move. Karen went about and beyond even after the move as she even helped sort out my broken internet!! Karen is a real credit to your company !! I have never met a more helpful person I really hope Karen gets acknowledged by L&Q for all her hard work !! Amazing service !!
MISSJOANNAWILLIAMS · 18 September 2024
Agent replied · 23 October 2024
Hi Joanna,Congratulations on your new home! 🎉Thank you so much for taking the time to share your journey with us, we're overwhelmed by your awesome review.It's wonderful to know that Karen went above and beyond to make your move as smooth as possible, and we're delighted to hear about Karen's dedication and helpfulness too.We know Karen will be over the moon with your amazing feedback, so a big thanks again for leaving a review. She truly is a great asset.We sincerely hope you settle well into your new home, and we wish you every happiness as you begin to make your new home yours.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotOver 41 days since handover and no deposit
L&Q/Metraliving's failure to return our deposit (over £2,600) after returning the keys and handing over our property in London is appalling. 41 days since we handed over the keys and still no deposit. We have contacted L&Q/Metraliving on multiple occasions regarding our deposit and the entire process has been painstakingly slow. Upon finally getting ahold of the person responsible for this process, she sent us the paperwork but this had the incorrect address and deposit amount. We rectified it, sent it back, they confirmed receipt and the amount in full as we had no deductions or issues with handover. That was two weeks ago and the funds still have not been released. This person then proceeded to ghost us with no answers or getting us our deposit back. We continued leaving messages and sending emails until the same person responded today with no new information. Completely unacceptable!As I understand, per gov.uk guidelines regarding the Tenancy Deposit Scheme, L&Q/Metraliving have 10 days to make payment from when the amount is agreed. That agreement was signed over 10 days ago (14 to be exact) and we have not yet received payment. They have failed to follow the Tenancy Deposit Scheme Rules and claim they will release the funds but have yet to do so.We are unhappy with how slow and how unresponsive their team have been in this matter. Be VERY weary as this can happen to you too!
Raquel · 11 July 2024
Agent replied · 23 August 2024
Hi Raquel, Thank you for providing such a detailed account of your situation. We truly apologise for the delays and any misunderstandings that may have arisen throughout this process. At no point is it our intention to cause any stress. As per your concerns, the team at Metra living would be very keen to investigate and sort these issues. To facilitate this, could you please send all the details of your case directly to info@metraliving.co.uk? They will be ready to assist you and resolve this matter efficiently. Once again, we apologise for the inconvenience caused and thank you for bringing this to our attention. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotI recently applied for an LLR with…
I recently applied for an LLR with L@Q'they asked me to send over my credit report from Checkmyfile which I did'i got a response email the next day that my application has been declined due to an adverse credit 'I have a very good credit score above the national average 'always payed my bills on time with no failure 'I had a loan from Oakam 6yrs ago which I payed back and on time'they made a mistake with one of my payments which they said it was down to their system 'they promised to rectify that on my file which they never did'i never thought this would be a problem only to be told I've been rejected due to that's contacted the credit agency and they were even surprised I was declined due to just one marke on my file 6yrs ago they said my credit file is very good and it's above the national average. Oakam is gone under and doesn't operate anymore. I feel I've been unfairly treated.
Mr · 11 July 2024
Agent replied · 23 August 2024
Hi William, We appreciate you taking the time to share your thoughts and experiences with us. We're sorry if you feel you've been treated unfairly. We can certainly understand your frustration when you diligently maintain a good credit score, and an error from the past comes up unexpectedly. Our process of evaluating applications includes conducting a credit check to see how credit or money has been handled in the past. Therefore, we place a high value on your credit file being up-to-date and showing the correct information. If you have identified an error, you can dispute this with the credit reporting company directly. We understand this can be a lengthy process, however, it is crucial to ensure all your records reflect the right information. Please note that London Living Rent is a government backed scheme and we must adhere to the criteria during the application process to make it fair for everyone. Should you need any additional information or any further assistance from us, please send an email to lqdirect@lqgroup.org.uk with the subject header 'Trustpilot', and we will help as much as we can. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotDaughter now needs an inhaler to sleep
Have had various damp and mould issues pop up since moving into my ground floor flat in 2020. Having raised this issue with L&Q numerous times, it was always either ignored or made to believe that it was due to a minor disrepair. My daughter now needs an inhaler before bed just so she can sleep properly. Moving is impossible, getting hold of them is impossible. What else can you do except complain publicly?
