Every review we hold for the Newham office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotRUBBISH service
I am disabled and have to use my upstairs wet room but the shower is broken have reported it but no response so have to try and keep myself clean down stairs in the kitchen not very good when you have to prepare food in the sink .
Mick · 2 December 2022
Agent replied · 22 October 2024
Hi Mick, Thank you for the review and raising this with us. We're really sorry to hear that the service you have received has not been up to standards and you have not received a response to your report as this is not the type of service we would want to provide. So we can get these outstanding shower repairs booked in please can you make contact with us via lqdirect@lqgroup.org.uk using 'Trustpilot' as the subject line and one of our Team will be on hand to assist you.Many Thanks Customer Service Team
★★★★★ 4/5
TrustpilotDave (plumber) L&Q deserves more than 5…
Dave (plumber) L&Q deserves more than 5 stars. He was extremely polite, thorough, professional and understanding. I feel the people who (probably recieve alot of verbal abuse) need further support.
Rachel · 28 March 2024
Agent replied · 22 October 2024
Hi Rachel,Thank you so much for your fabulous review! It sounds like your recent visit went perfectly for you, and we're chuffed to hear Dave delivered an amazing service too.We really do appreciate you sharing your recent experience with us and we’re looking forward to helping you again…hopefully sometime soon🙂Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotIf I could it give zero, L&Q failure
If I could it give zero, I would. L&Q have neglected their tenants. Sewage left to flood properties.
Rollneck · 25 October 2024
Agent replied · 24 December 2024
Hi Rollneck,Thank you for taking the time to leave us a review and for sharing your feelings of dissatisfaction with us.We sincerely apologise if the service you received from us didn't quite meet your expectations, and we're truly sorry for the disappointment this has caused.We understand why having sewage in your home is a concern for you, and we would love the opportunity to further assist and make things right.To help us do so, please kindly email the details to our dedicated team at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject), and we'll be more than happy to investigate this matter further for you.Many Thanks,Customer Service Team
★★★★★ 5/5
TrustpilotVery happy L&Q Tenant since 1972
Have been a Tennant with l&q since 1972. Still in the same place. Repairs have ways been done other then the covid period when there a few delays. Social media team are brilliant as well and always respond to queries. Extremely happy with the housing service.
Marietta · 2 February 2023
Agent replied · 24 December 2024
Hi Marietta, What an amazing 5 star review! You've been with us for a long time and it's so great to hear that your so happy with the service you receive from us. We put our Customers at the heart of everything we do so glad this has shone through. We hope you have a lovely day and we're always here if you should need us. Many Thanks Customer Service Team
★★★★★ 5/5
TrustpilotGot a reply on my repair on same day I…
Got a reply on my repair on same day I reported it with appointment date excellent service
StephenSimmons · 5 November 2024
Agent replied · 22 October 2024
Hi Stephen,Thank you so much for sharing your experience with us.We truly appreciate your kind words and are thrilled to hear that you found our communication clear and helpful during the repair process. We always strive to keep our customers informed and updated at every stage, so it's fantastic to hear that this was your experience with us.A big thanks once again for your wonderful review, and we can't wait to assist you again in the future 😊Many Thanks,Customer Service Team
★★★★★ 2/5
TrustpilotThe person who did the repair arrived…
The person who did the repair arrived later than the agreed time, and I also think that the repair could have been better.
Anny · 1 August 2024
Agent replied · 22 October 2024
Hi Anny,Thank you for sharing your experience following a recent repair carried out in your home.We sincerely apologise if your overall experience wasn’t quite what you hoped for, and we would like to apologise for any inconvenience caused by the late arrival. We certainly understand and appreciate the frustration it causes when this happens, but rest assured we’ve taken onboard you feedback as it helps us to understand when things are going so well for our residents.Furthermore, we’re saddened to learn there’s some dissatisfaction with the quality of the repair, and we’d like you to know we’re more than happy to discuss your concerns in more detail as well as seeing if there’s anything further we can do to help put right what went wrong.Please feel free to email your details and concerns to us at lqdirect@lqgroup.org.uk (with ‘Trustpilot as the email subject) where it’ll be a pleasure to offer our help to you.Many ThanksCustomer Service Team
★★★★★ 1/5
GoogleTerrible experience. We overpay service charge every year and they never refund back!! I have been chasing them for weeks. Stay away from them.
Laura · 9 September 2025
★★★★★ 4/5
TrustpilotL&Q understands it's tenants/residents…
L&Q understands it's tenants/residents needs,expectation and tries to take initiatives to sort any problems and improvement in real time.
