Trusted Agent profile · Newham
★★★★★
1,628 reviews across 2 platforms
29-35 West Ham Lane, London, E15 4PH, Newham, E15 4PH
L&Q's office in Newham, at 29-35 West Ham Lane, is rated 3.0 out of 5 across 1,628 reviews on two platforms, including 367 Google reviews rated 1.8.
Every review we hold for the Newham office, from every platform, shown as written. First names only.
1/5
GoogleThe worst part about L and Q is their lack of communication if there's any issues that need dealing with. It's impossible to get through on the phone to the person you want to speak to and it takes days to get replies from emails. So be warned.
5/5
TrustpilotVery good they had cancellation and…
Very good they had cancellation and phoned me to say they were on way excellent
Hi Carol, Thank you so much for your amazing review! 😊 We're so glad to hear you experienced excellent service from us, and we really appreciate your flexibility in accommodating an earlier appointment. It certainly seems like everything went amazingly, and we'll be sure to keep working towards delivering high-quality service. We're looking forward to helping you again, hopefully sometime soon! Many thanks, Customer Service Team
4/5
TrustpilotWas given advice on a recent…
Was given advice on a recent call.called back today and was able to complete transaction without any further complications.
Hi Maria, Thank you so much for sharing your recent experience with us. We're delighted to hear that your transaction was completed smoothly after our initial advice. It’s wonderful to know that you’re happy with our service, and we’re glad there were no complications for you. It’s always a pleasure to help, and we hope we can assist you again soon 🙂 Many thanks! Customer Service Team
5/5
TrustpilotAbdullah and Sat Doughan really are…
Abdullah and Sat Doughan really are stars ⭐⭐⭐⭐⭐ amazing human beings and helped me through this AWFUL TIME AMEN
Hi Tashaun, Thank you so much for your wonderful 5-star review! 😊 We’re super proud to know that Abdullah and Sat have been so supportive during a difficult time for you. We’re glad to hear you had such a positive experience, and we truly appreciate you taking the time to share your kind words with us. If we can be of further help or assistance to you, please feel free to reach out at any time. Many thanks again - your feedback truly means a lot to us! Customer Service Team
1/5
TrustpilotAbused
I am a transgender, disabled tenant. I have been attacked by a neighbour at the property where I live. First she has verbally abused me, later she and her family tried to force entry into my flat, assaulted me and threatened they would be doing that daily. The tenant harrasses me daily wether that is by playing loud bass on short intervals, banging fists on the floor or walls, slamming, throwing objects, shouting. I went to the l&q with an nhs support worker. We were told by the manager 'specialist team' is dealing with this, we were told by a receptionist that they have people who were attacked and noone is doing anything with this. From the moment I moved into the property I had been harrassed by the neigbours because of who I am, l&q did nothing to help. They tell me to take recordings. But I have ptsd I struggle tp even stay st the property plus I cant always record this woman since noise she causing is intentional rather than constant. The l&q is completely missing the point and not listening. They only preffer for the tenant to go to court. The woman above me is not even on full tenancy. What about behavioural contracts, there are things before court that l&q should be able to implement. The disrespect I had experienced from.the l&q who failed to even call her. They only gave me a letter to the council tp make myself homeless. The MP was involved in this last year, they promissed that things will be better. The disrespect of them towards me is enourmous. The fact not being listened to and believed.
