Trusted Agent profile · London
★★★★★
2,566 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 2,566 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
TrustpilotIt was really great and a kind man who…
It was really great and a kind man who did his job, I thank you and them right here
Hi Wahidulla,It’s with great pleasure to help you and we’re so happy you’ve had the most amazing experience with our contractor.Thank you so much for your 5-star too 😊We’re looking forward to helping you again soon so please reach out if there anything else we can do for you.Many ThanksCustomer Service Team
1/5
GoogleTerribly run organisation. We will be moving to a Right to Manage scheme to get rid of them. Constant changeover in staff. Bouncing if complaints from one department to the next to only get ignored. Ever increasing service charges while service quality decreases. Avoid.
4/5
TrustpilotVery polite
Very polite, appeared efficient at their job and could deal with the problem in hand to a satisfactory level.
Hi Louise,Thank you so much for your amazing review!We're chuffed to hear you've had the best possible experience and our operative done a good job in resolving the issue for you.Your review certainly helps us to understand of the fabulous service our staff are doing whilst in our resident’s homes too so we really can't thank you enough for taking the time to share your experience with us.We're looking forward to helping you again soon 😊Customer Service Team
3/5
TrustpilotThey're ok, nothing special
Maybe too big to really care about all of the service areas they need to maintain.
Hi Simon, Thank you for sharing your concerns with us. We would like to understand more about the areas where you think we might be falling short. Could you please detail these in an email to us lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header, as I'm sure we can turn things around for you. Many Thanks Customer Service Team
4/5
TrustpilotAt least recently acted promptly…
At least recently acted promptly without any hesitation. But still looking forward for general and upliftment of my flat.Thanks
Hi Dominic,Thank you so much for your review! 🙂We're over the moon you've had a 4-star experience and your most recent contact with us was dealt with quickly for you.If there's any more we can do to help with your flat, please do let us know where it'll be our pleasure to help with your enquiries.Contact with us is welcome via any of your preferred channels or by emailing us here at lqdirect@lqgroup.org.uk. If email is your preferred option, we kindly recommend 'Trustpilot' is used as your email subject as this information will be most helpful to us as well.Many ThanksCustomer Service Team
5/5
TrustpilotTerrific Tina 💕
Given the fact she was ever so patient and responsive at any given time.Made the process smooth and straightforward.
Hi Waad,Thank you for your review and for rating your journey with us so highly.It’s so lovely to hear you’ve had a 5-star experience with Tina, and we’re delighted she was there to support you and ensure the whole process went smoothly for you as well.It certainly makes us proud to know we have an amazing team player who's putting our customers at the heart of everything she does, so a huge thank you once again for your amazing review.We're sure Tina will be most grateful for your kind words too😊Many ThanksCustomer Service Team
3/5
TrustpilotCommunication is lacking .....people in…
Communication is lacking .....people in different departments should speak to each other .Trying to get through to l+q is near impossible and when you do it's like a doctors receptionist
Hi Pauline,Thank you very much for your feedback and bringing your thoughts and feelings to our attention.We acknowledge your feedback and we're so sorry if you feel our services are lacking, however we're pleased you've taken the time to let us know as your thoughts.We’ve certainly taken onboard your comments and they’ll most certainly help us to look at ways we can implement changes to make sure our residents have a much better experience.If however there’s anything we can help you with at this moment in time, please let us know by email at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as the subject) and we’ll be more than happy to offer our assistance.Many ThanksCustomer Service Team
5/5
TrustpilotVery good work ethic, professional, he was very polite and worked degilently and professionally.
The professional who came worked cleanly, he was efficient and he made sure the radiator worked before he left.
