Trusted Agent profile · London
★★★★★
2,509 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 2,509 reviews on two platforms, including 411 Google reviews rated 1.9.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotWell done
I think the plumber had a needed professional skills .
Hi Tatiana,We’re so grateful for your feedback and your 5-star rating too! 😊We’re delighted you had a pleasant experience with our plumber, it's also satisfying for us to hear this too.Thank you so much for sharing this with us, your feedback truly means a lot and we’re looking forward to helping you again soon.Customer Service Team
1/5
TrustpilotHad loads of issues with my property
Had loads of issues with my property, and have always found it takes ages for someone to come with a appointment everything done is lack lustre and doesn't leave any lasting impression
Hi James,We welcome your feedback and we thank you for sharing your feelings with us.We appreciate your honesty and we apologise profusely if you feel the issues inside your home could be dealt with more promptly and of a better standard. Your comments are certainly valuable to us James and we'll be sure to feed this information back, and hopefully it'll help us to implement changes to improve this service moving forward.In the meantime, if there's any specific issues you need further help with, please do let us know by contacting us through any channel of your choice or by emailing us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as the subject) and it'll be our pleasure to do our best for you.Many ThanksCustomer Service Team
4/5
TrustpilotToo long to wait for the repair but…
Too long to wait for the repair but it's done now.
Hi Lorraine,Thank you for your 4-star review and for letting us know how your repair went for you 🙂We sincerely apologise if the repair took longer to complete than you hoped for but we're also glad this has since been resolved for you.We'll be sure to log your feedback regarding the long wait as it helps our management team to understand where our residents would like to see an improvement to the service we deliver.In the meantime, we're here for you and feel free to let us know if there's anything else we're able to help you with.Many ThanksCustomer Service Team
2/5
TrustpilotUseless 99% of the time
I have been in a London and quadrant property for 7 years now... Was the only property available when I needed one. I have been trying to move for 6 years with no luck of a transfer. Very overcrowded.They never respond to my emails. Requests or complaints. Only way to get a response is via Facebook. Mice infestation in all blocks.Rubbish always overflowing bins outsideDumped vehicles in car park taking up spacesAntisocial behaviour from neighbours ignored.Mould. Drafty windows. Refuse to fix anything. Always down to the tenant !Incompetent office staff misplaced copies of birth certificates on several occasions.
5/5
TrustpilotGood support
Easy process to set up the account online
Hi Michael,Thank you very much for leaving us a review! 😊Your feedback means the world to us, and it makes us happy to know you've received good support. It’s lovely to see it was an easy process setting up your online account with us too.Many thanks for feedback, it certainly helps us to understand where we’re doing so well in and we’re very much looking forward to helping you again soon.Customer Service Team
4/5
TrustpilotCentral heating repair
Engineer's were prompt, polite & cleaned up any mess they made.No complaints
Hi Huffstead, Thank you so much for your 4 star review. We want to sincerely thank you for taking the time to leave such a warm and positive review about our engineer's work. It's extremely satisfying to hear that they were prompt and polite during their visit and, more importantly, showed respect for your space by tidying up any mess made. Many Thanks Customer Service Team
5/5
TrustpilotUpdate
I have happy with l&q the only problem is when they send contractors out they don't know what they are doing,and some times make the repair worse.
