Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotI had a great experience reserving a…
I had a great experience reserving a plot with L&Q Kew Bridge Rise. From initial contact all through to viewing and reservation was made seamless by Nicki. She was attentive to my enquiries and well Informed on her offering.
Akin · 4 September 2024
Agent replied · 23 October 2024
Hi Akin,Thanks so much for your 5 star review. We're absolutely delighted to read your review comments and of your experience with our service at Kew Bridge Rise. We greatly appreciate your comments regarding Nicki. She is an asset to our team and her meticulous approach to providing detailed information and attentive assistance enhances the overall experience for every potential client that comes our way. We are looking forward to providing the same level of service throughout your next steps with us. Once again, thank you for taking the time to share your experience with us.Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotTrying to sell my shard ownership flat
Trying to sell my shard ownership flat. After L&Q could not find me a buyer i found my own buyer and it now looks like that will be lost due to L&Q incompetence. Absolute zero support in selling flat.
Rashad · 3 September 2024
Agent replied · 23 October 2024
Hi Rashad, We sincerely appreciate you taking the time to share your experience, despite the frustrations you've recently faced. It's saddening to hear about the difficulties you've encountered while trying to sell your flat. Please accept our apologies for any inconvenience you feel we may have caused. This is not the kind of experience we aim to provide, and your feedback will help us address your concerns. We understand that you are already in contact with our homeownership team. It is our priority to assist you in successfully selling your property and, we strive to make the process as smooth as possible. We're hopeful for a positive resolution and a successful completion of your sale. In the meantime, if you require any further support or have any other concerns or queries, please don't hesitate to reach out to us. you can contact us by sending an email to lqdirect@lqgroup.org.uk. It would be helpful if you use 'Trustpilot' as your subject header. We're here to help and we mean it! Many Thanks Customer Service Team
★★★★★ 1/5
Trustpilotrenters exercise caution when considering L&Q as a rental company
I have had some difficulties with L&Q as a rental company. It seems that they may not always be helpful or responsive to renters' needs. For example, I have had to follow up numerous times regarding the inventory report, and my emails have been missed or forgotten. As a result, I recommend that renters exercise caution when considering L&Q as a rental company.
Yu · 28 February 2023
Agent replied · 13 June 2024
Hi Yu Cady,Thank you so much for your feedback, your comments and concerns are important to us as we’re always looking at ways to improve our services to you and other residents.We sincerely apologise if all of our services haven’t met your expectations, but we fully understand how frustrating this can be from time to time.We would like the opportunity to investigate your review further and we kindly request you contact us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as the email subject) where our dedicated team will be more than willing to do their best for you.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotNon existent repairs or half a job
This company are crooks. They take your rent but don't carry out repairs. I have been living with a collapsed front step and broken front door for 6 months. The door was due to be replaced but when the workman came he said he had been told to repair it! With the change in weather the crack is now very apparent again and I do not feel safe in my home but I have been told that no repairs are being carried out. Now, the hot tap in bathroom has fallen off and the water would not stop running. I had to turn off water supply to boiler to stop it. Told they won't fix it at the weekend and to call back on Monday. When I pointed out that we are in a pandemic & I should wash hands regularly I was advised to use sanitiser & wet wipes. I was advised to boil kettles to wash up despite telling the operator that my electricity was on emergency credit and my universal credit not due for a number of days.Calling to report repairs usually ends without success and leads to undue amounts of stress.
Cara · 30 May 2020
Agent replied · 11 June 2024
Hi Cara,Thank you for your feedback, we welcome your review and we're truly sorry for all of the trouble you've been through with various repairs to the property.We sincerely apologise for the delay in completing the repairs and we understand how frustrating this be for you however, sometimes delays can occur for reasons beyond our control but we can certainly look into ways of improving our service to you.If you're not already in touch with us, it would be great to hear from you so we can assist you to put things right. Please feel free to message your details to us at lqdirect@lqgroup.org.uk and we'll be more than happy to assist you further.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotThe engineer rectified the problem…
The engineer rectified the problem quite quickly and other jobs ive had done so far have been amazing and the engineers that have been have good communication and can have a laugh with I'm very satisfied thank you for your great services
Matthew · 10 July 2024
Agent replied · 23 August 2024
Hi Matthew, Thanks so much for taking the time to leave us this 5 star review!It's always a pleasure to read such positive feedback about our dedicated team of engineers. We believe that communication and a friendly atmosphere are essential to providing the best service possible. Your compliments about the excellent work done by our engineers and their professionalism mean the world to us. They will be thrilled to hear about your acknowledgement, as it will service as a great motivator to keep up the good work. Many Thanks Customer Service Team
★★★★★ 5/5
TrustpilotThe plumber had been to me before which…
The plumber had been to me before which was really nice. We both remembered each other. I greatly appreciated the extra time and effort he put in to get the job done properly. I trust his work and his integrity.
