Every review we hold for the Newham office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotBad communication and slow responses on urgent matters
Moving experience was not smooth at all. We had very poor communication coming from the agency, they could not let us know which move in date we will have. First, the gas certificate was not ready after two weeks since we first started the process of renting. Safety certificates should be a standard matter done when a property is out on the market. We were told they could not get in touch with the property manager, reason being our contract couldn’t be send. On our move in date, during the morning the agent mentioned furniture may be delayed and move in date was not defined (on ‘MOVING’ day ). This was extremely concerning and not considerate, we had to move out our past accommodation that day, we have rented a van for the moving, booked a day-off work to do so too. We finally got the contract at midday after dealing with issues as well from IT, we got the keys that day at 5pm. The furniture was being delivered as we arrived. After the first few days we have encountered several and concerning issues in the flat. There’s a leak coming from the roof in one of the bedrooms, the washing machine does not work, the lock of the main door was not working, to mention some.It has been extremely frustrating, stressful, time-consuming and disappointing process from day one. We have been very patient and understanding but sadly this has not been reciprocated by the agency.
ICC · 25 September 2024
Agent replied · 22 October 2024
Hi ICC,Thank you for sharing your journey with us.We sincerely apologise for the difficulties you encountered during your move-in experience. We understand how frustrating and stressful it can be when things don't go as planned, especially during such a significant event. We're truly sorry that the communication from our agency fell short of your expectations and that you experienced delays and issues with the property.We value your feedback and will use it to improve our processes and ensure that future customers have a smoother and more positive experience. We strive to provide excellent service and are committed to addressing any concerns that arise. We appreciate your patience and understanding, and we're also committed to learning from this experience to better serve our customers.We trust the repair issues inside the property are being addressed and you've informed us of these. If, of course, you need further help and assistance with the repairs, please do let us know, and it'll be our pleasure to help you.Our dedicated team can be reached by email at lqdirect@lqgroup.org.uk, and we kindly request 'Trustpilot' is used as your email subject too.We're here to help, and you're more than welcome to reach out to us anytime 🙂Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotAbsoloute terrible company to deal…
Absoloute terrible company to deal with!! I have 2 outstanding complaints with them with one now going to the ombudsman and the other awaiting escalation to stage 2. L&Q are completely incompetent of doing things correctly. There communication is non existent and you have to keep chasing them. My first complaint and for any works to be carried out has been outstanding since 03/01/2024. The complaint handlers are absolutely useless all they do is say they will contact people and get back to you with an update but they never do. They avoid escalating complaints with excuses. They send people out for appointments only for them to say they can't do the work as it needs to be done by another company leaving you to wait considerably longer for the works to be done. I have roof leaks coming through my bathroom and bedroom which has still not been fully resolved and the person dealing with this is just not responding to any emails or call backs. I was left without a hot water tank for 3 weeks while waiting to have plastering work done which is already wet from the outstanding roof leaks which should have been completed first. During the period of no hot water tank I had a leak down into my kitchen and had to report an emergency plumber and electrician. Electrician came and was very good, however the plumber never attended and we as tenants are meant to have faith in 24 hour EMERGENCY call outs!! Disgrace of a company. Those who are considering buying or renting from L&Q should save their sanity more than anything as this company only adds to depression and anxiety.
Chris · 25 September 2024
Agent replied · 22 October 2024
Hi Chris,Thank you for taking the time to leave us a review and for sharing your thoughts and feelings with us. We understand your frustration and disappointment with your experiences, and we sincerely apologise that you've had such a difficult time with our services. We're deeply concerned about the issues you have raised, including the delays in resolving your complaints, the lack of communication, and the difficulties you have encountered with repairs. We want to assure you that we take all feedback seriously and are committed to improving our services. We would like to learn more about your specific concerns and understand the challenges you have faced. We therefore kindly invite you to email your details and concerns to us at lqdirect@lqgroup.org.uk. One of our helpful advisors will be happy to offer their support and guidance. When contacting us through this channel, please can you kindly use "Trustpilot" as your email subject.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotAVOID THE TRAP!!
