Every review we hold for the Sidcup office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotOnce again I have been fobbed off by…
Once again I have been fobbed off by l&quadrant, they told me to wait for a reply for 10 days ,I did that and no reply, in the tenency agreement l&quadrant have to keep up with the repairs when it is there responsibility, which they have broken ,all I want is my four fence panels on rd side replaced and a date that the work will be carried out,I am now considering seeking legal advise as this has been going on for over a year now ,I am a disabled woman in a wheelchair, I feel very vulnerable as anyone can walk into my back garden.
June · 26 April 2024
Agent replied · 11 June 2024
Hi June,Thank you so much for taking the time to bring this matter back to our attention and once again we offer our sincere apology for the continued delay in completing the fence repairs for you.Having investigate this matter further, we're awaiting further information from our neighbourhood team and from our area surveyor. Rest assured we're chasing the information on a regular basis, and we hope to be able to share further details with you soon.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotUnsafe and unhealthy / inhabitable rental property
L&Q could improve by responding timely, with appropriate contractors, and communicating to the tenant which contractor is responsible for what works are to be completed to aid transparency. Timelines for completion of work should also be outlined. The current issues have been ongoing since check in and total to over three months without resolution including multiple exterior doors which do not lock fully and an ongoing black mould issue which hasn't been resolved - a HUGE safety and health issue. This is not acceptable, and I question if even legal
· 26 April 2024
Agent replied · 11 June 2024
Hi,We welcome your feedback, and we thank you for sharing your feelings of dissatisfaction with us.It saddens us to learn that you’re unhappy with our repair service and we sincerely apologise for the continued delay with your repairs, and furthermore for failing to meet your expectations on this occasion.We’d love the opportunity to help with your repairs and to investigate the cause of the delay as well as providing you with an update.To help us make it possible we kindly invite you to email the details to us at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) where one of our advisors will be willing to further assist you with each of the outstanding repairs.Many ThanksCustomer Service Team
★★★★★ 4/5
TrustpilotAnd the saga continues
And the sage continues, woke up to a very wet sink init and floor mopped up and rang as I cannot turn the water off due to no stopcock .After so many attempts finally got through to someone and was told that this live leak would be attended to on 24/07/24 it’s now April 25th so I guess I had better build an ark .Just learned that despite me offering to get a plumber in and bill them they would not repay so it’s getting closer to do your own repairs !I was as always polite on the phone and have just learned via X that I have been left negative feedback , for what I’m unclear but could be because I asked for service perhaps ?You count for nothing with this organisation and I cannot live with a leak for 3 months LQ were brilliant once and now it’s no longer a charity seems obvious what is important to them Still have outstanding repairs from Jan 24 ( that was going to take 10 days ) No excuse for this at all and I will have no choice but to get this repaired and fast Update Credit when it’s due and this issue has been resolved within 24 hours and for this I thank LQ staff for their handling .Many thanks
Mr · 25 April 2024
Agent replied · 11 June 2024
Hi David.We 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 hasn’t quite met your expectations, and we apologise profusely for the disappointment this has caused.We’ve had the opportunity to further investigate this matter and we understand this has now been resolved and an earlier appointment has since been offered to you.We sincerely hope the new appointment is helpful and you’re happy with the outcome too.Further to your comment on X we understand there has been a misunderstanding. The negative feedback was made on your behalf, and it was by no means negative feedback about your good self. When our residents are unhappy with our processes or procedures, we’re obliged to share their dissatisfaction and we do this by registering negative feedback for you. Therefore, on this occasion negative feedback was left due to the length of time expected to wait for a plumber to attend.We also hope this helps to clear up any misunderstanding and we apologise to you for any upset this happened to cause you at the time.In the meantime, if there’s anything further we can help you with, please do let us know and it’ll be our pleasure to our help and assistance.Contact is welcome by email at lqdirect@lqgroup.org.uk and we kindly request ‘Trustpilot’ is used as your email subject.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotComplaint handlers do not deal with complaints properly
When I reported the problem to L&Q as a complaint, the complaint handler said that they had not raised the job so would not be able to do anything about the problem and I was to report it to the repairs line. I do not think companies working with L&Q just send out unnecessary appointments or are even allowed to do that so what the complaint handler said made absolutely no sense, easy just to 'pass the buck' to let others deal with it. This is not the first time complaint handlers fail to address issues adequately.