Mohammed · 30 September 2024
Agent replied · 22 October 2024
Hi Mohammed,Thank you so much for taking the time to share your thoughts with us.We very much appreciate your kind words and we're glad to hear that you feel heard and supported as a resident. We're passionate about providing a positive living experience for all our residents and we'll continue to work hard to meet your expectations.Many thanks again for your kind feedback, it's greatly appreciated, and we look forward to helping you again soon 😊Customer Service Team
★★★★★ 1/5
TrustpilotREPAIRS, MAINTENANCE, COMPLAINTS & UPGRADES
How can you deny my request or even refuse to consider my home for a bathroom or kitchen upgrade when you or those assigned by you have not conducted a survey to assess the condition of my bathroom or kitchen? I have not had a survey since my last upgrade approx 20 years ago. To intimate that I have to accept worn cupboards and mismatched work surfaces because of L&Q's budgeting considerations is your business not mine. You happily collect my rent and I have no arrears. L&Q sit on your hands in terms of the disgraceful conditions I am forced to live in. A vulnerable tenant!! I have been left with no alternative but to publicly shame you.The plasterwork in my upstairs landing is blown and impacted by water ingress from outside wall. The handrails my Social Worker instructed L&Q to fit in 2021 to my landing wall could not be fixed due to the weak, damaged and blown wall. The lack of handrail is compromising my mobility and safety. My living room wall plasterwork is blown, crumbling and walls riddled with damp and mould. The walls in my kitchen are crumbling and blown. The inaccessible guttering is blocked and allowing water to flood down walls instead of drains, which has penetrated internal kitchen walls. Your assigned complaints handler, surveyor and structural engineer have no sense of urgency in prioritising repairs on my home despite them being years overdue and me being a disabled and vulnerable tenant. I am forced to recover from recent extensive kidney surgery in untherapeutic conditions. The appointed complaints handler fails to communicate with me and my RFI with a deadline for 24th October 2022 was ignored despite me advising I would be contacting my MP, GP, Social Worker and Social affairs editors for The Guardian, BBC London, ITV London, Voice Newspaper and South London Press if communication wasn't made by that date. This date has passed. My MP already advocating on my behalf regarding my home has carried no weight so I am convinced public shaming is the only way to get traction regarding repairs to my home. I am now facing Winter months with damaged, crumbling internal walls with little protection from and exposed to outside elements and cold weather, in the midst of a cost of living crisis and extortionate energy costs. L&Q have shown themselves to have no respect or regard for the tenant by treating me with utter disdain. I am certain I am not alone in my experience. L&Q are no better than a slum landlord. The moniker "Social landlord" is an utter guise. Rent collected. Tenant forgotten. Totally bereft of duty of care. This is my experience and my reality. The OVERALL condition of my home is a sub standard disgrace. I feel UNSAFE and at risk.UPDATE - 04/11/2022I was forced to remove the names of the complaints handler and surveyor employed by L&Q, as L&Q who viewed my review complained to Trustpilot that it contained personal data of their employees. It is very apparent that L&Q are more concerned about protecting the reputation of themselves and their incompetent employees rather than fulfilling their role, responsibilities and obligations as a social landlord. They are able to respond to Truspilot regarding my unfavourable review within hours but routinely ignore me regarding the disgusting cesspit I am forced to reside in. Your priorities are duly checked and noted.
SIMONE · 5 November 2022
★★★★★ 1/5
TrustpilotComplete incompetence from the repairs…
Complete incompetence from the repairs department. You cannot speak to anyone and when you make a formal complaint you are blanked by the complaints department!
Jade · 18 June 2024
Agent replied · 22 October 2024
Hi Jade, Thank you for sharing your feelings in your review. We always do our upmost to help and we apologise if you've had a negative experience. We understand out complaints team has been in contact with your recently. We'd be more than willing to assist you further if you could please provide more information regarding anything that's outstanding. Please email the team at lqdirect@lqgroup.org.uk and it would be great if you use 'Trustpilot' as you subject header, we're sure we can help resolve things for you. Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotConsistency......talking to the same…
Consistency......talking to the same person ....being able to go through things ,not having to repeat myself time and time again
Pauline · 9 September 2024
Agent replied · 22 October 2024
Hi Pauline,Thank you so much for sharing your experience with us today 😊We're thrilled that you're happy with the service you received, and we truly appreciate you taking the time to share your review with us.We understand the importance of delivering consistent service and providing efficient support, and we're delighted that you've experienced this with us.Your kind review certainly helps us to understand the fantastic work our staff are doing to ensure our residents have the best possible experience. Rest assured, we'll continue working hard to maintain this level of service and we hope to be of further help again soon.Many Thanks,Customer Service Team
★★★★★ 5/5
Trustpilotreport a repair
I have reported a repair.Had a really helpful agent to sort out our problem.
