Every review we hold for the Newham office, from every platform, shown as written. First names only.
★★★★★ 3/5
TrustpilotWork was good but too many delays
Would have been nice if this was done when it should have been originally, then I wouldn’t have ended up with a new kitchen with trunking running round the room. Additionally it would have been better to have independent controls instead of one controller for both windows.
Paul · 21 September 2024
Agent replied · 22 October 2024
Hi Paul,Thank you for sharing your recent experiences with us. We're sorry to hear that you were not entirely happy with the service you received, and we apologise for any dissatisfaction this may have caused.We understand your concerns regarding the trunking and the single controller for both windows, and we appreciate you bringing this to our attention. After further investigation, we can confirm that the installation was carried out as agreed with our maintenance supervisor and in line with the quote provided by our contractor. However, your feedback is greatly valuable to us, and we will certainly take it into consideration for future projects.If there is anything else we can assist you with, please don't hesitate to reach out. Our team is here to help, and you can contact us via email at lqdirect@lqgroup.org.uk with 'Trustpilot' as the email subject.Many ThanksCustomer Service Team
★★★★★ 4/5
TrustpilotL&Q. A rising standard.
I have experienced a much improved response when dealing with L&Q. In the past specific complaints/concerns about conditions of property, safety issues and prolonged periods waiting for some action to take place but never happen! Now the response I get feels urgent. L&Q are now a rising standard.
Emmanuelle · 4 September 2024
Agent replied · 22 October 2024
Hi Emmanuelle,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
★★★★★ 4/5
TrustpilotThe first appointment was cancelled on…
The first appointment was cancelled on the day by text and I had taken the day off work. The second appointment was for the morning and again was changed - to the afternoon. I had to call them to insist the engineer had to be here and done by 2pm as I had an appointment in town- the work itself was without fault
Michael · 9 November 2023
Agent replied · 22 October 2024
Hi Michael,Thank you so much for your review!We welcome your review, and we sincerely apologise for the changes with your appointment. We appreciate this would be annoying and we really hope it didn't cause you too much of an inconvenience.We're pleased the engineer eventually arrived and you're happy with the completed works. This is great news and reassuring for us to hear too.Thank you once again for sharing your recent experience, it’s much appreciated 🙂Customer Service Team
★★★★★ 1/5
TrustpilotRubbish company when i made insurance…
Rubbish company when i made insurance claims it was such hard work. Now service charges they refuse to pay me and owe me thousands. I bitterly regret buying shared ownership as it's a con and still living in the same house.
Mary · 17 December 2024
Agent replied · 24 December 2024
Hi Mary,Thank you for your review!We're sorry to hear about your difficulties with an insurance claim and the outcome of your service charge enquiry. We aim to make our processes easy and we apologise for any inconvenience you experienced. Your feedback is valuable to us as we work to improve our services.If you have any further questions or concerns, please don't hesitate to contact us. You can reach us via email at contact@lqgroup.org.uk, and please mention 'Trustpilot' in the subject line.We're here to help and we'll be sure to do our best for you.Many Thanks,Customer Service Team
★★★★★ 4/5
TrustpilotHopefully a satisfactory conclusion within 24 hes
The repairs rep I spoke to was polite and helpful. She asked relevant questions to make sure she got the correct repair people and explained what I had to do as well. Hopefully the repair will be completed within 24 hours of my request.
Pauline · 1 November 2024
Agent replied · 24 December 2024
Hi Pauline, Thanks for leaving us a 4 star review 😊We're glad to know that the advisor you spoke with was courteous, supportive, and asked the right questions to make sure the correct team is scheduled to assist you. We hope the repairs go smoothly, and if you need any further assistance, please do reach out. Many Thanks Customer Service Team
★★★★★ 1/5
GoogleWorst company. Property managers are useless and don’t respond. Have hand an ongoing ASB issue for more than a year and they have not done anything about it apart from drag the situation on and do nothing despite me telling them it’s affecting my mental health. They ignore emails when they don’t have the answers. Their new build properties have poor insulation and they try lie about it to make it seem like you’re going crazy.
Avoid at all costs they’ve even sold of their PRSO stock to Metra Living. It’s not worth it.
Rianna · 26 August 2024
★★★★★ 1/5
GoogleNot one to leave reviews, but I'd give them zero stars if possible.
Extremely frustrating being messed around after being told one date, then delaying to another because the property was not ready in time - not to mention very costly as we had to pay for additional accommodation, living costs, and rearranging plans.