Alexias · 15 October 2024
Agent replied · 23 October 2024
Hi Alexias,Thank you so much for taking the time to leave us a review.We very much appreciate you bringing your concerns to our attention, and we certainly understand your frustration with the damp and mould issues in your flat.It's concerning that you've raised this repeatedly and haven't received a satisfactory resolution, and we apologise profusely for the dissatisfaction this has caused. We value your well-being and that of your daughter, and we're also sorry to hear about the impact this has had on her health.We're committed to addressing your concerns and working towards a solution that improves your living environment, and we'd love to delve deeper into this problem and look at ways we can assist.To help us make it possible, we kindly invite you to email the details to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where our dedicated team will gladly help with your worries and concerns.Feel free to reach out to us at anytime 🙂Many Thanks,Customer Service Team
★★★★★ 3/5
TrustpilotI like the way the 2nd engineer
I like the way the 2nd engineer did his job. He came to repair the boiler and I told him of how the 1st engineer came and dropped a slip. He immediately contact the office and rebook the 2nd schedule and carry out the servicing before leaving.
John · 22 September 2026
Agent replied · 25 September 2026
Hi John,
Thank you so much for taking the time to share your recent experience with us.
We're genuinely delighted to hear that your concerns were addressed promptly during the second engineer's visit and that the servicing was completed to your satisfaction. Your feedback is incredibly valuable to us, as it helps us and our contractor continue improving our services and ensure that our customers receive the best possible experience.
If you have any further comments, suggestions, or if there is anything else we can assist you with, please don't hesitate to let us know.
Many thanks,
Customer Service Team
★★★★★ 5/5
TrustpilotRookery Grove Amazing Site Manager
After checking out of my flat in the Rookery Grove development, I realized I had forgotten a backpack containing some essential items. I returned to the development a few days later, where the construction site manager, Eleny, was extremely helpful and kind. She didn't know where the keys to my old flat were, but she still went out of her way to help me search. We looked in multiple locations, and it took us a while, but eventually, we were able to locate them, and I retrieved my bag.A big thank you to Eleny for your help and patience! L&Q is lucky to have you.
Ahmed · 13 June 2024
Agent replied · 13 June 2024
Hi Ahmed,Thank you so much for your amazing review! 😊It makes us proud to know Eleny done everything possible to help you retrieve your bag and it's so nice to read of the positive outcome too.We're sure Eleny will be most grateful for your kind feedback too, so a huge thank you once again for taking the time in sharing your experience with us, it's greatly appreciated.Customer Service Team
★★★★★ 3/5
TrustpilotI think L&Q Knows exactly what I'm…
I think L&Q Knows exactly what I'm going through in my flat I have been waiting nearly 3 months for the seating room main light to be repaired. Now is done but I still don't have main light in the kitchen due to water link I'm still waiting for L&Q to decide when they will feel appropriate to fix my light in the kitchen. I stay without light in the kitchen without electricity at all in my bedroom bathroom seating room from 2021 21st of August Everywhere is kind of fix but now I'm waiting for the kitchen light to be fixed The last Electrician who fixed my seating room light after waiting nearly 3 months was great I thank him very much👏
Sanjay · 31 May 2024
Agent replied · 11 June 2024
Hi Sanjay,Thank you very much for your review and for taking the time to share your experiences with us.It's great to hear the electrician done an amazing job in repairing the sitting room light despite the long-awaited time to which we offer our sincerest apology for any disappointment this has caused.We'd very much love to further assist you with the outstanding repair to the kitchen light and we assume the light was made safe due to the water leaking near to the light fitting.To help us achieve a positive outcome for you, please can you kindly email your details to us at lqdirect@lqgroup.or.uk (with 'Trustpilot' as your email subject) where one of our advisors will be more than happy to help with your enquiry.It'll also be most helpful to us if you could kindly confirm if the leak has since been rectified.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotOutstanding Home Buying Experience with Joanna at L&Q
We recently bought a home through L&Q at Kidbrooke Village, and we couldn’t be happier with the experience. Joanna made everything so smooth and stress-free from start to finish.Her communication was fantastic. Joanna kept us in the loop at every stage, quickly answered all our questions, and handled any concerns with great professionalism and care. Her attention to detail and dedication to making sure we were satisfied really stood out.Buying a home can be daunting, but Joanna’s support and expertise made it a joyful process. We’re so excited to move into our new home and are incredibly grateful for the amazing service from L&Q and Kidbrooke Village.If you’re looking for a seamless home buying experience, we highly recommend Joanna and the team at L&Q. Thanks for making our dream home a reality!Lidia & Pedro
PEDRO · 28 May 2024
Agent replied · 11 June 2024
Hi Lidia & Pedro,Congratulations to you both on your new home! 🎉Very exciting times for you both and we're so pleased you've chosen your home with us.We’re truly overwhelmed with your amazing review and for letting us know about the great help and support Joanna has shown in helping you with your journey into becoming homeowner’s. Your feedback makes us super proud to know Joanna has been amazing throughout and is doing a wonderful job for our customers too.We honestly can’t thank you enough for sharing this with us and for rating your experience with the full 5-stars.Wishing you both all the happiness in the world, we hope you both make lots of happy memories in your new home too.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotConsistent issues with central heating…
Consistent issues with central heating boiler over years. Last time it was classified finally inefficient in terms of gas consumption. Blame is upon L&Q because I'm told continuously that it won't get replaced even if just few months left up to 15 years. Flue was never inspected by Swale Heating gas engineers, they seem unlikely to listen to concerns raised saying all times that these are L&Q requests ! Note: after reading the reply I hope L&Q will pay for 'loss of heat' because my gas bills are too expensive,and on the last note it is the resident paying the bills for all L&Q decisions.I was also entitled for free boiler replacement but stuborness shown just dismiss all resolution ! Bear this in mind !
