Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 5/5
TrustpilotThe operative was a very pleasant…
The operative was a very pleasant gentleman. I hadn’t been able to clear the space fully as I was injured, but he did it politely and kindly. Repair was carried out successfully and he cleaned up after himself and also returned everything back to where it was. A very nice man!
Heather · 3 April 2024
Agent replied · 11 June 2024
Hi Heather,Thank you so much for your review! 😊We’re very sorry to hear about your injury and hope you're feeling better and on the road to making a full recovery.We're delighted you’ve had a pleasant experience with our operative and it's lovely to hear how much he helped you too.It makes us very proud to know we have such thoughtful and helpful staff so thank you once again for sharing your experience with us, it’s greatly appreciated.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotProfessional service
Sefik was very professional and friendly, he showed me the property around and explained everything in detail. He was knowledgeable about the property. We made an offer over the asking price but they decided to give us the property at the asking price which was very nice of them.
Customer · 27 April 2024
Agent replied · 11 June 2024
Hi Customer,Wow! Thank you very much for your glowing review!😀We’re super proud of Sefik for delivering such amazing service and it makes us happy to know you’re delighted with the experience you’ve had too.We’re sure Sefik will be just as grateful for your feedback so we honestly can’t thank you enough for taking time to share your journey with us Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotAmazing Experience @ Barking Riverside
I have had an amazing brilliant service from the staff at L&Q @ Barking Riverside especially from Nipa and her team, Our experience has been 10/10 and I would highly recommend her and the team at L&Q
FAZAN · 5 November 2024
Agent replied · 22 November 2024
Hi Fazan,Thank you so much for the awesome review! 😁It's fantastic to hear that you had such a wonderful experience with our team, especially with Nipa and her team, and we can't thank you enough for recognising their hard work.It truly makes us proud and happy to receive such amazing feedback, and it's most certainly rewarding to know we've done a fabulous job in meeting your expectations.Thank you for your 10/10 rating and recommendation; it's greatly appreciated and means a lot to us too.Customer Service Team
★★★★★ 5/5
TrustpilotMy experience with L&Q
My experience with L&Q was exceptional, being a first time buyer can be tough but Karen was always on hand if I need any questions answering at every stage of the processOverall very happy with the process and would recommend to others.
Matt · 18 August 2024
Agent replied · 23 August 2024
Hi Matt,Thank you so much for your fabolous review! 😊We’ve loved hearing about your journey with us, especially with our Sales Associate, Karen It's wonderful to know that Karen was so helpful and supportive throughout your journey. We work hard to ensure the buying process is a smooth and enjoyable experience as possible, especially for first-time buyers which can be a daunting experience for some.We just know Karen will be delighted with your kind words too, so a huge thank you once again for your amazing feedback and recommendation.Most importantly it makes us happy to know you've had a 5-star experience with us.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotArrived on time
Arrived on time, he worked extremely hard and did a good job.
Joan · 23 September 2026
Agent replied · 25 September 2026
Hi Joan,
Thank you very much for your 5-star review!
We're delighted to see you've rated your recent experience so highly, and it brings us joy to know our operative did an amazing job and that you're happy with the outcome. Our aim is to provide great service, and we love that we've achieved that for you.
Thank you once again, and we look forward to assisting you again soon! 😊
Customer Service Team
★★★★★ 5/5
TrustpilotThe Services I received from Sales Team…
The Services I received from Sales Team at L&Q was exceptionally helpful. The sales associate Karen and Deanne was professional during the viewing. The communication was excellent and the follow up to completion was very helpful. Thank you once again. ✍️
Olufemi · 29 August 2024
Agent replied · 23 August 2024
Hi Olufemi,Thank you so much for your awesome review and kind words! 😊We're so happy to hear about your positive experience with our sales team. It's wonderful to know that you found them professional and helpful throughout the whole process. We very much appreciate your feedback and we’re sure the team will be delighted with your kind words too.Wishing you all the best in your new home, we hope you’ve settled in well and you love your new home just as much as we do.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotOur experience with Mo and Joe has been…
Our experience with Mo and Joe has been exceptional. Mo made our purchasing process extremely easy and was always on hand to answer any questions that we had. She is a credit to the team and one of the main reasons why we purchased.