Hi Agata, Thank you for taking the time to share your thoughts and feelings with us about the distressing situation you're facing. We're genuinely saddened to hear about the traumatic experiences you've had with your neighbours, and it's deeply concerning to us that this has impacted your well-being. When we receive reports as serious as these, we aim to undertake comprehensive investigations. That said, due to the severity of the harassment and threats you've described, we strongly urge you to also involve the authorities and file a report with the Police. They are equipped to handle such situations, and it could aid in our own investigations. It's disheartening for us to know you feel disrespected, as our organisation is built on principles of understanding, diversity and inclusivity, and it's never our intention to make anyone feel unheard. Please accept our apologies if you've felt otherwise. As a resident, your safety and peace of mind are paramount to us, and we understand how vital it is to feel secure within your own home. We hope by working together with you, the Police, and your support worker, we can find a resolution to these issues and restore your sense of safety and well-being.We will continue to work diligently on your case and will be in direct contact with you. Should you need us we want you to know we are here for you. We can be reached by emailing lqdirect@lqgroup.org.uk and please use 'Trustpilot' as your subject header, as this would be really helpful to us. We understand the enormity of this situation for you and assure you that we're listening and want to help you through this distressing time. Many Thanks Customer Service Team
1/5
TrustpilotNot happy having to sign a document…
Not happy having to sign a document which is badly written, not specific enough. I am not happy with the statement that I am to be held legally responsible for the actions of my tenant. These could include murder, theft, fraud, rape etc etc. I cannot see why I can, or should, be legally responsible for all actions of my tenant. This statement needs to be rewritten detailing which actions ot is referring to.
Hi Satisfied customer,Thank you so much for your review; we truly value your feedback.We're saddened to learn of your dissatisfaction with a document you were recently asked to sign, and we appreciate why this has raised some concerns.To help us understand this matter fully and for us to be able to share your feedback and concerns, could you kindly email your details and concerns to us where we'll be happy to make sure this is done for you.You can reach us by email at lqdirect@lqgroup.org.uk. It would be most helpful too if you could use "Trustpilot" as your email subject when contacting us on this occasion.Many Thanks,Customer Service Team
5/5
TrustpilotMo & Jess fantastic helps
I had a fantastic experience with Mo and Jess from the L&Q Prime Point. From the very first viewing to signing the contract, their service was absolutely wonderful. They were incredibly patient, helpful, and supportive every step of the way. I truly appreciate their dedication and professionalism, and I would highly recommend them to anyone, starting from booking a viewing. Thank you both for making this process so smooth and enjoyable!
Hi William,Thank you so much for your fabulous review! 😊We've absolutely enjoyed reading your review and hearing about your journey with us. We're thrilled to hear about your positive experience with Mo and Jess, and it's wonderful to know that they provided such exceptional service throughout your journey. Their dedication to providing a smooth and enjoyable experience is truly commendable, and we very much appreciate you taking the time to share your feedback with us.We just know Mo & Jess will be over the moon with your personal thanks and praises too.Many thanks again William! We would like to take this opportunity to wish you every happiness in your new home.Customer Service Team
1/5
TrustpilotL&Q Are A Disgrace In Getting Repairs…
L&Q Are A Disgrace In Getting Repairs Done Professionally. I reported blown plaster in my kitchen . Plaster came and stated it all as to be hack of to do a correct job but inspector put it to be plastered over. Then when he rang his supervisor he was told that as my kitchen old I'm down for new one and at same time they will hack and replaster wall . Today I get a telephone call to book plaster her words were to plaster over plaster that already blown that does not fix the problem that cutting corners. There a lady who move from one flat to upstairs flat had all new door right though new kitchen etc I'm not happy how they treat me to others living here in flats . I'm going to look into this matter with the people who cover unhappy with disrepair as I feel totally let down was told once when I ask for something to be replaced they do it but send you a bill. So what the he'll do I pay rent for and some chargers I totally disagree with
Hi Freedom Spirit, We're really sorry to hear about your experience. It seems like there's been some confusion around the scope of the work needed and the timing of repairs. Our policy has always been to only recharge for works that are considered your own responsibility to complete, and we communicate this clearly at the time of contact, prior to any works being carried out. We can see how frustrating this must be for you, if you feel you are being treated differently from others in the building and would like to reassure you this would not be the case. We take these matters very seriously and would love the opportunity to dig deeper in order to address your concerns property. Unfortunately, We don't have your specific information, so we can recommend getting in touch with us directly. Please email us at lqdirect@lqgroup.org.uk with the subject title 'Trustpilot' we'll then be able to look into your specific case and work with you to find a solution. Many Thanks Customer Service Team
5/5
TrustpilotI am very grateful for the way you…
I am very grateful for the way you respond to issues so thank you
Hi Rita Thank you so much for your wonderful review! 😊 Your heartfelt comments have made our day, and we’re so glad you find us responsive. It’s always our pleasure to help and provide great service, and we look forward to assisting you again. Thank you once again for your amazing feedback! Customer Service Team
5/5
TrustpilotThe Home Ownership Resales Team are…
The Home Ownership Resales Team are great. They try their hardest to get questions and queries relating to a property sale transaction dealt with in a timely manner, but, unfortunately, due to circumstances / other internal L&Q departments / external Vendors / Solicitors etc. that are out of their control they have a hard time delivering sometimes - but this is NOT the fault of the Home Ownership Resales Team
Hi Rubberboyyxxx, Thank you so much for your lovely review! It's wonderful to hear that you think our Home Ownership Resales Team is great, we think so too. Their main aim is to ensure your questions and queries are addressed as quickly as possible and it's nice to hear that you've experienced this first hand. We acknowledge that there can be complexities when dealing with internal departments, external vendors and solicitors that could affect timeliness, but be assured, our team does their best in these challenging circumstances. We're grateful you took the time to share your feedback with us. Many Thanks Customer Service Team
5/5
TrustpilotGas man come
The man come on time, he was very friendly and polite and took he time do what he got to do and tiered up after him.
