L&Q Pre-Owned Shared Ownership Homes reviews

★★★★★ 5/5

Trustpilot

Karen is the BEST!

Although, I’m very early into the buying process, I’ve had an amazing experience with L&Q so far. Karen has been so supportive and no question is too big for her. Karen has guided me from the very start (as early as over a year ago when I made initial enquires). Without her knowledge and support, I may have missed my opportunity so I can’t thank her enough. She really did get me in a good position. Buying a house can be stressful but knowing that I have Karen in this process has really put my mind at ease. She completely understands the challenges and the emotions that are attached to buying a house and that definitely shines through when I talk to her. I would definitely recommend L&Q. They really do go above and beyond!

Kerry · 1 November 2024

★★★★★ 1/5

Trustpilot

North west London housing lead manager harassing tenants

I have to write a review after a year of bullying and harassment from this very horrible woman “North West London housing lead manager” coming to my flat just a month after I moved in to harass me and request illegal question regarding how I pay my rent and what work I do and all these privacy data breach that is illegal to request. Most of those LQ buildings are offered to council tenants and they think they can invade someone’s property worn out advising and request private information. I reported her and so far I believe one of the person who responded the messages just delete the messages and some how it seems that it’s a corruption going on with some workers under this housing lead management. There is weird things going on on the block I love the flat is fault there were a massive water leakage that came from nowhere and there is cracks all over the building and black mold growing around the base of the busing because of the water leakage in a tenants apartment on the top floor of this building. There is a smell of chemicals going all around my apartment from the ceiling and gas smell even though the block is all electric there is incoming air from outside entering those flats but mainly affecting me because my apartment is one of the top floors, the company in general is horrible and the some workers are wicked and unprofessional. I believe the administration should get rid of someVery nasty staff and put someone competent professional human being that can actually response their emails and do genuine work to help tenants rather than spreading hate and nasty dodge behaviour using other staff under this management, to spread evilness and wrong doing against tenants and sending fake letters with complaints and gossiping to put one tenants against another. Loads of wrong things going on with this management several complaints and I believe the emails is being deleted by the person who handles it and it should be investigated and the management should change to see if all those evil feedback with complaints about leaking, abuse, health and safety hazards, bullying and harassment would disappear. I believe that there is a lot of good staff that try to help tenants buy some evil person stop them carrying out genuine work with attempt to destroy tenants lives lining on those buildings. I reported severalComplaints emails and the issue still ongoing with a chemical odor entering my flat and since I moved to this dump my health has declined and I have headaches, nausea and dizziness when staying inside this flat. I have to get out and sleep elsewhere when the smell is strong and this manager has corrupted any genuine work that should be carried out by sending cowboys that never done any investigation bunch of clowns that just came in and out so hell on this horrible person and God will strike her someday because what goes around comes around you don’t touch who is quiet you will get back evil. This manager has ignored all the complaints forseveral months and manipulated others to not do anything, I reported her and nothing was done now I will take it further this plague won’t mess with me and my life no more. She hides herself by using others and now no more messages were responded som e I reported her and LQ needs to remove this woman from the management nobody likes her on the building, she is a ghost stalker makes phone calls pretending to be someone else to gather information of what’s going on my flat by pretending being someone else, last time she came again to my flat to harass me someone came to me and told me she being to my flat to try to harass me I checked my cameras ans saw it was her on the door and recognised her from the first time she came to harass me and collect information she shouldn’t be asking for tenants. I don’t know how LQ a big company received reports from this type of behaviour against a horrible staff such as this and haven’t done anything. Not being enough having an issue with a nasty flat given to me with the intention to damage my heath and murder me because 1 year of complaints and nothing was done, a month and some weeks ago there were 4 people on top of the building to carry out work and drilling and from that same day I could smell chemicals in my flat very strong my monitors were beeping I called them and they send a false workers that didn’t even turned his machine to check forAny smell around the flat when the fire brigade came the monitor was accusing some chemical smell from the small door and the entrance door and advised me that I should contact the heath and safety environment because when they came was 4 hour after I called and I opened the windows so the smell dissipated. There is a minority of evil playing with tenant’s live and I don’t believe LQ is aware of it and should investigate. This housing lead should be investigated and sacked.

