Every review we hold for the Sidcup office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotVery Poor Communication
The communication between departments is at an all time low. There is no collaboration and it leaves trades people and tenants in a difficult position.
Ruth · 13 August 2024
Agent replied · 23 October 2024
Hi Ruth,Thank you for your review and feedback. We're truly sorry to read of your experience with us.Feedbacks help us understand where we're going wrong and work on improving our services. We have a dedicated team here that can help and advice. Please email us at lqdirect@lqgroup.org.uk and would be great if you can use 'Trustpilot' as the subject header and our team will do their utmost for you. Many Thanks Customer Service Team
★★★★★ 1/5
Trustpilotworst decision I’ve ever made
I really liked them originally, and I bought a new build where they were the free holder. The service charge doubled in just over two years, they cannot explain why prices are going up, and it feels like I’m locked into something horrible. Please do not buy from them. I thought that the fact that they’re a charity meant they’d be decent, and that the fact they could only pass on actual costs to us would mean prices would rise reasonably. But they can never explain the increases, they cost me thousands of pounds a year and will wipe a fortune off the value of my place. It’s the worst decision I’ve ever madeEdit 7th of April: L&Q replied to this asking me to email them, I did so immediately , they’ve still not replied to my questions
Anthony · 7 April 2024
Agent replied · 11 June 2024
Hi Anthony, Thank you for taking the time to raise your concerns with us. We're sorry to hear of your dissatisfaction with the cost increases in the service charges you receive. We understand the cost of services going up would come as disappointing news. Our Team would be keen to look into this matter further and would appreciate it if you could make contact with us so we can address any issues. You can do this by emailing lqdirect@lqgroup.org.uk and using 'Trustpilot' as your subject header.Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotPlease be careful when considering a…
Please be careful when considering a property via this company. From the very beginning I have experienced nothing but trouble and difficulty. In addition, they not only hiked service charges 400% for this year, they made accounting mistakes the previous year and are now pursuing all tennants for the costs of their mistakes. It is causing nothing but stress, upset, and financial hardship. Wished I had listened to previous reviews.
David · 30 September 2024
Agent replied · 23 October 2024
Hi David,We welcome your review and thank you for taking the time to share your concerns with us.We're truly sorry to hear about your disappointment and we sincerely apologise for not meeting your expectations. It is never our intentions to cause you stress and upset, and we deeply regret that you feel this wayPlease know that we are here to assist you, and if you have any questions about the service charges, our dedicated team will be more than happy to help.Feel free to contact us anytime via email at lqdirect@lqgroup.org.uk. It'll be most helpful too if "Trustpilot" is used as your email subject.Many Thanks,Customer Service Team
★★★★★ 2/5
TrustpilotL&Q Overall they have lost their bookings never contacted back Ref: 5913130-1
L&Q Overall they have lost their services compared to 10 Years ago, when the service was almost prompted and completed, BUT now they are the worst Trust, this may be due to the amount of housing they handle, the customer service was tremendously affected, very poor quality: ie almost battle to get an appointment finally they gave the appointment but was promised someone will call top to confirm, over two months now ALL GONE OFF THE RADAR, no calls no repairs completed, had to live with it, absolute speechless!
F · 5 April 2024
Agent replied · 11 June 2024
Hi F Nicholas,Thank you so much leaving us a review and for sharing your thoughts and concerns with us.It saddens us that you feel our service has declined over the years and we're sorry we haven't delivered the kind of service you once received, but thank you for letting us know of your feelings as it helps us to understand where we could potentially do better.Thank you for also raising your concerns regarding an outstanding repair and we sincerely apologise the repair is taking longer than hoped it would be.Having investigated this further, we can see what’s happened and we'll be sure to get this resolved for you. Please allow us some time whilst we do this, but we'd like to assure you, an appointment date will be received from us shortly.In the meantime, if you have any further questions, please let us know by email at lqdirect@lqgroup.og.uk where our dedicated team will be more than happy to help.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotNo rating is what they deserve we live…
No rating is what they deserve we live in squalor with Mice and Rats infestations not taken seriously. Over priced service charge. Inhabitable building standards not maintained refurbished in at least last 10 years. Poor and harsh communication from members of staff from telephone service desk to complaint department and area managers. I highly rated L & Q but in the last 5 years the service and standard is a disgrace They don't want to take any responsibilities.
Hacked · 13 May 2024
Agent replied · 11 June 2024
Hi,Thank you for your review and for bringing each of your concerns to our attention.We certainly feel your frustration and we understand the risks involved with rodents. We appreciate they can cause a nuisance and they’re unpleasant to live with so we really do understand how frustrating and upsetting it must be for you, however we do have procedures in place for pest control and necessary treatment can be arranged.We would also like to help you with the other maintenance issues within the building and to look at ways we can work with you in resolving them.We sincerely apologise if we've previously failed to meet your expectations and it saddens us to hear you feel our services have declined over recent years too, but we would very much love for you to email your concerns to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where it'll be our pleasure to further assist you with your enquiries.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotThey will increase your Service charge by 40% per year!!!!!
we made the horrendous mistake of buying a flat in elephant park using the shared ownership scheme, back in 2021 the service charge was £140 as of the 01/04/2024 we have to pay £491!!! yes it has increased by more than 300%!!!! when we got the last letter it was such a shock that i ended up with such anxiety I had to contact my GP, when are they going to stop?? they have sent us a breakdown which includes a handful of charges that we dont have in the building, for example concierge, blinds, aircon etc, there is an evident corruption in L&Q that i hope gets probed at some point because what they are doing to their tenants is appalling, the worst thing is that they tell you to contact lqdirect @lqgroup if you are worried about the service charge to what they reply that they are sorry for the increase and they understand its too much but you have to pay it.L&Q you are a shame of a company, how much are your CEOs, directors and top employees getting paid?? you were meant to be a nonprofitable organization and now you are making millions, why is the goverment not stepping in? L&Q is stealing money from their tenants and causing them an unacceptable distress.You offered us the flat using a government scheme which you are abusing, how are they getting away with this?people will not stay quiet.