Hi M Nunn, Thank you so much for taking the time to share your positive experience with us! It truly means a lot to know that our contractor met your expectations and provided such excellent service. We're delighted to hear that the engineer was not only punctual and courteous, but also thorough in his work. It's also wonderful to know that he respected your home too, and ensured everything was cleaned up after the job was completed. Your feedback motivates our contractor to continue delivering high-quality service, and we truly appreciate you sharing this with us. Thank you again for your kind words and support! 😊 Customer Service Team
4/5
TrustpilotL&Q enabled me to get on the housing ladder!
L&Q enabled me to get on the housing ladder much faster than I would have thought possible. There was support provided throughout the process which made it easier.
Hi,Thank you so much for your positive feedback.It certainly makes us really happy to be there for all our residents and always provide help and support. Many thanks again 😊 Customer Service Team
5/5
TrustpilotAzfarul was very prompt and helpful…
Azfarul was very prompt and helpful throughout the entire process. He helped simplify the process and was always available to sort through any issues and concern.
Hi Anurag,Thank you so much for your amazing review! 😊We're thrilled to hear about your positive experience with Azfarul. It's wonderful to know that you found the process straightforward and that you received the support you needed.We appreciate your kind words about Azfarul's dedication and helpfulness, and we're certain he'll be over the moon with your wonderful feedback too.Many thanks again for taking the time to share your journey with us. We're super proud to know you've had the best possible experience.Customer Service Team
5/5
TrustpilotThe team were very supportive and…
The team were very supportive and provided me with all the information I needed
Hi Olaide, Thank you so much for your 5-star review! 😊 Your wonderful feedback makes us feel proud, and we're delighted to hear you had a great experience and received all the information you needed. We appreciate you so much for sharing this with us, and please feel free to reach out if there's anything more we can do for you. Many thanks! Customer Service Team
1/5
GoogleHorrific. Pathetic. I just moved in and there's no water whatsoever for nearly 24hrs now in a estate of over 500ppl. Forget about incompetency in fixing the issue, no one's even coming to check even after repeated calls.
1/5
TrustpilotRun for your life away from L&Q!!!!
Wish I could give 0 Stars. L&Q does not have a robust complaints procedure in place you have a corrupt one!!!!You do not properly investigate anything, all L&Q does is try to cover themselves at the expense of discrediting the suffering tenant. You suppress and bury serious complaints in order to not answer and acknowledge your own failings and misconduct and you refuse to respond and when you do it’s all lies, lies and more lies. Causing deliberate delays and denying complaints from moving through your internal complaints process is corrupt and unlawful. L&Q does not take reports of anti-social behaviour or noise complaints seriously in fact you take no action at all. You provide no outcomes or solutions and you are happy to take rent and leave the tenants to suffer in absolute misery. Neighbourhood Lead Officers are not fit for purpose they do nothing.Your goal is not to ensure I live in safety and comfort, L&Q’s goal is to make sure I live in fear, danger, discomfort, distress, misery, ASB, noise, and to ensure I have no peaceful enjoyment of my home that I pay rent for. L&Q are not fit for purpose and they have gotten too big for their boots and they feel like they are not answerable to anyone. L&Q do not play by the rules, and they happily break the rules to suit themselves. Terrible organisation. L&Q will ruin your lives AVOID AT ALL COST!!!!!