Judy · 13 August 2024
Agent replied · 23 August 2024
Hi Judy,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. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotThis company has not been helpful i…
This company has not been helpful i have had a number of issues regarding issues and repairs for over a number of weeks which has not been dealt with which i am now taking to the complaint team
Carol · 14 September 2024
Agent replied · 23 October 2024
Hi Carol,Thank you for taking the time to leave us a review.We're saddened to learn of your dissatisfaction and we understand your frustration with the lack of a timely resolution.We sincerely apologise for the inconvenience this has caused you, but we want you to know that we value your feedback and we're committed to improving our customer service.We take all reviews seriously and would love the opportunity to further investigate the cause of the delay and to work with you in finding a resolution. To help us with this, we kindly invite you to email us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email header) where we'll be more than willing to assist.Many Thanks,Customer Service Team
★★★★★ 1/5
GoogleReport: Safety Concerns Regarding Exposed Gas Pipes in Front Living Room
Introduction: This report outlines significant concerns regarding the health and safety risks associated with the gas pipes located in the front living room of the property. The discussion focuses on the potential hazards posed by the proximity of these gas pipes to the living space and the urgent need for resolution.
Issue Description: While there is ongoing discussions regarding whether the gas pipes should be boxed in, the primary concern highlighted in this report is the safety risks posed by having gas pipes in such close proximity to the living area as they are located in an unprotected area according to The Gas Safety (Installation and Use) Regulations 1998.
Previous experiences with the property (mould, damp, continuous leaks, exposure to asbestos) have exacerbated these concerns, leading to heightened apprehension for the safety of occupants in the event of any incidents involving the gas pipes.
Past Communication and Unresolved Matters: Numerous concerns have been raised with L&Q in the past regarding the safety of the property. Despite assurances from the relevant authorities, the fundamental safety issues, particularly those related to the gas pipes, remain unresolved. This indicates a persistent and pressing need for action to address these concerns promptly and effectively.
Proposed Course of Action: After careful consideration and consultation, it is determined that the best course of action for ensuring the safety and well-being of occupants is to request rehousing.
Conclusion: The safety and security of occupants are of paramount importance, and it is imperative that immediate steps are taken to address the health and safety risks associated with the gas pipes in the front living room. This report emphasizes the critical need for resolution and advocates for prompt action to mitigate the identified safety concerns and ensure the well-being of all occupants.
Awaiting reply from the respondent L&Q.
MD · 11 March 2024
★★★★★ 1/5
TrustpilotUnprofessional and slow
Unprofessional, slow and does not care about how their tenants do not have a functional living space. There are no follow ups after reporting a repair. however, they are quick to take full rent out of my account or inundate me with letters if I accidentally delay paying rent.
Faz · 19 February 2024
Agent replied · 23 October 2024
Hi Faz Q,Your feedback is important to us and were thankful to you for sharing your thoughts with us.We’re truly saddened to hear of your dissatisfaction, but we appreciate your reasons for feeling disappointed.If of course there’s any specific issues you need our help with, by all means please let us know as we’re always willing to discuss any concerns in more detail with you.We’re reachable by email at lqdirect@lqgroup.org.uk and it’ll be most helpful if ‘Trustpilot’ is mentioned in the subject line of your email too. Feel free to reach out to us at anytime and it’ll be our pleasure to arrange contact with you.Many Thanks Customer Service Team
★★★★★ 2/5
TrustpilotI moved in my flat in September 2021
I moved in my flat in September 2021, within the first 2 months I had to call repair team and the is still not resolved. Date of experience goes back further than you allow me to set.
Lana · 26 September 2024
Agent replied · 23 October 2024
Hi Lana,We appreciate your feedback, and we're very sorry to hear about the long outstanding repair in your home.We feel the frustration this must be causing and we apologise if we've failed to provide you with a timely service.We would've much like to help and assist you in finding a resolution.To help us address this issue, please can you kindly email the details to us at lqdirect@lqgroup.org.uk (with Trustpilot as your email subject) where our dedicated team will investigate this matter further for you.Many ThanksCustomer Service Team
★★★★★ 4/5
TrustpilotNew Tiles
The appointment on the 08/04 was not a plumbing appointment as you have said and as the worker thought but for New Tiles. Very bad communication between departments !!! Luckily the guy who came to my home was able to put up new tiles for me.