Pp · 29 October 2024

★★★★★ 1/5

Trustpilot

ContraBad experience with Dasco limited ctor cut through Internet wire…

Contractor cut through Internet wire after being here for 30 minutes, leaving tennant with no Internet, or television for 3 days, had to wait in all day for BT engineer. No apologies from contractors, rude language, very messy, they broke through side gate even though works were only required to the front of the property. They broke the lock on the gate. They were asked not to enter the rear of the property again but forced their way in again the next day. They did not inform tennant what was happening, just left on the first day without a word, they returned the next day. Stamped all over flowers, very unhappy with them

Milliemoo · 20 March 2026

★★★★★ 1/5

Trustpilot

These charlatans are evicting me

These charlatans are evicting me , a vulnerable 55 yr old grandmother from their temporary supported accommodation where I’ve been left for 10 yrs . They offered me two run down properties that I had to refuse on safety grounds , and they then told me that they’re evicting me onto the streets as I no longer need support .The real reason they are evicting me is for complaining about treatment here , where I had to make numerous complaints including to the ombudsman.They see me as a threat . A young tenant took his life here to end his suffering.Staff would flood my flat from the empty property above on four occasions ( I have video evidence ), and all my possessions were ruined with brown stagnant water , most had to be disposed of ( I have videos & photo evidence).They switched off the electric to my room from the main locked cupboard on a Friday afternoon,when they finished here for the weekend ,leaving me without cooking facilities or lights etc. They told the out of hours emergency L&Q repair workers not to come out if I phoned them,to connect my supplies. I was 7 months pregnant at the time .They would steal mail , taking it off the post person saying we’ll take it to save you going upstairs. They would withhold private & confidential letters from drs etc & scatter them opened in the building as a punishment for complaining . There was an investigation regarding this & instantly 2 staff members decided to leave the job .I’ve written to Fiona Fletcher Smith ( L&Qs CEO ) who informs me that they’re now waiting for bailiffs to physically remove me from the property ( after gaining a possession order in court ). I informed her that I’ve emailed ITV news who have responded back & are going to report on my story . I’ve been in contact with Matthew Pennycook ( minister for housing ) , along with my MP & the housing ombudsman ( Richard Blakeway ). They would also enter my property when I was out , without my consent & I have videos from my internal cctv camera & door camera . Even last week they attempted to open my door when I was home ( luckily I had my door chain on that I had to install).. calling through that they want to look at my toilet ! This is harassment & I have it all recorded as I’m taking them to court now for what they’ve put me through for the last ten years .All of my videos that I’ve been saving for the duration of the time I’ve been a tenant here will be shown in court . My eviction will be recorded & shared & everyone can see how L& Q treat their vulnerable tenants . No rent is owed as has been paid direct to L& Q for ten years . Abuse thrives in secrecy.

Kerri · 29 September 2024

★★★★★ 5/5

Trustpilot

I had a great experience

I had a great experience.Communication was spot on, transparent and always present in a timely manner every step of the way.Clare was an immense help, listening and pushing forward with the application, going the extra mile.The whole process is happening online, pretty much, on a easy to use, intuitive, platform.Kudos to Saif too, who was super understanding and helpful in providing all the details required re the proprieties and other enquires right away.Really satisfied with how everything played along.

Vinicius · 11 October 2024

★★★★★ 1/5

Trustpilot

Liars of L&Q

Continued conversations with L&Q 'aftercare' to fix a myriad of problems in our new but defective home. Still haven't fixed the toilet which was reported in April 2024. Have reported no water coming out of our tap 3 times now but everything we contact them they say they have no record of it. Radiators which don't work, a heating system which we can't control and L&Q continuing to give the contractors the wrong phone number. Its a complete con.