Its that time of the year again. They SHAMELESSLY slam backdated service charges of 2,000 GBP claiming they "Underestimated" costs on homes/apartments they advertised as "affordable".Wonder how they run their affordability test when people spend more than half their wages on these falling in the trap.They claim to be a charitable organisation yet the salaries of the maangement board combines is 1 million GBP and they themselves live in fancy houses whereas Shared Owners trapped by their false sales cant even afford to staircase.And to top it all the services they charge you for are not provided at all and they keep blaming the managing agent and the agent blames them Its all a joke now.AVOID AT ALL COSTS
Customer · 24 September 2024
Agent replied · 22 October 2024
Hi Customer,Thank you for your feedback and for sharing your feelings of dissatisfaction with us.We're sorry to learn of your disappointment regarding the service charges. It certainly wasn't our intention to cause any upset, and we apologise if we've fallen short of meeting your expectations.We're here to help, and if you have any questions or concerns about the aforementioned charges, please do let us know by email where we'll arrange for our dedicated team to look into your enquiry for you.You can reach us at lqdirect@lqgroup.org.uk, and we recommend using 'Trustpilot' as your email header on this occasion.Feel free to reach out to us at any time, and we'll be more than happy to help 🙂Many Thanks,Customer Service Team
★★★★★ 5/5
TrustpilotOVERALL GOOD UNDER THE…
OVERALL VERY GOOD UNDER THE CIRCUMTANCES RE Governance. I live in a House that externally has not been re pointed or Front being painted or Guttering properly being replaced from front and back of house. Each time over these years We ARE told by LQ over 29 years your next oh your bext never comes and you have the Fundung etc. Every year told this isdue plus our door will be put back to its glory days Not happened to dare our Main Victorian door to date not done. And we have no proper intercome with intercom screen to date fir fat B above and flat A below Why all yiur other propertues have intercome. Plus I as a disabled person went through OT WITH MY HOUSING OFFICER STILL WAS NOT PUT ON TO DATE RE INTERCOM SCREEN......PLUS BEEN AUTHORISED WAS REFUSED TO DATE TO PUT A NEW INTERCOM ON DOOR/WALL TO DATE.
FROM · 24 September 2024
Agent replied · 22 October 2024
Hi Fatima,Thank you so much for your review! 😊We appreciate your feedback and are grateful that you took the time to share your concerns with us.We would like you to know we hear and understand your frustration with the ongoing maintenance issues at your home. It's disappointing to hear that repairs such as external redecorating, guttering replacement, and door restoration have not been addressed to your satisfaction despite your repeated requests. We also acknowledge the inconvenience of not having a proper intercom system installed in the property, and we sincerely apologise if our services haven't met your expectations.As you may already know, major works like the ones mentioned are typically carried out as part of our planned maintenance programs based on a survey conducted on your home. Unfortunately, these programs run annually, so we can only provide information on the current year's program and we're unable to advise on any future programs. Decisions for each program are made yearly and we look at prioritising properties most in need.In the meantime, we’re committed to continue in providing a repairs service as needed, and if there are any issues causing a problem, please don't hesitate to let us know and we’ll be sure to offer further assistance with these.We truly value your patience and persistence in bringing these matters to our attention, and we are here to assist with any questions or concerns you may have. Our dedicated team is available via email, and you can reach us at any time at lqdirect@lqgroup.org.uk. Please kindly mention 'Trustpilot' in the subject line of your email too.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotNo Service. Charge
To whom it may concern Since moving into our new home at ** ******** Road SE23 *** I have endeavoured to improve and maintain the property. 663 days ago.The rear French patio doors were not secure, so they had to be carefully taken out, treated, a new weatherboard and base frame replaced all before we left to visit ****** family overseas.The two landing windows were literally painted shut and locked by a screw and the bedroom windows in our children’s rooms were so rotten that I had to ‘make do’ before our departure. The front door jammed and a gale blew through the property due to so many gaps from shoddy workmanship combined with our front bedroom bay window being so rotten I could literally stick a finger through the brittle framework.***** visited on Monday 9th October 2023 to survey the aforementioned windows, I remember distinctly him commenting how friendly and polite I was as most L&Q tenants are abusive… This was 351 days ago.***** said after a thorough observation of the property that all the windows were not safe and all needed replacing, a colleague would be out the ‘measure up’ the frames and a 10 week production-fit turnaround would mean a January 2024 replacement.L&Q don’t fix security lights, mow lawns, cut hedges, fix fences, paint or maintain anything at all at ** ** ******* Road because I do it all, so what service for our monthly fees do L&Q actually provide us exactly?This latest email is to inform L&Q that not only is our ground floor bedroom window so rotten that the glazing does not have any timber holding the pane in place, so it’s a matter of time before the glass drops out all in good time for Winter. To add to this my eldest child who is studying for their GCSEs and being assessed for ADHD opened their broken sash window as they was simply too warm during the night and wanted some air, I had strictly said that as both theirs and their sibling’s windows are rotten suggested keeping them closed.I spent over an hour on Sunday fixing a jammed window that could quite easily dropped a storey below and shattered as the beading has not only broken off but the outer frame is like pastry.So we are now so desperate for these replacement timber sash double glazed windows looking to order the replacements because L&Q don’t seem to provide any productive service that we pay for each month. The fact an EVRI delivery person fractured their hip seems to be of no concern to any of the members of staff and the woman who is mother to 5 children aims to have EVRI’s legal team reach out to your ‘in house’ legal team, but again nobody cares.Our semi-detached home is not a new build, a block of flats, or apartments where trades people come and maintain the upkeep of the premises, we’re private and after nearly two years of nothing but false hopes, people passing the buck from department to department are informing you we are moving forward with this issue ourselves, which I am sure looking at how slap-dash the previous work done a bullet dodged.This is our family home, we have a near teenager with diagnosed Autism and another being assessed and studying for their finals, all the windows rattle, let out heat, let in noise and now I am writing yet another email which probably won’t get any response, or maybe the fact I am taken it upon myself to get this done could mean a reply and no progress.Please stop sending us letters saying we owe more service charge money, because we are yet to receive any kind of service from your company L&Q.I am getting quotes next week and will be proceeding with the replacement thereafter.