The team were STILL not able to confirm whether we could move in until less than 24 hours beforehand. Giving us such short notice it has all been very last minute and disorganised from Metra Living / L&Q.
Then - once we did move in, our hob did not work because the electrician L&Q / Metra Living contracted did not wire it in correctly.
AND to add - we moved into a 2 bed flat, but they only gave us 1 fob between us. We're over 2 weeks after moving in and still no update from Metra Living / L&Q.
Incredibly poor all round.
Dinesh · 26 August 2024
★★★★★ 1/5
TrustpilotOnce again I am forced to expose these…
Once again I am forced to expose these slum landlords. I have been dealing with raw sewage in my home, from other flats, for 9+ years now. Due to London and quadrant incompetence, and the fact they use substandard subcontractors to bodge all their work. After many years of having raw sewage on my balcony. L&Q had the sewage pipe replaced. Couple of weeks ago, that newly fitted pipe collapsed onto my balcony, decapitated my 15 + years old yucca plant, and spread sewage across my balcony. Soon later, after warnings about the open sewer above my balcony, the resident flushed the toilet, as they were not made aware that their sewage system was completely unconnected to the underground system. The entire contents of her toilet came directly onto my balcony, along with what was already in the pipe. To say it was disgusting, is an understatement. L&Q sent an extreme cleaning service out, without any protective clothing. They cleaned the balcony and left. Then a plumbing company was sent out to scaffold the balcony, and fit the entire top section of the sewage pipe. My son was there to let them in. They proceed to tell my son that they couldn't be bothered to put the scaffolding up, and instead opted to use only a ladder. The result was, without a stable platform to work off. The pipe is now extremely crooked, and looks unsafe. If it fell on someone, it could kill you. My balcony has been again covered in raw sewage. The workmen then asked my son to lie, and tell L&Q that they had erected the scaffolding. Basically asking my son, a stranger to them, to commit fraud, regarding a job that they hadn't been done for his dad. I kid you not. Now 'apparently' there is no job report, and the plumbers have invoiced L&Q for the scaffolding 🤣. I know this because I have a job order, and customer services relayed the information to me, on a recorded call. I know I'm not alone in this housing abuse, and that others are badly affected. L&Q will come on here, and pretend to care, which is complete nonsense. I urge you to contact a solicitor, and fight for your rights against these slum landlords. 1000s of people are currently going through similar experiences. A class action lawsuit would wake them up. This is way beyond negligence. 9+ years of raw sewage is an absolute assault on my health and safety. I've already been ill multiple times because of these incompetent, unprofessionals. I've developed phobias, stress, anxiety, depression. A very serious mistrust of anything L&Q. It's very wrong.
Wilson · 21 March 2022
Agent replied · 22 October 2024
Hi Wilson,I'm sorry to hear you've had ongoing maintenance issues in your home and the affect this is having on your health. We take these reports very seriously. This is not the type of service we would expect from our subcontractors. I can see this is currently being investigated by our Complaints Team and we are liaising with you directly. We will continue to be in contact so we can get these issues resolved as soon as possible. If you have any other information that you can provide please can you email your details to us at lqdirect@lqgroup.org.uk so we can add this to any ongoing complaint. We recommend 'Trustpilot' is in the subject line on your email too as this would really help. Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotFor some reason I'm still expected to…
For some reason I'm still expected to listen to every footstep from the woman in flat 5 beneath me, the partner of the resident ...on top of their newborn baby crying... which will increase over time and replace their late night noise antics! So I can look forward to hearing a small child running around their home in this building of one bedroom flats... in the years to come.2-wks after I had a major operation I was forced to sleep in my living room because of their late night noise and in the last week I was woken up out of my sleep gone 1:20a.m. by her having a loud conversation, with her phone on loudspeaker at the top volume.They think they are the only ones occupying this building, they should be put to live in a building on their own away from everyone else. No one hears me walking around my home and I don't have the ability to levitate. I don't slam doors, have late night guests or keep late night noise ...but still I have to tolerate it from them.At 2:25p.m. today check your cameras and see him leave his flat ... how do I know this from my home that doesn't face the front of this building so I can't see who enters/leaves.... is because I can hear him slamming doors exiting. His partner and baby are still here because I can hear her walking around and the child crying.
