Trusted Agent profile · London
★★★★★
2,509 reviews across 2 platforms
29-35, West Ham Lane, London, E15 4PH
Part of LQ, see every office.
LQ's office in London, at 29-35, is rated 3.1 out of 5 across 2,509 reviews on two platforms, including 411 Google reviews rated 1.9.
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Every review we hold for the London office, from every platform, shown as written. First names only.
4/5
TrustpilotEverything was fine engineer was good…
Everything was fine engineer was good and efficient
Hi Sabrina, Thanks for giving us a 4 star rating!We're glad everything went well and you found our engineer to be efficient. Thank you for taking the time to share your positive feedback with us. Many Thanks Customer Service Team
5/5
TrustpilotPerson was very efficient and polite…
Person was very efficient and polite and friendly
Hi Jan, Thank you so much for your 5 star review. We appreciate you taking the time to acknowledge the efficiency and friendliness of our team member. We always aim to deliver great customer service, so we're thrilled to hear your experience reflected this. Many Thanks Customer Service Team
1/5
TrustpilotNow I’m being ignored by L&Q & Swale Heating
Now I’m being ignored by the whole company. No response to stage 1. I’ve asked for the complaint to go to stage 2 not received any response to this either. Swale Heating trying to give me £30 compensation in love to shop vouchers, which is disgusting and unacceptable. After poor and outrageous service received. Due to fitting a dangerous boiler fixture in May 2023.
Hi Jessica, Thank you so much for bringing this matter to our attention and we're truly sorry you feel as though you are being ignored. We can assure you we are not ignoring you, and having further investigated this, we can advise that your complaint is active and is currently being investigated. More complex cases can take time to resolve, but our complaints handler is working on your complaint to determine a resolution and will be in contact with you directly. We hope this information helps but if you have any further questions then please feel free to contact the Team here at lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header would be most helpful. Many Thanks Customer Service Team
1/5
TrustpilotDreadful Housing Association in most respects
In the years I've been a tenant with them, and discussed issues with other tenants, L&Q staff have (with occasional exceptions, who usually leave L&Q quickly!) apparently provided poorly-skilled, fairly incapable and uncaring staff, especially within their Housing Services. Where staff seem to be keen on their position of supposed power, when in reality, they are paid by tenants to provide decent services. (With tenants claiming experiences of negligence or even behaviour suggestive of bullying). The L&Q Direct / Customer Services staff tend to be better, but sometimes make mistakes in recording details in their notes - When tenants contact them, to raise a variety of issues. L&Q further dis-empower tenants by not providing them with a copy of notes made by those staff - The record of comments made by the tenant wanting to report an issue (maintenance or tenancy). This means tenants cannot check the notes & refer back to them if necessary. (L&Q will only give the notes, if a tenant makes a formal application for a record! As if someone will do that every time they report a maintenance issue etc!). There are usually big waiting times for flat maintenance work, and have been over many years, even for quite urgent issues. With appts often cancelled at the last minute, even when someone has used work time to sit at home! Long term & serious anti-social issues are routinely not dealt with, causing great harm to health of other tenants. L&Q also use an over-complex & very confusing complaints system - Involving general poor communication with tenants. L&Q frequently change 'logos' / advertising strap lines and staff job titles, and make promises to improve their paid for services, but conditions & services for their tenants have been deteriorating rather than improving. They claim to listen to tenants, but this seems to be a rare thing indeed! Have been in the news several times, for serious issues including death caused, but this is just a tip of the iceberg sadly, as many tenants know.
Hi Maya Maya,Thank you so much for your review!Your feedback is important to us and we appreciate you taking the time to bring your concerns to our attention. We're sorry to hear of your disappointment and although we haven't quite met your expectations, we're always open and willing to discuss any concerns in more detail with you.Unfortunately reports from our contractors and/or operatives are for internal use and regrettably these are not readily available to our residents. This may become a disappointment for you, but this has always been our policy and it's important we're consistent with our procedures. If, however you’re looking to obtain personal information we hold about you, you're within your rights to request this information as a Subject Access Requested (SAR) under the Data Protection Act. If you would like this information, please let us know and we'll be more than happy to pass your request to the relevant team who can do this for you.We certainly have a duty of care for our residents and we’re truly sorry if you feel we could do better. We want you to know we value your concerns and it’s certainly not our intentions to cause any upset or disappointment. In the meantime, if you're open to discussing your review with us, feel free to email your details to our dedicated team at lqdirect@lqgroup.org.uk (with 'Trustpilot' as the subject) where an advisor will be more than happy to assist. You can also request a SAR by emailing too.Many ThanksCustomer Service Team
5/5
TrustpilotThe operative was very friendly
The operative was very friendly. And very helpful about an ongoing condition in my wet room re problems with the ceiling , due to my upstairs neighbours leaks. He suggested that a letter will be sent out to them. The problem he as been ongoing from last year and ceiling is deteriorating. Most appreciated
Hi Susan,Thank you so much for your review! 🙂We appreciate your feedback and are glad to hear that the operative was friendly and helpful. We understand your concerns about the ongoing issue with your wet room ceiling and we're committed to addressing such matters promptly and effectively. We'll be more than happy to look into this further and ensure that appropriate action is taken.To help us make it possible, please can you kindly email the details to us along with your neighbours address so we can do this for you. Our email address 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.Many ThanksCustomer Service Team
2/5
TrustpilotTook about a year from when I reported…
Took about a year from when I reported my windows needed seeing to, repairs. They said reasons were waiting for parts. It's standard UPVC double glazing. By the time they got around to doing the repair, other windows were blown, but was told they won't be replaced.