Brock · 24 September 2024
Agent replied · 22 October 2024
Hi Brock Elbank,Thank you for taking the time to leave us a review and for sharing your concerns with us.We certainly feel your frustration and dissatisfaction with the condition of the windows in your home and the lack of response you've received from us. It's clear that you've taken significant steps to maintain the property, and it's disappointing that your efforts haven't been met with the same level of responsiveness from our end. We sincerely apologise for the inconvenience, delays, and any upset this has caused you.Your feedback is important to us, and we'll use it to improve our communication and service delivery. We understand the importance of a safe and comfortable living environment for you and your family, and we'd very much love to have the opportunity to further investigate your concerns and to update you with the progress.To help us make it possible, we kindly invite you to email your details to us where our dedicated team will be able to help and assist you further. We're contactable at lqdirect@lqgroup.org.uk, and we kindly request 'Trustpilot' is used as your email subject.We can honestly understand why this is a worry for you, and we hope to hear from you soon.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotUseless thieves
Had a phone call last week from L&Q asking if I would be in to give the contractor access to the garden wall.I received a text message 'an operative was on his way' to me an hour ago. After 30 mins I called them because nobody had shown up. I was told someone had attended and taken photos of the wall to send to the surveyors. He could have let me know. I was expecting them to start repairing the wall.So now I am waiting again. Let's hope it doesn't take them another 3 years!!!No doubt I shall get a message from L&Q to contact them and get no reply when I do. I am still waiting for complaints to be dealt with by these people. Totally useless thieves, (service charge).
Christ · 24 September 2024
Agent replied · 22 October 2024
Hi Christ,Thank you for taking the time to leave us another review and for sharing your recent experience with us.We understand your frustration with the recent communication regarding the garden wall repair, and it's disappointing to hear that the process hasn't been as smooth as expected. We apologise profusely for the disappointment and inconvenience this has caused you.We truly appreciate you bringing this to our attention, and rest assured we've taken on board your feedback. Whilst we understand the visit could be completed without disturbing you, we encourage our operatives and/or contractors to let you know of their arrival out of courtesy, so we're saddened to learn this wasn't the experience you had on this occasion.It's also important to know that all repairs are assessed in the first instance before any works commence. This allows our maintenance team to understand what needs to be done, any materials that are needed, and also the time needed to complete the works. If repairs are minor, at times our operatives are able to complete the repair on their first visit.We hope you find this information helpful, but please let us know if there's anything further we can do for you. We can be reached by email at lqdirect@lqgroup.org.uk, and we kindly request 'Trustpilot' is used as your email header.Feel free to contact us at any time, and it'll be our pleasure to help 🙂Many Thanks,Customer Service Team
★★★★★ 5/5
TrustpilotWayne, the Swale engineer, was a superstar.
Reported central heating failure to L&Q on 11th Sept who booked the repair for 12th Sept then cancelled it on the 12th and rebooked it for 13th Sept. superb. So much for being on their priority list. The Swale engineer was really professional. The boiler required a part which he did not have but after a couple of phone calls located one, then went and collected it.The repair was completed with no fuss or stress on his part, and with total empathy.A true example of total customer satisfaction.