Hi June,Thank you very much for rating L&Q with 5-stars!Your review means so much to us and we're over the moon you're generally happy with the service you've received.We're sorry to learn there's some issues with contractors and we appreciate why this would be disappointing for you.Please let us know when things like this happen and we'll be more than happy to reach out to our contractors for you.Many ThanksCustomer Service Team
5/5
TrustpilotMaking a difference
L & Q person was nice
Hi Emanuel,Thank you very much for leaving us a positive review and rating your experience with the full 5-stars too.We're over the moon to learn you've had a positive experience; it means the world to us to hear this too and it's also reassuring to know our staff member is deliver a great service.Many thanks again Emanuel, we truly welcome your feedback and appreciate your kind words 😊Customer Service Team
1/5
TrustpilotDon’t Ask about repairs
As a tenant of over 18 years LQ look brilliant in their brochures and booklets but whenit comes to tenemants and repairs etc .... god help you.Just enduring a kitchen refurb and no wished I have never agreed to itMess etc is part and parcel of any upgrade and is accepted however workmen taking over your home until up to 9pm at night with the noise the dust is totally wrong The shoddy workmanship and lack of any communication and the fact you ( the tenant) don’t seem to count for anything .Think long and hard and be careful what you wish for .Have had live wires hanging down for 5Days no .Work just left unfinished , the worst paintjob I have ever seen and no respect for us at allWhat a waste of money all the new fittingsNow coatedWith paint .... sorry who’s money is it ?Being fair the guys all have just one day to get I and put , I suspect this adds to theOverall reason why it’s such bad work Remember you will have to live with it .If I could I wouldRate them nothing for repairs or the standard of work Good points They take their rent ontime
5/5
TrustpilotEasy reporting repair receptionist v…
Easy reporting repair receptionist v polite repair was done quickly and he was very pleasant
Hi Teresa,Thank you so much for your glowing review!We absolutely love your feedback and most importantly we're delighted you've had the best possible experience from reporting your repair to the works being completed.Your review means the world to us and we’re most grateful for your amazing review too🙂Many ThanksCustomer service Team
2/5
TrustpilotHalf the job done
Two jobs to complete only one job done.
Hi Audrey,Thank you so much for your review 🙂It's great to hear one of the jobs you reported to us has since been completed, and we hope you're pleased with the works that were carried out.We can see your other outstanding repair and we’re pleased to confirm an appointment has been arranged to be completed soon.We trust you've received a text confirmation with the appointment details, but if for any reason you need further assistance from us, please do let us know and it'll be our 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
5/5
TrustpilotEasy visit nice person quick and easy…
Easy visit nice person quick and easy to do with no problems
Hi Beverley,Thank you so much for rating your recent experience with 5-stars!It sounds like everything went perfectly for you and we're delighted you're happy with the service received too.Your feedback is valuable to us so many thanks for sharing your visit with us today. We hope we can help you again soon😊Many ThanksCustomer Service Team
5/5
TrustpilotEngineer friendly
Engineer friendly, left area clean and tidy.
Hi Dianne, Thank you for taking the time to leave a 5 star review!😊We are thrilled to hear that you've had a positive experience, and the engineer was friendly and left your home clean and tidy. It's very important for us to ensure we're meeting our customers expectations and going that extra mile for them. Many Thanks Customer Service Team
5/5
TrustpilotThe Swale engineer does L&Q justice
The Swale engineer does L&Q justice. Nice polite friendly man
Hi Teresa,Thank you so much for leaving us a review following your recent visit with Swale🙂We're delighted you had a positive experience, and the engineer was a pleasure to be with during his recent visit.Your feedback truly means a lot to us, and we thank you once again for taking the time to let us know how your appointment went for you.Customer Service Team
5/5
TrustpilotThe process was seamless with the help…
The process was seamless with the help of Azfarul who was super helpful.
Hi Nana,Thank you so much for taking time to leave us a review.We're chuffed to hear your journey with us was a seamless experience and Azfarul was there to help and support you.It's always with great pleasure to read such amazing feedback and we're sure Azfarul will be just as delighted with your kind words too.Many thanks once again for sharing this with us, and please reach out if there's anything you need our help with.Customer Service Team
5/5
TrustpilotHelpful
Helpful, get the jobs done in reasonable timing!
Hi Emily,Thank you so much for your fabulous 5-star review! 😊Your kind comments have certainly made us smile and we’re thrilled you’re loving the service from us.Many thanks again for sharing this with us, your feedback is greatly appreciated, and we hope we can be of assistance again soon.Customer Service Team
5/5
TrustpilotGas engineer was very polite and…
Gas engineer was very polite and efficient.