Hi Pauline,Thank you so much for your 5-star review!🙂We're so pleased everything went amazingly for you and we're thrilled the operative delivered a great service at the same time too.It's so nice to hear when things go so well for our residents so thank you once again for taking time to share your experience with us.Many ThanksCustomer Service Team
5/5
GoogleExcellent good customer service
4/5
TrustpilotYoung man came and done my radiator in…
Young man came and done my radiator in hallway very polite and tided up after himself
Hi Lynn,Thank you very much for your 4-star review!It sounds like everything went perfectly for you, and we're thrilled to hear you received a great service from the operative too.We'll be sure to add your review to the job order and we’d like to thank you once again for sharing your experience with us as well.We're looking forward to helping you again soon😊Many ThanksCustomer Service Team
5/5
TrustpilotBeyond my expectations
Beyond my expectations. Plumber arrived 08:00 without fail and completed the job with no problems at all.
Hi Rachel,Thank you so much for your fabulous 5-star review! 😊It’s always a pleasure to learn of the fantastic service received whilst our operatives are spending time in our residents’ homes, so we really do appreciate and value your feedback.We're looking forward to helping you again.... hopefully sometime soon.Many ThanksCustomer Service Team
5/5
TrustpilotThey phone me with cancel so they came…
They phone me with cancel so they came early to me .
Morning Sharon,Thank you so much for leaving us a 5-star review!We're delighted you've had a positive experience, and we sincerely hope the earlier appointment didn't inconvenience you too much.We understand there can be quite a wait for some repairs, so we'll always do our best to offer an earlier appointment where availability allows us to.We're looking forward to helping you again.... hopefully sometime soon 😊Many ThanksCustomer Service Team
1/5
TrustpilotNo transparency
No transparency Little information Disregard for my late Aunt's possessions and the fall she sustained in her flat.
Hi Rachael,Thank you very much for your review and for expressing your thoughts and feelings with us.We're truly saddened to learn of your views, and we offer our sincere apology for the disappointing experience you've had with us.We want more than anything for our residents and customers to be happy with the service they receive, but we totally understand from time-to-time things do sadly go wrong.We'd very much love the opportunity to gain a better understanding of your concerns and to look at ways we can offer further help and assist you in putting right what may have gone wrong.To help us achieve this, we kindly invite you to email all the details to our dedicated team here at lqdirect@lqgroup.org.uk. It'll be most helpful too if 'Trustpilot' is mentioned in the subject line of your email when contacting us on this occasion.Many ThanksCustomer Service Team
5/5
TrustpilotGreat service
He came on time, was friendly, and easy to cooperate with.
Hi Christiana,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 that person some recognition therefore, if you know the name of the person, please email us their name 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
TrustpilotGood team
The team of two were polite and friendly and knew what they were doing.
Hi Susan,Thank you very much for leaving us a 5-star review! 😊Your kind words about our team mean so much to us and we're most grateful for your time in leaving us a positive review. We're truly delighted you had a positive experience and that our team was able to assist you too.Many thanks again for your amazing feedback, and feel free to let us know if there's anything further you would like our help with.Customer Service Team
5/5
TrustpilotRespond effectively to the request that is concerning the person asking for.
The service colleague was very polite and professional and dealt with the quivery effectively at the time.
Hi Abdul,Thank you so much for your amazing review!We appreciate you taking time to let us know everything went for you during your recent contact with us, and we're thrilled to hear you're happy with the service received.Your feedback makes us proud to hear this too and it's certainly the kind of service we always aim to deliver to our residents.Many thanks again Abdul! We’re looking forward to helping you again…. hopefully sometime soon 🙂Customer Service Team
5/5
TrustpilotThey always do their best to help you
Hi Sparkle Silver,Thank you very much for your 5-star review!It's great to hear you're loving the service from us; it certainly makes us super proud to hear this too.It's always with pleasure to help and we're looking forward to helping you again soon 😊Many ThanksCustomer Service Team
5/5
TrustpilotL&Q kept me informed and managed the…
L&Q kept me informed and managed the appointment very well.