Claudia · 23 May 2024
Agent replied · 13 June 2024
Hi Claudia,We welcome your feedback and we appreciate you taking the time to share your thoughts and feelings with us.We feel your frustration and we sympathise with you for the time spent trying to be heard. We can imagine this would be upsetting and we offer our sincerest apology for any upset and inconvenience caused.Your comments are valuable to us and we've certainly taking these on board. As an organisation who's passionate about the service we deliver, we want you to know your feelings have been noted and they'll certainly help us to implement changes moving forward. In the meantime, we're open and willing to discuss your review in more detail and if there's anything you specifically need help with, please contact us and it'll be our pleasure to arrange for contact to be made with you.We have an amazing team who can be reached by email at lqdirect@lqgroup.org.uk and we recommend your email subject contains 'Trustpilot' when contacting us through this channel.Many ThanksCustomer Service Team
★★★★★ 2/5
TrustpilotL & Q, you need to police your contactors more !
Not so much an issue with L & Q's involvement, more with Swale Heatings harassment tactics with 'Final notice style' letters and thinly veiled text threats regarding court action if check was not carried out. All this with an existing ANNUAL safety certificate that was just over 6 months old when the appointment requests started ! Swale made appointments that I could not attend and when I called them to tell them that I wouldn't be home they told me that the engineer would attend anyway ( I presume to tick their boxes as an attempted access ) ! Was unable to book appointments anything more than a week in advance as their system doesn't allow it making the customer portal a bit of a nonsense ! Swale and L&Q need to understand that it is not always possible for individuals to take a day off work at short notice ( especially when only halfway through the certificate period ) when their work detail may fluctuate, and to harass tenants in the manner they do is unacceptable. The cynics amongst us might think that these shortened period recertifications may prove profitable to Swale heating as they will be carrying out far more. If it wasn't for the pleasant service engineer ( as they usually are ) I would have given no stars !
David · 21 May 2024
Agent replied · 11 June 2024
Hi David,Thank you very much for taking the time to leave us a review following your most recent experience with Swale.It’s saddening us to hear this is the kind of service you’ve received, and we honestly feel your frustration with the difficult experience you encountered with Swale’s Customer Service Team and with their booking portal, but we truly appreciate and welcome your feedback.Our sincerest apology to you David for the experience had, we understand the difficulties it can be with our working residents when access is needed to your home. As gas safety inspections are essential and are a yearly requirement, our contractors must ensure a valid gas safety certificate is in place prior to the existing certificate expiring. This is one of the reasons why our contractors start the process much earlier than expected as they realise some residents may not be available to allow access if left much later.We have of course taken onboard your feedback and we’ll be sure to pass this on as it also helps us to understand what went wrong, and furthermore if there’s anything we can do to help our contractor to ensure the same doesn't happen again.In the meantime, if you have any further questions or if there’s anything further we can do to help, please let us know by emailing us at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) where it’ll be our pleasure to do our best for you.Many ThanksCustomer Service Team
★★★★★ 3/5
TrustpilotMixed experience
Experience with the letting agent was really simple and seamless. We were dealing with Gemma who was great. We were able to view the flat easily, and made a prompt offer which was hastily accepted. Once we’d signed and accepted the offer, we were dealing with Tina. She was positive and friendly throughout. For reasons unknown, there was a problem with one of my bank statements. The confusion (on the L&Q side) went on for a number of weeks, as the statement was questioned, approved and then redacted again in the week we were scheduled to move in. This back and forth regarding my statement without any clarity regarding the problem was finally approved again two days before move in, after I wrote an essay breaking down the numbers on the statement. This process proved very stressful for both myself, and my flatmate.During this final week, Tina was extremely helpful and went above and beyond to help us move in on our scheduled day. However this didn’t make the process much less stressful, due to the last minute nature. Now that we have moved in, we’re very happy. The flat was in good condition (with freshly painted walls and cleaned carpets), with our only gripes being a few marks on the wood flooring, and the terrace being a bit messy.On the whole L&Q have been pretty good, and we are extremely happy to be moved in. I love the flat, I just wish it would have been slightly less last minute.