She · 19 March 2026

★★★★★ 1/5

Trustpilot

Service Charge

L&Q decided to charge me and the tenants below me a service charge for grounds maintenance because the tenant below refused to do any of gardening, cutting grass and litter picking.The grass was cut twice in Oct 23. I received the letter notifying me of rent increase and a service charge of £8.36 weekly in March, by then I had started doing the gardening myself. I have repeatedly requested the charge be removed and money refunded back my rent account to pay for the advanced month rent L&Q pester me for. The garden has not been done by the garden service since Oct 23I have been told a mutual exchange takes on all aspects of the tenancy. There is no mention of this service in the tenancy agreement.I have also been told that I am paying for the wider area. I live in a converted Victorian house consisting of 2 flats, a garden split down the middle at the back and a small garden at the front. The house is not part of an estate. The latest email is about L&Q finalising accounts in the 23/24 service charge amounts. According to my housing lead this might not be rectified until Sept 25. Why can't L&Q get things sorted out in a timely manner.This has been on going since April 2024.On a happier note the garden wall is due to be fixed on the 24th Sept.

Christ · 18 September 2024

★★★★★ 5/5

Trustpilot

Replacement Ceiling Light Fixture - Repair

This repair was straight forward to report - I always do an online form as it means I can complete it in accordance with the time restrictions on my day and I don’t have to remember to call within a certain time only. Electrician team were able to allocate me an appointment on my non-working day and were around early which meant I still had the rest of the day to do other bits. Electrician was literally finished within 10 mins or so. Faultless service for this repair.

J · 17 September 2024

★★★★★ 5/5

Trustpilot

Lovely new house

Our experience with L & Q has been great. We have just purchased a shared ownership house on Ashlawn Rise. Karen the Senior Sales Associate has been fantastic from the beginning of the sale to completion. She was so helpful and supportive and positive through the whole journey. She explained the whole process and supported us with all of our enquiries. It was a long journey moving but we were supported all the way. The house is perfect, it's beautiful inside and we are all very happy. Thank you L & Q

Luca · 11 September 2024

★★★★★ 5/5

Trustpilot

Excellent Viewing Experience at Kew Bridge Rise - Helpful and Welcoming Team

I recently had the pleasure of viewing a property at Kew Bridge Rise, a new development by L&Q. The viewing experience on September 7th was excellent. Nicki and the team were incredibly welcoming to my family and me. They provided a comprehensive tour of the property and were extremely helpful, answering all our questions thoroughly and professionally. Their knowledge of the development and attention to detail was impressive. The viewing gave us a great insight into what living at Kew Bridge Rise would be like. I highly recommend booking a viewing if you're interested in this development - the team's expertise and friendly approach make it a worthwhile experience.

Berk · 11 September 2024

★★★★★ 1/5

Trustpilot

Poor service unsafe and no priority given for emergency

No one turned up for the electrical emergency job within the 4hr period. I’m a disabled resident medically unwell and cannot sleep incase there is an electrical fire again which spreads. Called back emergency line at midnight but still waiting for an update or an operative to fix the fault. There was no previous issue with my electrics but L&Q sent someone to change and check my electrics last week for no reason and subsequently the electric fan vents stopped working as well as light sockets melting and burning after they rewired it. A whole mess made and left us at risk due to electrical burning.

Ms · 9 September 2024

★★★★★ 5/5

Trustpilot

Beam Park

I would like to say a massive thanks to Tamika at L&Q Beam Park. She was fantastic throughout the process, answered every question, was always patient and made the sale extremely easy. It wasn't always smooth sailing as it is a new build and there were many moving parts outside of her control, but she always kept me informed throughout the building process. I'd highly recommend getting in touch with her if you were thinking of buying a new home.