Hi Carol,Thanks for leaving us a 5 star review!It's great to know the gas engineer was able to provide you with a polite and professional service, as we really value that type of service. Many Thanks Customer Service Team
4/5
TrustpilotI was satisfied with the service…
I was satisfied with the service provided
Hi Anca, Thanks for leaving us a 4 star review.We're thrilled to hear that you were satisfied with our service! You satisfaction means so much to us and it's wonderful to know we achieved that. Many Thanks Customer Service Team
1/5
GoogleOmg I thought it was just me having a constant bad experience with east Thames but in a way I feel relieved its not just me!!, I've been a tenant for 19 years and to be honest I regret ever excepting a property from them and wish I held out for a council property, Their Repair's team are rubbish, missed appointments , nothing you report to repairs gets done even if you ring daily, I have so many unsettled repairs I would be here all day writing about it, in the end I have to complete them myself with my own money, I've fitted my own kitchen and bathroom, I'm now in dispute about my windows which are according to the survey they finally done in his own words "poorly fitted" windows and doors and another contractor saying "sub standard and security risk" fitted in 1990 I've been told they are not up for renewal until 2033 ,which will make them 43 years old, I'm not giving up !! Wish me luck with this one 😂😂
1/5
GoogleIf you live in a property run by these imbeciles - may god help you. The most pathetic contact center in the modern world. You call one day and speak to a team then the next day some other company in some other part of the country answers, with no connection to what you called about. You get passed between several teams, put on hold for ages, then get told there is no record of what you called about and they make you feel like you have done something wrong! The staff themselves are OK - what I refer to as IMBECILES are the ones who run the place. They all need to be sacked.
1/5
GoogleIf I could give a bit fat 0 then I would! Absolutely awful landlords! I have a list as long as my arm RE repairs that are still to be carried out, some which have been pending over a year, not to mention a neighbour upstairs that is running a drug house and causes constant disturbance, yet they are dragging their heels and doing the absolute least to improve the situation. I would never, ever recommend them to anyone wanting to rent a property, they are an absolute joke!
1/5
GoogleHorrid Company. Never turn up for appointments at times. Repairs staff are rude and despite getting names nothing is done. Have serious medical conditions and need help with neighbour issues and the housing officers never return emails or calls and ignore me so I'm trapped in a place and I'm very unsteady and sick and alone. My complaints go unanswered and I'm told I'm uncooperative which I'm not. Will keep enduring to be placed in a safe quiet place and be looked after correctly by them. Awful people. Make me more unwell.
1/5
Googleideally I would give a minus rating but it is not available. Despite being a leaseholder and despite making complaints about the communal gates/doors being broken for over a year I always get the same answer "the repair job is with contractors" hence just pass the buck and do not ever repair anything. Also their housing managers resign after 4 months as they cannot themselves stand East Thames because they are so bad. In the last 18 months I have seen 5 different Housing Managers resign!!! The council has informed me however East Thames are refusing to pay for the repairs because they do not want to spend any money - why am I paying service charges!!?? Worst Housing Association/Landlord ever! AVOID EAST THAMES AT ALL COSTS!!!
1/5
GoogleEast Thames Housing Association, violate the very principle of equality by giving greater weight to the interests of its own staff members. As a tenant for five years, my rights have been violated and I feel busticated. The house, that I have the misfortune of inhabiting. Is very old and is in need of major repairs. It smells because of the rising damp and my son and I get ill because of it. Moreover, there's not enough insulation in the loft area, the windows produce so much condensation, it makes the floors wet. And in the winter, the wooden doors expand due to the cold air. I have complained about this, but pompous pedantic East Thames seems to do what they do best; ignore and hope you go away, so that they can have their champagne lunches. As for the staff, I have met a few that are understanding. But the majority of the staff have this Sisyphean cruel streak, proving that morality counts for nothing when it clashes with self-interest.
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.
Tell us what you need and we'll put you in touch. LQ hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near London.
