Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotNo heating or hot water since May 2022
I rent a flat in an old Victorian house from L&Q. I have had no heating or hot water since may 2022. I suffer with ostheoartritys, ostheophitis and fybromyalgya. This means not having heating and or hot water has beed an unacceptable ordeal to deal with. I lodged a formal complaint with them but that complaint has been passed to a second person without escalating it to a level 2 complaint. I was then told if I escalated it to level 2 my complaint would be sitting in someones desk for another 6 months and no repairs would be done.
Elizabeth · 8 October 2022
Agent replied · 22 November 2024
Hi Elizabeth,We welcome your review, and we appreciate you bringing your concerns to our attention.We are truly sorry to hear you’re currently experiencing some issues with your heating and hot water, especially at this time of year when the cold winter days are not far ahead of us and at a time when we rely on it most.Furthermore, we're disappointed to hear you've been without heating and hot water for so long and we can imagine the impact this is having on your health too. We would also like to take this opportunity to offer our sincerest apology if feel your complaint hasn’t been handled how you’d hoped it would be and for any upset this has caused you as well.Regrettably there is a delay with stage 2 complaints, however we're currently in the process of recruiting more staff to help bring the waiting time down to what we feel would be a much more acceptable level.In the meantime, we’re more than willing to discuss this matter in more detail with you and if you wish to discuss with us, we would very much love to hear from you. Feel free to email your details to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) and it'll be our pleasure to arrange for a dedicated staff member to reach out to you.Many ThanksCustomer Service Team
★★★★★ 4/5
TrustpilotFan was repaired in easiest way
Fan was repaired in easiest way. Hopefully no further problems with it
Ivor · 3 April 2024
Agent replied · 11 June 2024
Hi Ivor,Thank you so much for your 4-star review!We’re so pleased your recent repair appointment went well and we sincerely hope there's no further issues with the fan as well. If of course the same happens again, please do let us know and we’ll be sure to get this resolved for you.Many thanks for sharing your experience with us and we hope to be of assistance to you again soon 😊Customer Service Team
★★★★★ 1/5
GoogleUPDATE: After 2 months of trying to get the details, L&Q informed me that they made a mistake and were trying to charge me again the same amount I already paid. Please be very careful and check every bill as this company is clearly involved in financial abuse! They overspend the budget by more than 60% without any explanation provided.
Horrible horrible service! I have bought a property through shared ownership scheme with L&Q, they had initially charged me £430 per month for a service charge, which was already a lot. However, I received a final statement according to which I should be paying more than £800 per month as a service charge. I have been asking for an explanation why it's been so high and what has gone with the estimates with no explanation whatsoever. Please be very careful when dealing with this company.
Bano · 29 October 2024
★★★★★ 1/5
TrustpilotScammersMade a complaint regarding…
Complained to L&Q regarding subcontractors failing to erect scaffolding, but invoicing L&Q for scaffolding. The job was to replace sewage pipes, after one collapsed, and I had raw, visible, human faeces all over my balcony and up the walls, railings and doors. It was absolutely revolting and stomach churning. The cleaning service were a joke, & didn't have one piece of protective equipment for my property or themselves. Walking raw sewage through my flat, with their dirty boots. Instead of putting sheets down, like professional workers do. Then decided to skip the scaffolding, and use a long ladder instead. This gave them no platform to correctly fit the pipes, the entire top section, around 40ft high, using a ladder. Needless to say, they bodged it again. Then had the cheek to ask my son, who was there to let them in, to lie for them, and tell L&Q that they put scaffolding up. Obviously when I heard this, I was beside myself with disbelief. I made a formal complaint, requesting the job report, as I'm fully entitled to see what's been done, as the job was extremely serious, and a p1 emergency. All subcontractors have to submit job reports to L&Q. Yet L&Q claim there is no job report. How convenient. Yet L&Q refused to carry out a proper investigation, where I can PROVE that scaffolding wasn't erected. But instead, say they are conducting an "internal" 🤥investigation, that I can't see. Nothing but lies come out of the mouths and emails of these slum landlords. Profit before lives.