Hi Premchand,Thank you so much for the 5 star review,We really do value your feedback and would like to thank you for taking the time to share this with us,It is so nice for us to hear that you were well informed with details of your appointment and it makes us happy to hear that that you were pleased with the service provided,We honestly can't thank you enough for taking the time to share this with us. We will continue working hard to deliver a great service.Many Thanks,Customer Service Team
5/5
TrustpilotK&T heating very good
very good, gave text message before there due to come
Hi,Thank you so much for the 5 star review,We really do value your feedback and appreciate you taking the time to share your thoughts with us,It really is nice for us to hear that you received a great service from our contractors K&T Heating, We can't thank you enough for taking the time to share this with us and we will continue to work hard alongside our contractors to deliver a great service. Many Thanks,Customer Service Team
1/5
GoogleThroughout my tenancy had many issues such as a flooding, fire alarms going off because of their poor quality, balcony panels being a health hazard although building is not even 2 years old and much more. Majority of cases had to be solved by ourselves. And when something as simple as "could you send us the remote to the parking because the one we got doesn't work" , this is the answer we get ( pictures) after weeks of back and forths. Not only staff is dismissive but also raw and rude. We asked a simple question and were clear about it. We were promised the fob was being posted twice but nothing arrived and when we chase up, they deliberately try to make it appear as a misunderstanding, deeming themselves the right to send us back an angry response!? They seriously need to revise their work ethics.
1/5
GoogleReport about a hanging kitchen cupboard repair back in august 2020 and after a month later they booked me an appointment to come and have a look, after the initial appointment no one contacted back so had to call back to find out what is happening with the outcome of my initial appointment, been told they have to order a new unit, fair enough but it took 3 months for them to book me an another appointment to come and put the new unit in December 2020 but the day of my appointment they rang me to cancel my appointment and when I asked for the reason they told me they have to have the asbestos report!! I told them if you needed this report then why didn’t you get this beforehand and ideally while I was waiting all that time for my fitting appointment, it just waiting everyone’s time and the cupboard is dangerously hanging and might fall and hurt someone, but been told as soon as they get the report they will book an appointment, but no one rang so as usual had to phone them back and been told they booked another appointment in February 2021! How can I be happy for this when you cancelled my appointment because of your efficiency, made a complaint but they are so reluctant to admit their fault and been stop replying my emails, so hopefully this time they better come and fix it in February 2021 or I’ll take legal action, can’t neglect your customers but that’s what they are doing😡😡😡
1/5
GoogleThe ABSOLUTE WORST. L&Q do NOT deal with emergency situations at all. They pass the buck when it comes to responsibilities and fill their pockets when it comes to pay day. Multi Million pound company with everyone getting a FAT pay check, but when it comes to pay Out, they spout legal jargon, which is utter rubbish. The day you (L&Q) get your comeuppance, no one will bat an eyelid, instead everyone affected by you, and your pathetic work ethics, will stare to make sure each nano second of your demise is viewed. The flipping call centre won't even recognise the choices made on the key pad and will literally cut you off. 3rd world countries offer better customer service than you ingrates. Please note, this above review is Not for those sincerely earning their pay by doing ethical work.
1/5
Googleone of the worst Landlords you will ever come across. I have a Leak at my flat for the PAST 10 months and it is still ongoing. I had a very small plaster coming off the wall at the start and now my whole flat is messed up. I have damp on every single wall of my flat. After almost 10 moths still waiting for them to repair the damage and stop the leak. WHAT A JOKE! Simply stay homeless but DO NOT RENT FROM THIS PEOPLE.
1/5
GoogleThe absolute worst landlord ever! They provide a roof and that's it! Good luck trying to get anything done. They flop it all. Frustration levels are through the roof, due to their lack of customer service or any senior management interest or direction. They ignore their own policies and procedures and make it up as they go along. Housing regulators do nothing. They fail to even comply with Housing Ombudsman directives or respond to Councillor enquiries. Someone, somewhere needs to act and individuals need to make complaints to them, housing Ombudsman and Councillors. Maybe if enough people complain, they might pull their socks up!
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