Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotBoiler repair
Boiler repair The engineer was very professional and easily approachable .He talk me through the repairs.
Leticia · 26 September 2024
Agent replied · 23 October 2024
Hi Leticia,Thank you for sharing your recent experience with us.We've loved hearing about the engineer's professionalism and approachability, and we're glad you found the explanation of the repairs helpful too.Your feedback is valuable to us and helps us recognise the fantastic work our contractors are doing for our residents.We look forward to assisting you again soon 🙂Many Thanks,Customer Service Team
★★★★★ 5/5
TrustpilotToilet cistern repair
The gentleman that came to do the repair on the toilet was polite, considerate, very tidy and clean, very impressed with him, treated my home with respect, we need more of this in this world!!
Lesley · 5 September 2023
Agent replied · 29 August 2024
Hi Lesley, Thank you very much for your 5 star review. The Operative that attended sounds like he's done a great job. This is just what we love to see!Many Thanks Customer Service Team
★★★★★ 5/5
TrustpilotThe engineer was very approachable and…
The engineer was very approachable and answered any questions I had. Thank you very much .
Dee · 25 September 2024
Agent replied · 11 June 2024
Hi Dee,Thank you so much for your positive review! We truly appreciate you taking the time to share your recent experience with us.We're passionate about the service we provide, and it's fantastic to hear that the engineer met all your expectations and delivered excellent service.Once again, thank you for sharing this with us. Your feedback is greatly appreciated! 😊Customer Service Team
★★★★★ 5/5
TrustpilotGood communication and helpful agent…
Good communication and helpful agent even though calling out of hours.
Marilyn · 9 December 2024
Agent replied · 23 October 2024
Hi Marilyn,Thank you for leaving us a 4-star review!We truly appreciate you taking the time to share your positive experience, and we're glad to hear that you felt listened to, welcomed, and supported during your interaction with us.It makes us proud to know you've had the best possible experience, and it certainly sounds like it went perfectly for you.Many thanks again, Marilyn! We hope to be of assistance again soon 🙂Customer Service Team
★★★★★ 5/5
TrustpilotThe man was very nice and…
The man was very nice and straightforward. He did his job accurately and with no problems at all.
Rocielle · 21 August 2024
Agent replied · 23 August 2024
Hi Rocielle,Thank you for your 5-star review! 🙂We’re delighted you had a wonderful experience. It makes us happy to know the operative was polite and completed the job well with no problems.Your feedback certainly helps us to understand what a fab job our maintenance team are doing, so we really do appreciate you sharing your experience with us too.We hope to be of assistance to you again soon.Many ThanksCustomer Service Team
★★★★★ 1/5
GoogleThey deserve minus stars!I have tried calls and emails to get a viewing sorted for a flat I want to buy via shared ownership but nope no straight answer with one person sending me to someone else and them having no clue😡You would think them selling something means they would be more than happy to let you see the product!Also whats the point in me giving my personal info and getting approved financially to get no viewing!such a waste of time stay away from them peeps they are clueless!
Susu · 10 June 2022
★★★★★ 1/5
GoogleAbsolutely awful we are a disabled family severely overcrowded foundation mutual exchange and have had to continously call them trying to get it processed, they never get back to anyone , they won't reply to emails either everyday I'm on the phone and still getting nowhere, I've also been waiting 7 weeks for them to put in a new small kitchen they turn up do a small bit then disappear the workmanship awful my expensive appliances dented and scratched I'm still waiting on this kitchen being finished and uts excuse after excuse they scratched all the worktops and filled the scratch with black silicone in the hope I wouldn't notice today theybwere meant to arrive yo finish it and again nobody turned up again I'm at my wits end and just want moved out this place as fast as possible they just do not care despite the fact my daughter has a terminal illness it's vile
Jilly · 10 June 2022
★★★★★ 1/5
GoogleI have called L&Q several times regarding 2 repairs first of all today i called at 2 pm spoken to a very rude lady she probably woken up did not intrested to help at all i had Ceiling leaked last yearWhich left a lot of stainsOn my kitchen ceiling and And my living room i have been calling them since last year had one visit they where they took pictured and suggest me to hgo upstairs and ask the people to report if they have a leak after that they didnt bother to get back to me they said its a long process u should do it your self i spend almost 1200£g got my kitchen and living painted i had to get the whole flat painted because it would look different today i spoke to rude lady she said o so got it it painted now you should call them people and ask them to come and check we cant fix this problem mean its not land Q problem if my rent get a day late they start sending me letters my window its been broken 4 years ago they didnt fix it i hope one of L&Q reponsible person read my review and sort out this for me i am goinh through alot of stress past few years one of the worse association very very disappointed
London · 10 June 2022
★★★★★ 1/5
GoogleExcuse my name on my review my name is Ashley .. been trying to get a property 3 gem court with my partner tanya .. took them 2 months going back and forth saying we don’t have this document or that document when we provide the documents in question they deny they haven’t recieved them at all. We resend all documents again To them say they need additional ones .. furthermore this case was giving to 2 different people Genevieve and Natasha .. both of them caused us nothing but pain, headache, effected our mental health, which my partner is suffering from causing her to be Ill and having mental break downs, on the 18th of October (today) we got an email from Natasha photo will be included saying we have Untill 3pm to send over a document what was sent stating a bank statement of 1 September Untill the 15th of September what was giving and provided of the 1st of September to the 30th so she had no reason to decline our move because that was the document she asked for. She recently called her declining our applications. DONT EVER USE THIS SO CALLED COMPANY THEY GIVE YOU NOTHING BUT STRESS AND DISCOMFORT AND FALSE HOPE!!
