Trusted Agent profile · Newham
★★★★★
1,666 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 1,666 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.
5/5
TrustpilotPerson was very efficient and polite…
Person was very efficient and polite and friendly
Hi Jan, Thank you so much for your 5 star review. We appreciate you taking the time to acknowledge the efficiency and friendliness of our team member. We always aim to deliver great customer service, so we're thrilled to hear your experience reflected this. Many Thanks Customer Service Team
1/5
TrustpilotDreadful Housing Association in most respects
In the years I've been a tenant with them, and discussed issues with other tenants, L&Q staff have (with occasional exceptions, who usually leave L&Q quickly!) apparently provided poorly-skilled, fairly incapable and uncaring staff, especially within their Housing Services. Where staff seem to be keen on their position of supposed power, when in reality, they are paid by tenants to provide decent services. (With tenants claiming experiences of negligence or even behaviour suggestive of bullying). The L&Q Direct / Customer Services staff tend to be better, but sometimes make mistakes in recording details in their notes - When tenants contact them, to raise a variety of issues. L&Q further dis-empower tenants by not providing them with a copy of notes made by those staff - The record of comments made by the tenant wanting to report an issue (maintenance or tenancy). This means tenants cannot check the notes & refer back to them if necessary. (L&Q will only give the notes, if a tenant makes a formal application for a record! As if someone will do that every time they report a maintenance issue etc!). There are usually big waiting times for flat maintenance work, and have been over many years, even for quite urgent issues. With appts often cancelled at the last minute, even when someone has used work time to sit at home! Long term & serious anti-social issues are routinely not dealt with, causing great harm to health of other tenants. L&Q also use an over-complex & very confusing complaints system - Involving general poor communication with tenants. L&Q frequently change 'logos' / advertising strap lines and staff job titles, and make promises to improve their paid for services, but conditions & services for their tenants have been deteriorating rather than improving. They claim to listen to tenants, but this seems to be a rare thing indeed! Have been in the news several times, for serious issues including death caused, but this is just a tip of the iceberg sadly, as many tenants know.
Hi Maya Maya,Thank you so much for your review!Your feedback is important to us and we appreciate you taking the time to bring your concerns to our attention. We're sorry to hear of your disappointment and although we haven't quite met your expectations, we're always open and willing to discuss any concerns in more detail with you.Unfortunately reports from our contractors and/or operatives are for internal use and regrettably these are not readily available to our residents. This may become a disappointment for you, but this has always been our policy and it's important we're consistent with our procedures. If, however you’re looking to obtain personal information we hold about you, you're within your rights to request this information as a Subject Access Requested (SAR) under the Data Protection Act. If you would like this information, please let us know and we'll be more than happy to pass your request to the relevant team who can do this for you.We certainly have a duty of care for our residents and we’re truly sorry if you feel we could do better. We want you to know we value your concerns and it’s certainly not our intentions to cause any upset or disappointment. In the meantime, if you're open to discussing your review with us, feel free to email your details to our dedicated team at lqdirect@lqgroup.org.uk (with 'Trustpilot' as the subject) where an advisor will be more than happy to assist. You can also request a SAR by emailing too.Many ThanksCustomer Service Team
2/5
TrustpilotTook about a year from when I reported…
Took about a year from when I reported my windows needed seeing to, repairs. They said reasons were waiting for parts. It's standard UPVC double glazing. By the time they got around to doing the repair, other windows were blown, but was told they won't be replaced.
Hi Margaret, Thank you for your patience and for taking the time to bring this matter to our attention, Work of this nature often requires the expertise of specialist external contractors. This can sometimes result in extended waiting times, and we understand the inconvenience this can cause. The Contractors will usually report back if they believe the windows are beyond repair. We're sorry for any inconvenience and frustration this situation has caused. We would appreciate the opportunity to discuss this further. Please email us directly at contact@lqgroup.org.uk with your name and address details, and reference 'Trustpilot' in your subject header. Our dedicated team will be ready to assist you. Many Thanks Customer Service Team
1/5
GoogleThe worst housing company in UK. All residents in my neighbourhood saying the same. L&Q create additional fake bills in statements and replying in complaints: "it has to be paid". Never willing to help or solve the problems. PEOPLE please avoid buying properties from them !!!!! We never had any problems when East-Thames was in charge. Shame they sold our properties to those thieves L&Q.
