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.
1/5
GoogleWorst agency ever. People don't respond and would ghost you for weeks. You would just be sending emails with no replies whatsoever and all their phone numbers are either not in service or they don't pick up. When you actually get to connect with somebody, they transfer your case to a completely different person who then asks you for your documents again and the whole process is repeated again. They're a headache to deal with and would never accept their misktake.
2/5
TrustpilotThe gentleman was absolutely pleasant
The gentleman was absolutely pleasant. Just that the work carried out to repair chip in the bath has undone itself and bath is stripping white paint. Would prefer a new bath.
Hi TeaPot cookfood,Thank you very much for taking the time to share your experience with us.We're pleased to hear you found the operative pleasant; it certainly makes us happy to hear this too.We're sorry to learn the repair didn't last, and we would love to offer further help and arrange for our operative to return to your home.If you're not already in touch with us, we kindly invite you to email your details to our dedicated team here, who will gladly help you with making the arrangements.We're reachable at lqdirect@lqgroup.org.uk, and it'll be most helpful if 'Trustpilot' is used as your email subject on this occasion.We hope to hear from you soon 🙂Many Thanks,Customer Service Team
1/5
TrustpilotThey need to sort the issue out . I am seeking Legal advice
They need to sort the problems in the beginning and listen to the tenant . These houses won’t stand the test of time . Poor workmanship poor communication . Employing bodgers
Hi Lorraine,Thank you for leaving us a review and for raising your concerns with us.We’re saddened to learn of your dissatisfaction and we apologise profusely for the disappointment you’ve experienced.If there’s anything further we can do to help, please do let us know, and we’ll be sure to do whatever we can.Our dedicated team here is reachable by email at lqdirect@lqgroup.org.uk, and we kindly request ‘Trustpilot’ is used as your email subject on this occasion.Feel free to reach out to us at any time and it'll be our pleasure to help.Many Thanks,Customer Service Team
5/5
TrustpilotVery helpful
Very helpful, friendly plasterer,kept our kitchen items safe and protected with plastic sheeting, really good work with the plastering and painting, also cleaned up properly afterwards, would definitely recommend him x
Hi Karen,Thank you for your amazing review! 😀Your positive feedback and kind words are incredibly valuable to us. We're truly delighted to hear that you were pleased with the plasterer's work, their friendly attitude, and their meticulous care in safeguarding your belongings, as well as ensuring that your home was left clean and tidy.Your recommendation for our operative is greatly appreciated, and we're certain he'll be over the moon to read your fantastic review too.Thank you once again!Customer Service Team
1/5
Googleyou pay services charges more and more every year for the service they didn't provide. They don't even reply to your emails, even their complaint department. Completely useless housing association. They are just taking your money.
1/5
TrustpilotThe service is just awful
The service is just awful ? Repairs take forever , repairmen are not polite always in a rush never do the job properly and ate always complaining about the company they work for
Hi Robia,Thank you for your review and for sharing your thoughts with us.We strive to provide a positive experience for all our resident’s and we’re very sorry if this isn’t the kind of service you’ve experienced with us.We’re committed to addressing your concerns and we’ll also use your review to help us to further improve the service we deliver too.To help us make it possible in addressing the issues as mentioned within your review, we kindly invite you to email the details to us at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) where we’ll gladly look into this matter further for you.Many ThanksCustomer Service Team
1/5
TrustpilotFor the last two years i have had…
For the last two years i have had problems with repairs been fixed in a reasonable manner. currently waiting 10 months for a leak from the roof to be fixed.
Hi Aminata,Thank you for sharing your thoughts and concerns with us.We always aim to provide timely and effective service to all of our residents, and we sincerely apologise that this has not been your experience. Rest assured, your feedback is important to us as we're always looking to improve our repair processes and ensure that our residents receive a much better service from us.Unfortunately, at this moment in time, we are experiencing delays with all roofing-related repairs. However, our maintenance team is working hard to address the issue as quickly and efficiently as possible.In the meantime, we're more than happy to look into the roof repair further and provide you with an update. To help us make this possible, we kindly invite you to email the details to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' in the subject line) where it'll be our pleasure to do this for you.Many Thanks,Customer Service Team
5/5
TrustpilotWhalley Manor
From start to finish, my experience has been exceptional. Emily, the Sales Consultant, consistently kept me informed at every stage of the process and went above and beyond to ensure everything went smoothly.