Harford · 23 September 2024
Agent replied · 22 October 2024
Hi Halford J,We welcome your review, and we thank you for sharing your experience with us.We appreciate your feedback and we're glad to hear that the engineer was able to resolve the issue with your central heating. We understand that the initial scheduling changes may have been frustrating, and we sincerely apologise for the inconvenience this may have caused. We love that the engineer's professionalism and dedication to finding a solution made the experience positive for you.Thank you once again for sharing this with us; it's greatly appreciated, and we look forward to assisting you again soon 😊Customer Service Team
★★★★★ 1/5
Trustpilot9 months with no hot water
9 months with no hot water, no decent heating. Vital Energy are cowboys & L&Q is the worst housing associations. L&Q doesn't want to spend money to fix anything and we tents are being lied to told different stories every week. Now it's been 9 months, I have kids who are constantly sick because L&Q keeping us with no hot water and no heating that actually works all the time. SHAME ON L&Q & VITAL ENERGY!!!!
Ariana · 21 November 2024
Agent replied · 24 December 2024
Hi Ariana,Thank you for your review and for bringing this matter to our attention.We're deeply sorry to learn of the recurring issue with your heating and hot water supply, especially with children in the household and at this time of year when we rely on our heating the most.We sincerely apologise for the inconvenience and distress this has caused. We're committed to working with our contractors to ensure an effective resolution to these issues is addressed and your supplies are restored as quickly as possible.We would like to reassure you that an emergency callout was recently arranged with our contractor, and we are currently awaiting a further update following their engineer's visit. We sincerely hope this helps to provide some reassurance. In the meantime, we're more than happy to help with any further questions or concerns you may have, and we kindly invite you to email our dedicated team here at contact@lqgroup.org.uk, ensuring 'Trustpilot' is mentioned in the subject line of your email too.Many Thanks,Customer Service Team
★★★★★ 3/5
TrustpilotL&Q problems
You get some receptionist that are good and have great customer service, some are very rude, inexperienced and talk over you. They booked appointments for 5/6 months, abd the job is not properly done. Most of the workers they sent categorically told us that is not their field or an assessment need to be don by someone else, or different parts needs to be ordered. When you chase L&Q fir the job to be completed, then they will lied in your face that the job was reported as completed 🤔. They've gone downhill.
Antonio · 18 September 2024
Agent replied · 22 October 2024
Hi Antonio,Thank you so much for sharing this with us.We understand your frustration with the inconsistent service you've experienced, and we apologise for any dissatisfaction this has caused you. It's important for us to get it right so we really do value your feedback.We do our utmost to provide a positive experience for all our customers and residents, so it's disheartening to hear that your interactions with our team fell short of your expectations. Rude behaviour isn't what we expect to hear and will not be tolerated. We're always willing to further investigate when this happens, so please do let us know.We're also sorry to hear about your long outstanding repair and the inconvenience this has caused with the several visits to your home. Whilst we appreciate this can sometimes happen, especially with more complex repairs, we'd love to further assist and work with you in finding a resolution.To help us make it possible, we kindly invite you to email us at lqdirect@lqgroup.org.uk (with 'Trustpilot' in the subject line of your email) where it'll be our pleasure to help with your enquires and concerns.Many Thanks,Customer Service Team
★★★★★ 4/5
TrustpilotRenewal of the worktops in our kitchen
The maintenance men from L & Q did a very good job in replacing the worktops in the kitchen which looks very nice now. However, they left the remains of the old worktops in the walkway of our property and they haven't been removed as yet.I've made two calls to L & Q about them and even completed an online complaint but nothing has been done. I'm not happy about this at all because the entrance to the house looks unsightly.