Hi Margaret, Thank you for your patience and for taking the time to bring this matter to our attention, Work of this nature often requires the expertise of specialist external contractors. This can sometimes result in extended waiting times, and we understand the inconvenience this can cause. The Contractors will usually report back if they believe the windows are beyond repair. We're sorry for any inconvenience and frustration this situation has caused. We would appreciate the opportunity to discuss this further. Please email us directly at contact@lqgroup.org.uk with your name and address details, and reference 'Trustpilot' in your subject header. Our dedicated team will be ready to assist you. Many Thanks Customer Service Team
5/5
TrustpilotJOB WELL DONE
Letter from L&Q advising of appointment, follow up reminder to check if date/time was still ok sent via SMSEngineer arrived on time and identified himself by showing his badge.Engineer conducted his work/test with no interruptions to me as working from home, left as soon as he was done no fuss no mess.
Hi Dorcas,Thank you so much for your fabulous review!It's fantastic to hear everything went perfectly for you, and we greatly appreciate your kind words about the engineer's professionalism and efficiency. Providing a seamless experience for our residents is important to us, and we're delighted that our engineer was able to complete their work without any disruption to your workday.Your feedback is much appreciated, and we thank you once again for taking the time to share this with us.We're looking forward to helping you again 🙂Many ThanksCustomer Service Team
5/5
TrustpilotMy experience
My experience with Toni and Olivia was so great. They are hospitable and accommodating.
Hi Tolani, Wow thanks for the 5 star review!We're overjoyed to hear about your amazing experience at Laurus Homes. It's pleasing to know how much you appreciate Toni's honesty, approachability, and readiness to help. Your words truly highlight our mission to keep things simple and stress free for our customers. Many Thanks Customer Service Team
1/5
TrustpilotMy email was ignored
My email was ignored, hence the one star review. If the option of leaving zero stars was available, I would have chosen that instead. How can L&Q improve? Listen and / or read customer communications and respond in a positive way. Perhaps a site visit? Understand and meet your customers.
Hi Neil,Thank you so much for taking the time to leave us a review and for bringing this matter to our attention.We're deeply sorry to learn that your email was ignored, and it's certainly not the kind of service we expect you to receive from us. We've taken on board your feedback, and we'll be sure to use it to help us make further improvements to the service we deliver.We understand that your enquiry has since been passed to the correct team for you, and we can confirm that it's currently being reviewed. We'll be sure to provide a response as soon as we have further information to share with you.We sincerely hope this information helps to provide some reassurance, and we want you to know that you're more than welcome to reach out to us at any time if there's anything further we can do for you.Feel free to contact us through any of your preferred channels or by email at lqdirect@lqgroup.org.uk, and please use 'Trustpilot' in the subject line of your email. It'll be our pleasure to help 😊Many Thanks,Customer Service Team
1/5
TrustpilotHELP
They can take notice. I've had to spend all summer with the kids playing football outside my flat, I can't here my TV can't sit outside, can't have my door open, they are abusive when asked to move shouting outside my door, Please just pu5va no ball games notice on the grass outside
Hi Sharon, Thanks for sharing your review with us. We're sorry you feel we haven't listened to you or acted quick enough. We have a fantastic team here, and we're confident we can put things right if you contact us. You can email lqdirect@lqgroup.org.uk using 'Trustpilot' in your header, and we will do our best to turn things around. Many Thanks Customer Service Team
5/5
TrustpilotExcellent Support from Tina, A Seamless Experience!
I had the pleasure of being assisted by Tina during my house move, and she made the entire process incredibly smooth and stress-free. Her professionalism and efficiency were outstanding, and she was always approachable and ready to help. I couldn’t have asked for better support, thank you, Tina!