Adeola · 28 June 2024
Agent replied · 23 August 2024
Hi Adeola, Thanks for your glowing 5 star review for Mo & Joe.We love hearing how they made such an impact on you by providing you with exceptional service, being on hand to answer any questions. We know how stressful buying a home can be, so we do all we can to reduce this, it certainly sounds like Mo & Joe did a fantastic job. You're right, they are a credit to us. Many Thanks Customer Service Team
★★★★★ 5/5
TrustpilotThe young man came had a message to say…
The young man came had a message to say he is on his way did a brilliant job of repairing the gate and tidied up after the drilling of the wood so all left gate opens and closes very well now thank you
Mrs · 24 September 2026
★★★★★ 5/5
TrustpilotOn time
On time, confident engineer pleasant and polite, all round great service.
Wayne · 24 September 2026
Agent replied · 25 September 2026
Hi Wayne,
Thank you so much for your 5-star review! 🙂
It's fantastic to hear that everything went perfectly for you and that the engineer delivered amazing service. Your feedback means so much to us, and we'll keep striving to deliver the same great experience.
We hope we can help you again soon!
Many thanks,
Customer Service Team
★★★★★ 1/5
GoogleWe stored our bicycles in the “secure cycle storage” as instructed in their own Home Guide. Despite following every guideline, locking to the rack, securing the door, our bicycles were stolen. There is no CCTV, no proper access control. …
Betül · 16 September 2025
★★★★★ 1/5
TrustpilotI have had no hot water or heating for…
I have had no hot water or heating for nearly a week! 2 young children, one is disabled. Told me twice someone would be out to fix it and no one showed up. Sat on the phone over 7 times, each call over 3 hours before I even got through. Going to have no hot water or heating over christmas and probably into the new year. I’ve gotten in touch with ITV NEWS and have a few tenants who are willing to speak to them too regarding the issues L&Q seem to ignore.
Leanne · 23 December 2024
Agent replied · 26 December 2024
Hi Leanne, Thanks for leaving us a review with your concerns. We're really sorry to hear about the issues you're facing, it truly sounds like an incredibly tough situation, especially over the festive period. Your concern regarding hot water and heating is completely justified. We can understand the discomfort and inconvenience this is causing, especially with young children. We've noted your frustration with the missed visits. Please be assured that we take these matters seriously. We can see from our records that our team are already in touch with your regarding this matter. In the meantime, if you need to contact us please email contact@lqgroup.org.uk and use 'Trustpilot' as your subject header. We will do all we can to fix this as soon as possible. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotDO NOT BUY - NO MATTER HOW DESPERATE YOU ARE
Where do i start! Miss advised on service charge form the initial advertising. They do nothing at all to manage the property yet add a management fee and then the poor staff have to advise residents they do not have time to look at the invoices. They do not respond to repair and theft reports. They do not provide year end accounts ( even after 18 months) and in writing have advised me that I should be happy to be paying there management fee to help other people get on to the property market!I have not received a breakdown of accounts since 2021.They deny phone calls one minute and then they claim that they record calls the next. They do not just miss internal complaint deadlines, they refuse to issue deadlock letters as required by Ombudsman. I was told ( on a recorded call that now cant be found!) that a former member of staff said " he will go to ombudsman so what is the point in replying". My £320monthly costs advertised , 7 years later are at £932 per month! There strategy is to ignore complaints / ignore difficult questions and keep you in a customer service loop and hope you don't go to ombudsman. Developers have been forced to publicly distance themselves from them. The reply to this here is undoubtably going to be " thanks for your feedback. Please email our customer service team " before they will go back to ignoring emails and calls. If you are reading this saying " oh i hope this will not happen with my property" then have a look around online. This happens across all of there schemes and I wish there would be a public enquiry called on them. Edit: exactly as predicted they have told me to send them an email.. I have forwarded emails on already and called them on Friday - I was not able to speak to anyone and my repeat emails have been ignored directly by staff members ( won’t name ) , staffs managers ( won’t name ) and complaint handlers. complaints @ lqgroup.org.uk was emailed as per there online available complaint procedure.