Blackbutterflai · 24 August 2024
★★★★★ 5/5
TrustpilotWhenever I need help I go to chat to…
Whenever I need help I go to chat to talk because my English makes it easier to communicate, and I am always well attended to by L&Q employees, congratulations on your impeccable work. Thank you for always helping me and resolving problems easily
Karina · 11 November 2024
Agent replied · 24 December 2024
Hi Karina,Thank you very much for your fabulous review! 😊We're delighted to hear that you're loving our webchat service, they truly are a great team. We're thrilled they're on hand to help you resolve any problems easily, and it certainly makes us proud to know they're doing a fantastic job for our residents too.A massive thanks again for your amazing review . Your feedback means the world to us, and we look forward to helping you again soon.Customer Service Team
★★★★★ 4/5
TrustpilotLease extension team have been amazing
Lease extension team have been amazing. Despite my lack of confidence and disappointment in them from a property management perspective, the leaae extension team have been incredibly helpful, professional and taken initiative to ensure the process has been progressed and that my inefficient solicitors were held to account.
Danielle · 21 August 2024
Agent replied · 22 October 2024
Hi Danielle,Thank you very much for rating your experience with 4-stars 🙂Your feedback means so much to us and it's wonderful to hear our lease extension team were able to provide you with such a positive experience, especially during what can be a stressful process.We’re passionate about the service we deliver, and we’re glad the lease extension team was able to make a difference for you.Once again, a huge thank you for your review, it’s greatly appreciated and we hope to be of assistance again soon.Customer Service Team
★★★★★ 1/5
TrustpilotJust got a email back from L&Q regards…
Just got a email back from L&Q regards my back fences panels which I paid for I cannot put them up because I am wheelchair bound I ask L&Q if they can put them up for me but the answer was NO this makes there claims on there website " that we are committed to our disabled tenants " why a load of old bull they told me to get onto Age UK and ask them to put it up ,now my back garden is now open to all and me at risk I think the word discriminating against disabled tenants comes to mind ,shame on you L&Q.
Mick · 3 March 2022
Agent replied · 22 October 2024
Hi Mick,Thank you for your review.We appreciate you sharing your concerns with us and we're sorry to hear you're unhappy with our decision not to install the new fence panels you've recently purchased.We hear your disappointment and we would like to make you aware that we can still carry our fencing repairs for you. This is providing the fence in question borders a communal garden where more than one resident has access to the same garden. We'll also repair boundary fences on individual gardens and by this we mean fencing and gates which separate the garden from a public area. Unfortunately diving fences which separates your own garden from your neighbours garden would be the responsibility of our residents to repair or replace as needed.If your fence is a boundary fence and not deemed as a dividing fence, please let us know and we'll look into this further for you. Unfortunately we do not offer a handy person service to install fence panels purchased by our residents, but we appreciate the difficulties you could encounter trying to do this yourself,. However, we can help by providing some suggestions of other organisations who can provide a handyperson service to do this for you.This is by no means meant to make you feel as though we're discriminating our residents, we're just working inline with our repairs policy and the terms and conditions as set out in your tenancy agreement.We're here to help you and if you have any further questions, please contact us and it'll be our pleasure to do so.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotCheck your CCTV around noon today you…
Check your CCTV around noon today you will see the resident at flat 5 smoking outside this building because he's no longer doing so in his home... as there's a newborn baby that I now have to listen crying, on top of his existing noise! So evidently I'll have more sleepless nights to come, just like I had with his late night antisocial behaviour across MONTHS which had to be reported to the local council and police.18 Aug.. 1:20 am and I have just been woken up by the female voice in flat 5 talking loudly to someone on her mobile phone in a foreign language ...on loudspeaker ..and that's on top of her heavy footsteps from room to room and clanging around in the kitchen!! NO REGARD FOR THE REST OF US LIVING HERE.. AGAIN!
Blackbutterflai · 18 August 2024
★★★★★ 1/5
TrustpilotL&Q not up to the job
L&Q are still money orientated and have no interest in its tenants ,they expert there rent on time but cannot respond to any repairs request of any inquires L&Q just treats it's tenants as cash machines .L&Q just do what you are expected to do under the housing Act .