Wilson · 20 September 2022
Agent replied · 23 August 2024
Hi Wilson,Thank you so much for leaving us a review and for bringing your concerns to our attention.Firstly, we sincerely apologise for the frustrating experience you've had with our contractors and to hear of the problems with sewage in your home. Admittedly it isn't nice to see this happening and we appreciate why each of your concerns within your review would be a worry for you.We understand your case is being investigated and we trust you've also made our complaint handler aware of your dissatisfaction. We've also done this for you too, so please don't worry if you haven't had the opportunity to do this.Rest assured this will be investigated further and although contractor reports are for internal use only, any accusations made are always taken seriously.We trust this'll help to put your mind at ease but if you do have any further questions, feel free to contact us and we'll be more than happy to help. Our dedicated team can be reached by email at lqdirect@lqgroup.org.uk and we recommend 'Trustpilot is used as your email subject when contacting us in this way.Many ThanksCustomer Service Team
★★★★★ 2/5
TrustpilotAfter annual gas safety inspection
After annual gas safety inspection, the engineer found the boiler to be faulty and capped the gas supply. An appointment was made with Swale. An engineer came around 18.30 hrs and said since it is dark and his sift is up, will come back next day. After several calls to company, the engine came again late in the evening and said same thing that his sift almost over, but he did check the boiler and said the boiler required a new part which he placed an order with his company. He said somebody will come next day to do repairs. Next day nobody arrived and upon inquiring with the company, they cancelled the appointment for next day. Next day the engineer came after our persistent phone call. The engineer came without any spare part and no spare part was ordered by the previous engineer and that he is now placing order. This was on Friday. He said the part should arrive on Monday and that somebody will come an fix the boiler. On Monday rang the company, only to be told the part will only arrive on Thursday and the repairs will be carried out on Friday. At the time of writing this review, I have been without hot water and heat for the past nine days and still awaiting for the repairs to be completed.
Mehmud · 15 September 2022
Agent replied · 11 June 2024
Hi Mehmud,We welcome your review and we thank you for taking the time to share your experience with our contractor.We certainly hear your disappointment and we apologise profusely if the service you've received has failed to meet your expectations on this occasion. We understand the importance of having heating and hot water, especially as the colder months are drawing in.As you may already be aware, sometimes it's unfortunate our contractors are unable to fulfil a repair during their first visit. One of the main reasons for this to happen is materials or parts are needed that are not readily available or supplies kept on their vans. We understand this is the cause in your situation which we apologise for, however the part was ordered immediately and was expected to arrive from the suppliers within 5 working days. Swale have since confirmed to us they have the part and arrangements have already been made with yourself for an engineer to return to fit the required part.We trust this matter is resolved and your boiler is due to be reinstalled very soon. If, however you have further concerns relating to this matter, feel free to contact us and we'll be more than happy to assist you further. We have an amazing team willing to help who are reachable by email at lqdirect@lqgroup.org.uk and we recommend ‘Trustpilot' is used as your email subject when contacting us in this way.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotEngineer was prompt polite and repaired…
Engineer was prompt polite and repaired the Gas Boiler Timer very quickly
Duncan · 26 March 2024
Agent replied · 11 June 2024
Hi Duncan, We appreciate you leaving us a 5 star review. It was our pleasure to assist you promptly and ensure your Gas Boiler Timer was repaired swiftly. Our engineer will also appreciate your kind words about his politeness and promptness. We always strive to offer the highest level of service and it's wonderful to receive such positive feedback. Many ThanksCustomer Service Team
★★★★★ 2/5
TrustpilotHaving reported very bad damp in the…
Having reported very bad damp in the bedroom and cannot see out of bedroom windows because of condensation.. .seals around the glass are no good..a complaint by lots of residents...damp hopefully has been dealt with and hope not to get it again.. window disgusting they have done nothing to put it right...also being on a ground floor we can't open our window whilst sleeping because someone could enter the property ....there is NO safety catch...WE SHOULD HAVE WINDOWS WITH A SMALL ONE AT THE TOP !!!! So we could open that...this problem I'm sure has contributed to the condensation in our bedroom...typical London and Quadrant.