Oisin · 7 September 2024

★★★★★ 5/5

Trustpilot

Nicki Clark; Exceptional Service Beyond Expectations

we are thrilled to share our experience with Nicki Clark of L&Q, who provided outstanding service during our recent apartment purchase at Western Circus. From the moment we first reached out, Nicki demonstrated a level of dedication and professionalism that truly set her apart.Navigating the real estate market is daunting, especially in these times and as first time buyers, but Nicki made the process smooth as possible and took the time to thoroughly understand our needs and preferences, offering insightful advice and guidance that was tailored specifically to us. What truly stood out was Nicki’s willingness to go above and beyond. She was always available to answer our questions, address our concerns, and provide updates.In addition to Nicki's professional expertise, she displayed a genuine care, making us feel supported and valued throughout the entire process. Thanks to Nicki, we found our dream apartment at Western Circus, and the entire process was made as seamless as possible. If Nicki is your salesperson, you will be in safe hands. She truly set a high standard for what excellent service should be.

Adam · 5 September 2024

★★★★★ 1/5

Trustpilot

Unprofessional service

I don't think L&Q is a bad company, but some of their management and employees are incredibly unhelpful, particularly Lisa N. She is unresponsive and it can take weeks of follow ups and unanswered calls before she even reads your emails. When she does answer the phone, it is with impatience, as if what you ask is the last thing she wants to do. I would even go so far as to say that she is not just rude, she is aggressive. Her managers seem oblivious or prefer to turn a blind eye rather than hold her accountable for her actions. I am not alone in my claim, as we have heard complaints from several other people who deal with her as well. This is incredibly unprofessional and I expect more from a company like this one.

J · 21 August 2024

★★★★★ 5/5

Trustpilot

Truly caring and professional experience

We recently had the pleasure of working with Karen, Senior Sales Associate during the purchase of our forever home in Willow Grove, and we couldn't be more satisfied. From the start, we didn’t expect much beyond the basics, but Karen truly exceeded our expectations.Karen was incredibly helpful and took the time to thoroughly explain every step of the process to us. Her level of organization is remarkable; she remembered every detail about our preferences and situation, making us feel valued and understood throughout the entire journey. What stood out most was how genuine Karen is. She doesn’t just treat this as a job, it’s clear she puts her heart into helping her clients. We were always kept up to date with any changes, and she made sure to notify us whenever there was an update or if she was going to be unavailable. This level of communication made us feel comfortable, respected, and well taken care of.We feel so fortunate to have had Karen supporting us through this process, and we wholeheartedly recommend her to anyone looking to purchase a home.

Ceci · 21 August 2024

★★★★★ 5/5

Trustpilot

Exceptional Service from L&Q

Mr. Lee Ranson - Carpenter/Joiner - AMAZING!attended: 46 SE2 0XLEmail sent to lqdirectExceptional Service from L&Q - Carpentry RepairI recently had a carpentry/joinery repair appointment with L&Q, and I couldn’t be more pleased with the service provided. Lee, the carpenter who attended to my front door, arrived well within time and quickly assessed the issue, which had been causing me significant concern. He clearly explained what needed to be done to fix the problem and completed the repair efficiently.Lee was also kind enough to share useful tips on how to prevent this issue from recurring, and he reassured me that L&Q is always just a phone call away if I need further assistance. His professionalism and expertise truly represented L&Q brilliantly.From the moment I contacted the call center to the swift scheduling of the appointment and the prompt, professional repair, L&Q has consistently impressed me. Thanks to Lee's excellent service, I can now enjoy the rest of my day with peace of mind.Thank you, L&Q, and a special thanks to Lee, for your continued dedication to outstanding customer care!Please extend my graditude to Lee and let him know how much I appreciate his time.Keep it up!

Josephine · 16 August 2024

★★★★★ 1/5

Trustpilot

1 star is too generous, shocking maladministration and miscommunication from L&Q

We raised a repair issue with L&Q over 2.5 years ago to fix our plumbing/toilets and this is still not resolved. We have gone through the complaints process and a decision has been made by the Housing Ombudsman. L&Q have ignored the decision and have now missed two deadlines set by the Ombudsman. L&Q have had contractors previously visit to look at the repairs needed and the contractors left faeces behind an enclosed shelving unit in our bathroom which took several hours for us to realise (once the smell became overwhelming and we had to remove the shelving unit). There is clearly a systemic issue with miscommunication at L&Q and the maladministration to resolve our repair and carry out the actions in response to the complaint are shocking. It has been absolute hell for the past 2.5 years and I see no end in sight. L&Q should be ashamed of what they put tenants through. 1 star is too generous.