Hi Mrs Bancroft, We're deeply sorry to hear about your dissatisfaction and the issues you've been experiencing. As we've said before we do sincerely care about the wellbeing of our residents and take your comments seriously. We understand you have multiple concerns and want to investigate them for you. Again we kindly request that you send us an email detailing your specific experiences and concerns. Please send all your information to lqdirect@lqgroup.org.uk. When sending use 'Trustpilot' as your subject header. We truly want to assist you and alleviate the issues your facing. Many Thanks Customer Service Team
1/5
TrustpilotL&Q has ruined my life
L&Q has ruined my life. Since identifying dangerous cladding 2 years ago there has be a lack of action, plan, budget and communication. This essentially leaves me trapped, unable to sell, unable to remortgage, unable to staircase. I have passed all of affordability checks to staircase to 100%, I have a strong credit score. The only things that is holding me back is that L&Q has failed to provide a plan and cost to remediation works and are essentially stealing money from me in rent of the % of property I don't know, when in reality I could have now owned the property 100% for 2 years because I was already in the process to start staircasing when they produced the original B2 rating report. The fire engagement team has promised monthly updates however these never materialised. Sending an email once per year is nearly not enough in such dire, life changing situation. I was given misleading and confusing communication by the fire engagement team. Furthermore, fire engagement team has refused to provide full report from the 2nd fire risk inspection that took place in March this year, identifying even more historical safety issues. Finally, they are refusing to buy back the shares that I own due to their punitive, inflexible and outright wrong "buy back policy". L&Q has ruined my life.
Hi N/AThank you for taking the time to share your concerns and frustrations. We acknowledge your comments and understand the frustration and difficulty you're currently facing. We sorry to hear of any inconvenience you've encountered so far. Please see link to our website with information regarding building and fire safety:https://www.lqgroup.org.uk/building-and-fire-safetySo we are able to to provide meaningful assistance and address your concerns appropriately, we would need more information from you. Please email your information to our team lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header. This will allow us to accurately address your issues and escalate them if necessary. Many Thanks Customer Service Team
1/5
TrustpilotL&Q Are The Worst Social Housing…
L&Q Are The Worst Social Housing Landlords EVER!!!!!!! L&Q staff/team and the ‘Head Of Housing’ have been deliberately blocking and stopping my (five separate) serious Stage 1 Complaints from moving through their internal complaints process which is against policy and is breaking the rules. Whenever L&Q do respond to complaints it is always to cover themselves and their failings, and never about the tenant or what they are going through and they never provide a resolution. I sent in ‘5’ separate individual Stage 1 Complaints approximately 8 months ago (and counting), which were all received and in the hands of the ‘Head Of Housing’ who said she was going to respond, but instead she stopped engaging, ran away from the serious failings and their misconduct and discrimination that I highlighted within my complaints and she buried all of my serious complaints and completely stopped them from moving through the two-stage complaints process, this has been done to stop me from being able to take my complaints out and away from L&Q. L&Q constantly break all complaints handling rules, they cause deliberate delays (delays can be in excess of a year) and then they use weak and insulting excuses of backlogs and being away on sick leave etc. They ignore serious reports and complaints and take no action. They treat the tenant who is suffering and making reports with utter contempt. L&Q will leave you living in complete misery and danger while they sit around and do nothing to help, they seem to even get pleasure from the tenant suffering and living in misery. L&Q will ignore MP enquiries. When they do finally respond to MP enquiries after months & months, they just tell the MP a lot of lies to discredit the tenant who is suffering, this is done to try and stop the MP from helping any further. L&Q will knowingly move you into problem properties with problem ASB/Noise Nuisance/Dangerous tenants and leave you there and deliberately ignore all of your reports, they pretend that they are not in receipt of your reports, they will tell you to fill out diary sheets and when you do, they take no action, when you fill in L&Q’s online report forms, they take no action. When you provide CAD numbers they take no action, when you make reports via telephone, they take no action. L&Q are not only a disgusting organisation but a dangerous one. L&Q do not protect their tenants at all, they care nothing about their tenants health, safety or wellbeing their tenants only mean £££ to them. We are being held against our Will in this property, we have no peaceful enjoyment of our home and have not had peace, quiet or safety since the day we moved in to this problem property, our health has deteriorated and is continuing to deteriorate daily all while L&Q, ‘the Head Of Housing’ & ‘the CEO’ do nothing to rehouse us, which they know is urgently needed now and they are all fully aware of everything!!!!We have an indefinite priority rehousing agreement given to us by L&Q when moving into this property, that L&Q are completely ignoring and refusing to honour, whilst leaving us living in danger.