Tom · 23 December 2024
Agent replied · 11 June 2024
Hi Tom, Thank you for taking the time to leave us a review. We're genuinely sorry to hear about your dissatisfaction with the services provided. It's vital for us to ensure that we are meeting the expectations of our customers and it seems we may have missed the mark in this case. We'd like to reassure you that we are fully committed to investigating each and every point you've raised. Given the constraints of communication via this platform, it's hard for us to provide the assistance you need. Therefore, we kindly ask that you reach out to our dedicated team directly via contact@lqgroup.org.uk. Please make sure to use 'Trustpilot' in your subject header so that we can further discuss your concerns. We're keen to do everything we can to help resolve these issues, turn things around for you and hopefully, reinstall your faith in us. We look forward to hearing from you soon. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotAvoid l&q managed building…
I have been in an l&q managed building for 5 years in Canada water. The energy and heating managed by them is crazy expensive and nobody in l&q energy will answer your calls. An example is yesterday when I topped up 150 GBP for heating and today I was disconnected because those 150gbp were never credited but of course they charged me on my card. My tenancy manager just told me, as always, I don't know what to do. I strongly recommend avoid l&q in all their services.
Agustin · 20 December 2024
Agent replied · 26 December 2024
Hi Agustin, Thank you for tsking the time to share your concerns and experience with us in your review. We sincerely apologise for any inconvenience that you have encountered with our service. We would like to let you know that your home is now managed by Metra living, but this doesn't mean we will leave you unsupported. We encourage and welcome you to contact us at contact@lqgroup.org.uk. Please use 'Trustpilot' as your subject header - this will allow your message to be easily identified and attended to by our dedictaed team. We are committed to addressing your issues and working towards a satisfactory resolution. Please don't hesitate to reach out! Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotBad quality of construction work and no repairs and maintenance with discrimination regarding the Equality Act 2010 for people with disabilities mobility issues.
Bad quality of construction work, faulty the Energy Performance Certificates, overpriced flats, no access to fast repairs and maintenance, no lights outside building, overpriced regarding especially the central heating system and not finished construction work. No repairs on time, and discrimination against the Equality Act 2010 people with disabilities mobility issues by the Lettings Department too. Following response from the L&Q I have open complaint about service provided and I don't see progress with it till today. I discussed it with the NHL but unfortunately no progress with it. Could you please check it with the Report a Repair team as well with the Lettings Department too. I asked not once by the Report A Repair and Aftercare Departments but unfortunately nothing is happening. Just too many people at the desks and no maintenance and disrespect and disrepairs till today. For example no access to the EV Charger no appropriate insulation, faulty doors openers installed here with green buttons, no one is available just hidden excessive additional standing charges for central heating system, no priority register customers with disabilities, and decisions made by the Councils are changed by not qualified personnel to consider their responsibilities. I got additional injuries by delays and no help with repairs.
Andy · 18 December 2024
Agent replied · 22 November 2024
Hi Andy, We truly value your feedback and thank you for reaching out. We understand your concerns regarding the state of the areas, pending repairs and overall management issues. To assist you better and keep you informed, we'd really appreciate it if you could email our dedicated team at contact@lqgroup.org.uk with 'Trustpilot' as your subject header. We're confident we can work with you and make things better. Many Thanks Customer Service Team
★★★★★ 2/5
TrustpilotL&Q unpaid Energy bills on a new build
I recently bought into a shared ownership scheme with L&Q and for the most part it's been OK. Thr constant changing of contact people, email addresses makes it hard to resolve issues - maybe intentionally.I received a letter from a debt collection agency with regard to O/S payments to EON energy. I enquired into this and spoke to the bailiffs and was told it was for the period prior to my moving in date, and the completion date from the builders.They won't discuss with me any further as it's addresses to L&Q PRS Co Ltd.I did send an email to contact@lqgroup. only to receive a pathetic email asking if I gave a meter reading when I moved in, bearing in mind I've been living here for 3 years.As you can imagine this is causing me stress and anxiety, and I don't need bailiffs at my door or my credit rating to be affected by L&Qs actions or lack there of.L&Q let themselves down with these poor attempt to resolve issues that accumulate and bigger issues.Such a shame!!