Chloe · 13 August 2024

★★★★★ 1/5

Trustpilot

The B House Saga continues

Dear ReadersRef my ongoing legal criticism / reviews on behalf of B. House residents and L and Q Staff involved.I wish to thank Trustpilot reviews for causing yetanother pointless letter from my Regional and in “ my opinion “ Incompetent manager “ who yetagain”, wrote to me about my continued campaign to obtain improved services for My Fellow residents and myself however, in my opinion ?, never approaches honestly Our more serious concerns ever.The main concern about the unhygienic medical room uncleared and not serviceable since March 2024 hasbeen highlighted for a “deep clean” which having had no regular or proper cleaners or window cleaners for many months will be interesting whilst,the serious concerns again raised of persons occupying a much needed Home whilst “never residing” here for 2 years and having another home with His Wife near-bye , “remains unexplained” yet, A Lone Female residents has been threatened by Said Person with court action for asking questions about early morning visitors / business “allegedly” / TBC being run from the apartment and last week, I received a late night phone call from a vulnerable person on behalf of the Mystery Man I am informed complaining about my Legally placed CCTV fully approved by the ICO after, Regional Manager complained “against me” I consider maliciously given her history towards Me and, SHE ( L and Q );was informed directly by the ICO that my system was indeed legal hence, We continue appealing for an answer to Our unanswered concerns ? ? which, “remain unknown and IGNORED” as does,His expensive internal and external cctv and alarm system for An empty home ? defended and allowed by same Managers “ We have no faith in at all “ due to constant lies experienced from them.Having had an illegal criminal resident before for nearly 3 years who caused “nothing but trouble” for the Elderly until His lies and Managers lies about ME to Police “were exposed “ and He was eventually expelled.We continue to “Legally to demand an explanation “to reduce Our FEARS ?, of the present non resident.How unreasonable can that be Under our rights of the Housing Regulations and Human Rights Act (being abused) ? “ constantly”.I retain my Legal Rights in all Regards despite frequent and unacceptable in Law, claims made against me.R WilsonVictim on behalf of other Victims.

Robbie · 13 August 2024

★★★★★ 5/5

Trustpilot

Whalley Manor Exceptional service every step of the way

Since placing a early bird deposit on a plot in January this year I have been kept informed and once solicitor issues had passed Emily was amazing at keeping me informed . She did an amazing detailed hand over and any snags have been promptly resolved via the site mangers on site . Emily went above and beyond with me and my daughter which has made the whole experience exceptional and I would highly recommend L and Q because of the service we have received. Keep up the great work guys