Barbara · 17 September 2024
Agent replied · 22 October 2024
Hi Barbara,Thank you so much for taking the time to leave us a review 😊We truly appreciate your feedback and kind words about our maintenance operatives, and it makes us happy to know you're delighted with the outcome.We understand your frustration with the remaining debris from the old worktops, and we strive to provide a seamless experience for our residents. We sincerely apologise that this has not been the case for you, but we're grateful to you for bringing this matter to our attention.We've investigated this matter further and are pleased to confirm that arrangements are in place to remove all items of rubbish from your home.We hope you find this information helpful, but feel free to let us know if there's anything further we can do for you. We have an amazing team here, and we're reachable by email at lqdirect@lqgroup.org.uk. Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotL&Q please don’t patronise me with your…
L&Q please don’t patronise me with your fake concerned response to my last post!!!I continued to urge everyone to post on Trustpilot take your complaints about L&Q to The Ombudsman and go to Social Media, contact your local MP, our voices must be heard!!!!!! L&Q are NOT saddened to hear of the noise nuisance and ASB we are suffering from our neighbours because L&Q have known about this for the past decade and you have done absolutely nothing and L&Q absolutely does NOT sympathise with us at all. The CEO of L&Q Fiona didn’t care, neither did The Area Manager Paul or The Head Of Housing Angela and The Director Kristian, Neighbourhood Leads do absolutely nothing, nobody at L&Q cares and we are deliberately ignored all the time. L&Q this is more than just upsetting for us to pay rent to live underneath L&Q’s disgusting out of control ASB tenants who make our lives a living hell. Oh please, it is not worrying for you to hear that my neighbours physically fight each other because I have been reporting this to L&Q and you do and say nothing about it, so please stop pretending your concerned for Trustpilot. Stop shirking your responsibility as Landlords by trying to pass this problem on to other bodies. L&Q are meant make sure their tenants live in peace in their own home and you are meant to enforce the tenancy agreement against tenants that are causing others misery and yet L&Q refuses to do this every single time, L&Q won’t even contact the perpetrators, absolutely disgusting Landlords. L&Q advise their decent tenants to go and approach their volatile ASB problem tenants themselves, putting themselves at risk by doing L&Q’s job for them, while L&Q do nothing. L&Q have not provided any help and support and you are more than happy to let us continue to suffer and for our health to deteriorate. Anyone wanting to purchase or become a L&Q tenant will regret it, do yourself a favour and RUN!!!!!I continued to urge everyone to post reviews on Trustpilot take your complaints about L&Q to The Ombudsman, go to Social Media and contact your local MP, our voices must be heard!!!!!!
Mrs · 17 September 2024
Agent replied · 22 October 2024
Hi Mrs. Bancroft,Thank you for taking the time to leave us another review.Our sincerest apologies to you for any upset caused; it certainly wasn't our intention to make you feel this way.We would like you to know that we're always open and willing to discuss your concerns in more detail with you and look at ways we can further assist. We truly care about the well-being of our residents, and we're deeply sorry if this isn't the kind of service you've previously experienced with us.Unfortunately, as we're unable to contact you through this channel or obtain the full history of your concerns, it's important that we kindly invite you to email us via the contact details given in our last response. This will allow us to gain a better understanding of your concerns and, of course, arrange contact with you.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotPoor service
Poor service, do not care for health and safety failures to vulnerable adults and children. Do not care for disabled adults. Always like to close cases or issues quickly without been properly heard. They make it clear they do not care and the service overall is failing service and poor.I am not suprised they are always been taken to house ombudsman. In newspapers with failings and poor service. Over 24hours to sort an emergency repair for a disabled and vulnerable adult prone to slips and falls. They believe is ok. If I could give 0 stars I would.
LEELE · 17 September 2024
Agent replied · 22 October 2024
Hi Leele,Thank you for your review and for sharing your thoughts with us.We're truly sorry to hear about your frustration and apologise for the experience you described.We take all concerns seriously, especially those related to the health and safety of vulnerable individuals, and we strive to provide the best service to everyone. It's disappointing to hear that we did not meet your expectations on this occasion.We would very much love the opportunity to better understand the issue and see how we can further help. To help us address this, we kindly invite you to email your details to us at lqdirect@lqgroup.org.uk with 'Trustpilot' in the subject line. Our dedicated team is ready to do their best to provide help and assistance.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotWaited in all day for what was supposed…
Waited in all day for what was supposed to be an AM appointment…..Engineer was rude and not listening or understanding the issue with boiler.However I was not surprised at experience received.
Shirley · 2 October 2024
Agent replied · 22 October 2024
Hi Shirley,Thank you so much for sharing your concerns with us.We apologise profusely for the upsetting experience you had, and we certainly feel your disappointment with the delay and the engineer's behaviour. This isn't the kind of service we expect from our contractors, so it's naturally concerning for us to hear this too.If you haven't already reported this to us, we'd love to gather further details and assist you further with this matter. To help us make it possible, we kindly invite you to email the details to our dedicated team here at lqdirect@lqgroup.org.uk. It would be most helpful to us if 'Trustpilot' is used as your email subject on this occasion too.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotWorst and rude service
Sai · 23 September 2026
Agent replied · 24 September 2026
Hi Sai,
Thank you so much for leaving us a review and for sharing your feelings with us.
We always strive to provide great service, so it’s naturally concerning for us that we fell short of your expectations on this occasion.
Please know that our team is here to help you in any way we can, and we encourage you to reach out so we can better understand your concerns and offer further support. You can reach us by email at contact@lqgroup.org.uk, and we kindly ask that you use 'Trustpilot' in the subject line of your email. Feel free to contact us at any time - it will be our pleasure to help you.