5/5
TrustpilotJOB WELL DONE
Letter from L&Q advising of appointment, follow up reminder to check if date/time was still ok sent via SMSEngineer arrived on time and identified himself by showing his badge.Engineer conducted his work/test with no interruptions to me as working from home, left as soon as he was done no fuss no mess.
Hi Dorcas,Thank you so much for your fabulous review!It's fantastic to hear everything went perfectly for you, and we greatly appreciate your kind words about the engineer's professionalism and efficiency. Providing a seamless experience for our residents is important to us, and we're delighted that our engineer was able to complete their work without any disruption to your workday.Your feedback is much appreciated, and we thank you once again for taking the time to share this with us.We're looking forward to helping you again 🙂Many ThanksCustomer Service Team
1/5
TrustpilotShame on you L&Q whole blocks without…
Shame on you L&Q whole blocks without hot water again. Disgusting and incompetent 100s of flats are still without hot water. The issue was reported at 7am by multiple residents. This is an absolute disgrace and proof leasehold system should be abolished. We should not suffer at the incompetent hands of these people.
Hi NA,Thank you for taking the time to leave us a review and for bringing this matter to our attention.We're deeply sorry for the disappointment this has caused, and we understand the annoyance when there's no hot water supply to your home.Whilst we appreciate the upset caused to you, a complete loss of hot water would be treated urgently. However, from time to time, there may be issues preventing our contractors from finding an immediate solution, to which we offer our sincerest apology for the inconvenience it causes and for the continued delay.If the matter is still unresolved, we would be more than happy to assist you further as well as gain a better understanding of the situation. Please feel free to email us the details at lqdirect@lqgroup.org.uk with 'Trustpilot' in the subject line, and we'll make sure to follow up on the repair for you.Many Thanks,Customer Service Team
1/5
TrustpilotMy email was ignored
My email was ignored, hence the one star review. If the option of leaving zero stars was available, I would have chosen that instead. How can L&Q improve? Listen and / or read customer communications and respond in a positive way. Perhaps a site visit? Understand and meet your customers.
Hi Neil,Thank you so much for taking the time to leave us a review and for bringing this matter to our attention.We're deeply sorry to learn that your email was ignored, and it's certainly not the kind of service we expect you to receive from us. We've taken on board your feedback, and we'll be sure to use it to help us make further improvements to the service we deliver.We understand that your enquiry has since been passed to the correct team for you, and we can confirm that it's currently being reviewed. We'll be sure to provide a response as soon as we have further information to share with you.We sincerely hope this information helps to provide some reassurance, and we want you to know that you're more than welcome to reach out to us at any time if there's anything further we can do for you.Feel free to contact us through any of your preferred channels or by email at lqdirect@lqgroup.org.uk, and please use 'Trustpilot' in the subject line of your email. It'll be our pleasure to help 😊Many Thanks,Customer Service Team
1/5
TrustpilotHELP
They can take notice. I've had to spend all summer with the kids playing football outside my flat, I can't here my TV can't sit outside, can't have my door open, they are abusive when asked to move shouting outside my door, Please just pu5va no ball games notice on the grass outside
Hi Sharon,We welcome your review, and we thank you for taking time to express your feelings with us too. We’re saddened to read this, 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 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
5/5
TrustpilotExcellent Support from Tina, A Seamless Experience!
I had the pleasure of being assisted by Tina during my house move, and she made the entire process incredibly smooth and stress-free. Her professionalism and efficiency were outstanding, and she was always approachable and ready to help. I couldn’t have asked for better support, thank you, Tina!