Tas · 25 April 2024
Agent replied · 11 June 2024
Hi Tas,Thank you for taking time to leave us another review.We're not entirely sure what's happened here, it certainly isn’t the kind of service we expect from our staff and we’re very sorry to learn it was a frustrating and disappointing experience for you.We'd very much love to have the opportunity to gain a better understanding of the problem and help you in finding a resolution.Please can you kindly email the details to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where one of our helpful advisors will be happy to offer their help and assistance with this matter.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotMy repair has not been fixed I have…
My repair has not been fixed I have been waiting over 3 months for I have been left without a handle on my back door so I me or my children can not access the garden I have been repeatedly ignored and brushed off. No one has contacted me regarding my repair. Or even attempted to come out an fix my handle it is a fire hazard and a health & safety risk I have sent 4 email complaints and raised it to a stage 4 and STILL BEEN IGNORED
Nicki · 24 April 2024
Agent replied · 11 June 2024
Hi Nicki,We’re extremely sorry the repair is taking much longer than you hoped for, we can see why this would be disappointing for you and we apologise profusely if we haven’t fulfilled your expectations.We’ve had the opportunity to investigate this matter further and we understand our contractor has been out to the property and assessed the works needed. However, following their visit we had to allow our contractor time to submit their quotation to us and once the quotation is received, we then submit this information to our panel for approval. Sadly, this part of the process can take time which incidentally has had an impact in the works being delayed.Good news is the quote has since been authorised and our contractor is now in a position to return to your home and complete the repair.With this mind, we’ll be chasing the contractor today and we hope you’ll also receive contact from them very soon with an appointment date arranged.We sincerely hope this helps but by all means please let us know if there’s anything further we can do for you.Many ThanksCustomer Service Team**UPDATE**Hi Nicki,Just to update you following a response from our contractor.We've been advised the new parts are on order and the contractor is just awaiting delivery from their suppliers, but as soon as they have delivery they'll be sure to contact you to arrange a fitting date.We hope this helps but please do let us know if there's anything further we can do for you 😊Many ThanksCustomer Service Team
★★★★★ 4/5
TrustpilotReally helpful Sales Associate
Nipa has been really helpful (and patient as I have has a lot of questions!) throughout the viewing and application stages and continues to be great as the sale proceeds.
Zoe · 31 May 2024
Agent replied · 11 June 2024
Hi Zoe,Thank you very much for your amazing review!We're delighted Nipa has been most helpful during your journey with us and she's certainly made us proud to know she's delivering an outstanding service to our customers too.It really is lovely to read such amazing feedback and we're sure Nipa will be most grateful for your praises too.Wishing you all the best as you continue your journey with us and we sincerely hope the sale proceeds very well for you too 😊Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotMy daughter still has no ceiling
My daughter still has no ceiling, cold and dust are coming through from the loft. The damage to her room and some furniture, including having to throw away her mattress, was left to us to clear and clean and I am in no real condition to do this as I am off work with my disability.Going through cancer treatments, it was left to us to clear the mess from the flood and fallen ceiling. I am exhausted and stressed already and have to keep chasing l and q.
Rachel · 23 April 2024
Agent replied · 11 June 2024
Hi Rachel,Thank you so much for your review and for bringing this matter to our attention.We're so sorry to learn of your feelings and it saddens us that the whole situation is exhausting and stressful for you.This certainly isn't how we expect you to feel, especially with your health problems which we can imagine is a difficult time for you and your family too.We'd very much love to help follow up on the repair for the damaged ceiling repair as well as working with you in resolving this matter. To help us achieve this we kindly invite you to email the details to us along with your full address to lqdirect@lqgroup.org.uk and we kindly request 'Trustpilot is used as your email subject on this occasion too.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotAwful experience I would not recommend
Awful experience I would not recommend this company unless you have unlimited time to deal with problems. Several issues since the start of the process. But since moving in there have been further problems showing that the checking of properties is not adequate. For example, freezer door left open and needing to be defrosted and cleaned on the move-in day. Heating not checked radiators not all working. No manual for heating system, still not provided. Integrated fridge door broken not highlighted on check-in, still waiting for it to be replaced. Issues with water temp in shower still not addressed. Washing machine dirty significant build up of pet hair and L&Q refuse to use their cleaning team to address this. Blinds dirty marked, bugs on them, cobwebs etc. I’m constantly calling L&Q and they ask me to call back every few days. Promised cleaning and then after 12 days told it won’t be happening. I would not recommend this company. Still waiting for them to a acknowledge my complaint after 10 days. They don’t appreciate how much time and disruption it causes to raise issues and have contractors attend the property.