Many thanks!
Customer Service Team
★★★★★ 4/5
TrustpilotL & Q took their time with the…
L & Q took their time with the appointment as the surveyor said needs to be done ASAP.
Customkarener · 21 June 2026
Agent replied · 24 June 2026
Hi Customkarener,
Thank you so much for taking the time to leave us a 4-star review!
We truly appreciate your feedback and are delighted to hear that our maintenance team was able to deliver outstanding work, especially given the challenging weather conditions they faced. It’s always our goal to ensure every job is completed to the highest standard, and we’re glad to know you were satisfied with the results.
Your positive experience means a lot to us, and your comments motivate our team to continue providing excellent service.
Thank you again for sharing your amazing feedback with us! 😊
Customer Service Team
★★★★★ 4/5
TrustpilotIncome and Repairs CS Good, the Rest Bad.
The income team, as a whole, seem professional, empathetic and helpful, much like the customer service team in the housing repairs department.
Daniel · 23 May 2026
Agent replied · 27 May 2026
Hi Daniel,
Thank you so much for taking the time to share your feedback with us and for leaving a 4-star review.
We truly appreciate you highlighting the positive experiences you’ve had with our income and housing repairs teams, as it’s always encouraging for us to know when our efforts are making a difference for our residents.
We’re genuinely sorry to hear that your interactions with our complaints team and the quality of contractor work haven’t met your expectations. and we want you to know that your comments are still very important to us. Feedback like yours is invaluable in helping our management team identify areas where we can improve and provide a better service for everyone in our community, so thank you for sharing your thoughts with us.
If there are any specific concerns or issues you would like us to address further, please don’t hesitate to reach out. You can email us at contact@lqgroup.org.uk and we kindly ask that you use 'Trustpilot' as your email subject so we can prioritise your query. Our team is here and more than happy to assist you with any questions or support you may need.
Many thanks,
Customer Service Team
★★★★★ 1/5
TrustpilotL&Q are disgusting and corrupt liars!!!
L&Q are disgusting and corrupt liars!!!We have been living underneath disgusting ASB tenants for over 10 years, they are completely dysfunctional adults who physically fight each other all day and night (you can imaging the amount of noise we have to endure), running and stomping around, screaming and shouting, slamming doors and windows they cause us to live in absolute daily misery, they do not care one bit that they live above other tenants. L&Q are fully aware of what we are suffering and the negative affect this is having on our health yet they do absolutely NOTHING!!! They ignore all complaints and reports. I have contacted everyone directly within L&Q including The CEO Fiona and The Director Kristian, they have all refused to help and they are all complicit in our prolonged ongoing suffering and distress. All they do is lie, lie and lie so that they can continue to get away with doing nothing to help their decent tenants in desperate need. L&Q you know we should be moved away from this property as a matter of urgency but you refuse to do the right thing. We HATE being tenants of L&Q!!!!!L&Q will literally ruin your life they are sadistic and they enjoy their decent tenants suffering and living in misery as long as they are taking rent money they don’t care what you are going through. L&Q do not care one bit about their tenants, this housing organisation needs to be investigated and shut down I can only imagine the amount of tenants that are suffering with this same issue. Keep on posting your reviews to bring awareness to what L&Q are doing!!!! Keep bringing your complaints to The Ombudsman and Social Media our voices need to be heard!!!!!!!Do your self a favour don’t live with L&Q as your Landlord you will regret it!!!!
Mrs · 14 September 2024
Agent replied · 22 October 2024
Hi Mrs. Bancroft,Thank you so much for your review and for bringing your concerns to our attention.We’re saddened to learn you’re experiencing noise nuisance from your neighbour and furthermore for the impact it’s having on you. We truly sympathise with you, and we understand why your neighbour’s behaviour is upsetting for you too.From the information provided within your review, it’s quite worrying to hear your neighbours are physically fighting, and if ever you feel the welfare of your neighbour is at risk, we would strongly advise you to report the incidents as and when they happen to the police. It’s important this process is followed so the police can attend straight away, and if the police have any concerns, they’ll be sure to liaise with our neighbourhood team.More importantly, we sincerely apologise if we haven’t previously provided you with the help and support regarding this matter. We’d love to delve into this further to gain a full understanding of the problem so we can see what else we can do to offer further advice and guidance.With this in mind, we kindly invite you to email your details to us at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) where it’ll be our pleasure to arrange for a dedicated staff member to contact you.In the meantime, we’ve included some links for you below from our website which may also be helpful in the problems you’re experiencing.https://help.lqgroup.org.uk/help/tenant/antisocialbehaviour/asb-noise-nuisancehttps://help.lqgroup.org.uk/help/tenant/antisocialbehaviour/asb-the-noise-appMany ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotDangerous roof and ignored safety hazard
I strongly advise against dealing with L&Q as a freeholder. My leasehold flat has had a persistent roof leak for over 9 months, and their failure to address it has been nothing short of a nightmare.The leak has created a serious safety hazard, with my ceiling on the verge of collapse due to structural damage. Worse still, large, heavy concrete roof tiles fall during strong winds, endangering residents, especially children who play in the communal garden below.Despite reporting this issue since January 2024, L&Q has shown no urgency in resolving it. Their complete lack of care for the safety and well-being of their residents is shocking. I would strongly recommend avoiding this freeholder if you value responsiveness and proper property management.