Hi Azra, We truly appreciate your 5 star rating of our service!It's wonderful to know that Tina helped make your experience smooth and stress-free. We're thrilled to have her on our team and love hearing about your positive experience. Don't hesitate to reach out if you need anything in future. Many Thanks Customer Service Team
5/5
TrustpilotI am very satisfied
I am very satisfied with the job which the job was done by a worker (a gentleman) Again a big "Thank you "
Hi Gabriel. Thank you so much for your amazing review!😊 It’s an absolute pleasure to help you, and we’re delighted that you had the best possible experience. Your positive feedback truly means the world to us. We hope to help you again soon! Many Thanks, Customer Service Team
5/5
TrustpilotAbsolutely brilliant
Absolutely brilliant. Advisor was very fair
Hi Natalie,Thank you so much for the 5 star review 😊 It's great to read you received an excellent service and this certainly makes us really happy. We would like to give our member of staff some recognition therefore, if you know the full name of the person, please email us their full name and your full address at lqdirect@lqgroup.org.uk and also include 'Trustpilot' in the subject line. We have a dedicated team that can help forward this lovely review to the manager of the member of staff. Many Thanks Customer Service Team
1/5
TrustpilotL&Q use unprofessional contractors
Use unprofessional contractors
Hi Ta, Thank you for taking the time to share your feedback. To address your concerns thoroughly, could you please send us your details along with further information regarding your concerns? Kindly reach out to contact@lqgroup.org.uk with the subject line ‘Trustpilot’. We look forward to hearing from you. Many Thanks Customer Service Team
1/5
TrustpilotUnbelievably my boiler still is not…
Unbelievably my boiler still is not fixed after over 3 months. I am writing this email with tears in my eyes I am so tried and distress from this experience. Swale heating came on the 7th where I thought my boiler would be finally fixed after calling the week before and pleading with them to try and bring my appointment forward which they say they could not. They turned up and said the mother borad is gone after we were previously told they fixed that at the last visit when the bloke called in the office it was confirmed it was a spake plug they changed. This company is heartless 3 months without heating and hot water. I have a young child going to school and i work I am tired of boiling water and waking up in the cold. They gave is too poxy heaters after weeks which does not help much as I think it add to the number of cold my household has had throughput this time. I got a call yesterday from Swale heating to say they will come to fix my boiler on the 23rd November after screaming at them stating am I suppose to stay in the cold for another 2 weeks with my family they decide to bring the appointment forward. This is just terrible wrong words cannot describe my my feelings about L&Q service right now and am seeking advice on the matter. On top of it all the outstanding work for my kitchen that they messed up a year ago this month still not yet completed with no communication. I am TIRED, TIRED and tstressed this is just disgusting and the lack of communication from L&Q ias they do not maintain response to communication with the time frame stipulated. I am so so disappointed with everything and seeking solutions. Residents should not be treated this way I was in two minds on paying my rent this month and that's when they would respond to take action. Totally disgusted.
Hi Marvalyn,Thank you so much for leaving us another review and we're so sorry to hear the whole situation is causing you to become tearful.We certainly wouldn't want our residents to feel this way, but rest assured we have your complaint, and our complaints handler is continuing to work hard with our contractors to fully resolve this for you.We understand our contractor will be visiting you again very soon and we sincerely hope their visit will be a positive outcome, but if you do have any further problems it's important you let us know and we'll be sure to keep escalating this for you.Many ThanksCustomer Service Team
2/5
TrustpilotWater not Heating Up
We had a visit from K & T Heating on the 25/01/24 because we were having problems with the water not heating up. We're still having problems with it now.The technician who came mentioned that the way the washing machine is plumbed in is causing the issue. We therefore need a plumber to sort it out. One hopefully will be coming on the 20/02/24
Hi Barbara,Thank you so much for taking time to leave us another review.Your feedback is important to us and we're very sorry to hear K&T were unable to rectify the fault during their visit with you.It's great to hear they've managed to source the problem causing this to happen and a as result from this we’ve arranged another visit for one of our plumbers to attend.We trust this repair is in good hands and progressing as it should, and we sincerely hope this matter is resolved on your next appointment.In the meantime, please feel free to contact us if we can be of further help and assistance and we’ll be sure to do our best for you.Contact is welcome through any channel or by email at lqdirect@lqgroup.org.uk. If email is a preferred option, it’ll be most helpful to us if ‘Trustpilot’s is used as your email subject on this occasion.Many ThanksCustomer Service Team
5/5
TrustpilotGood service
Company doing well but in my case need a more secure door to prevent breaking into my house. What am having is not really secured and easy to break into. If my door is secured then l will say you providing service to make your tenant secured but at the moment its not the case.