Shirley · 19 April 2024
Agent replied · 11 June 2024
Hi Shirley,Thank you so much for taking the time to leave us a review and for sharing your recent experience with us.We're saddened to learn there was some confusion with how the repair was raised and we offer our sincere apology for any disappointment this caused. Whilst we appreciate sometimes things do go wrong, we're pleased you’ve taken the time to let us know and most importantly our operative managed to complete the repair for you. In the meantime, we’ve certainly taken onboard your feedback and we'll be sure to note your experience as it’s important for us to learn when things like this happen too.If of course we can be of further assistance, please let us know and it’ll be our pleasure to help😊Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotTrying to kill the elderly
new neighbours moved in next door, done a council exchange, and from day one all they do is smoke cannabis, we have been complaining filling in anti behaviour record form, emails, contacting the Police, but L& Q are not doing nothing, tenants deny they are doing it and L & Q do not care, we have had many case managers, passing the buck, they keep closing the case, but it is still going on, they cannot be bothered as long as they get their rent. Also why does it take 6 months to get our central heating sorted, so not being able to keep warm during the winter months, 8 months to get new vents put into windows and new catches on the windows to keep the cold out and 13 hours to get a plumber out as no water was coming into our toilet its a joke, it would not flush
Mr · 4 April 2020
Agent replied · 11 June 2024
Hi Mr Froome,We sorry to hear you’re being affected by your neighbour smoking cannabis and we understand how discomforting this must be for you.It's good to hear you are reporting this incident to the police and we strongly urge you to keep doing so. As you may be aware it's illegal to smoke cannabis and the police have more powers to take action for any allegations of drug use, and if the police do take action they will contact L&Q to pursue matters further.We understand this may seem a lengthy process but we are obliged to follow procedures and an immediate resolution to the problem could take many months to resolve. If your happy to discuss your concerns further with us or if you have any further questions relating to this matter, please do not hesitate to reach out to us at lqdirect@lqgroup.org.uk and we’ll be more than willing to provide you with further advice and assistance.ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotThey have not fixed my boiler or water…
They have not fixed my boiler or water leak for months
Jay · 3 June 2026
★★★★★ 1/5
TrustpilotTruly a terrible organisation
Truly a terrible organisation. Bought a flat from Bovis which was then handed over to L&Q... whatever they might say, all they are out to do is make money. Awful experience, including when trying to sell the flay. Avoid!!
Mark · 23 August 2024
Agent replied · 13 June 2024
Hi Mark,Thank you for sharing your thoughts with us. We always aim to provide excellent service, so we're disappointed to hear that your experience didn't meet your expectations. Your feedback is important to us, and we would be happy to discuss your concerns further. Please feel free to reach out to us via email at lqdirect@lqgroup.org.uk, and remember to use 'Trustpilot' as your email subject.Don't hesitate to contact us anytime; we're here to help wherever possible and assist with any worries or concerns you may have 🙂 Many ThanksCustomer Service Team
★★★★★ 1/5
GoogleWorst possible customer care. Constant hold time of mroe than 30 mins and even after the long wait the customer service person is in a hurry to put you on hold again for another 10 mins. constant shifting of calls blaming someone else for a problem or an issue. worst possible management as well. complete delays (an email to be actioned took more than 10 days) in minor queries.
Amal · 25 September 2024
★★★★★ 5/5
TrustpilotIt's been a smooth and enjoyable process
L&Q staff has been extremely kind and helpful with the purchase of their beautiful flat. Even when I couldn't continue the purchase, the refund was nice and prompt. So I will recommend L&Q shared ownership to whoever lucky!
Ms · 5 September 2024
Agent replied · 23 October 2024
Hi Curie, Thank you so much for taking the time to leave us a 5 star review!We're thrilled to hear about your excellent experience with our team member, Phoebe. Her dedication and kindness are indeed one of the key factors that set us apart. We appreciate your feedback regarding the efficient handling of your refund as well. Your satisfaction is a priority and we always aim to make every process as smooth and transparent as possible. Your recommendations means a great deal to us.Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotI have been without heatng or hot water…
I have been without heatng or hot water for 8 days .L & Q lied by telling yesterday they where coming out to fit new boiler.When a man turn up yesterday he said he was only here to look at up and go back to L&Q and they will decide what to do.So I have blood cancer which am open to infections from the cold and my daughter has an on heart condition so is open to infections as well.Don't know what to do have made complaints and all they did was bring me a half size oil filled heater to heat the hole houseNo hot water to bath.06/02/20 Update; I sent an Email to the Email address given by L & Q and it says they are very busy and will take up to 10 days to get back to me.Today I have woken up and have a cold How long do I have to wait for someone to help me.When I end up in hospital which will be soon I will be seeking legal advice.
Peter · 6 February 2020
Agent replied · 11 June 2024
Hi Peter,Thank you for your feedback.We're really sorry to hear this and we can certainly look into the matter of no heating and hot water.If you would like to email us your full address along with the details of the repair on lqdirect@lqgroup.org.uk, we'll investigate and put things right. ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotDirect contact with engineers, very good
I was able to contact the company directly (Swale) and not via L&Q - the company were very reliable and responsive to change of date of appointment for me and to letting me know when the engineer would arrive.
