Trusted Agent profile · London
★★★★★
2,547 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 2,547 reviews on two platforms, including 442 Google reviews rated 1.8.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotThe Engernear was very professional at…
The Engernear was very professional at heas job
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.
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.
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
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.
5/5
TrustpilotEngineer was polite
Engineer was polite , and tidy
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.
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
5/5
TrustpilotEngineer was polite and patient
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
3/5
TrustpilotLong wait for appointment
I reported the repair in early May and the first available appointment was 19th July. To be fair I did say I didn't think it was urgent. The plumber said he wasn't sure what the problem was (banging pipes) but it has improved since his visit so I guess he did something.
Hi Samantha,Thank you very much for letting us know of your recent experience with us.We understand that waiting for a repair appointment can be frustrating, especially when dealing with an issue like banging pipes and we apologise profusely for any dissatisfaction this may have caused you.We're glad that the plumber's visit has provided some improvement, it's important and reassuring for us to hear this too.If for any reason it happens again, please feel free to let us know by email at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where it'll be our pleasure to offer further help to you.Many ThanksCustomer Service Team
1/5
GoogleIncompetence! I spoke to one of the senior personnel who promised to visit our property in response to our letter regarding parking issues, but she never turned up; this letter was accompanied with photo evidence, but asked to send evidence even though we'd sent photos already. There was no communication as to why, when, what etc. she wasn't able to attend. Then when contacting the company to get answers, she's been unreachable! Ridiculous! This has gone on for more than a week!
5/5
TrustpilotL & Q very helpful and friendly
I have always found L & Q very helpful when reporting any problems with my home. I was especially impressed by the condition of the bungalow when I moved in. Once the insulation of my home is completed this year, this will solve the problem of mould and keep my energy bills down, keeping my home warm.
Hi Beckyboo61017,Thank you so much for your fabulous review! 😊We’re truly overwhelmed by your amazing review, and we can’t thank you enough for sharing your experience and personal thoughts with us as well.We're over the moon to know you always find us helpful and we're delighted you're happy with your home too.It's great to hear the insulation issues have been addressed and works are being carried out to resolve them for you as well. It makes us happy to hear this too, as we want more than anything for you to be comfortable in your home.Many thanks again for your wonderful review and feel free to let us know if there's anything else you would like our help with.Customer Service Team
2/5
TrustpilotThe repair made was not what was needed…
The repair made was not what was needed or asked for and when the repair was finally done on the 2nd visit of the day it was completed not too how it was originally done in other words it wasn’t done like for like and it still has nails/screws still exposed.
Hi Carl,Thank you for your review and feedback. We're truly sorry to read the repairs weren't completed to a satisfactory level. Feedbacks help us understand where we're going wrong and work on improving our services. We have a dedicated team here that can help and advice. Please email us at lqdirect@lqgroup.org.uk and would be great if you can use 'Trustpilot' as the subject header and our team will do their utmost for you. Many Thanks Customer Service Team
1/5
TrustpilotI want to write a book
I want to write a book , so thay i can share all my woes about L&Q . I have years and years of complaints, jobs not completed , health issues. Lies and abuse . If it hadn't happened to us i would never jad believed it. Just remember they are just a shower of absolute s@#% . I feel i need abigger platform than here so look out for my story when it drops. Its gonna be a biggie
Hi Mark,We're so grateful for your review and we thank you for taking time out to share your feelings with us.We're saddened to hear we've failed to provide you with the service you hoped to receive from us, and we appreciate incomplete jobs inside your home would cause some frustration too. It's important to us to help put right what may have gone wrong and with this in mind we would very much love to have the opportunity to investigate your concerns for you. Please can you send an email to us with all the details so we can arrange for our dedicated team to contact you. When composing your email, we recommend 'Trustpilot' is mentioned into the subject line of your email and we kindly request this is sent to us at lqdirect@lqgroup.org.ukWe would also like to take this opportunity to offer our sincerest apology for any upset and inconvenience this has caused you too.Many ThanksCustomer Service Team
1/5
TrustpilotL&Q are the worst .
L&Q are the worst . Impossible to get a response from building manager as they keep changing every few months and that’s what L&Q use as the excuse to why lack of response or failure to turn up to appointments. I feel you just don’t understand or care.
Hi David,Thank you for your review and for sharing your dissatisfaction with us.We're very sorry to hear you've had a disappointing experience, and we truly understand your reasons for this.It saddens us to learn that communication is poor and appointments are being missed. This certainly isn't the kind of service we expect you to receive, and we would very much love to have the opportunity to investigate further and help with your enquiries.To help us achieve this, we kindly invite you to email the details to us at lqdirect@lqgroup.org.uk with 'Trustpilot' as your email subject. Our dedicated team here is willing to help, and they'll be sure to do their utmost for you.Many Thanks,Customer Service Team
1/5
GoogleTerrible. I was with L&Q energy for years. I moved out and was not able to get a response from them via phone / email / complaints for months. Just no reply, on hold for hours and the call would drop. If you are in this situation you need to call their line and press whatever numbers you can to speak to someone, no matter what department they are from. Then demand that they file a complaint on your behalf and threaten to sue if they don’t. This way they finally filed a complaint and someone from L&Q energy reached out to me. Awful company.