Hi Kate,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 name 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 ThanksCustomer Service Team
2/5
TrustpilotSlow process
Great experience viewing the flat, but very late sending over docs and kept me waiting 30mins to check ID in person, particularly annoying given the location in stratford and opening gours of 9-5 weekdays
Hi Vamsi, Thanks for taking the time to leave us a review. We're glad to hear that you enjoyed viewing the flat. We're sorry for the inconvenience caused by the time it took to check your ID. We have to be thorough with these processes.Our lettings team is dedicated and readily available to answer any questions of concerns you may have. Please feel free to reach out to us at anytime. Many Thanks Customer Service Team
5/5
TrustpilotAnswered in a few rings
Answered in a few rings, polite, explained exactly what was going to happen and a time frame when the service will be provided also very professional.
Hi Tina,Thank you so much for taking the time to leave us a review! 🙂We're chuffed to hear that you had a courteous and professional experience during your appointment. Providing this level of service is always our goal, and we appreciate you sharing your positive feedback with us.Your comments really help us recognise the amazing job our staff are doing when they visit our resident's homes.A big thanks once again, and please don't hesitate to reach out if there's anything else we can help you with.Customer Service Team
2/5
TrustpilotA new socket case was put up but did…
A new socket case was put up but did not align with the previous casing, after completing the task no cleaning up of mess was carried of by maintenance operative
Hi Yazzie,Thank you for your review and for sharing your recent experience with us.We're very sorry to hear that the quality of work on the socket has caused dissatisfaction and that our operative left some mess behind. This is not the standard of service we aim to provide, and we apologise for the inconvenience this has caused.We're here to help, and if there is anything we can do to make things right, please let us know. You can reach us by email at lqdirect@lqgroup.org.uk. When emailing us, please can you kindly use "Trustpilot" as your email subject. Feel free to reach out at any time and it'll be our pleasure to help you.Many Thanks,Customer Service Team
1/5
GoogleThey is absolutely rubbish my friend disabeled women wait 3 years to repairs her windows all rain come in,she call them every week and nothing comming takes photos.But now is more bad her house toilet and sink is blocked and give her appoitment for 24 january 2024 and this is soon one.I ask the stupit agent how many times you go to the tiolet?how disabeled women can stay without going till that day .She need help
5/5
TrustpilotThe way my email was dealt with
The way my email was dealt with. It was very prompt, although the contractors who work for L&Q are very slow in dealing with the repairs
Hi Catherine,Thank you so much for rating your experience so highly! 🙂Your feedback is valuable to us, and we're glad to hear that our response to your email was prompt. We understand that repairs can be frustrating when they aren't handled as quickly as we would like, and we'll continue working with our contractors to ensure they provide a timely service.A big thanks from us again, and please let us know if we can be of further help or assistance.Customer Service Team
5/5
TrustpilotActually came on first visit which has…
Actually came on first visit which has never happened before. In the past they have made appointment, not come and then told L&Q they couldn't gain access, nonsense. But good this year.
Hi Michelle,Thank you so much for the 5 stars 😊 We really appreciate it and truly happy to read this. Many Thanks Customer Service Team
5/5
TrustpilotPrompt action and follow up online account
Prompt action and follow up in assisting me set up my online account.
1/5
GoogleHorribly rude staff, unhelpful, useless, we called them for a single question, not complicated at all, and got treated like garbage.
4/5
TrustpilotRepairs
Jobs that are safety based are always carried out.ive had several repairs recently to report and get frustrated that due to me working it's difficult to arrange these for when I'm home
Hi Dawn,Thank you very much for leaving us a 4-star review!It’s great to hear you always receive a good service with jobs around safety concerns, it’s also reassuring for us to hear this too. We understand your frustration with scheduling repairs around your work schedule. We strive to make the repair process as convenient as possible for our residents and we understand our working hours may not be suitable for everyone. Whilst we appreciate the difficulties this causes, rest assured we’ve taken onboard your feedback and hopefully we can explore ways to improve our scheduling options in the future.Many thanks again Dawn, and feel free to let us know if there’s anything further we can do for you 😊Customer Service Team
1/5
TrustpilotJust turned up lucky I was in
Just turned up lucky I was in . Polite professional gentleman. Shame about the communication with l and q aD their tenants . Still waiting on a call back about existing repairs
Hi Justin,We value your feedback, and we thank you for taking the time to share your thoughts with us too. We're saddened to hear regarding lack of communication, but at the same time we appreciate why this would be disappointing for you. You can let us know more regarding existing repairs by reaching out to us and it'll be our utmost pleasure to do our best for you. We have an amazing team here who are reachable at lqdirect@lqgroup.org.uk and we kindly request 'Trustpilot' is used as your email subject when contacting us on this occasion. Many Thanks Customer Service Team
1/5
GoogleL&Q are parking g all their vans in Stratford village streets, preventing normal vehicle users from parking. They apply answer the phone to tenants.