Hi Mrs Bancroft, Thank you for taking the time to share your thoughts and feelings. We understand you're facing a difficult time and we take your concerns seriously. We have a robust complaints procedure in place, and while it may seem frustrating, it's there to ensure all grievances are thoroughly investigated and properly addressed. We also want to assure your that any reports of anti social behaviour are taken very seriously too. To have the best chance of resolving such issues we would need supporting evidence. This helps us to make informed decisions and allows for a thorough investigation so that we can work towards the best possible outcome. As we're lacking some important details that could help us better understand your situation. We're inviting you to get in touch with us directly via email, lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header. This way you can provide us with your information and specific details. Our goal is to ensure you live in safety and comfort and your assistance will be instrumental in achieving this. Many Thanks Customer Service Team
1/5
TrustpilotUnliveable
Unliveable: L&Q The worst ever in my life. I don’t like it it’s been 2years the worst experience ever. This is the second time I wrote, I was complaining last January regarding about damp and mould in my property. Okay by 27 May2024 the job has been done but the damp and mould is returned I contacted with the contractor and he said I can’t do nothing the problem is with the house the walls are wet so there is no matter if I paint it again they will return back again he said contact with L&Q and tell them the problem is with the hall house. Another problem my window are rooting, it’s very + cold in my bedroom, my front door is it’s very draft and with gapes and wood work is cheap away I feel like ice cubes here I don’t like it I feel like i stuck in the fridge even when I had to turn the electric and the blanket on, I had to turn on on it still cold I literally dying here and look it’s summer time but this property is a . A carpenter came last November 2023 and I said I need a new window and since Now No one can even gave me date it’s been 8 months now, every week I called them they said they will have a call if there is no one called you between 5 and 7 days gave us a call, when ever I called they says to me same thing . no one absolutely no one even responded back to me. I already had 12 appointments and hasn’t been fix yet, I went to move from this house I don’t like it, I don’t went it. I’am mentally tired, I pay my rent. I pay services charge what do you went from me
Hi Susana, Thank you for leaving us a review and raising your concerns. We truly apologise for any issues you've been experiencing. Your situation is of upmost importance to us and as such, please be advised that we are carrying out a thorough investigation based on your report. Please be assured your complaints will not be taken lightly, we have raised all your points and a dedicated team member will be in contact with you soon. Meanwhile, we strongly encourage you to email us via lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header, with any discomforts you're experiencing that needs our immediate attention. Your case is a priority and we will take swift action to offer any necessary help. Many Thanks Customer Service Team
3/5
TrustpilotWell the plumber was on time and polite…
Well the plumber was on time and polite , did what he could on reported dripping basin toilet taps , by replacing washers within them. Then with push button flush that was proving stiff to operate flushing of toilet , with fast dripping water still passing down into toilet basin bowl after doing so. He just replaced a washer again , and said as it’s an old cistern , it will need a replacement, if gets worse ! So it’s ok on flushing for now , but still drips water after flushing 🤷🏻so will need after nearly 20 years of use here , a new toilet cistern at least soon please 🙏
Hi Stephen, Thank you for taking the time to share your review and comments regarding the recent work carried out by the plumber. It's great to hear that he was punctual and polite.We know how important it is to have these household essentials functioning correctly, so please feel free to email us about any continuing issue with your toilet and we'll be more than happy to be of assistance. You can reach us by lqdirect@lqgroup.org.uk using 'Trustpilot' as your subject header would be really helpful. Many Thanks Customer Service Team
3/5
TrustpilotThis repair took from the 6 February…
This repair took from the 6 February until the 14th May after numerous visits to the property
Hi Claire, Thank you so much for your review. We really appreciate your feedback regarding the extended repair timeline. We understand your frustration, and we sincerely apologize that the repair took longer than you had hoped. Your feedback is very important to us, as it helps us identify areas for improvement. Our goal is to continually enhance the service we provide, and we’ll keep striving to do better. If you ever need any help or assistance, please feel free to email our team at contact@lqgroup.org.uk - we’d love to help you in any way we can. Many thanks, Customer Service Team
5/5
TrustpilotIt was a great experience working with…
It was a great experience working with L&Q team. Thank you Tamika, she was always available and answered all our questions promptly.