Antonio · 12 September 2024
Agent replied · 22 October 2024
Hi Antonio,We welcome your review and are thankful for you raising your concerns with us here.We understand and share your frustration and we're truly sorry to hear about the persistent roof leak and the impact it's having on your home. We take all resident concerns seriously and are committed to providing a safe and comfortable living environment for all.We appreciate you bringing this matter to our attention and will continue to work with you to find a resolution. To assist us in this process, we kindly invite you to email your details to us so we can further investigate this matter for you.Our fabulous team is here to help, and you can reach us at lqdirect@lqgroup.org.uk. It would also be helpful if you could use 'Trustpilot' as your email subject on this occasion.Many Thanks,Customer Service Team
★★★★★ 4/5
TrustpilotOverall a good experience
We had a good experience with the sales representative at L&Q beam park who gave us an indepth tour of the property before we planned to buy it. We were given all the necessary information to aid with the purchase of the property. One downside is the lack of options of mortgage advisers in regard to financial assessment. Clark marshals and Tor24 were initially in charge of assessing us and were informed that we would not be eligible to pass the financial assessments. We had to alternate and use an external mortgage adviser who passed our financial checks. With regard to the solicitors, PLS the in -house solicitors provided were very professional and excellent throughout the process. We were kept in the loop and advice about the different stages in the purchase process.
Innocent · 11 September 2024
Agent replied · 22 October 2024
Hi Innocent L,Thank you for taking the time to leave us a review and for sharing your journey with us 😊We value your feedback and we're glad to hear that you had a positive experience with our sales representative and the in-house solicitors.We understand your concern regarding the limited options for mortgage advisors, and we'll be sure to use your feedback. We work hard to provide our customers with a comprehensive experience, and we'll continue to explore ways to enhance our offerings.Most importantly, it makes us super happy to learn of your positive outcome, and we're delighted your overall experience was a good one for you.Many Thanks,Customer Service Team
★★★★★ 5/5
TrustpilotGas safety check was scheduled to fit a…
Gas safety check was scheduled to fit a date and time I could be home. The engineer was professional, polite and informative.
Colette · 21 May 2026
Agent replied · 27 May 2026
Hi Colette,
Thank you so much for taking the time to leave us this wonderful 5-star review! 🙂
We're absolutely delighted to hear that your gas safety check went smoothly and that our engineer provided a professional and informative service. It's incredibly important to us that our residents feel confident and well taken care of, so knowing that you had such a positive experience truly means a lot. Your feedback also reassures us that our contractors are meeting our high standards and delivering the quality of service we strive for every day.
We really appreciate your kind words and support, and we're always here if you need anything in the future. Thank you once again from the entire team!
Customer Service Team
★★★★★ 1/5
TrustpilotI am writing to express my deep…
I am writing to express my deep frustration and disappointment regarding the ongoing maintenance failures in our communal areas managed by L&Q Housing Association. The living conditions in our block have deteriorated significantly, and despite numerous complaints and efforts to address the situation, we continue to face serious health and hygiene issues.Firstly, the pervasive smell of urine throughout the entire block is unbearable. The entrance carpet is not only unpleasant but also poses a serious hygiene risk, as it emanates strong odors of urine and rubbish. This has created an unwelcoming and distressing environment for residents and visitors alike.Furthermore, the situation worsens during warmer weather, as we are plagued by maggots appearing in the communal areas. This is not only unacceptable but also indicative of a severe lack of cleanliness and attention to maintenance.One of the most alarming issues is the persistent presence of rats. Many residents, including myself, have reported hearing them digging through the walls, which is both frightening and unacceptable. Despite multiple complaints, there has been no effective response from L&Q Housing Association to address this serious pest problem.We have taken our concerns to various avenues, including contacting our local MP, filing complaints with the housing ombudsman, and even starting a petition. Unfortunately, these efforts seem to have had no real impact, leaving us feeling unheard and neglected.As residents, we are at our wit's end trying to find a resolution to these issues. We would like to know what further actions we can take to compel L&Q Housing Association to fulfill their responsibilities and ensure a safe and clean living environment for all residents.