Ash · 20 April 2024
Agent replied · 11 June 2024
Hi Ash,Thank you so much for taking the time to leave a review and for expressing your concerns with us.We’re extremely sorry to learn there’s several issues with the property and you felt the need to complain, but we honestly understand and appreciate your reasons for this.We’d very much love to be given the opportunity to further assist you and to investigate the cause of the delay with your complaint as well as ensuring you receive a full response from us,To help us achieve this we kindly invite you to email the details to us along with your full address to lqdirect@lqgroup.org.uk, and It’ll be a great help to us too if ‘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 utmost pleasure to help 🙂Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotStressful, poor communication and several changes to the move in date
L&Q would only give a provisional move in date despite all tenancy checks coming back (this should have been a red flag). This seemed to work in their favour as they changed the move in date several times and they stressed the fact the date was 'only provisional.' This caused a lot of stress and disruption. The full contract was only received at 3pm the day before the move in. The day before I was told the move in could be next week or a couple of weeks. It was not good enough when you need to organise a move and book time off work. I was told the delay was due to the gas engineer which was a part of the L&Q company, the delays were blamed on poor communication within the team. I received phone calls with several problems and not a lot of detail or reassurance about how they planned to resolve the issue. I have never had this experience with a letting agent before, it felt chaotic and unnecessarily stressful. I did find the letting agent Sefik who organised the viewing and reservation very helpful, thank-you to him.
Ash · 20 April 2024
Agent replied · 11 June 2024
Thank you for leaving a review following your recent journey with our lettings team.We’re truly saddened to learn you had a stressful experience and we apologise profusely for the upset this may have caused you at the time.Whilst we appreciate and understand your disappointment, we’re most grateful to you for sharing your thoughts and feelings with us as it helps us to understand where we could potentially make improvements to ensure a better service is being delivered to other customers as well.Many thanks for your kind words for Sefik, they mean a lot to us and most importantly we’re delighted you had a helpful viewing and reservation experience.In the meantime, we sincerely hope you’ve settled well into your ne home and we wish you every happiness too. If of course there’s anything you’d like our help with, please kindly reach out to us at anytime and it’ll be our pleasure to do our utmost for you.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotMain front door left on latch/unlocked
I left a note on the main front door telling people to stop leaving it unlocked/on the latch (this is being done regularly and probably by the people that flat 5 continues to let in and out of his home at all hours) because we've had attempted break ins in the past... someone has torn it down and it's now on the floor...write to residents except me, to address.I remind you like I have numerous times in the past, that door not closing properly/being faulty or being left unlocked, compromises my home contents insurance agreement.
Blackbutterflai · 19 April 2024
Agent replied · 11 June 2024
Hi Blackbutterflai,We're sorry to hear this is happening with the communal door and we appreciate why it's a worry for you too.We've raised this matter with our Area Housing Manager for further assistance with this.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotWelcoming Team
The team at Kew Bridge Rise were very welcoming and informative! We walked away with everything we needed and felt confident about the future.
Pearly · 7 September 2024
Agent replied · 23 October 2024
Hi Pearly,Thank you so much for sharing your recent experience with us! 😊We're thrilled to hear about the positive time you had at Kew Bridge Rise and your kind words about our team's welcoming nature and helpfulness mean a lot to us. We always aim to provide our customers with the information and support they need to feel confident in their decisions. It's truly rewarding to know that you had such an amazing experience with us so a big thanks to you once again for your amazing review.Customer Service Team
★★★★★ 1/5
TrustpilotVery Strange
Emailed regarding a property on Rightmove. I was sent general property questions followed by a viewing date & time. I called the office on a number I found online & they confirmed that person was one of their letting agents (a general check I do). I viewed the property, I took a video of the property & when I got home I compared the video with/the pictures which were the same building but 2 completely different properties. I sent an email to the email address I had been communicating on and I didn’t receive a response regarding this or why the tenancy agreement wasn’t attached to the DocuSign. I’ve called three times and asked to put through to the same agent. First I was told he just got in so he’ll call you back (which didn’t happen) then I called back 2 hours later and was told they’ve just come out of training he’ll call you back (which didn’t happen) & third time I was told I don’t think the person is here. I still haven’t received a response, and it all seems a bit strange to me so I would advise people to be careful. The property is no longer on Rightmove or on the L&Q website.