Ashley · 10 June 2022
★★★★★ 1/5
GoogleL&q are descusting, in the way they treat there clients. My main door to the building was left unsafe for 15 month 6 of which the door was wide open. This has lead to further damage to frame, door exterior wall and paving slabs. When they come out to do a job they make matters worse by trying to cut corners this has been detrimental to my mental health and has left me feeling unsafe within my own property, when they know I was moved here for safe guarding reasons and I have mental and physical needs.
Mark · 10 June 2022
★★★★★ 1/5
Googleby far the worst, ignores your house repairs, ignores your calls, puts you on hold for almost 2 hours then hangs up on you when its your turn which leaves u having to call all over again to report a problem, never rent a place from them all their houses are fast built and full of issues and very cheap material, ongoing leaks which they are not fixing which is causing loads of damps and mould in the apartment, flats are new and there is mice crawling underneath the carpets. They take your rent money but yet they hardly or refuse to fix issues in your house, do not ever go with them L&Q are the worst. The worst customer service too.
Abdullah · 10 June 2022
★★★★★ 1/5
GoogleSTAY AWAY!!! I tried letting an apartment with some friends, as soon as we paid the holding deposit it all went down hill. We clearly should of passed referencing as our income is a lot more then what is usually asked for. However we were disapproved and kept the deposit.
The customer service was awful, they prolonged everything they could and starting to ask for very unusual documentation.
What's worse is they never gave any specifics why we were disapproved at all!
I feel like it was a total scam!!!!!
PLEASE STAY AWAY! THEY ARE AWFUL!
It was my fault I didn't look at the awful reviews before going ahead.
Joe · 10 June 2022
★★★★★ 3/5
GoogleIt’s alright.
I rented a studio through them and it was all good when it came to repairs and such. But when I needed to contact the property management for references, or to get my deposit back it’s been a nightmare. I still haven’t got the deposit back after two months. Whenever I call their number, and ask for a specific person, they either don’t recognize such person, or that person is unavailable, or they send me to a general query assistant that will hung up on me !
As for emails, they will take a thousand years to reply, if they even bother doing it.
Edit : after a couple months of trying to get hold of the right person, I did get my deposit back. It seems - from what I was told - that my propriety manager had moved in another department (or just left) and it was a difficult transition.
I initially put one star, but I changed to three because after all, I had a good studio at an amazing price.
Sarah · 10 June 2022
★★★★★ 1/5
TrustpilotIt took almost 2 years to fix the part…
It took almost 2 years to fix the part on our back door and fencing in both gardens are rotted
Mr · 15 July 2024
Agent replied · 23 August 2024
Hi Mark,We appreciate you leaving us a review and for expressing you’re your dissatisfaction with us too.We understand and feel your frustration with the delays in repairs, and we sincerely apologise if our service has failed to meet your expectations on this occasion. Whilst we strive and endeavour to provide timely and quality service, we’re truly sorry for the dissatisfaction caused but we appreciate your feedback, and we’ll certainly use it to improve our processes.In the meantime, if there’s anything else you would like our help with, please do let us know by email at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) where it’ll be our utmost pleasure to help you.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotRang about my gutter
Rang about my gutter. Next day the repair man came. Very efficient and polite. And I was amazed at how quickly they came out.
Janet · 2 May 2024
Agent replied · 11 June 2024
Hi Janet,Thank you so much for your glowing review!We’re so happy to learn of the amazing service you’ve recently received from us, and we’re delighted the issue with the guttering was resolved so quickly too.Many thanks again for sharing this with us, we’re very proud of our maintenance team for doing a fab job!We're looking forward to helping you again, hopefully sometime soon 😊Customer Service Team
★★★★★ 4/5
TrustpilotFirst of all I didn’t even know I had…
First of all I didn’t even know I had an appointment until I was going through my phone. And saw a message 🤷🏾♂️🤷🏾♂️
Mr · 20 May 2024
Agent replied · 11 June 2024
Hi Donovan, Thank you so much for your 4-star review! 😊Not to worry, these things happen, and we hope the appointment was convenient for you.We trust everything went well but please do let us know if there's anything you would like our help with, and it’ll be our utmost pleasure to assist you.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotLovely staff to change the day & Lovely…
Lovely staff to change the day & Lovely lad who came was booked and fitted into the date that was good for me
Jo · 20 May 2024
Agent replied · 11 June 2024
Hi Jo,We’re so pleased you’ve taken time to share your experience with us.It sounds like everything went perfectly for you which is truly wonderful to hear.Your feedback certainly helps us to understand of the amazing job our staff and/or contractors are delivering, so we can’t thank you enough for your fabulous review.We hope we can help you again soon 🙂Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotGas service
We have the same engineer that does our gas servicing and he is very efficient at his job and very polite, so thank you.