Hi Modesto, Thanks for your 5 star review! We're really pleased to hear you're generally happy with the service your receive from us. We want you to feel safe and secure in your home, so if you believe your door is inadequate or requires any repairs, we'd be keen to hear from you. Please do get in touch with one of the team. Many Thanks Customer Service Team
1/5
TrustpilotL&Q fails to listen and act on complaints
L&Q takes ages to respond to any repair. They do not maintain properties when things go wrong. Issues with external fencing, internal lighting, flooding do not seem to be noticed. Even if you report repairs, their reply is that because it is shared ownership, the tenants are responsible for this. Unacceptable.
Hi Miroslaw,Thank you for sharing your thoughts with us.We appreciate and understand your frustration with the maintenance response time and the issues you've experienced. We try our hardest to provide a positive living experience for all our residents, so it's naturally concerning for us to hear that our repairs policy has fallen short of your expectations.As a shared owner of the property, we're responsible for the communal areas, whilst all repairs needed for your home would indeed fall within your responsibility. We believe we’ve given you the correct advice but if you feel there's been a misunderstanding, please feel free to let us know and we will be happy to provide further clarification.We also recommend taking some time to review the contents of your lease agreement, as it will provide more details about maintenance and repairs to your home.Our team is of course here to help, and you can reach out to us anytime. You can contact us via email at lqdirect@lqgroup.org.uk (with 'Trustpilot' as the email subject) where it'll be our utmost pleasure to help.Many Thanks,Customer Service Team
1/5
TrustpilotL&Q have treated me appallingly
L&Q have treated me appallingly. I have been a tenant for 28 years, in a property they have poorly maintained despite me being a vulnerable tenant, no rent arrears. I have only had one kitchen/bathroom upgrade in 28 years. I have mismatched counter worktops in kitchen, blown and crumbling plasterwork in bedroom, kitchen and landing, damp and mould. I have a 5 year old complaint, regarding these works which yas yet to be actioned despite my MP's intervention. I am routinely ignored by L&Q. A disgrace to Social housing.
Hi Simone,Thank you so much for your feedback and for bringing your worries to our attention.Repairs inside your home are important to us too, and we sincerely apologise if you feel we haven't provided you with the service and support you hope to receive from us. As you may already be aware, new kitchen and bathroom installs are carried out by our Planned Maintenance Team and programmes are decided on a yearly basis. We make the decisions following a stock condition survey previously carried out on your home, and we use the information from the survey to identify the homes that required component renewals. We would however expect existing kitchens and bathrooms to last approximately 25-30 years and, in some cases even longer depending on the results from the survey. Unfortunately Simone, our budgets are set annually therefore there's a restricted amount of component renewals we're able to fulfil during the year, however if your existing kitchen needs repairs, please report them to us and we'll be more than happy to help.We're also concerned you have problems with blown plaster and mould and damp issues. If you haven't already reported this to us, we kindly request you email the details to us so we can further investigate the cause and rectify the issues. Please address your email to lqdirect@lqgroup' and by ensuring 'Trustpilot' is used as your email subject too.Once we have all the information, it’ll be our pleasure to further investigate the issues raised and to work with you to raise any necessary repairs in your home.Many ThanksCustomer Service Team
5/5
TrustpilotVery helpful
The man i spoke to was very helpful, took his time to explain things so i understood correctly, arranged a follow up call for next week. Very happy and appreciate his time, thank you. Wish i caught his name so i could add it here. Most helpful member of l&q i have spoke to
Hi Mum to boys,Thank you so much for your amazing review! 🙂We're thrilled to hear about your positive experience. It's wonderful to know that you found our staff member so helpful, and he took the time to ensure you understood everything clearly. Your feedback truly means a lot to us, and it makes us proud to know we have such a great member of the team working for us.Many ThanksCustomer Service Team
1/5
TrustpilotScammersMade a complaint regarding…
Complained to L&Q regarding subcontractors failing to erect scaffolding, but invoicing L&Q for scaffolding. The job was to replace sewage pipes, after one collapsed, and I had raw, visible, human faeces all over my balcony and up the walls, railings and doors. It was absolutely revolting and stomach churning. The cleaning service were a joke, & didn't have one piece of protective equipment for my property or themselves. Walking raw sewage through my flat, with their dirty boots. Instead of putting sheets down, like professional workers do. Then decided to skip the scaffolding, and use a long ladder instead. This gave them no platform to correctly fit the pipes, the entire top section, around 40ft high, using a ladder. Needless to say, they bodged it again. Then had the cheek to ask my son, who was there to let them in, to lie for them, and tell L&Q that they put scaffolding up. Obviously when I heard this, I was beside myself with disbelief. I made a formal complaint, requesting the job report, as I'm fully entitled to see what's been done, as the job was extremely serious, and a p1 emergency. All subcontractors have to submit job reports to L&Q. Yet L&Q claim there is no job report. How convenient. Yet L&Q refused to carry out a proper investigation, where I can PROVE that scaffolding wasn't erected. But instead, say they are conducting an "internal" 🤥investigation, that I can't see. Nothing but lies come out of the mouths and emails of these slum landlords. Profit before lives.