Fiona · 16 August 2024
Agent replied · 23 August 2024
Hi Fiona,Thank you so much for the 5 star review 😊 It's great to read you received an excellent service from the contractor and this certainly makes us really happy. Many Thanks Customer Service Team
★★★★★ 5/5
TrustpilotGreat customer service
Using the social media on getting information, advise or even asking for help is a great easy and quick service fehim helped me a great deal today in my need and I’m very grateful for this.
Marc · 3 October 2024
Agent replied · 23 October 2024
Hi Marc,Thank you so much for your fabulous review!We're delighted to hear about your positive experience. Your kind words about Fehim's assistance truly mean a lot to us - he's certainly a great asset to the team.It's wonderful to know that our social media channels are providing a helpful and convenient resource for our customers and residents too.We very much look forward to helping you again 😊Many Thanks,Customer Service Team
★★★★★ 3/5
TrustpilotVery slow on repairs sometimes a wait…
Very slow on repairs sometimes a wait for over a year. Somethings still not done. Still trying to get the fence sorted. You pay for maintenance but no one does anything! Quick to take rent and maintenance money, slow to do any work!
Mr · 5 June 2024
Agent replied · 11 June 2024
Hi Daniel,We welcome your review and although we haven't quite met the full 5-stars we still value your feedback.We appreciate and understand the disappointment for the length of time some repairs are taking, and we apologise profusely when this happens.It'll be great to hear from you so we can check on the progress with the fence repair as well as provide you with an update on any other outstanding repairs you’ve raised with us.Feel free to drop us an email at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) and our team here will gladly do this for you.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotReally good support and easy renting process
Our process was handled properly and we were updated time to time regarding our progress. Also got a lot of help from our coordinator Tina throughout the process of renting. Quite Fair and easy renting process plus great accommodation.
Shruti · 14 August 2024
Agent replied · 23 August 2024
Hi Shruti,Thank you for taking the time to leave us an amazing review! 🙂We're thrilled to hear you had a positive experience during your journey into renting a new homeIt's important for us to ensure the process is as smooth and efficient as possible for our customers and it's great that Tina was able to provide you with excellent support throughout your journey too.It's lovely to hear you love your new home as much as we do, and we wish you lots of happiness in your new home too.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotA little long to wait but expected and…
A little long to wait but expected and not like others I know so I’m quite pleased also the staff I’ve seen and I’m used to. Very friendly and do the best they can do to get the jobs done.
Miss · 27 July 2024
Agent replied · 23 August 2024
Hi Miss Ellis,Thank you very much for your amazing review! 🙂We're so appreciate of your understanding regarding the wait times and furthermore for your positive feedback on our staff. We’re always committed and strive to provide excellent service, so it makes us proud to hear that our team has made a positive impression as well as working hard to ensure jobs are getting done.Many thanks again for your positive review, your feedback means a lot to us and most importantly we’re delighted you’re happy with the service received too.Customer Service Team
★★★★★ 4/5
TrustpilotL&Q were helpful .However the service…
L&Q were helpful .However the service left me with a boiler though safe isn’t working properly and I have to wait till21st May to have it fixed .so I would say L&Q did well Swale not so good though the engineer was polite .
Miss · 10 May 2024
Agent replied · 11 June 2024
Hi Ruth,Thank you so much for leaving us a review following your recent experience with us.It's great to know you're finding us helpful and we're really happy to hear this too.We feel your dissatisfaction with the waiting time to your next appointment and we apologise profusely for the inconvenience this may be causing you as well.Having investigated this matter further with our contractor, we understand new parts are needed for the boiler. Sadly, this is causing the delay, but rest assured the parts are on order and will be available for fitting on your next appointment. In the meantime, we’ll be sure to pass on your feedback and if you have any further questions or if there’s anything further we can do for you, please do let us know and it’ll be our utmost pleasure to help.Contact with us is welcome through any of your preferred channels or by email at lqdirect@lqgroup.org.uk.Many ThanksCustomer Service Team
★★★★★ 1/5
Trustpilot5 months for a dissatisfied Stage one response
This company makes me laugh. Trying to blame myself for the companies incompetence. Discrimination against me working. Not able to reply to the Stage one complaint and provide a reasonable amount of compensation. The facts remain the same L&Q are covering up my situation.
Jessica · 10 May 2024
Agent replied · 11 June 2024
Hi Jessica, We'd like to thank you for bringing this to our attention and raising your concerns. We understand your frustrations and we're really sorry that you are feeling this way. We want to assure you that we take allegations of discrimination very seriously. Upon reviewing your case, I noticed that our complaints team is in direct communication with you and are doing their best to provide you with a satisfactory resolution. Our team are keen to assist in anyway we can so please feel free to reach out via lqdirect@lqgroup.org.uk using 'Trustpilot' in you subject header. Many ThanksCustomer Service Team
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