Mimi · 17 April 2024
Agent replied · 11 June 2024
Hi Marvellous Mimi,Thank you so much for your review and for expressing your feelings of disappointment with us.We're truly sorry you've had a frustrating experience with our lettings team, and we honestly understand why this has prompted you to leave a negative review.We'd love to help and offer further assistance, and to find out the reason for the delay in contacting you. To help us achieve this, we kindly invite you to email your details to us along with the information about the property you’ve shown interest in, to our dedicated team here at lqdirect@lqgroup.org.uk.Please feel free to drop us an email at any time with ‘Trustpilot’ as your email subject where it’ll be our pleasure to help with your outstanding enquiries.Many ThanksCustomer Service Team
★★★★★ 1/5
Trustpilotvery bad repair service
l and q take weeks - months to complete repairs often with a simple bodge ,cheapest option or patch it up for now atitude. We have windows that can not be opened fully due to hitting facia (fire risk), front door you can open with a flattened coke can , misted rotten wooden windows ( listed for replacement back in 2017 and still not done) and a leaking wetroom floor. Being a disabled tenent we feel as though we are being discriminated against as every other house on the steet belonging to l and q has new doors front and back apart from us 2 disabled houses. Comunication with l and q is tiresome and often with little results. We often are passed from department to department or they just hang up. Apointments are made without our knowlege resulting in suprise visits .
Paul · 17 April 2024
Agent replied · 11 June 2024
Hi Paul,Thank you so much for taking the time to leave a review and for expressing your concerns with us.We’re extremely sorry to learn there’s several issues that are concerning for you, but we appreciate you bringing them to our attention.We’d very much love to be given the opportunity to further assist you with each of your concerns and look at ways we can work with you in resolving them.To help us achieve this, we kindly invite you to email the details to us along with your full address to lqdirect@lqgroup.org.uk. It’ll be a great help to us too if ‘Trustpilot’ is used as your email subject on this occasion.As you may already be aware planned maintenance programmes for component renewals such as new windows and doors are carried out on a yearly basis, and we use the information from a stock condition survey we previously carried out on your home. The information from the survey helps us to understand the properties in need most, therefore your home may be on a different programme to your neighbours. However, any properties that haven’t been selected to receive a new component renewal within the current year is likely to see their home on different programme within another year.We sincerely hope this information helps to understand how our planned maintenance team makes the decisions, and why some properties aren’t having the same works done at the same time as neighbouring properties. If however, you have any further questions or if you would like us to check our programme of works for this year, please let us know by reaching out to us at the email address above where we’ll gladly help with your enquiries.Many Thanks Customer Service Team
★★★★★ 1/5
Trustpilot12:05a.m
12:05a.m. check your cameras and see who (female) has just come into this building and his home once again at these late hours causing disruption for the rest of us to hear while we're trying to sleep! Doors being close heavily ....heavy footsteps and unnecessary loud noises while we try to sleep.Thanks again L&Q...all for an extra almost £16 a week!""2a.m. AND SO THEIR LATE NIGHT NOISE INCONSIDERATION CONTINUES.. I BARELY GOT TO SLEEP AND THEY JUST WOKE ME UP!!!!I HAD TO SLEEP IN MY LIVING ROOM...BECAUSE HE STILL USES HIS BEDROOM AS HIS HANGOUT.....INSTEAD OF HIS LIVING ROOM. BECAUSE THEY SMOKE AND HIS ALARM GOES OFF THERE, IF HE DOES.THIS IS A JOKE!!!I will not be responding to someone who has found the time and money to sanction me via a solicitors letter and who has refused to support me previously ... what is the point.15 Apr 23:53p.m. everyone in this building just heard the excessive noise coming from flat 5... yet again ...while we are trying to sleep...including who just rang the his buzzer that you'll clearly see on your CCTV cameras L&Q... the same cameras you're charging us weekly fees for. You wonder why you're getting regular complaints and why I'm posting everything online it's because you allow this selfish inconsiderate behaviour of those he let's into his home, to continue. On top of what he has already got away with.Why should I have to sleep in my living room to get away from their noise while recovering from an operation and with a lower back condition ...I'm 49 ....I'm too old for this ongoing rubbish... an unlike him, I have a full-time job to do and wake up for. That's how I pay you my rent that you're now getting an additional almost £16 for a week!