5/5
TrustpilotWork was completed with speed
Work was completed with speed, efficiency and cleanliness
Hi Diana,We absolutely love this, and we're thrilled to hear you had the best possible experience during the recent works carried out inside your home.Thank you so much for sharing this with us and for rating your recent contact with 5-star too! 😊Many ThanksCustomer Service Team
1/5
TrustpilotL&Q don’t care about its tenant's… they just want the rent
L&Q hate spending money on their properties, I’ve lived here for almost 32 years, since it was built,and you have to fight for every little repair or do it yourself. The bathroom has never been upgraded, nor the draughty windows or doors, hardly energy efficient! They won’t even paint the outside anymore! They just want their rent
Hi Denise,We welcome your feedback, and we thank you for sharing your feelings of dissatisfaction with us.It saddens us that you’re unhappy with our repairs services and we sincerely apologise if we haven’t met your expectations.Admittedly some repairs within your home would fall under your responsibility, but we do have an extensive repairs policy and you should never be made to feel the need to fight for repairs that we’re liable for.It may help to familiarise yourself with our ‘Repair Responsibility Booklet’ on the following link as it’ll help when raising any future repairs with us. https://www.lqgroup.org.uk/-/media/files/tenants/landq-repairs-responsibilities-booklet-2023.pdfFurther to your comments regarding planned maintenance works for a new bathroom, windows, doors, and external decorating etc, these kinds of works are carried out on a programme, and we decide each year which properties are eligible to receive these works by using the information from a stock condition survey previously carried out on your home. With this in mind, the survey report helps us to understand the condition of our homes and those homes that are most in need which helps us with our decisions.We understand this may become disappointing news and we appreciate it can be many years before planned maintenance works are offered, but this isn’t to say this’ll never happen.In the meantime, we’re more than happy to help with any repairs that need attention, and we kindly request you report them to us in the usual way.Alternatively, you’re more than welcome to email us at lqdirect@lqgroup.org.uk (with Trustpilot’ in the subject line) where it’ll be our pleasure to help you.Many ThanksCustomer Service Team
5/5
TrustpilotIt’s always easy to get in contact the…
It’s always easy to get in contact the staff are polite and helpful.. the contractors are really good too
Hi Tracy, Thank you so much for your fantastic review!😊 It's great to hear that you find our staff helpful and that you're happy with the contractors. It makes us happy that you're always pleased with the service you receive from us too. Thank you again for sharing your positive experience and for making our day! Customer Service Team
1/5
TrustpilotWorst customer service ever experienced
Customer care team take too long to respond to contact attempts and when they do respond the situation has moved on and their response is invalid and outdated. The don't do anything to make interactions with them a positive experience or even a satisfactory experience.
Hi Kerry,Thank you so much for your fantastic review!It's wonderful to hear that you've found Karen to be so supportive and helpful throughout your journey so far.Our sales associates strive to provide our customers with the guidance and support they need, and it's heartwarming to hear that Karen has made such a positive impact on your experience.We understand that buying a house can be a stressful process, and we're committed to making it as smooth and enjoyable as possible. We're so glad that Karen has been able to ease your mind and provide the reassurance you need.Your feedback and kind words mean the world to us, and we're delighted to hear that you would recommend us too.Wishing the rest of your journey to be just as smooth for you, all the best! 😊Many Thanks,Customer Service Team
2/5
TrustpilotContractor came to fix issue Contractor fixed one issue but caused another with trade…
Contractor came to fix issue with trade button on intercom for flats. Now all intercoms not working. Just giving out a very low beep. Was told we have to wait up to 5 days for contractor to to re attend fix. Not acceptable!!
Hi Rob, Thank you for sharing your feedback with us. We apologise that the technician who attended was unable to resolve the problem, resulting in your intercom being out of service. Since this equipment requires specialised knowledge, we depend on external contractors, which can sometimes lead to longer wait times. If you need any further assistance, please reach out to us at contact@lqgroup.org.uk, and use 'Trustpilot' in the subject line. Our team is on hand ready to help you. Many Thanks Customer Service Team
1/5
TrustpilotI don’t feel safe to use the boiler as…
I don’t feel safe to use the boiler as there is a warning sticker on it which I wasn’t made aware of and only see once the engineer left. I want aware any further work needed to be completed until I received a call explaining the works will be carried out in May a while month later.
Hi Lexus,Thank you for taking time to leave us a review and for bringing your concerns to our attention.It's important you refrain from using the boiler as it sounds like it's been condemned for safety reasons.Furthermore, we're saddened to learn the engineer failed to explain their reason for placing a warning sticker on your boiler and we apologise profusely if this is the kind of service you've received from them.It sounds like you may need a new boiler install, although we're unable to guarantee this unless you kindly contact us via a different channel.If a new boiler is needed, these are usually treated as priority however we appreciate it may seem like a lengthy wait. The reason for this is because a new boiler survey must be carried out and in addition an asbestos check may also be needed. Once we have this information a quotation is submitted to us prior to the materials being ordered and fitted.We sincerely hope this information helps but if you have any further questions or would like us to check the progress of your repair, we'll be more than willing to do this for you.Please feel free to contact us by email at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) where it’ll be our pleasure to arrange contact with you.Many ThanksCustomer Service Team
1/5
GoogleAn utter disgrace on every level. So bad they even get condemned by the UN. That's quite an achievement ''UN experts have said that one of England’s biggest social landlords appears to have systematically failed to ensure the habitability of its rental properties.''
1/5
Trustpilotlisten to the renter and actually do…
listen to the renter and actually do something about the problem when they call multiple time about same issues and never get back to them . ask some one in authority to actually come back to people so they know what`s going on.
Hi David,Thank you so much for taking the time to share this with us.We're truly sorry to hear of your dissatisfaction, and we understand your frustration with the lack of response to your concerns. We strive to provide excellent customer service, and we're disappointed to hear that your experience did not meet your expectations.Your feedback is valuable to us, and we would love to help wherever we can and to support you in resolving any outstanding concerns.Please feel free to email the details to us at contact@lqgroup.org.uk, and we'll be sure to do our best for you. It'll be most helpful too if 'Trustpilot' is used as your email subject when contacting us on this occasion.Many Thanks,Customer Service Team
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