Hi Pipi,Thank you so much for your amazing review! 😊We're chuffed to hear that you had a great experience with us, especially with Tamika. We're incredibly proud of Tamika's hard work and dedication, and we're delighted to hear that she was always available to assist you with your questions.A huge thanks from us again; your feedback is truly appreciated.Customer Service Team
1/5
GoogleI wish I never purchased a flat for L&Q. They don’t manage the estate at all. Despite refusing to pay service charge they still are not making any changes. The place is a constant rubbish tip and they refuse to fix the bin doors which do not lock so foxes take the rubbish all over the car park. Also they refuse to manage other neighbours who constantly fly tip. The social tenants do not pay extra to have this removed. People who pay a variable service charge like myself do. This has been going on for over 2 years. Can you imagine coming down to your car park every day to find condoms, drug litter, rats and rubbish everywhere? Starts to really affect your wellbeing. Even the outside wall is crumbling … won’t be fixed. I regret buying from L&Q.
1/5
Trustpilot** In response L&Q
23:40 / 10 JuneCheck your cameras...see who just came into the building/into flat 5, slamming doors... heavy footsteps...loud voices...no regards AT ALL, for the rest of us trying to sleep. As per! But why would they when you've let them get away with this behavior for years.** In responseThat's fine L&Q I'll just keep putting these posts on here. I've already informed our local council who tells me you are responsible for who lives here and how, I've been repeating myself to you for years in private via emails and when I've sent you evidence of them doing it via date and time logs for you to check against the cameras you're charging us for weekly ...you don't do anything with it... so why should I have equipment installed in my home... for you to then tell me it's not noisy enough to be a nuisance (and how does that noise equipment differentiate between my noise such as doing housework at reasonable hours or other people such as deliveries intermittently making the odd noise vs his ongoing noise - or are you expecting me to up and down turning it on and off) but yet he/they prevent me from going to sleep peacefully most nights.Buy him some carpet and install it and then charge it to his rent account, buy him some slippers and by him some padding for the doors that he/they like to slam throughout his home and this building.I don't need you to tell me people are allowed to have guests in their home but there should be an appropriate time and conduct of decent/considerate behaviour.
Hi Blackbutterflai,Thank you for leaving us another review and for updating us with the disturbances you're still experiencing.Whilst we appreciate the noise is disturbing and causing some distress, sadly we're unable to prevent your neighbours from having visitors. However, if the level of disturbance is excessive and it's continuing to happen, we do advise you to report the matter to the noise team at your local council.We also recommend you continue reporting your concerns and provide evidence to our Area Housing Manager who we understand previously contacted yourself regarding this matter. Unfortunately, we're unable to pursue this matter here for you, and it's very important your evidence and concerns are reported as mentioned above.We can also consider noise equipment to be installed in your home, which’ll help you to provide evidence and for us to measure the noise levels you’re experiencing. If this is something you would like us to do, please do let our Area Housing Manager know who’ll be more than happy to provide further details to you.Many ThanksCustomer Service Team
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