Blackbutterflai · 16 April 2024
Agent replied · 11 June 2024
Hi Blackbutterflai,Thank you for your reviews and for continuing to share the disruption caused by your neighbour.Whilst we appreciate and understand the noise you're experiencing is upsetting for you, there's not much more we can do to directly assist you through this channel.Rest assured your concerns have been raised with our neighbourhood team and we've been informed our Area Housing Manager has since been in touch with you. With this in mind, we strongly advise you continue reporting your dissatisfaction by responding to the email sent to you by our Area Housing Manager.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotI have outstanding works dating back to 2007
I have outstanding works dating back to 2007. When you report a repair it takes one to three months for an appointment.You cannot get to speak to anyone with the exception of Customer Services. I have had scaffolding in front of my house since 8th Dec 2023, the scaffolding is still standing as at today’s date 12 Apr 2024. L&Q are happy to waste money and yet unable to deliver. The plumber who came to work here on 2 Apr, pushed down the protector cover to stop mice entering the house via the drain pipe. This protector blocked the flow of water going down the drain. So frustrating with L&Q.
RB · 12 April 2024
Agent replied · 11 June 2024
Hi RB,Thank you so much for taking the time to leave us a review and for bringing each of your concerns to our attention.We're very sorry you've had a disappointing experience and we apologise profusely for the continued delay with some repairs.We'd very much love to investigate each of your concerns and provide an update on how the repairs are progressing, but to help us achieve this we just need to gather further details from you. With this in mind, we kindly invite you to reach out to us by email where our dedicated team will gladly offer their help in providing this information.Please kindly address your email to lqdirect@lqgroup.org.uk and it'll be most helpful to us as well, if 'Trustpilot' is used as your email subject when contacting us on this occasion.In the meantime, we look forward to hearing from you and helping you soon😊Many ThanksCustomer Service Team
★★★★★ 4/5
TrustpilotTheir actual work and manner is excellent, let down by poor communication skills.
They simply turned up, wasn't expecting them, no appt. Said they'd return if inconvenient. Let them do the job since it wasn't raining. They were polite, friendly, helpful and savvy, had the fence up in under 15mins, it's still standing and looks good. But, each contact was by phone tho my records are flagged with the word "DEAF". And I shd have been given an appt. Otherwise, they'd have gotten five stars.
Ruth · 2 September 2024
Agent replied · 11 June 2024
Hi Ruth,Thank you for sharing your experience with us and for the 4-star review!We understand the importance of scheduled appointments and we apologise for any surprise our arrival may have caused. Your feedback is valuable to us, and we'll make sure to address this issue to prevent it from happening again.We're thrilled to hear that you were pleased with the quality of our work and the speed of the fence installation. It's great to know that our maintenance team has done a fantastic job.We would like to investigate why communication with you may not have been fulfilled correctly and ensure it doesn't happen again in the future. Please can you email your details to us at lqdirect@lqgroup.org.uk, mentioning 'Trustpilot' in the subject line. Our team is here to help, and it’ll be our pleasure to do this for you 😊Many Thanks,Customer Service Team
★★★★★ 3/5
TrustpilotMy husband is about to have bone marrow…
My husband is about to have bone marrow transplant and I contacted l&q regarding window sil needs resealing because it had back on seal and water was getting underneath they came to seal it but I said no it needs changing because it’s been on for years with old seal still on it they came, on the 3rd of April said they had a cancellation done part of the job, then said they had to order a small plastic window cover and it would get fitted 20 MAY I SAID ARE YOU Serious he said they have no available slots for fitting
Gillian · 10 April 2024
Agent replied · 11 June 2024
Hi Gillian,Thank you so much for taking the time to leave us a review.We welcome your feedback and we're very sorry the service you recently received from us was a disappointing experience from you.When allocating appointments for all repairs we'll always offer our first available appointment. However, we understand the offered appointment may seem quite far away so we honestly feel your frustration when this happens, and it certainly wouldn't be our intentions to cause so much upset.Sometimes repairs can be brought forward (subject to availability) and if this was to happen our work planners would be sure to contact you to let you know when space becomes available.With this aside Gillian, we're always willing to discuss your concerns or worries with you, and if we can be of further help or assistance, please let us know by reaching out to our amazing team here where we'll be sure to do our best for you.We're reachable by email at lqdirect@lqgtroup.org.uk and we kindly request 'Trustpilot' is used as your email header when contacting us on this occasion.In the meantime, we look forward to hearing from you and we’d like to wish your husband all the best with his upcoming treatment which we can imagine will be a worrying time for you all.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotDO NOT rent with them
We haven't been able to move into the apartment despite paying 2 months of rental as of 10 Apr'24. The apartment was handed to us in an inhabitable and extremely deplorable and unhygienic conditions. When we got the keys, there was no hot water in the house and the showers and toilet flush was not in working order - all of these being basic necessities. Moreover, the place was never cleaned beforehand - the fridge was stinking, washing machine had mold, the toilets were in extremely foul condition and the curtains have rust on them. The property manager takes no ownership of getting the issues fixed and house not checked before handover for basis functionalities such as appliances, hot water, flush etc. There have been >10 visits from different contractors and the issues are still not fixed even after several weeks of reporting. Their compensation is also a mockery on the plight of the tenants.
