LQ London reviews

Hi Derek,We welcome your review and we thank you for sharing your experience with us too.We're deeply sorry to learn of the damages caused to the roof during the recent storm and we also certainly feel relieved that no one was hurt.We hear your dissatisfaction with the timeframe given and whilst we appreciate this would be disappointing, a 24-hour appointment is our priority appointment for emergency call outs. Quite often our operatives or contractors may attend much sooner than 24 hours depending on how far they must travel as well as taking into consideration other emergencies they're attending to.We sincerely hope this matter is now resolved but if you have any further questions or concerns, please feel free to let us know and it'll be our pleasure to help.We're reachable through any of your preferred channels or by email at contact@lqgroup.org.uk whereby we request 'Trustpilot' is used as your email subject.We're here to help and you're more than welcome to reach out to us at any time 🙂Many ThanksCustomer Service Team

Hi Paulette,We welcome your review and we thank you for bringing your concerns to our attention.Firstly, we would like to take this opportunity to apologise for the problems inside your home, we appreciate this is a concern for you and we're sorry if we haven't quite fulfilled your expectations when handling your repair.We hear your disappointment when waiting for a repair to be done, to find our our contractor or operatives arrive and carries out an assessment instead. This is standard practice for us, and this time is used to assess the nature of the repair, take note of what materials are needed and the length of time required to complete the repairs. Having said this, if time permits and our operatives have all the materials needed at the time, it’s likely the repair would be completed at the same time. Our understanding from reading your review a recent assessment was carried out on your home to assess the cause of mould and/or damp. With situations like this, it’s important a specialist survey is carried out so the contractor can report back to us their findings, and recommend works to be done to eliminate the problems you’re unfortunately experiencing inside your home. We understand this may seem like a lengthy process but it's important we follow our procedures to ensure the recommend repairs as per the survey are carried out to their full potential.We hope this gives you more of an insight into how we handle more complex repairs and it certainly wasn’t our intentions to cause you any upset.If, however you would like to discuss your review in more detail with us, we'll be more than willing to help and answer any questions you may have with any ongoing issues. Feel free to reach out to us by email at lqdirect@lqgroup.org.uk and it'll be a pleasure to help. When emailing us, we recommend 'Trustpilot' is the main subject on your email too.Many ThanksCustomer Service Team

Hi Graham,We value your review and we thank you for sharing your recent experience with us.We're so sorry for any confusion with the repair and for the inconvenience caused to you.It's good to hear the guttering was cleaned and we trust you're happy with the outcome. If for any reason you need further help from us, please do let us know and we'll be sure to further assist you.We're reachable through any of your preferred channels or by emailing us here at lqdirect@lqgroup.org.uk. Please kindly ensuring 'Trustpilot' is mentioned in the subject line as this information will be most helpful to us as well.Many ThanksCustomer Service Team

Hi Paul,Thank you for sharing your recent experiences with us. We're sorry to hear that you were not entirely happy with the service you received, and we apologise for any dissatisfaction this may have caused.We understand your concerns regarding the trunking and the single controller for both windows, and we appreciate you bringing this to our attention. After further investigation, we can confirm that the installation was carried out as agreed with our maintenance supervisor and in line with the quote provided by our contractor. However, your feedback is greatly valuable to us, and we will certainly take it into consideration for future projects.If there is anything else we can assist you with, please don't hesitate to reach out. Our team is here to help, and you can contact us via email at lqdirect@lqgroup.org.uk with 'Trustpilot' as the email subject.Many ThanksCustomer Service Team

Hi Emmanuelle,Thank you so much for your positive feedback.It certainly makes us really happy to be there for all our residents and always provide help and support. Many thanks again 😊 Customer Service Team

Hi Colette,We welcome your review and we’re so happy you had a great experience with K&T.We really do appreciate your feedback as it helps us to understand what’s going well with our contractors, so thank you once again for taking time to share your thoughts with us 😊Customer Service Team