3/5
TrustpilotThe engineer was very efficient
The engineer was quick, polite and efficient. The only reason I took stars off is because this was the second appointment and the previous one was cancelled with only 1½hrs notice.
Hi M.Lewis, Thanks for leaving us a review. It's great to hear that the engineer was polite and efficient! We're disappointed to have lost stars due to the cancellation of your previous appointment at short notice and can understand your frustrations. We truly appreciate your understanding and are committed to improving in this area.Many Thanks Customer Service Team
1/5
GoogleI have had outstanding maintenance problems which were left for over 2 years. As a result of this i now have damp in my bathroom which was fully renovated 3 years ago. My downstairs neighbour also has a pump for her wetroom which is loud and wakes me up in the early hours of the morning despite being double glazed. L&Q haven't actioned any investigation to my last chase email with was 6 weeks ago. Noone cares here.
5/5
TrustpilotA great experience for first time moving
A great experience and gave up a lot of time to work together to collect our documents and also collaborated with us so the move was easy and quick. Highly recommend.
Hi Customer,Thank you very much for your amazing 5-star review!We’ve loved hearing about your journey with us and we can’t thank you enough for your kind words. We're thrilled to hear you had a positive experience and we appreciate you taking the time to let us know too. We’re passionate about the service we deliver, and we always strive to make every move as smooth and efficient as possible, so we're super pleased our efforts made a difference for you.Wishing you all the best and every happiness in your new home! 😊Many ThanksCustomer Service Team
1/5
TrustpilotSlow Response timing.
Slow Response timing.Very standardised ineffective responses. Very little effort to think outside the box and try to understand the root cause of the issue.Poor understanding and lack of sense of priority.
Hi D.M,Thank you for taking the time to leave us a review and for expressing your feelings with us.It saddens us to learn you’ve had a disappointing experience, and we apologise if you feel we haven’t provided you with the help and support you hoped to receive from us. We understand your frustration when this happens and we’re sorry if our efforts fell short of your expectations.Although you appear dissatisfied with the service from us, we’d like you to know we still value your feedback and will use it to improve our processes. In the meantime, if there’s anything we can do for you now, please do let us know and it’ll be our pleasure to help wherever we can. We have an amazing team here and we’re reachable by email at lqdirect@lqgroup.org.uk. It’ll be most helpful if ‘Trustpilot’ is used as your email subject when contacting us in this way. Feel free to reach out to us at any time - it’ll be great to hear from you.Many ThanksCustomer Service Team
1/5
TrustpilotL&Q is a mess
My mother is left 7days with her boiler not working. No hot water and heating. She is blind and aged woman l&q is a mess. Disgusting
Hi Ahmed,Thank you so much for your review and for sharing your concerns with us.We’re also sorry to hear a problem has arisen with your mother's boiler, and we understand why this is a worry for you, especially with your mother's vulnerability as well as being the time of year when we rely on our heating the most.As you may already be aware, the loss of heating and hot water is always dealt with as a priority. However, sometimes delays can occur if parts are needed before boilers can be restored to their full potential. Regrettably, this is beyond our control, but we’ll always endeavor to work with our contractors to restore supplies at the very earliest opportunity. During this time, temporary heating will be left by our contractor, and we sincerely hope this has been the case for your mother.It will, of course, be our pleasure to help and look into this matter further for you. To help us achieve this, we kindly invite you to email the details to us.Our email address to reach us on is contact@lqgroup.org.uk, and we kindly request 'Trustpilot' is used as your email subject on this occasion.We look forward to hearing from you soon and working with you to resolve this matter.Many Thanks,Customer Service Team
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