Kuhu · 10 April 2024
Agent replied · 11 June 2024
Hi Kuhu,We’re very sorry to see your 1-star review but we appreciate you taking time to share your experience with us so far.We can honestly say we feel the upset this is undoubtedly causing, and we’re also saddened there were several issues that needed addressing in the property.It’s really unusual for this to happen because when properties become vacant, they’ll go through our process to ensure the property is ready for reletting. However, we appreciate at times things sadly do go wrong but we’ll do everything to ensure they’re rectified as quickly as possible.Having investigated this matter further, we understand you’ve been in touch and raised your concerns with us in the way of a complaint. We’d like to reassure you your complaint is still being worked on, and our complaint handler will keep you informed as soon as we have further information we can share with you. We’ll of course keep your complaint active until a final resolution has been achieved.In the meantime, if you have any further questions or if there’s anything else you may need our help with, please do let us know by email at lqdirect@lqgroup.org.uk and by ensuring ‘Trustpilot’ is used as your email header.Please bear us in mind and feel free to reach out to us at anytime where it’ll be our utmost pleasure to help.Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotL&Q ignore residents
I've made over 6 complaints about the front door to l&q, the last person that dealt with my complaint was a Mr Harry (cant say the surname). He didn't even bother to reply to my email, when I asked when will the new front door be fitted. The front door has large gaps, big enough for mice to come into the property. The job has been cancelled 3 times and nobody from l&q has even contacted me about this. I have a disabled child and a baby! I never miss paying my rent and I take care of the house but l&q don't seem to care much about residents.
Sugar · 9 April 2024
Agent replied · 11 June 2024
Hi,Thank you so much for taking the time to leave us another review and for continuing to express your dissatisfaction with us.We fully sympathise with you for the continued disappointment and frustration this is causing, and we'd love to help with your concerns and work with you in finding a resolution.With this in mind, we kindly invite you to contact us by email at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where our team here will do their utmost to help and provide an update on how your complaint is progressing. Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotLack of support for people dealing with noise nuisance and the impacts it has on people’s mental health
For the past two years we have been dealing with constant noise nuisance issues with dog barking from our neighbours and have received no help. We are often ignored by L&Q and when we finally hear from them they say not much can be done about the issue. We have many times seriously considered giving up our house because as a family we are in a mental health crisis and have expressed often how seriously this is effecting our way of life and mental health but still two years later have received little help. I don’t believe L&Q take issues like this seriously enough and how badly noise nuisance affects people’s mental health.
Harry · 9 April 2024
Agent replied · 11 June 2024
Hi Harry,Thank you so much for leaving us a review and for bringing this matter to our attention.We’re saddened to learn you’re experiencing noise nuisance from your neighbour and furthermore for the impact it’s having on your health. We truly sympathise with you for the noise you’re experiencing, and we understand why this would be a worry for you too. There are ways we can work with you that may help with the noise complaint you’re experiencing however it’s also important to provide us with as much evidence as possible. The best way to do this is by using the noise app to which we’ve provided a link for you below. You may already be aware of the app so please accept our apology if the information was previously provided to you.https://help.lqgroup.org.uk/help/tenant/antisocialbehaviour/asb-the-noise-apphttps://help.lqgroup.org.uk/help/tenant/antisocialbehaviour/asb-pets-and-animal-noisesAlternatively, we’re always willing to discuss your review in more detail so we can further gain a better understanding of the problem and so we can put you in touch with someone that can help and advice further.To help us make it possible, we kindly invite you to email your details to us along with your full address so we can offer further assistance to you. Our email address to contact us on is lqdirect@lqgroup.org.uk and it’ll be most helpful to us if Trustpilot is mentioned in the subject line of your email too.Feel free to reach out to us at any time where it’ll be our pleasure to help.Many ThanksCustomer Service Team
★★★★★ 2/5
TrustpilotBOILER REPAIR
Unfortunately the boiler is very old and is coming towards the end of its life. Swale Heating engineers came promptly but due to its age it needed more and more parts fitted to get it working properly. The resident of the home who is her 90’s had to put up with no heating and then no hot water, while the engineers had to leave and source new parts which overall took just under three weeks to complete. The swale engineers did there upmost best to leave either the heating or hot water on between there visits. The last engineer managed to complete the work and everything seems to be working okay at the moment. The Swale engineers were very helpful on each visit and we’re sorry they were unable to complete the work due to the worn out parts.