Hi Michael,Thank you so much for your review!We welcome your review, and we sincerely apologise for the changes with your appointment. We appreciate this would be annoying and we really hope it didn't cause you too much of an inconvenience.We're pleased the engineer eventually arrived and you're happy with the completed works. This is great news and reassuring for us to hear too.Thank you once again for sharing your recent experience, it’s much appreciated 🙂Customer Service Team

Hi Mary,Thank you for your review!We're sorry to hear about your difficulties with an insurance claim and the outcome of your service charge enquiry. We aim to make our processes easy and we apologise for any inconvenience you experienced. Your feedback is valuable to us as we work to improve our services.If you have any further questions or concerns, please don't hesitate to contact us. You can reach us via email at contact@lqgroup.org.uk, and please mention 'Trustpilot' in the subject line.We're here to help and we'll be sure to do our best for you.Many Thanks,Customer Service Team

Hi Mrs Damba,Thank you very much for your amazing review!Your feedback certainly helps understand of the fantastic service our contractors are doing whilst in our resident’s homes too.We’re super delighted all went well with your appointment, our contractor has certainly made us proud 😊Many Thanks Customer Service Team

Hi Pauline, Thanks for leaving us a 4 star review 😊We're glad to know that the advisor you spoke with was courteous, supportive, and asked the right questions to make sure the correct team is scheduled to assist you. We hope the repairs go smoothly, and if you need any further assistance, please do reach out. Many Thanks Customer Service Team

Hi Les,Thank you so much for rating your most recent experience with 5-stars🙂We're sorry to learn your first appointment didn't go as planned and we apologise for the inconvenience caused to you.Many thanks for sharing your positive experience with us as well and we're over the moon everything went well, and the long-awaited repair has since been resolved.It's an absolute pleasure to help and feel free to let us know if there's anything else we can do for you.Many thanksCustomer Service Team

Hi Mohammed,We're so grateful for your feedback and we very much appreciate you bringing your concerns to our attention.We're saddened to hear residents have been experiencing issues for so long and we can honestly understand your reasons for leaving us this review.We can confirm an order was most recently raised to our contractor for the issue relating to the rodents and we're expecting them to attend soon and carry out a course of treatment.Further to your concerns with the lift, we also understand the failure with the lift isn't ideal and some of our residents may struggle using the stairs. We can confirm new parts for the lift is essential prior to the lift being placed back into service. These parts are currently on order and our lift contractor will be sure to return at their earliest opportunity to fit the new parts. In the meantime, we sincerely apologise for the inconvenience this is causing yourself and other residents too.We'd also love to gather further details from yourself so we can further look into your complaint as well as helping with the communal issues regarding graffiti and bodily fluids. With this in mind, please can you kindly email the details to us along with any complaint reference's you've previously been provided with where it'll be our utmost pleasure to help you.Our team here can be reached at lqdirect@lqgroup.org.uk and it'll be most helpful if 'Trustpilot' is used as your email subject on this occasion too.Many ThanksCustomer Service Team

Hi Danny,Thank you so much for taking time to leave us a review.We’re pleased you’ve had a 5-star experience with our gas contractor and we’re thankful to you for letting us know how everything went for you.We’d also like to thank you for sharing your housing situation with us, we can imagine the difficulties it must be for you all and we sympathise with situation you’re in.As you may already be aware, we unfortunately made the decision to close our housing transfer option due to the high demand for housing. Sadly, we were finding this option to be a very long process whereby our residents were waiting many years for a suitable property to become available that met their needs.Having said this there are other options you may wish to explore and we’re seeing many residents moving successfully via a mutual exchange which is also deemed to be the quickest way to move. You may already be aware of this option but further details about the scheme are available on our website or by following the link provided below - we hope you find the information helpful. https://help.lqgroup.org.uk/help/tenant/housing-options/mex-how-toAlternatively, you’re more than welcome to seek housing advice from your local authority. We strongly recommend you reach out to them to further discuss your concerns as they may also be able to help with your housing needs.If of course we can be of further help or if you have any questions, by all mean please reach out to us and we’ll be sure to provide help and support wherever we can. Contact with us is welcome through any of your preferred channels or by email at lqdirect@lqgroup.org.uk where we kindly request ‘Trustpilot’ is used as your email subject. Many Thanks Customer Service Team