George · 17 May 2024
Agent replied · 11 June 2024
Hi George,Congratulations on your new home! 🎉We're so grateful for your review and we appreciate you taking the time to share your journey with us too.It certainly makes us proud to know you're generally satisfied with your overall experience and your kind comments for both Gemma and Tina truly mean a lot to us as well.We're saddened to learn there were some issues with your bank statements, we certainly feel your frustration with this, and we apologise profusely for the stress this caused you at the same time too.We hope the issue with the messy balcony and flooring has since been resolved for you as well, but if for any reason you need our help with these, please do let us know by emailing us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where we'll gladly help and provide further advice to you.In the meantime, we wish you all the best and lots of happiness as you continue to make your new home yours.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotHeartbreaking
The L&Q/Laurus development in Delamere is painful. The residents managed to organise some community meetings which were attended by the customer care manager and some project managers from L&Q (Laurus). All sorts of promises were made and I can tell you as a resident of Delamere that nothing has happened. I pity the people who bought there. The whole place has dragged the area down. The construction is very clearly rubbish and causing great anguish to so many people that I meet who unfortunately purchased properties there. I attended two meetings myself and heard all the things L&Q said they’d do and I can see its six months in and none of that has happened. Worst building company I’ve ever seen.
Janice · 15 May 2024
Agent replied · 11 June 2024
Hi Janice,Thank you for your review and we're so grateful to you for bringing this matter to our attention.We certainly feel your dissatisfaction when this happens and we're sorry if things are taking much longer to resolve than you hoped they would be.We'd love to be able to further investigate the cause of delay and to find out why there hasn’t been any progress made since the meeting took place with our residents.To help us achieve this we kindly invite you to email as much information to us as possible (including your contact details) to our dedicated team who’ll be more than willing to help direct this matter to a member of staff who can help you.We're reachable at lqdirect@lqgroup.org.uk and it'll be most helpful to us as well if 'Trustpilot' is used as your email subject on this occasion.You’re more than welcome to reach out to us at any time and we very much look forward to hearing from you 🙂Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotWe had an exceptional experience…
We had an exceptional experience working with Nipa during our recent flat purchase. She demonstrated remarkable efficiency and expertise throughout the process. From our initial inquiry to the final paperwork, Nipa was always proactive, responding to our questions and concerns promptly. She has deep knowledge of the property market and attentive approach made us feel confident and well-informed at every step. We were particularly impressed by how swiftly she facilitated communications and handled the complexities that came our way. We highly recommend Nipa to anyone looking to have a seamless and positive property buying experience. Her professionalism and dedication are truly commendable.Simon and Tomasz
Simon · 11 May 2024
Agent replied · 11 June 2024
Hi Simon & Tomasz,Wow…Thank you so much for your glowing review! 🙂We’ve absolutely loved reading your review and learning about your amazing journey with us. We can’t thank you enough for your kind words for Nipa, she certainly is a great asset to the team and we’re over the moon that you’ve had the most wonderful experience with her as well.We know Nipa will be just as grateful for your kind words too, so we really do appreciate you taking time to leave us a review and for complimenting our staff.In the meantime, we wish you both lots of happiness and we hope you love your new home just as much as we do.Many ThanksCustomer Service Team
★★★★★ 1/5
Trustpiloti have been offered property 2 months…
i have been offered property 2 months ago through council bidding system . on 27th March 2024 they invite for viewing and asked me to fill up application form which i did same day along with supporting documents . now is 5 week start no one contact me i called everyday to East letting team but they never reply me . every time they promise to call me back but i never recived any call . very poor and disappointed services for East letting team . i am very despratelly waiting for move my new house i have been homeless for last 10 months and living in one room with my family including 2 disabled kids . anyone Please Please help me .Thanks Noman Wahab
Noman · 1 May 2024
Agent replied · 11 June 2024
Hi Noman,Thank you so much for your review and for sharing your recent experience with us.We’re sorry to learn you’re still awaiting to hear from us, and we understand why it’s important for you to be in your new home sooner rather than later.Various reasons can prevent this from happening and it’s not unusual for delays to occur from viewing the property until your tenancy starts, but we’d very much love to help and further investigate the cause for this to happen.Please can you kindly email the details to our dedicated team here at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) where we’ll gladly work with you and our lettings team to ensure contact is made with you.Many ThanksCustomer Service Team
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