Mrs · 1 September 2022
Agent replied · 11 June 2024
Hi Janet,Thank you for your review your feedback is important to us. We're sadden to learn that you have been dealing with a damp issue in the Property and hope as you say that this is now resolved. Please see the attached link with further information for helping to treat and prevent damp:https://help.lqgroup.org.uk/help/tenant/repair/Damp-mould-condensation-preventIn line with our policy we would only provide a safety catch for windows that are on the 2nd floor of flat or above. So you can feel safe and secure in your home we would recommend looking into additional safety measures for your home via online services or a DIY store.If you are unable to see through your windows due to condensation we would like for you to get in touch with us and let us know which windows are affected so we can offer further help. Please contact one of the Team at lqdirect@lqgroup.org.uk using 'Trustpilot' in the subject and we'll be on hand to assist you.Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotFAILED TO LISTEN.
3rd time london and quadrant have sent out someone to look at my windows, all 3 workers have stated the same thing (windows are in awful condition and need replacing) yet london and quadrant have done nothing to fix the issue. Just send someone else out to "look" at a pro lem they cannot fix up.
D.Fullick · 5 June 2024
Agent replied · 11 June 2024
Hi D. Fullick,We thank you for taking the time to leave us a review and for sharing your feelings of dissatisfaction with us.We sincerely apologise if the service you’ve received from us hasn’t quite met your expectations and we apologise profusely for the disappointment this has caused.From-time-to-time various visits are needed and it’s not unusual for this to happen as it’s important for us to source additional opinions from others prior to deciding on the best way forward. However, we appreciate the disappointment and inconvenience this may cause to you, and we offer our sincerest apology for the continued delay with the repairs.Having investigated this further, please be rest assured internal conversations are taking place regarding the condition of the windows. Admittedly this may seem a long process, but we'll be sure to update you as soon as we have further information, we’re able to share with you.In the meantime, we're always open and willing to help with any questions you may have, and you're more than welcome to reach out to us at any time where it'll be our utmost pleasure to help.Contact is welcome through any of your preferred channels or by emailing our dedicated team here at lqdirect@lqgroup.org.uk whereby we request 'Trustpilot' is used as your email subject.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotExcellent
Excellent، couldn't asked for more، Tina was very helpful.
Khalid · 15 May 2024
Agent replied · 11 June 2024
Hi Khalid,Sharing your journey with us means so much and we’re truly delighted to learn of the great experience had with Tina, she really does work hard to make sure our customers have the best possible experience.Your praises and kind words for Tina makes us happy and proud, and we’re sure Tina will be most grateful for your kind words too.Many thanks again Khalid! 😊Customer Service Team
★★★★★ 1/5
Google1997, we moved to the current property. We signed the contract as Temporary Accommodation. We got a letter from East Thames Appeals Panel, signed & agreed by Adrian Shaw that when a property becomes available in the areas of my choice we will be given that.
Rochelle Blackman is a manager of lettings. She knows my situation but has never contacted us since 1997 to review or to tell us if they found any property for us. Is this a race thing? Higher up in the East Thames head office they do not want them to find anything for us. I believe this has got to do with my colour. Lettings manager Rochelle Blackman might have got her orders from higher up not to contact me. In 1997, Adrian Shaw said that when a property becomes in my areas of choice, Rochelle Blackman knows this, and she will contact me. But still to this day no one has contacted me.
Recently, I spoke to my new housing officer. Even she asked me if anyone has come to review the housing needs. My answer was NO. She has passed my message to Rochelle Blackman, but, again she has not replied.
Long time ago, we had a lady from East Thames come to our house, Flore Ferreira. She said that the current property is not right for us as it is too small and she knows we are in a Temporary Accommodation & will do everything she can to help us. She will find something for us as that is her job. After that day, I have not heard from her. She has not contacted us again. Higher up has stopped this. That is what I think. 100%.
I believe, higher up has told her to stop contacting me. Again, is this to do with skin colour? It seems to me there is a lot of prejudice coming to me from East Thames. Unfortunately, race plays a bigger part for me as a brown skinned person. I cannot change my colour.
Palms Hotel Agreement set up by the Housing Ombudsman, I was told by Victor Da Chuna that east Thames will find another landlord. This was over 15years ago.