Hi Wilson,Thank you so much for leaving us a review and for bringing your concerns to our attention.Firstly, we sincerely apologise for the frustrating experience you've had with our contractors and to hear of the problems with sewage in your home. Admittedly it isn't nice to see this happening and we appreciate why each of your concerns within your review would be a worry for you.We understand your case is being investigated and we trust you've also made our complaint handler aware of your dissatisfaction. We've also done this for you too, so please don't worry if you haven't had the opportunity to do this.Rest assured this will be investigated further and although contractor reports are for internal use only, any accusations made are always taken seriously.We trust this'll help to put your mind at ease but if you do have any further questions, feel free to contact us and we'll be more than happy to help. Our dedicated team can be reached by email at lqdirect@lqgroup.org.uk and we recommend 'Trustpilot is used as your email subject when contacting us in this way.Many ThanksCustomer Service Team
1/5
TrustpilotL&q West Ham lane
Don’t work for L&Q unless your face fits or unless you know the higher up people because they get you to do the donkey work on agency promise you a job then take it back and get rid of you two of the worst managers I’ve ever came across won’t name any names don’t have a proper date but it went on for months while certain people could sit in office whenever they wanted and then get a higher job even tho they didn’t have a clue
1/5
TrustpilotPoor poor service ...
Poor poor service .... very slow to repair major issues (we are talking years, lawyers have to get involved to resolve).
1/5
GoogleUPDATE: After 2 months of trying to get the details, L&Q informed me that they made a mistake and were trying to charge me again the same amount I already paid. Please be very careful and check every bill as this company is clearly involved in financial abuse! They overspend the budget by more than 60% without any explanation provided. Horrible horrible service! I have bought a property through shared ownership scheme with L&Q, they had initially charged me £430 per month for a service charge, which was already a lot. However, I received a final statement according to which I should be paying more than £800 per month as a service charge. I have been asking for an explanation why it's been so high and what has gone with the estimates with no explanation whatsoever. Please be very careful when dealing with this company.
1/5
TrustpilotSince you still expect me to listen to…
Since you still expect me to listen to EVERY concrete footstep of the people in flat 5 beneath me every day when I don't do it to them ....have another one of these posts.Most of the cracks I have with in my home that I'll be calling on you to repair are from them shaking and vibrating my home with their excessive inconsiderate noise.Slamming doors ....bounding across their HARD floors...no consideration to others living in this building who surround flat 5 above underneath and next door.They can afford to bring a child into this world and into this building of one bedroom flats but they still can't afford to buy any slippers or carpet but he's got money to buy cigarettes though!
1/5
GoogleEast Thames & ALL it’s staff are an absolute joke. Trust me. This is not just a bad review. It is a terrible review. This isn’t a case like a bad utility company or mobile phone network. East Thames is probably the worst out of any organisation in the UK. They literally fob you off for absolutely everything. The staff are rude. They use their internal voicemail to screen your calls. Not answering their direct numbers and not ring you back. They ignor e-mails & they hang up on the phone. I am actually genuinely surprised that this organisation isn’t in special measures with the government body moving in to troubleshoot the mess. They have basically got themselves locked into rubbish contracts with their maintenance company Interserve. They are trying to use “ASTONS” instead ( at great financial cost ) but they are useless aswell. The bunch of clowns working at & running East Thames are basically incompetent. Whoever is making decisions and directing this shower, should be sacked. The whole organisation is a joke. The negative reviews are not a coincidence. They are accurate. Avoid this organisation at all cost. You will regret it if you don’t.
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