Yaz · 17 December 2024
Agent replied · 26 December 2024
Hi Yaz,Thank you so much for taking the time to leave us a review.We understand your frustration with the communication and handling of your energy bill issue. It's concerning to hear about the difficulties you've encountered with changing contact information and the lack of resolution from the team. We sincerely apologise for the stress and anxiety this has caused you.We're committed to improving our communication processes and ensuring that our residents have a positive experience. We very much appreciate you bringing this to our attention and will use your feedback to enhance our services.We encourage you to reach out to our customer service team directly so we can further investigate this matter and work towards a satisfactory resolution. To help us achieve this, we kindly invite you to email us at contact@lqgroup.org.uk and ensure 'Trustpilot' is mentioned in the subject line of your email too. It'll be our utmost pleasure to provide further advice and guidance with this matter.Many Thanks,Customer Service Team
★★★★★ 2/5
TrustpilotWallace
Bad service by L&Q not fast enough on repairs etc.
Dwight · 22 September 2026
Agent replied · 25 September 2026
Hi Dwight,
Thank you so much for leaving us a review.
We appreciate you sharing your concerns about the speed of repairs, and we understand how frustrating it can be when issues in your home aren’t resolved promptly.
When repairs are initially reported to us, we assess the priority and raise them accordingly. However, we understand that things can change and issues may worsen. If this happens, please let us know so we can reassess the situation and provide the support you need.
You’re welcome to contact us through any of your preferred channels or by emailing us at contact@lqgroup.org.uk. If you include 'Trustpilot' in the subject line of your email, that would be a great help to us.
Thank you again for your feedback!
Customer Serice Team
★★★★★ 3/5
TrustpilotThey failing to resolve what should be…
They failing to resolve what should be a straightforward problem.
Howie · 22 September 2026
Agent replied · 25 September 2026
Hi Howie B,
Thank you so much for taking the time to leave us a review.
We sincerely apologise for your disappointing experience, and we're very sorry to hear that there’s still an unresolved issue.
Please feel free to email the details to our team at contact@lqgroup.org.uk (with 'Trustpilot' in the subject line), and we’ll be more than happy to look into this for you.
Many thanks!
Customer Service Team
★★★★★ 1/5
TrustpilotExtremely Disappointed with L&Q Housing
Extremely Disappointed with L&Q HousingI am deeply frustrated and disappointed with the lack of response and action from L&Q Housing regarding my urgent request for a move on medical grounds. According to their own policies, I should only have waited 12 weeks, yet it has been 18 weeks with no progress. I have submitted all the required paperwork, including medical documents, proof of my illnesses, and ID, and I’ve had confirmation that everything has been received.My current 4-bedroom ground-floor garden property is far too big for my needs and entirely unsuitable for my declining health. I have been a tenant for 17 years and have endured countless issues that L&Q has failed to address, including:Numerous severe leaks and flooding that have caused significant damage to my home.Persistent mould and mildew, which has negatively impacted my family’s health.Infestations of mice and, more recently, a rat, despite attempts to resolve the issue.A lobby wall alarm, directly attached to our bedroom’s plasterboard wall, that sounds continuously for days, sometimes over a week, making it impossible to sleep or use the room.Despite countless emails, phone calls, and complaints to L&Q, I’ve been ignored at every turn. I have involved environmental health, a disrepair team, and even the council, yet nothing has changed.My health continues to deteriorate, I cannot walk unaided, and I urgently need to move to a smaller, disabled-adapted home or over-50s sheltered accommodation closer to my family. The neglect I have experienced is not only unacceptable but also a complete failure of L&Q’s duty of care to their tenants.As of today, I have still received no response from L&Q, despite my repeated efforts to reach them. Their inaction is shameful, and I sincerely hope this review will prompt them to take immediate action, not only for my sake but for all tenants suffering similar neglect.