East Thames Anti-Social Policy is a fraud. Over 10 year period, my next door neighbour has been & still is giving us problems. He was arrested outside my door. He has had 3 fights outside near my door. Her son used to come where I used to work and racially abuse me. I had to leave the job because the owners did not want any trouble. East Thames did not want to see CCTV Recording of him taking a piss 4 feet away from my front door while his girlfriend was watching him & kept us awake all night fighting with his next door neighbour, because he is English. Even when he was arrested outside my door, no action was taken by East Thames. Barbara Coster knows about this.
White paint was thrown in my garden, which means, “White people are superior”. Black toast was thrown in my garden, which means “he is going to burn down my house”. Have had Hot Dog in a bun with a string wrapped around it thrown in my garden, “which means my coffin”. Rice was thrown in my garden, which means “Indian people, we eat a lot of rice”. Condoms were thrown in my garden, which means “Indian people have a lot of kids”. All these meanings were told to me by PC Moore. He even spoke to east Thames and told them the meaning.
Pink · 11 June 2018
★★★★★ 1/5
GoogleIts actually no stars, because interserve is better left avoided due to its nature of giving horrible service. By those who work on the field of Liaision due to not responding to phone calls and also keeping customers updated at all times of a concern that was left with them by a customer. Also most interserve builders have a lousy quality to their working habits, not all of them but most of them. Calling the head office is a sin as to never getting through to them is a common feature of this company. And once connection is successfully made, customers are usually left scratching their head as if customers did something wrong. Kitchen works time estimated to Finnish by according to interserve is always wrong as to might never be completed being more precise, amongst other issues, I hope customers will not have to bare with, in a nutshell; interserve has always been lousy, will always be lousy and is lousy and East Thames is a joke.
Abul · 11 June 2018
★★★★★ 5/5
TrustpilotThe Engineer was very friendly and…
The Engineer was very friendly and prompt
Emma · 20 June 2024
Agent replied · 23 August 2024
Hi Emma, Thank you so much for the 5 stare review!We're delighted to hear of the engineers promptness and friendliness. We heavily value your feedback and will continue to strive for this level of service. Many Thanks Customer Service Team
★★★★★ 5/5
TrustpilotGentleman was very polite and…
Gentleman was very polite and knowledgeable in his work
Janet · 10 May 2024
Agent replied · 11 June 2024
Hi Janet,Thank you so much for rating your recent experience with 5-stars!We're chuffed to hear all went well with your appointment and the engineer was a pleasure to be with during the time spent in your home too.This is certainly the kind of service we love to hear is happening so many thanks again for sharing this with us.We're looking forward to helping you again….hopefully sometime soon 🙂Customer Service Team
★★★★★ 5/5
TrustpilotThanks London & quadrant for replacing…
Thanks London & quadrant for replacing new front door many thanks Mr Winn
Pink_kush · 20 February 2024
Agent replied · 11 June 2024
Hi Mr Winn,You're most welcome and it's our pleasure to help.We're looking forward to helping you again, hopefully sometime soon 😀Many Thanks Customer Service Team
★★★★★ 5/5
TrustpilotElectrician was great
Electrician was great, gave me some great advice.
Scott · 28 May 2024
Agent replied · 11 June 2024
Hi Scott,Thank you so much for taking time to leave us a review! 😊it’s great to see your recent experience went amazingly for you and we can’t thank you enough for sharing this with us too.It’s always with great pleasure to help so please reach out to us if there’s anything else we can do for you.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotThe Engernear was very professional at…
The Engernear was very professional at heas job
Eminta · 27 May 2024
Agent replied · 11 June 2024
Hi Eminta,Fantastic! Thank you so much for sharing this with us 😊It's great to hear the engineer is delivering a professional service and we can't thank you enough for taking the time to let us know too.Many ThanksCustomer Service Team
★★★★★ 4/5
TrustpilotGas safety check
Gentleman was nice polite.Was finished within 30 minutes. All done.