Richard · 13 August 2024

★★★★★ 1/5

Trustpilot

L&Q are routinely negligent in all…

L&Q are routinely negligent in all respects. Any good new staff can't achieve anything much and get quickly burnt out. L&Q have been taking tenants money and failing to provide full services for years. Even their Complaints Team routinely fail to follow up! L&Q have kept their tenants disempowered, especially around communications... Often resulting in stress or causing mental health issues, or tenants just giving up trying to get the services they paid for.Individual staff often don't respond to tenant emails or do so inadequately, and rarely follow up the issue raised anyway. (Often blocked from doing so, by management above them)...They have an individual flat Repairs Team 'structure' that gives a tenant no 'paper trail' (via emailing) to refer to or follow up, after reporting a repair via the L&Q Call Centre (who often can't access proper information for relevant job history)... There is mainly just the sporadic cold calling to tenants, often with no VMs left, sometimes they cancel last minute while tenant has been off work half a day, or even rebook an appt without letting tenants know!Usually (unless tenant fights for it) contact details are routinely not provided to tenant, for relevant L&Q repair team / external contractor... To enable the tenant to have a record of job or else to communicate over an appt time they can do etc...Jobs can be left undone and constantly chased for years in some cases... (As in my case)..Tenants are intentionally left in a powerless situation, after calling the L&Q Call Centre. Having to constantly re-call them (often impossible to hang on phone during work hours) to try and get updates.. Ie. To say an operator hasn't arrived... Chase a long standing job... Give them availabilities etc, as the tenant can't communicate directly with repairs team / contractor etc. All causing more time wasting & uncertainty. And wasting staff hours too.. And of course, when the job is messed up, one way or another, the tenant is left powerless, with no 'paper trail' (email etc) record, to prove negligence.No commercial company could get away with such nonsense when providing paid services for their customers!L&Q have been wearing their tenants down routinely. relying on most of them giving up eventually (while raking our money in of course!).Their reputation is well known, especially amongst all the 'people based' professionals I know. They all roll their eyes when L&Q get mentioned, knowing the harm they invariably cause to the people they support..God alone knows how they still manage to get away with their long term dreadful behaviour.

Maya · 29 July 2024

★★★★★ 1/5

Trustpilot

Two months wait for repair appointment

Bad workmanship has left my toilet cistern still leaking with water now running down my wall in the front room. I rang and explained and was given repair date that is in two months.How is it that L&Q collect rent in a timely manner, yet do not repair in that very same timely manner. Are we not in a contract that stipulates tenants should maintain the property and visa versa.If I decided that I couldn't pay my rent for two months, I'm sure that would default my contract with them, yet as and when is what it's tenants have to endure.

Michael · 29 July 2024

★★★★★ 1/5

Trustpilot

I am resident of them

I am resident of them , they are not providing any services to the tenants, my sucking pump broken two months ago, still don’t have a shower, over 50 times call them and chase them for repair but noting happened, I’m paying for service charge and standing charge for hot water!!! That is ridiculous!! The charges is high without any service!!! Also lack of security, yesterday someone attempted burglary to my home and they said we can not do anything about it, we are going to fix the entrance doors after months!!! All the parcels are going lost here , even I can not use my own address for my deliveries. Lack of safety is all over the place.

Setareh · 27 July 2024

★★★★★ 5/5

Trustpilot

Marta was everything and more…

I don’t normally take time to do things like this, but Marta you were everything and more. I waited on the line for 26 minutes but it was worth the wait. You were kind complimentary and very assuring about a situation that for some can be quite stressful. I love the Liverpudlian accent and I made sure you knew it. What was funny is that we got halfway into our call and my battery died. I called back as soon as I got power but I knew I wouldn’t get you. I also saw you email much later, but for that little time you were absolutely helpful supportive and kind! I’m so sorry this is so long winded but honestly you don’t know what’s going on in peoples lives. So to be able to make such an impact in such little time. I had to celebrate MARTA! God Bless x

Hannah · 24 July 2024

★★★★★ 1/5

Trustpilot

This company isA very angry grandparent a joke and Trafford…

This company is a joke and Trafford housing trust should be a shamed for working with them . My daughters bath started pushing up disgusting sewer smelling water through her bath plug hole .It is definitely a bio hazard . Within in her home there are 3 babies one who has a disability and needs access to a bath at all times and yet it still hasnt been fix . One of l&qs workmen accually told her there would be a 75 call out charge .I wont repeat what he was told . Then today three different plumbers have been and in fact one is still there waiting for someone else to appear. He has been there for hours and as of 21.19 today he is still there. The house stinks like a sewer . There is a child safe guarding issue here because of the bio hazard and to put it bluntly they could give a dam .Absolutely disgusting behaviour with such a lack of care and empathy towards young babies. Hold your head in shame as i will be taking this further on behalf of my grand children . Ask your self how would you feel if it happened in your posh home . Disgraceful.

Jeff · 22 July 2024