Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 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!
Azra · 6 December 2024
Agent replied · 26 December 2024
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
TrustpilotAbsolutely brilliant
Absolutely brilliant. Advisor was very fair
Natalie · 15 August 2024
Agent replied · 23 August 2024
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
★★★★★ 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.
Connie · 24 June 2024
Agent replied · 23 August 2024
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
★★★★★ 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
Mr · 30 May 2023
Agent replied · 11 June 2024
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
★★★★★ 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
Barbara · 1 February 2024
Agent replied · 11 June 2024
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
★★★★★ 3/5
TrustpilotHaving to make 4 separate requests
Having to text, email and do 2 online forms before anyone contacted me.
Donna · 23 December 2025
Agent replied · 25 December 2025
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.
Modesto · 24 July 2024
Agent replied · 23 August 2024
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
★★★★★ 5/5
TrustpilotThe operative was a contractor
Operative was a contractor he did a good job
Mad · 18 June 2024
Agent replied · 23 August 2024
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.
Miroslaw · 28 September 2024
Agent replied · 23 October 2024
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
Mum · 5 August 2024
Agent replied · 23 August 2024
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.
Daniel · 28 March 2024
Agent replied · 11 June 2024
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
Gregory · 30 June 2024
Agent replied · 23 August 2024
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
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.
Willow · 20 May 2024
Agent replied · 11 June 2024
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
★★★★★ 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
TrustpilotProperly covered electrics done professionally.
Wires covered properly. Much safer.
P · 25 February 2026
Agent replied · 23 August 2024
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
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
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
★★★★★ 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
★★★★★ 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
★★★★★ 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
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.