Julie · 17 April 2024
Agent replied · 11 June 2024
Hi Julie,We’re so grateful for your review and for rating your recent visit with 4-stars.We’re delighted you had a pleasant experience during the recent gas safety inspection in your home, and most importantly the engineer was polite and done a good job too. It’s satisfying for us to hear this and it’s certainly the kind of service we expect from our contractor as well.Thank you so much for sharing this with us Julie, it truly means a lot to know you’ve had a positive experience and we look forward to helping you again at some point soon🙂Customer Service Team
★★★★★ 5/5
TrustpilotRepair was done on 20/03/2024 instead…
Repair was done on 20/03/2024 instead of 19/03/2024 for electrical repair.
SANTOSH · 26 March 2024
Agent replied · 11 June 2024
Hi Santosh, We appreciate your 4 star review. We aim to provide a timely and quality service for our residents. We hope the electrical repairs were completed to a good standard. Many ThanksCustomer Service Team
★★★★★ 2/5
TrustpilotLog on problems
I couldn't log on despite receiving regular emails. Waited ages on the phone to be transferred to the relevant person - never happened. Filled in a complaint form and got a response after 3 days. I would have thought this should have been resolved much quicker. When I did get a reply it said they could not find my details so had set up a new account. I have been a tenant for 7 years and receive emails from L&Q so I do not understand why they said I was not registered which I clearly was
Samantha · 26 July 2022
Agent replied · 23 August 2024
Hi Samantha,Thank you for bringing this to our attention and we're sorry when you contacted us you were unable to get through to the relevant person. We're unsure as to why we would not have been able to find your details it's usually due to a name change or maybe a different email address or contact number than we have on the system. We'd be happy to make sure your online account is now set up and your able to access it. Please send us an email to lqdirect@lqgroup.org.uk (Using 'Trustpilot' as the subject) and one of our Team will be in touch. Many Thanks Customer Service Team
★★★★★ 1/5
GoogleThe worst housing company in UK. All residents in my neighbourhood saying the same. L&Q create additional fake bills in statements and replying in complaints: "it has to be paid". Never willing to help or solve the problems.
PEOPLE please avoid buying properties from them !!!!!
We never had any problems when East-Thames was in charge. Shame they sold our properties to those thieves L&Q.
Amba · 10 June 2022
★★★★★ 5/5
TrustpilotEngineer was polite
Engineer was polite , and tidy
Paula · 28 June 2024
Agent replied · 11 June 2024
Hi Paula,Thank you very much for your 4-star review! 😊It’s great to hear your recent visit went well and our operative came to rectify the issue so quickly for you.. It’s reassuring for us to hear this too and it certainly helps us to understand of the fantastic service they’re delivering whilst out and about in our resident’s homes.Many thanks again for your feedback, it’s much appreciated and we’re looking forward to helping you again soon.Customer Service Team
★★★★★ 1/5
TrustpilotOverflow Pipe Problem
We have an overflow pipe pumping water into the communal garden. This occurred on the evening of Wednesday, 20th November. It was reported by Resident of Flat B on the ground floor, and myself. Over 2 WEEKS later, this has still not been fixed.Diabolical.
Ken · 6 December 2024
Agent replied · 26 December 2024
Hi Ken, We appreciate you reaching out to express your concerns. We apologise for the delay in addressing the overflow pipe issue and want to assure you that we are aware of it. We are in the process of schedulling a technician to resolve the problem as quickly as possible. If you need further assistance or updates, please do get in touch via contact@lqgroup.org.uk. It would be helpful if you could use 'Trustpilot' in the subject line. Many Thanks Customer Service Team
★★★★★ 1/5
GoogleLiving in a new build which has 10 floors. First list stopped working over a month ago and still not working and now the second lift is also broke and has been for 4 days ! calling L&Q is waste of time as they say its being dealt with but if we are going on the repair times of the first lift then we wont ever have them fixed. No food deliveries will go up more then 2 flights of stairs so cannot even get food shopping. I personally have two babies and so does the majority of the people in this block and we cannot carry 2 babies and prams down alone ! Its disgusting
Keltie · 4 October 2024
★★★★★ 5/5
TrustpilotEngineer was polite and patient
Nell · 12 July 2024
Agent replied · 23 August 2024
Hi Nell, Thank you for taking the time to write about your 5 star experience. We're so pleased to hear that our engineer was able to provide you with the excellent experience we strive to provide to all our customer.Many Thanks Customer Service Team
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