György · 9 December 2024
Agent replied · 24 December 2024
Hi György, Thanks so much for your 5 star review! it's truly wonderful to hear such positive feedback about your experience with our service. Reviews like yours, mean the world to us. You've really made our day brighter! We aim to provide excellent service and it's great that we've acheived that for you. Many Thanks Customer Service Team
★★★★★ 4/5
TrustpilotThe engineer turned up in time
The engineer turned up in time, done a detailed check and was quite helpful when asked questions, great service.
Garmoot · 24 September 2024
Agent replied · 22 October 2024
Hi Garmoot Meeto,Thank you for leaving us a 4-star review!Your feedback is valuable to us, and we're glad to hear that the engineer provided you with a positive experience. We strive to ensure our residents receive excellent service, and we're happy to know that our engineer was helpful with your questions and has met your expectations.Many thanks again! 😊Customer Service Team
★★★★★ 1/5
GoogleI have called L&Q several times regarding 2 repairs first of all today i called at 2 pm spoken to a very rude lady she probably woken up did not intrested to help at all i had Ceiling leaked last yearWhich left a lot of stainsOn my kitchen ceiling and And my living room i have been calling them since last year had one visit they where they took pictured and suggest me to hgo upstairs and ask the people to report if they have a leak after that they didnt bother to get back to me they said its a long process u should do it your self i spend almost 1200£g got my kitchen and living painted i had to get the whole flat painted because it would look different today i spoke to rude lady she said o so got it it painted now you should call them people and ask them to come and check we cant fix this problem mean its not land Q problem if my rent get a day late they start sending me letters my window its been broken 4 years ago they didnt fix it i hope one of L&Q reponsible person read my review and sort out this for me i am goinh through alot of stress past few years one of the worse association very very disappointed
London · 26 October 2022
★★★★★ 1/5
Google@Fiona Fletcher-Smith who is Chief Executive at L&Q, you need to be hands on with L&Q properties. I have had issues since I moved to my Flat. Leak after Leak after bloody leak. Please share till it reaches FIona Fletcher-Smitt. I have never missed my rent but I believe London & Quadrant Housing Trust have broken there agreement with me I am sick and tired to call them. Can anyone help me on this matter. Thank you in advance for sharing.
Khadijah · 26 October 2022
★★★★★ 1/5
GoogleLondon and quadrant are a joke. We can see outside, downstairs and the sky all from the hallway. The crack starts from the front door and goes all the way up to the top flat and entire building. The load bearing wall is split horizontally and vertically and they send in the plasterers! Everyday you can hear the debris falling from the walls. When it rains the cupboard with the electricity meter is filled with water. Someone send help please before the building collaps or catches fire.
Natalie · 26 October 2022
★★★★★ 1/5
GoogleL&q are descusting, in the way they treat there clients. My main door to the building was left unsafe for 15 month 6 of which the door was wide open. This has lead to further damage to frame, door exterior wall and paving slabs. When they come out to do a job they make matters worse by trying to cut corners this has been detrimental to my mental health and has left me feeling unsafe within my own property, when they know I was moved here for safe guarding reasons and I have mental and physical needs.
Mark · 26 October 2022
★★★★★ 5/5
GoogleWhisper it, but I think L&Q customer service is improving!. I emailed them in 2019 about a non-urgent repair matter but COVID intervened so I did not pursue the case. I sent them a follow-up email and to my surprise, received a prompt response giving contact details of relevant dept. I rang the number and (another surprise) got through almost immediately. I initially got that sense of deja vu when the agent gave me the standard 'not us, gov' line but to her credit, she decided to look into the matter, and she did! I even got an appointment for the work, something that never happened in one contact in 17 years! Well done to Amy who took the call and dealt with it professionally, politely and competently. Long may this last.
A · 26 October 2022
★★★★★ 1/5
GoogleL&Q are by far the most incompetent and morally bankrupt organisation, I’ve ever had the misfortune of dealing with.