Dianne · 8 April 2024
Agent replied · 11 June 2024
Hi Dianne,Thank you so much for your feedback and for sharing your experience with our contractors at Swale Heating.Firstly, we sincerely apologise for the delay in completing the boiler repair, we appreciate this would be a worry and we can imagine the whole experience to be frustrating as well.We're pleased the engineers done their utmost to provide a temporary fix and we hoped to think our residents was also provided with temporary heaters which our contactor is also obliged to do.It's great to hear the boiler repairs have finally been completed after the long wait and our residents heating and hot water has since been restored, but rest assured we've taken onboard your feedback as it helps us to understand when things aren't going so well and where a more improved service would be welcomed.In the meantime, if we can be of further help and assistance, please let us know and it'll be our utmost pleasure to do our best for you.Contact with us is welcome through any channel or by email at lqdirect@lqgroup.org.uk and we kindly request 'Trustpilot' is mentioned in the subject line of your email too.Many ThanksCustomer Service Team
★★★★★ 4/5
TrustpilotCan not fault the repair the operative…
Can not fault the repair the operative was very friendly and done a very good job fixing my wooden fence he also had to make a wooden gate which he done an excellent job , considering the weather was awful that day , sadly the waiting time to get repairs done is far too long , but in this case they were able to bring the repair forward, Most of the customer service advisors you speak to are very friendly and helpful, and this time the repair went very smoothly from start to finish, so I’ve given L&Q 4 stars only this one time based simply on this one repair
Sue · 8 April 2024
Agent replied · 11 June 2024
Hi Sue,Thank you very much for your review!We absolutely value your feedback and most importantly we’re thrilled you’ve had a good experience.It makes us happy to know our Customer Service Advisors are delivering a friendly and helpful service, and the operative also done a great job in repairing the fence and gate for you. Your feedback certainly helps us to understand of the excellent work our maintenance team are doing whilst in our residents home too so we can’t thank you enough for sharing your experience with us.This is the kind of service we always strive to deliver, and we’ll be sure to continue working hard to deliver the same level of service again.Many thanks again Sue, we truly value your review 😊Customer Service Team
★★★★★ 1/5
TrustpilotL&Q, Creating places , (they mean GHETTOS) WE DONT WANT TO LIVE IN is their Moto, yeah , right ! !
HOW THE HELL HAVE THEY GOT 3 STARS!! THE LOWEST YOU CAN GIVE IS 1, THEY DESERVE NONE , AND THEY KNOW IT ~had the unfortunate luck of them being my landlords now for years, Beacon before them were much better. they reduce services, leave homes moldy and gardens overgrown and estates rough looking , yet they want to make money from their residents too, by fining residents for parking outside their homes, as they make a commission on every ticket their crooks at CPM give out to their residents. we are only allow resident parking, no visitors, so WE ARE NOT ALLOWED GUESTS IN THE EVENINGS OR WEEKENDS, AT ALL! NEVER / EVER/ NO EXCEPTION, Surely, that cant be legal, goes against human rights. they've given a GP on call a ticket, an AA Van and even went to ticket an ambulance last week ! all while the car park was empty! oh and not to mention if your car has snow covering it, theyll ticket you for not displaying ! L&Q have become a slum landlord , dont forget there is a Protest outside their london office some time over the next week, so lets get them back in the Guardian News as one of the UK's worst performing housing associations in the country. ! they are disgusting and its just getting worse. shame on you, SHAME!
Caroline · 8 April 2024
Agent replied · 11 June 2024
Hi Caroline,Thank you for leaving us a review and for taking the time to express your feelings of dissatisfaction with us.We certainly feel your dissatisfaction and we apologise profusely for the frustrating and disappointing experience you've had with the parking enforcement company.Unfortunately as CPM are a separate company, we highly recommend any complaints about their enforcement officers should be reported to the enforcement company directly. Full contact details can be found on the signs that are displayed within the restricted parking zone, alternatively we’re more than happy to help provide you with this information if need be.We appreciate this may become disappointing news for you, but if you do have any further questions you wish to raise with us, please let us know by email at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where we'll gladly help you with these.Furthermore, you're more than welcome to use the above contact details if we can be of further help with regards to the mould and communal issues/services as also mentioned in your review.Feel free to reach out to us at any time and it'll be our pleasure to help and assist with each of the issues that are causing concern.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotFailing Housing Association that uses vulnerable residents solely as a monetary income!