Sylvie · 12 December 2024
Agent replied · 26 December 2024
Hi Syvie, Thank you for taking the time to leave us a review and share your concerns. We deeply regret to hear about the health issues you're facing and understand your concern about the unresolved housing matters. We want to reassure you that your situation has been noted and our team is currently looking into your case. We acknowledge that it has been a prolonged waiting period and sincerely apologise for any distress you may have experienced. We understand your frustration and want to assure you that we are not ignoring you, but actively working on resolving your issue. If you need us you can reach us directly via email at contact@lqgroup.org.uk, please use the word 'Trustpilot' as your subject header. This will help us to identify your case and address your needs as quickly as possible. Once again, we're truly sorry for the frustration and upset this has caused you. We value your patience as we work through this process.Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotL&Q have failed me again!
I've had an incredibly stressful and disappointing experience with London and Quadrant (L&Q). For over a year, closer to eighteen months, I've been trying to resolve an issue with a constant leak in my property. It’s been confirmed that the pipe causing the leak was improperly installed when the property was built, yet L&Q has done nothing to address it.My complaint has been passed around endlessly with no resolution. I’m constantly left waiting for appointments where no one turns up, and there’s no communication to explain why. I’ve even had to rely on others to email them on my behalf, but still no action has been taken.This whole situation has caused me so much unnecessary stress. At this point, I believe the only way forward is to escalate my case to the Housing Ombudsman. L&Q has completely failed me, and I wouldn't recommend them
H · 12 December 2024
Agent replied · 26 December 2024
Hi H, Thank you for taking the time to leave a review and share your thoughts and feelings. We deeply apologise for any issues you have encountered, knowing that our aim is not to cause you any stress. We understand your frustration and recognise the inconveniences you've been through. We kindly invite you to email us directly at contact@lqgroup.org.uk, using 'Trustpilot' as the subject header. We need your full name and address to look into this matter in more detail and offer our assistance.We assure you we are keen to resolve any issues you may have an greatly appreciate your patience during this time. Many Thanks Customer Service Team
★★★★★ 5/5
TrustpilotHad a guy named Martin door my locks on…
Had a guy named Martin door my locks on front door and never felt so safe and a pure gentlemen.Felt safe and secure and also most at ease i would give the best ever to this guy. Thank you so much Martin
Deborah · 4 July 2024
Agent replied · 23 August 2024
Hi Deborah, Thanks so much for your 5 star review. We're delighted to hear your feedback! You mentioning that you feel safe and secure truly warms our hearts. We aim to deliver a quality service and it sounds like Martin hit the mark. Well done Martin. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotWouldn’t buy under shareholders scheme anymore
Got the flat in 2017First year the boiler failed: no action from you, replaced by myself because you refused to pay for it Since the start, windows on the garden side are not stopping the rain: no action from your side. Asked to replace them, God knows when you can In 2018 mould starting in the bedroom: cleaned few times with chemicals, going this Christmas to check by myself, still waiting action from your side Aerial failure, after few weeks one engineer replaced the part in the box, but half of the aerial is missing During the Covid had mouth infestation: carpet was a massive bed for them: fixed by myself 2022, after the excavation on front of the door (Virgin?some internet cable) the path collapsed, even some concrete floor tiles break; two weeks we had to jump to get in the main door 2022/2023: garden was a toilet for a big dog; one year even the garden people refused to trim the bushes (did we get discount that time? No!)Asking to have one electric vehicle charging point as in 2025 company is going to replace fuel vehicle with one full electric car to match the green conversion, as per government policy: you are correctly exploring to find a solution
Sandro · 9 December 2024
Agent replied · 26 December 2024