I purchased a shared ownership property and it it has been the worst decision of my life. It has been quite a culture shock the way Housing Associations like L&Q operate. Even as a shared owner with a mortgage, you pay rent on the share you don’t own, plus service charges and responsibilities for all repairs which all together is not too different financially to renting privately. However, despite the vast sums of money you pay, L&Q service standards are significantly lower (unacceptably so) than the service you would receive from a reputable private landlord. They act like you are not paying them to perform any services.
The fact they build developments with ‘poor doors’ with bleak decoration is morally bankrupt, it feels like a punishment, I’m not sure how they have concluded shared owners are unable to afford nice furnishings in common parts of blocks, as a shared owner in London you can earn up to £80K PA which hardly makes you poor, it’s hardly an incentive to staircase particularly when then total cost of a flat could be in excess of half a million pounds. It wouldn't be an attractive purchase on the open market to have such bleak interiors compared to the private ownership parts of the block.
What adds insult to injury is that residents in my block were advised they had similar access to services as private owners prior to purchase. We all enjoyed these services when we first moved in before we were obstructed from using them despite paying for them through our service charges. There sales team and marketing cannot be trusted at all.
Despite the significant reduction in services received my service charges have increased
by £1000 a year, with zero transparency or accountability.
It has become a second full time job to keep on top L&Q’s lies and incompetence.
L&Q are truly rotten to the core as the vast negative reviews demonstrate.
At this point they should be paying me to live in my flat.
David · 26 October 2022
★★★★★ 1/5
Googleby far the worst, ignores your house repairs, ignores your calls, puts you on hold for almost 2 hours then hangs up on you when its your turn which leaves u having to call all over again to report a problem, never rent a place from them all their houses are fast built and full of issues and very cheap material, ongoing leaks which they are not fixing which is causing loads of damps and mould in the apartment, flats are new and there is mice crawling underneath the carpets. They take your rent money but yet they hardly or refuse to fix issues in your house, do not ever go with them L&Q are the worst. The worst customer service too.
Abdullah · 26 October 2022
★★★★★ 3/5
GoogleIt’s alright.
I rented a studio through them and it was all good when it came to repairs and such. But when I needed to contact the property management for references, or to get my deposit back it’s been a nightmare. I still haven’t got the deposit back after two months. Whenever I call their number, and ask for a specific person, they either don’t recognize such person, or that person is unavailable, or they send me to a general query assistant that will hung up on me !
As for emails, they will take a thousand years to reply, if they even bother doing it.
Edit : after a couple months of trying to get hold of the right person, I did get my deposit back. It seems - from what I was told - that my propriety manager had moved in another department (or just left) and it was a difficult transition.
I initially put one star, but I changed to three because after all, I had a good studio at an amazing price.
Sarah · 26 October 2022
★★★★★ 4/5
TrustpilotGood apart from left timer off
Had boiler inspected but didn’t realise until the day after that he’d turn our hot water off at the timer ..
Deborah · 22 August 2024
Agent replied · 22 October 2024
Hi Deborah, Thank you for your feedback and for the 4 star review!We're pleased to hear that your gas safety check went well. We're sorry for any inconvenience caused by the oversight of the hot water timer being left off. If you need us for anything or have any other questions, please do get in touch. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotL&Q staff is negligent.
L&Q staff is negligent.Only the social media staff seems to pass on the concerns but nothing is done on the other side.
Mathilde · 5 August 2024
Agent replied · 22 October 2024
Hi Mathilde,We welcome your review and although you’re dissatisfied with the service received, we’d like you to know your comments are still very important to us.We’ve certainly taken onboard your dissatisfaction as we’re always looking at ways to further improve the services we deliver, and your feedback will certainly help us along the way in making those improvements.If of course there’s anything we can do to help with any outstanding concerns you have with us, please kindly let us know and we’ll be more than happy to offer further help to you We have a fabulous team here and you’re more than welcome to email us at any time at lqdirect@lqgroup.org uk. It’ll be most helpful too if ‘Trustpilot’ is used as your email subject when contacting us on this occasion.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotIt was difficult initially to get the…
It was difficult initially to get the adaptation to the survey stage. But after that, it all went well
JOSHUA · 23 September 2024
Agent replied · 22 October 2024
Hi Joshua,Thank you so much for giving us a 5-star rating! 😊We're glad to hear that the process went smoothly after the initial stage. We apologise for the delay in reaching the survey stage and any inconvenience it may have caused. We're always looking for ways to improve our services and we'll certainly take your comments into consideration.We appreciate you taking the time to share your experience with us, and we thank you once again for your feedback; it truly means a lot to us.Customer Service Team
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