Hi LJAdkins, Thanks for your review and sharing your feeling with us. We sincerely apologise for the frustrations you've been experiencing with the service charge increases. We acknowledge this must be disappointing for you, especially with the costs of everything seemingly going up. If you would like more detailed information regarding these charges. please approach us through email at lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header. Your concerns are important to us and we're here to assist you. Many Thanks Customer Service Team

Hi,Thanks for highlighting this with us.We're really sorry you've had trouble trying to get in touch with us. We are not currently aware of any issues with the online forms on our website. sometimes clearing your caches on your web browser can help. We want to help sort any issues such as this, however, we'll need more information to do so, please email our team via lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header and rest assured someone will get back to you promptly. Many Thanks Customer Service Team

Hi Paulette,Thank you for taking the time to share your experience with us and we’re sorry to hear we haven’t quite met your expectations.Your review means a lot to us as we’re always looking at ways to improve our service and the comments made within your review will certainly help us along the way. If you're not already in touch with us, we would love to speak with you regarding the repairs needed in your home and to work with you to come to a resolution. Please feel free to contact us by email at lqdirect@lqgroup.org.uk with 'Trustpilot as your subject and we'll be more than happy to arrange for contact to be made with you.In the first instance we will arrange for the correct trade to come and have a look at the repairs needed inside your home and if they feel a supervisors inspection is needed they'll most certainly report this back to us. Unfortunately we're unable to arrange an inspection on request but we'll do everything we can to resolve any outstanding issues within the shortest time frame possible.Many ThanksCustomer Service Team

Hi Jack,Thank you for your review and for bringing this matter to our attention.We understand your frustration with the extended timeframe and ongoing issues with the gutters, and we apologise for the continued delay in fully resolving the problem.We'll be sure to follow up the repair with our maintenance team to find the cause of the delay, and hopefully have a more definitive answer as to when we can expect further progress.We sincerely hope this helps, but if you have any further questions, please let us know by email at lqdirect@lqgroup.org.uk (with ‘Trustpilot as your email subject) where it'll be our pleasure to help.Many Thanks,Customer Service Team

Hi Customer,We welcome your feedback, and we appreciate you taking the time to express your thoughts and feelings with us.It saddens us to hear of your dissatisfaction and we sincerely apologise if we’ve failed to meet your expectations.We would like you to know we’re always here to help and if you have any questions regarding the service charges or lack of services being provided, we’d very much love to hear from you.Please feel free to reach out to us at any time by email at lqdirect@lqgroup.org.uk and by using ‘Trustpilot’ as your email subject where we'll gladly assist you further with your enquiries and concerns.Many Thanks Customer Service Team

Hi Paulette,Thank you for your review. I'm happy to hear you're pleased with our great Customer Service Team and I'll pass on your kind comments to Jess. Sorry for any extended wait times you've experienced whilst trying to contact us. We've been receiving a really high volume of contact and we're working really hard to decrease our Customers wait times.Please feel free to contact us if you need any other information by emailing lqdirect@lqgroup.org.uk and we'll be more than happy to help. We recommend when sending your email 'Trustpilot' is mentioned in the subject line of your email too.Many ThanksCustomer Service

Hi Nicola,Thank you so much for your awesome review!😊We absolutely love your feedback for Alfie and we’re super proud to hear he went above and beyond.This is truly fantastic and a huge thank you for sharing this with us too.Many ThanksCustomer Service Team

Hi Shaun, It's really unfortunate to hear about the distress you had to go through dealing with the slab issue in your rear garden. It's equally disheartening to hear about the delays in getting this sorted any trips and slips you suffered. We hope you're doing ok. Without having more information to have a deep dive into your case, it's difficult to find out what caused the delays. However, we can assure you that we always try to learn from past experiences to improve our services going forward. For us to better comprehend and address the issues you faced, could you please provide more details about your case by sending us an email to lqdirect@lqgroup.org.uk with 'Trustpilot' as your subject header. Your insights are valuable, and they can help us prevent similar situations in the future. Many Thanks Customer Service Team