Hi Sandro, Thank you for bringing this to our attention. We apologise for the inconveniences you've faced in the past - this certainly isn't the experience we want you to have. We appreciate your patience and the proactive steps you've taken to resolve some of the issues. We are currently exploring options for EV Chargers, the reason it has taken this long is due to safety concerns, lack of power supply in some communal areas, and the problem of sharing the cost among all residents. It's a complex issue but we are working towards find the best solution. Any unresolved issues you have, we'd gladly tackle. Just send us an email at contact@lqgroup.org.uk with the subject line 'Trustpilot'. We're here and keen to help in anyway we can. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotBoiler
Had a boiler engineer come out told me that he had spoke to L&Q and they excepted for a new boiler and one would be fitted when a new one come in at the beginning of December and I would be first on there list.Spoke to L&Q this morning and they tell me it's not been authorised. But its with a management team who have to look at the cost. Even tho the boiler is 16 years old pressure grade doesn't work. So someone has lied to me . Had black mold in front room and one of the bedrooms been washed now by a company. But had RIP of the paper in the living room.
Graham · 5 December 2024
Agent replied · 23 August 2024
Hi Graham, We'd like to thank you for sharing your concerns with us. Please note that any gas works must be carried out by a Gas Safe registered contractor, and any significant projects, like a boiler replacement, require our prior approval. We can assure you that we are currently reviewing your situation and will reach out with an update as soon as we can. We hope the recent mould wash has taken care of the issue. If it returns, please reach out to us so we can evalute the situation promptly. For any assistance you may need, feel free to contact our dedicated team at contact@lqgroup.org.uk and kindly use 'Trustpilot' in the subject line. We're here to help! Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotL&Q Shared Ownership : A Honey Trap That Will Ruin Your Life
L&Q is the worst company. Their shared ownership schemes is a complete trap, and their complaints process is useless. After dragging you through Stage 1 and Stage 2 complaints with no resolution, they recommend you contact the Housing Ombudsman because they know nothing will come of it and they simply don't care. Selling your shares is nearly impossible, service charges skyrocket without providing you any of the legit services and they ignore all accountability. They prey on your hopes of owning a home, only to leave you with endless frustration and financial stress. Avoid them at all costs.
MR · 5 December 2024
Agent replied · 26 December 2024
Hi Awais, We regret to hear that you're not satisfied, but we truly value your feedback. Shared Ownership is a government-backed initiative provided by Housing Associations, designed to help people transition from renting to owning a home. This scheme can serve as a valuable step towards homeownership for many. When you submit a complaint to us, we take it seriously and view it as a chance to collaborate with you to reach a satisfactory resolution. Additionally, you can always reach out to the Housing Ombudsman Service for guidance regarding your concerns. If you feel you are being billed for services you aren't receiving or wish to make a complaint, please do let us know so we can look into this further. You can contact our team at contact@lqgroup.org.uk with 'Trustpilot' in the subject line. We are committed to resolving this for you. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotI'm consistently experiencing difficulties in obtaining updates or establishing direct communication with our local neighbourhood officer."
Can never get through to our Neighbourhood Housing Officer.
Sheryl · 22 September 2026
Agent replied · 25 September 2026
Hi Sheryl,
Thank you so much for sharing your feedback with us.
We’re truly sorry to hear about the difficulties you’ve experienced in reaching your Neighbourhood Housing Officer and the ongoing issues with repairs. We understand how frustrating and disappointing it must be to feel unheard and to have important updates pending for so long.
We’d really appreciate the chance to learn more about your concerns and see how we can help resolve this for you. Please feel free to email our dedicated team at contact@lqgroup.org.uk, using 'Trustpilot' as your email subject. One of our advisors will do their best to assist you as soon as possible.
Thank you again for bringing this to our attention.
Customer Service Team
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