Mick · 12 July 2024
Agent replied · 22 October 2024
Hi Mick, We're genuinely sorry to hear that you're feeling this way. We truly care about all our residents and we certainly don't view anyone as just a source of income. If there are any specific issues or grievances that you're facing, we encourage you to reach out to us directly. You can email us at lqdirect@lqgroup.org.uk with 'Trustpilot' in the subject line. We've got a dedicated and efficient team ready to help resolve any issues you might have. We value your comments and your satisfaction is our priority. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotTook 2 years to fix a gutter
Took 2 years to fix a gutter. But they now found a fault with a different gutter. Put scaffolding up 3 months ago and haven't come back to actually fix the issue. Every dealing with them is long, laborious and stressful, to the point I give up.
Jack · 30 August 2024
Agent replied · 22 October 2024
Hi Jack,Thank you for your review and for bringing this matter to our attention.We understand your frustration with the extended timeframe and ongoing issues with the gutters, and we apologise for the continued delay in fully resolving the problem.We'll be sure to follow up the repair with our maintenance team to find the cause of the delay, and hopefully have a more definitive answer as to when we can expect further progress.We sincerely hope this helps, but if you have any further questions, please let us know by email at lqdirect@lqgroup.org.uk (with ‘Trustpilot as your email subject) where it'll be our pleasure to help.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotPoor maintenance support and respect for tenants rights and welfare
I am really tired of lack of communication with update on my maintenance work in the property. I had a scoff hold put up on the property since last September and no explanation when roof will be fixed so it can be removed despite been told several times by your roofer that proper is unsafe and nothing seems to be done.Had my kitchen so called renewed before Christmas and they made a mess of the job and I have lost cupboard space and smaller sink that I cannot do much with my family though I was told it would be like for like.Awaiting window fixture in living room since summer 2021.Broken tiles in bathroom, asbestos test done in September 21 no further update. Huge concerns from the redeveloped of n0 87 which affect me with damages and lack of privacy in my garden for neatly 3 years mow.I am really fed and intend to pursue with actions on the matters.
Marvalyn · 9 February 2022
Agent replied · 24 December 2024
Hi Marvalyn,Your review is really important to us and we would like to thank you for taking the time to bring your concerns to our attention.We’re saddened to hear some repairs in your home are still waiting to be done. We understand this may be frustrating for you and we sympathise with you for any inconvenience this is causing too.We’re confident a resolution can be achieved and we would love to hear from you to help us make it possible.Please kindly email your details to us (with 'Trustpilot' as your subject) at lqdirect@lqgroup.org.uk and we’ll be more than happy to discuss your concerns in more detail with you.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotAnother late night you expect me and…
Another late night you expect me and others to listen to the male resident of flat 5 socialising in his bedroom - under mine - with the pregnant American woman who talks loudly by default and walks across his floors so I hear every step. This is after them clanging dishes around at 11:20p.m. from his kitchen, also heard from my bedroom.Thanks L&Q, just what I need on top of perimenopause symptoms and having work in the morning to pay you my rent! And that's on top of everything you've allowed him to get away with historically FOR YEARS. Thanks!Why don't you put a sound recording right by his door and inform him as such...and you only have cameras at the ground floor level, put one on the 1st floor also and charge it to him alone.And when another flat becomes available, move me away from him and his ongoing selfish inconsideration! Just like you did for the resident now living at flat 6 - was 4.
Blackbutterflai · 7 August 2024
★★★★★ 3/5
TrustpilotI am quite stressed as my kitchen…
I am quite stressed as my kitchen repair/renewal has not been fully resolved after almost one year and clear communication has been very poor which involves constant chasing up from my path which is quite draining. Quite disappointed from the response today that there is still no conformation as to when all the outstanding work will be done, however quite pleased with the advisor who responded to my query today and appears helpful and understanding.
Marvalyn · 25 August 2022
Agent replied · 24 December 2024
Hi Marvalyn,Thank you so much for your review!We're so saddened to hear you're feeling stressed, but we understand your reasons for feeling this way.We sincerely apologise if you feel our services have failed to meet your expectations, but we appreciate not knowing when your kitchen repairs will be done is upsetting for you.We're glad to hear you've been in touch as it's important to us to know when things are not going quite right. We hear your disappointment and we’ll certainly log your feedback for you too.We’re more than happy to further look into the outstanding repairs to your kitchen and hopefully we’ll be able to give you more of an idea on when to expect the works to commence. To help us make it possible, please can you email your details to us at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as the subject) and it’ll be our pleasure to do our best for you.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotAlways polite and helpful even on the gloomiest of days.
