2/5
GoogleI recently purchased my first home through L&Q, and while there have been some positive aspects to my experience, unfortunately the aftercare following completion has been disappointing. The initial purchase process itself was generally positive. I was excited to purchase my new home, and the sales team were helpful during the process. I was particularly pleased to finally complete and move into a property that I had been looking forward to making my home. However, since completion, I have experienced a number of issues relating to defects and the standard of finish within the property. Some of these concerns were raised during the viewing/handover period and again shortly after moving in. Contractors have attended, but unfortunately some of the issues remain unresolved despite several weeks of correspondence and visits. What has been particularly frustrating is the amount of time and effort I have personally had to spend chasing matters, providing photographs and previous correspondence, and repeatedly explaining concerns that I believe should have been dealt with more efficiently through the aftercare process. I have also made a formal complaint regarding a recent interaction with a member of the aftercare team. I found the manner in which the telephone conversation was handled disappointing and not reflective of the level of customer service I would expect after purchasing a new home. I have asked L&Q to review the call as part of the complaint. I want to be fair in this review because there were positive aspects to the purchasing experience, and I genuinely love my home. However, purchasing a new-build property is a significant financial commitment, and good aftercare is an important part of that experience. Customers should not feel that they have to continually push for defects to be properly investigated and resolved. Both of my complaints are currently at Stage One, so I hope L&Q will now take the opportunity to address the outstanding issues properly. I would be very happy to update this review if matters are resolved satisfactorily. At present, however, the aftercare experience has unfortunately taken away from what should have been a very positive experience of purchasing my first home.