Hi Azra, We truly appreciate your 5 star rating of our service!It's wonderful to know that Tina helped make your experience smooth and stress-free. We're thrilled to have her on our team and love hearing about your positive experience. Don't hesitate to reach out if you need anything in future. Many Thanks Customer Service Team
5/5
TrustpilotEmergency service call out to L&Q problem with water pipe that…
I had a problem with water pipe that unexpectedly started leaking terribly. To make matters worse , this happened on a Sunday evening.. I had never called L&Q in an emergency so I was not sure what to expect, but I was surprised at how quickly my information was assessed and acted upon within a reasonable timeframe.
Hi Connie, Thanks for your review and 5 star rating!We greatly appreciate your feedback and we're glad you were satisfied with our emergency response. We know these types of incidents can be pretty stressful, especially when it occurs at an unexpected time. From your words, we're so pleased to know that you are happy with our service. Many Thanks Customer Service Team
5/5
TrustpilotAbsolutely brilliant
Absolutely brilliant. Advisor was very fair
Hi Natalie,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
TrustpilotLOL WHO FROM L&Q WANTS TO TAKE…
LOL WHO FROM L&Q WANTS TO TAKE RESPOSABILTY AND HELP NOBODY FROM L&Q I HAVE BEEN THROUGH THE PROCESS BEEN IN CONTACT WITH HEALTH AND SAFETY TEAM AND STILL NOTHING BUT I WILL GO TO THE POLICE AND REPORT THAT THE PEPOLE SELL AND SMOKING THE DRUGS THAT LIVE IN THE BUILDING IS UNDER L&Q PROTECTION IT'S ALL ON CCTV PLEASE TELL ME WHY THE HOUSING OFFICER OR THE CARETAKER DON'T CALL THE POLICE
Hi Mr Chin,Thank you for taking the time to leave us another review.We previously kindly asked you to reach out to us my emailing our dedicated team at lqdirect@lqgroup.org.uk and by ensuring 'Trustpilot' is used as your email subject.Unfortunately, we're unable to request further information through this channel to help with your concerns and for us to be able to assist you further, it's important we ask you to contact us in this way.We will of course take any allegations relating to drug use seriously and if witnessed by our staff we would expect them to act accordingly. It’s also important for our residents who witness the same to report this to the police and rest assured the police will contact us should they taken action.Many ThanksCustomer Service Team
3/5
TrustpilotHaving to make 4 separate requests
Having to text, email and do 2 online forms before anyone contacted me.
Hi Donna, Thank you for sharing your feedback with your review. We’re sorry for the problems you encountered regarding communication and waiting. Kindly send us an email at contact@lqgroup.org.uk with ‘Trustpilot’ in the subject line and detailed information so we can support you better. Many Thanks Customer Service Team
5/5
TrustpilotGood service
Company doing well but in my case need a more secure door to prevent breaking into my house. What am having is not really secured and easy to break into. If my door is secured then l will say you providing service to make your tenant secured but at the moment its not the case.
Hi Modesto, Thanks for your 5 star review! We're really pleased to hear you're generally happy with the service your receive from us. We want you to feel safe and secure in your home, so if you believe your door is inadequate or requires any repairs, we'd be keen to hear from you. Please do get in touch with one of the team. Many Thanks Customer Service Team
2/5
TrustpilotWater not Heating Up
We had a visit from K & T Heating on the 25/01/24 because we were having problems with the water not heating up. We're still having problems with it now.The technician who came mentioned that the way the washing machine is plumbed in is causing the issue. We therefore need a plumber to sort it out. One hopefully will be coming on the 20/02/24
Hi Barbara,Thank you so much for taking time to leave us another review.Your feedback is important to us and we're very sorry to hear K&T were unable to rectify the fault during their visit with you.It's great to hear they've managed to source the problem causing this to happen and a as result from this we’ve arranged another visit for one of our plumbers to attend.We trust this repair is in good hands and progressing as it should, and we sincerely hope this matter is resolved on your next appointment.In the meantime, please feel free to contact us if we can be of further help and assistance and we’ll be sure to do our best for you.Contact is welcome through any channel or by email at lqdirect@lqgroup.org.uk. If email is a preferred option, it’ll be most helpful to us if ‘Trustpilot’s is used as your email subject on this occasion.Many ThanksCustomer Service Team
5/5
TrustpilotThe operative was a contractor
Operative was a contractor he did a good job
Hi Mad Max, Thank you so much for taking the time to leave a 5 star review. We are so glad to know that you are pleased with the work carried out by our contractor. Our aim is to always to provide the best possible service. Many Thanks Customer Service Team
1/5
TrustpilotL&Q fails to listen and act on complaints
L&Q takes ages to respond to any repair. They do not maintain properties when things go wrong. Issues with external fencing, internal lighting, flooding do not seem to be noticed. Even if you report repairs, their reply is that because it is shared ownership, the tenants are responsible for this. Unacceptable.