I have now been a tenant with L&Q since 2006. They have been my landlord in three different properties. The fist property was infested with mice and had mould and damp issues. The second property was a Victorian property that had issues with mould, damp and asbestos. The current property that I am in now is a new build property, that has issues with a structural defect that has caused an ongoing leak behind the structural walls, which has led to black mould growth as the affected walls are saturated with water.Within a year of my current tenancy I had made a formal complaint, which had not been taken seriously (as per usual, and I can say this due to my years of unpleasant experience with L&Q and their complaints handling) Once I had identified that L&Q were not going to fully resolve my issues within my current property and the negative impacts that it continued to have on my complex ill health issues, I had enlisted the assistance of solicitors in 2022. The case had been listed to be heard at the Royal Courts of Justice and at the last minute L&Q and their solicitors decided to make an out of court settlement.I had been decanted from my property to a hotel in October 2023 for what I had been initially advised would be for only 2 weeks, this ended up being for 8 weeks!On my return to the property I had been advised by my neighbour that they too were experiencing problems with the structural leak and that they too were taking L&Q to court. It so happens that L&Q settled out of court with them too.Having come back to my property in December 2023 and had only settled in for a month, the black mould and completely saturated walls had returned. L&Q sent contractors in once again to my property in March 2024, and I had been informed by them that they are still unable to locate where the leak is coming from within this nine-floor, 50 flats building. L&Q has been sending contractors in and out of my property since 2021 (for the past three years!) and have yet to carry out a through investigation within this new build to locate and remedy the leak, as it is within the structure of the walls within this building.My 18 year experience with L&Q has been abysmal to say the absolute least and I have kept all records of communication with them since the start of my tenancy in 2006, which amounts to 5 lever arch files, which is placed upon my bookshelf. I would suggest that all residents do the same, as there have been incidences that both L&Q and their contractors have been untruthful in the engagement that they have had with me, until I locate my proof. I would also suggest that you do not communicate with them over the phone and advise them (just as I do) that your preferred method of communication is via email. This way you can be honest with them (as I am) in letting them know that you wish to keep a paper trail of your interaction with them, in my case all my paperwork was readily available for my court trial bundle.At this present moment in time, my case is being referred back to court, as I had been decanted for 8 weeks and L&Q have still not remedied the leak within this new build, and my walls are saturated with water and the return of black mould has resurfaced.I had seen on here a review that had been left by Police Sgt and I agree with their comment wholeheartedly. I do believe that L&Q and their legal representative are very sinister and corrupt, especially in their approach with how they deal with their vulnerable tenants and I have evidential proof in writing to back this up.They have made sure to purposefully aggravate my emotional, physical and mental health and only truly care about receiving their rental income. They are not compassionate towards vulnerable peoples complex ill health needs and care very little if their property aggravates or causes a decline within their residents health.I believe that L&Qs practices needs to be investigated and they be put on special measures, just as a failing school would, under Ofsted.Just to reiterate, when engaging with L&Q make sure that they interact with you in email only, as verbal communication is not worth the paper that it is written on, as its not written on paper! This way you you will be able to keep a record of the name of the person, the date and time of communication, as this would automatically be on the email, it will save you writing it down too.... and not all calls that they say are recorded can be located.
CocoBlaze · 8 April 2024
Agent replied · 11 June 2024
Hi CocBlaze,Thank you so much for taking the time to leave us a review and for sharing your experiences with us.We’re deeply sorry you’ve had a traumatic experience and we certainly sympathise with you for all the trouble you’ve been through.We’re also saddened to learn you felt the need to take your concerns further, but we truly understand your reasons for this, and we sincerely apologise if we didn’t meet your expectations and/or provide you with the help and support you would’ve liked from us.Although you’ve had an upsetting experience, we’d like you to know we still value and welcome your feedback as it certainly helps us to understand what went wrong as well as learning from your experiences so we can look at ways we can further improve the service we deliver.If of course there’s anything you wish to discuss with us, we’re always willing to help with any concerns you may have.Contact is always welcome through any channel of your choice or by emailing our dedicated team here at lqdirect@lqgroup.org.uk where we kindly advise ‘Trustpilot’ is used as your email subject on this occasion.Please feel free to reach out at anytime and it’ll be our pleasure to arrange contact with you.Many ThanksCustomer Service Team
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