As always the helpfulness of the people taking your call is top class. I was having problems getting my breath due to ill health and the lady on the phone showed amazing patience and calmness. I have never had a bad conversation with L&Q.
Glenn · 1 October 2024
Agent replied · 22 October 2024
Hi Darchy Midiman,Thank you so much for leaving us another amazing review! 😊We're overwhelmed by your fabulous review and we're glad to hear about the positive experience you had with our team. It truly is wonderful to know that our staff was able to provide you with the support and understanding you needed during a difficult time.We strive to offer exceptional customer service, and we're so proud to hear that our commitment to helping our customers and residents is reflected in your experience too.Once again, a huge thanks for sharing this with us, and we very much look forward to helping you again soon.Customer Service Team
★★★★★ 1/5
GoogleThis is the worst company ever. They are non responsive and take no responsibility. You can raise an issue 50 times and they do not care. The response will always be, have you spoken to your neighbours? Until you get fed up and sort the problem alone with a massive bill to cover! They are a waste of money. Needless to say that all the service charges are a waste. They do not do anything with it, place is always dirty, grass overgrown, walls falling apart.
Ferrdi · 27 July 2024
★★★★★ 5/5
TrustpilotThe gas engineer sent was very polite
The gas engineer sent was very polite, cleaned after doing his checks leaving every as it was before. When he finished checking everything, he told me everything was good and that I will receive the paperwork through the post. Which I did about a week later.
Faruk · 24 August 2024
Agent replied · 22 October 2024
Hi Faruk,Thank you so much for your review!😊We appreciate you taking the time to share your experience with us and we're glad to hear that the gas engineer was polite and cleaned up after himself. We work hard with our contractors to provide our residents with a positive experience, and we're happy to hear that you were satisfied with the service you've recently received from them too.Once again, a huge thanks for your amazing feedback and we hope to be of help again soon.Many ThanksCustomer Service Team
★★★★★ 1/5
GoogleAwful landlord who do nothing to help residents
Gary · 11 August 2026
★★★★★ 1/5
TrustpilotWould give no stars
Would give no stars. Replaced water tank since then I had the same issue 3 times of a leak. Repair done 25/12/2025 did even last 24 hours leaking agian.Now have to wait until 10/01/2026.They are cowboys only interested in money.
Dear · 26 November 2024
Agent replied · 22 October 2024
Hi Mr. Tomlin,Thank you for taking the time to leave us a review, and we're truly sorry to learn of your dissatisfaction with us.We understand and appreciate your frustration with our scheduling process for repairs and for the length of time expected to wait until your first appointment. We'll be sure to take your feedback into consideration as we're always looking to continue improving our services, and your feedback will certainly help us along the way.Currently, our procedure for manageable leaks would be to offer the first available appointment at the time of making us aware of the problem. Of course, if the situation changes whereby the leak is no longer containable, please do let us know, and we'll be more than happy to advise further.When attending your home, our operative will also carry out the repair if this is a viable option at the time. We appreciate that this may not always be the case as new materials may be needed, which will result in a return visit. However, it is possible that a temporary fix could be achieved to help you manage the situation.We sincerely hope explaining this is helpful to you, and we're always here and willing to answer any further questions you may have.Our dedicated team can be reached by email at lqdirect@lqgroup.org.uk, and we kindly request 'Trustpilot' is mentioned in the subject line of your email too.Feel free to contact us at any time, and it'll be our pleasure to help 🙂Many Thanks,Customer Service Team
★★★★★ 3/5
TrustpilotMixed satisfaction
Your caller centre staff are professional and helpful. Repairs and Tenancy matter are not dealt with efficiently and Tenants have to keep chasing matters up. This is both time consuming and frustrating.Communication and updates on why repairs are not carried out on time would be useful. More Saturday appointments need to be available and timescales for appointments and repairs need to be reduced.
KARENE · 5 September 2023
Agent replied · 22 October 2024
Hi Karene Harmon, Thank you for raising your feedback this is important to us. We're pleased that you find our Customer Service Centre professional and helpful. When you report repairs to us we aim to get them carried out at the soonest possible appointment based on the urgency of the repairs required. We take on your feedback regarding the Saturday appointments although this is is not currently available we are always looking at ways of improving our service so we'll be sure to raise this as feedback. We'd be keen to help resolve any outstanding issues for you. Please email lqdirect@lqgroup.org.uk and if you could use 'Trustpilot' as you subject header this would really help. Many Thanks Customer Service Team
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