Hi Miroslaw,Thank you for sharing your thoughts with us.We appreciate and understand your frustration with the maintenance response time and the issues you've experienced. We try our hardest to provide a positive living experience for all our residents, so it's naturally concerning for us to hear that our repairs policy has fallen short of your expectations.As a shared owner of the property, we're responsible for the communal areas, whilst all repairs needed for your home would indeed fall within your responsibility. We believe we’ve given you the correct advice but if you feel there's been a misunderstanding, please feel free to let us know and we will be happy to provide further clarification.We also recommend taking some time to review the contents of your lease agreement, as it will provide more details about maintenance and repairs to your home.Our team is of course here to help, and you can reach out to us anytime. You can contact us via email at lqdirect@lqgroup.org.uk (with 'Trustpilot' as the email subject) where it'll be our utmost pleasure to help.Many Thanks,Customer Service Team
5/5
TrustpilotVery helpful
The man i spoke to was very helpful, took his time to explain things so i understood correctly, arranged a follow up call for next week. Very happy and appreciate his time, thank you. Wish i caught his name so i could add it here. Most helpful member of l&q i have spoke to
Hi Mum to boys,Thank you so much for your amazing review! 🙂We're thrilled to hear about your positive experience. It's wonderful to know that you found our staff member so helpful, and he took the time to ensure you understood everything clearly. Your feedback truly means a lot to us, and it makes us proud to know we have such a great member of the team working for us.Many ThanksCustomer Service Team
4/5
TrustpilotOverall ok
Overall, we had pretty good experience. Apart from the fact that progression coordinator was quite unresponsive at times and would ignore some of our emails when we only had around 1-2 weeks left before moving in and the property was not secured yet because referencing process started quite late, and took longer than usual. Better communication from progression coordinator would help.
Hi Daniel,Thank you so much for taking the time to share your journey with us.We're so pleased you're satisfied with the experience had, this is great for us to hear too.We've certainly taken onboard your comment and suggestion regarding our Tenancy Progression Coordinator and we're very sorry if the service you received could've been better, but we'll be sure to pass this onto the team for you.In the meantime, we sincerely hope you love your new home and we wish you every happiness too. If for any reason further help is needed from us, feel free to let us know by dropping us an email at lqdirect@lqgroup.org.uk and we'll be sure to do our best to help you.Many ThanksCustomer Service Team
1/5
TrustpilotImpossible to reach customer service if…
Impossible to reach customer service if anything goes wrong. On a weekly basis our flats have no running water, homeless members abusing us and general maintenance issues. L and Q completely wash their hands with any issue and remain unreachable should anything go wrong. The latest issue is no running water for the last 48 hours
Hi Gregory, Thanks for raising your concerns with us and leaving a review. We're truly sorry to hear about the troubles you've been facing lately. Please be assured that we are committed to resolving your concerns promptly and effectively. It's concerning to us that you've been without running water for 48 hours, and we certainly want to address this along with the other issues you've mentioned. We're here to help in anyway that we can, and we encourage you to email us at lqdirect@lqgroup.org.uk, titling your email 'Trustpilot' so we can provide further support, organise repairs and deal with any other concerns you might have. Many Thanks Customer Service Team
4/5
TrustpilotProperly covered electrics done professionally.
Wires covered properly. Much safer.
Hi Ms P Dauphin, Thank you so much for your 4-star review! 😊 We're really glad to hear that your appointment went well and that you’re feeling safer now that the wires are properly covered. We understand how concerning that situation must have been, and we're happy we could help make things better for you. We look forward to assisting you again in the future! Many thanks, Customer Service Team
4/5
TrustpilotActually the engineer phoned and came early
Actually the engineer phoned prior to appointment to ask if he come two days early which was great. Regarding repair which was radiators although turned off were coming on with hot water. Sadly a new part required and need to wait until end of May for delivery but I have been assured works will be done following day.
Hi Willow,Thank you so much for sharing your recent contact with us.It's great to hear the engineer managed to bring your appointment forward and we thank you for being so accommodating with this as well.We're very sorry new parts are needed to complete the repair but we're confident this'll be resolved for you on the next visit.In the meantime, we thank you once again for your fabulous review and we look forward to helping you again soon 🙂Customer Service Team
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