Customer · 29 April 2024
Agent replied · 11 June 2024
Hi Customer,Thank you so much for amazing review!We love that you have the pleasure of the same engineer, it certainly makes a difference to see the same friendly face delivering a fantastic service.Most importantly we're thrilled you've had a 5-star experience and you're happy with the service received as well.Your feedback certainly helps us to understand of the great things our contractors are doing for our residents too so a huge thank you once again for sharing your experience with us.In the meantime, we look forward to helping you again, hopefully sometime soon 😀Customer Service Team
★★★★★ 1/5
TrustpilotI find L&Q a letdown
I find L&Q a letdown, I've tried several ways to contact maintenance and even put in a complaint to no avail. The whole process is draining. I currently have 5 outstanding repairs!
H · 8 November 2023
Agent replied · 26 December 2024
Hi ShayeShayesWorld,Thank you for your review.We value your feedback, and we appreciate you bringing your thoughts and feelings to our attention.We're saddened to learn you find the whole process a bit much, but we can see why this has prompted you to feel this way. Understandably this is upsetting for you too, but we would love to assist you and help with your repairs as well as ensuring you receive a response to your enquiries too.To help us achieve this we kindly invite you to email our amazing team here at lqdirect@lqgroup.org.uk with 'Trustpilot' as the subject. Please include as much information as possible and once we’ve received your email it'll be our utmost pleasure to do our best to help.Many ThanksCustomer Service Team.
★★★★★ 5/5
Trustpilotwell job was completed as discussed…
well job was completed as discussed also part ordered returned once part arrived completed job
Sharon · 3 October 2024
Agent replied · 23 October 2024
Hi Sharon,Thank you so much for taking the time to leave us a review! 😊It's great to see that your recent experience went amazingly for you, and we can't thank you enough for sharing this with us.It's always a pleasure to help, so please reach out to us if there's something else we can do for you.Many Thanks,Customer Service Team
★★★★★ 3/5
TrustpilotNo running hot water??
It shouldn’t take over a month to receive an appointment to access hot running water. Absolutely ridiculous
Debbie · 31 August 2024
Agent replied · 23 October 2024
Hi Debbie,Thank you so much for your review.We're so sorry to hear of your dissatisfaction, and we sincerely apologise if our services have failed to meet your expectations on this occasion.Rest assured, we've taken on board your feedback, and we'll be sure to use it to help us look at ways we can further improve the service we deliver.We understand that delays to our first available appointments may sometimes be frustrating, and from investigating this matter further, we see that you currently have access to hot water in your home.If, of course, the situation has changed since arranging the repair with us, please let us know, and we'll be more than happy to advise further. You can reach us by email at lqdirect@lqgroup.org.uk, and we kindly request that "Trustpilot" is mentioned in the subject line of your email too.Many Thanks,Customer Service Team
★★★★★ 5/5
TrustpilotThe call handler was very polite and…
The call handler was very polite and friendly whilst professional
K · 17 December 2024
Agent replied · 26 December 2024
Hi K,Thank you so much for your amazing review! 🙂It certainly sounds like everything went perfectly for you, and we're super glad to hear that you had a pleasant experience with our call handler.A huge thanks for sharing this with us; your feedback is greatly appreciated, and we're looking forward to helping you again soon.Customer Service Team
★★★★★ 4/5
TrustpilotL&Q sent the right person to complete…
L&Q sent the right person to complete the job, he was very professional and the problem in the kitchen seems to be resolved.
Wayne · 15 May 2024
Agent replied · 11 June 2024
Hi Wayne,This is great news!Thank you so much for letting us know how the repair went for you and we’re truly delighted you had a positive experience.We're appreciative of your 4-stars too! 😊Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotAbsolute chuffers
Absolute chuffers. I have dealt with them in a professional capacity and they so far short of their commitments it is unbelievable.
Amanda · 2 June 2024
Agent replied · 11 June 2024
Hi Amanda,We welcome your review and although you appear to be dissatisfied with the service received from us, we’d like you to know your comments and concerns are still important to us.We’ve certainly taken onboard your dissatisfaction as we’re always looking at ways to further improve the service we deliver, and your feedback will certainly help us along the way.If of course there’s anything further we can do for you, please do let us know and we’ll be more than happy to help.We have a fabulous team ready to assist with any queries or concerns you may have and you’re more than welcome to reach out to us at any time by email at lqdirect@lqgroup.org uk. We kindly recommend ‘Trustpilot’ is also used as your email subject as this information will be most helpful to us as well. Many ThanksCustomer 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.