Fatima · 10 September 2024
Agent replied · 22 October 2024
Hi Fatima,Thank you for sharing your review with us. We appreciate you highlighting your concerns.We completely understand your frustration regarding the maintenance issues within the communal areas and we certainly feel your dissatisfaction too. We’re truly sorry for the living conditions yourself and other residents are experiencing, including the unpleasant odours, presence of pests, and lack of response to your concerns. Ensuring a safe and a clean living environment for all our residents is important to us, and we deeply regret that we have fallen short of your expectations in this situation. Your feedback is invaluable to us, and we’re eager to address each of the issues you’ve raised.To facilitate this process, we kindly ask you to reach out to our dedicated team at lqdirect@lqgroup.org.uk. Please make sure to mention 'Trustpilot' in the subject line of your email and include any complaint references applicable to your concerns for further help and assistance.We hope to hear from you soon so we can look more deeply into this matter and address each of these issues accordingly.Many Thanks,Customer Service Team
★★★★★ 5/5
TrustpilotAppointment was raised very quick
Appointment was raised very quick. Just a shame the in house team came without a ladder but hopefully they will return tomorrow to fix the issue.
Marietta · 9 December 2024
Agent replied · 24 December 2024
Hi Marietta, We're really grateful for your lovely 5 star review and we're glad to hear the appointment was raised quickly. However, we're really sorry for the oversight regarding the ladder. Rest assured, we have taken note of this situation to prevent it from happening again in the future. Thanks again for sharing you review and for your patience throughout this process, it truly means a lot to us. We hope you have a great day!Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotAppalling.
Appalling.Have contacted them many times about a subsiding rubbish cupboard that will take the whole porch down. As not communal will not fix so attempted to claim through buildings insurance and have been given 3 different companies to contact. Paying for Ground Maintenance for nothing done, pavements dangerous as cover in moss. Claiming money for lighting, block maintenance and tree works. I do not live in a block, lighting is owned by the council and no trees apart from people's gardens.
Emma · 5 September 2024
Agent replied · 22 October 2024
Hi Emma,We welcome your review, and we thank you for taking time to express your feelings with us too. We’re so saddened to learn of your disappointment, but we can understand why this has caused you to feel this way. We have a fantastic team here willing to do their best to help and advise with all enquiries and they can be reached by email at lqdirect@lqgroup.org.uk. It’ll be most helpful to us as well if ‘Trustpilot’ is used as your email subject when contacting us in this way. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotLack of communication with customers takes more than 1 email for a response
Staff are thick as theivs L&Q rebranded from Trafford housing most likely due to the bad reputation of trafford housing, I myself have worked in housing associations for many years which included complaints and maintenance queries/issues the housing sector throughout is on its backside because like most places like this you have half bothered people who cause and affect other staff members who actually care about their customers/residentsRecently I have raised an issue that we as residents pay service charges and noticed we haven't received 1 of our services prior to receiving letters at Princess court cornbrook for window cleaning.I queried this and stated if this hasn't been done as residents paying a service we should then be entitled to a partial refund which I haven't received no response its been over the 2 working days I contacted them and had no response I emailed again no response then raised a complaint again no response I then get a call from a completely different department about something else irrelevant to me so I called this afternoon to be informed its escalated to a stage 1 complaint and will get a response within 10 working days they clearly don't give a poo and I guarantee I won't be contacted in them 10 days as its taken me over 10 days to decide I need to call them and also now reported to the local MP of poor services from our housing association.If you are wanting to live local I get private renting isn't cheap but it's worth more your money than trying to rent a property through L&Q you won't get anywhere with them! Half the staff seem brain dead when talking to them
Customer · 5 September 2024
Agent replied · 22 October 2024
Hi,Thank you for your review.We value your feedback, and we thank you for taking the time to share your thoughts with us too. We're saddened to hear you feel this way, but at the same time we appreciate why this would be disappointing for you. We have an amazing team that will do their best to help you and are reachable at lqdirect@lqgroup.org.uk and we kindly request 'Trustpilot' is used as your email subject when contacting us on this occasion. Many Thanks Customer Service Team
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