MG · 4 April 2024
Agent replied · 11 June 2024
Hi MG,Thank you for leaving us a review and for expressing your feelings about the recent service charge increase.We appreciate the increase may seem like it’s come at a difficult for many, but we would like to assure you it wasn’t our intentions to cause you any upset and we apologise profusely for the distress caused to you.As you may already be aware, service charge reviews happen yearly and it's also a very difficult decision for us too. Sadly, the increase in costs for providing the services has also had an impact but we honestly understand and appreciate the dissatisfaction this causes.We are of course open and willing to discuss your concerns in more detail and help with any service charges you feel have been charged in error. If this is something you would like us to do, please kindly email your details to us and by highlighting which charges you feel are not applicable and we'll be sure to investigate them further for you.We're reachable at lqdirect@lqgroup.org.uk and it'll be most helpful if 'Trustpilot' is used as your email subject when contacting us on this occasion.Feel free to reach out to us at anytime and it’ll be our utmost pleasure to help.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotNo work done now stock being transferred
We had our property measured for windows in November 2022 and they were approved and made and due to be fitted and work completed by September 4th 2023. It is now April 2024 and no windows we have been told someone will come out 31st May 2024 to overhaul the windows, also today received an email to say L&Q are going to try and transfer their stock in Harwich, so I doubt if windows will be done, seems like a cop out to me. They are useless. Your supervisor came and looked at one window, at the back of the house, he did not know why he was at the property, and it was a L&Q guy who came and said we need new windows, not an out side contractor, unless they use L&Q vans
Mr · 4 April 2024
Agent replied · 11 June 2024
Hi Mr Froome,Thank you so much for your review.We welcome your review and although you’ve had a disappointing experience, we’ like you to know we still value your feedback.Having investigated this matter further, we can see why this has caused so much upset and we apologise profusely for the experience had.We understand the windows were initially assessed by an external contractor; however, a further inspection was carried out by our own maintenance supervisor whereby the decision was made to overhaul the windows.We honestly understand and appreciate the change in our decision would be upsetting for you, but we’d like to reassure you it’s not unusual for a decision to be changed especially if the existing windows are still in a repairable condition. We have of course taken onboard your feedback as it helps us to understand where potential improvements to the service we deliver would be welcomed. Additionally it’s also important for us to know when things are not going so well for our residents too.We sincerely hope the appointment to overhaul the windows will help to resolve the issues you’ve experienced for some time now, but if for any reason you’d like further help or assistance from us, feel free to let us know by email at lqdirect@lqgroup.org.uk and we’ll be sure to do our best for you.Many ThanksCustomer Service Team
★★★★★ 2/5
TrustpilotIncompetent Housing Association.
I had a bathroom lever tap where the lever came off so the tap was unusable. Also the hot tap on the bath was sticking and unable to turn off. I reported this but heard nothing for around a week. Appointment then booked but two vans turned up (?!!). Apparently this is because they come mob handed now, as I once asked an unbelievably rude and aggressive operative on a previous occasion to leave our home. He, instead of reporting that he had been asked to leave as his behaviour was unacceptable, stood outside our house shouting aggressively on the telephone to his manager that I was some sort of (female, 65yrs) Mike Tyson. Clearly ridiculous, but L&Q, instead of calling to hear my side, believed every word and now I have to wait for two vans to turn up every time there is an issue, which, considering no maintenance had been done for around 16 years here, is often. You simply couldn't make this incompetent bunch up!!! The stars are for the plumbers, who did a good job but are let down by management, and who thought that having to come to my home in pairs was laughable, as do I.Thanks for your reply. Sadly, you did not attempt to hear my side of the story even after I made a complaint directly to L&Q. No senior manager attempted to contact me and you believed a 6'2" aggressive male without reason. Your systems are flawed and biased against the Tenants paying your wages. I will be taking this to complaint and then to the ombudsman.
Dawnie · 3 April 2024
Agent replied · 11 June 2024
Hi Dawnie,We appreciate you taking the time to leave us a review and for letting us know how your recent appointment went for you.We're delighted you're happy with the plumbers who attended your home and who done a good job in repairing your taps for you. This is great news and it makes us happy to hear this too.Furthermore, we're very sorry to learn of your dissatisfaction and we've certainly taken onboard your feedback. We're truly sorry if it's caused you some upset and it certainly wouldn't be our intentions, it's just that we must follow our own policy and procedures in situations like this but they certainly wasn't intended to make you feel this way. If however you have any further questions we’d love to hear from you and we'll be more than happy to help you with these. With this in mind, we kindly invite you to email us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where it'll be our pleasure to arrange contact with you.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotI telephoned L&Q today (Thursday 28th…
I telephoned L&Q today (Thursday 28th March) at 16:10hrs and reported an overflowing and blocked toilet. After agreeing the £70.00 charge against my rent account I was told I'd have to wait until Tuesday 2nd April for a plumber to attend. I am registered as priority tenant, under the auspices of L&Q's Resident Support Team, HOUSEBOUND and registered disabled with a multitude of complex health conditions, two of which require constant access to the WC. All of this was conveyed when I made my report today, to no avail.I have only one toilet, which is not working. I was told to use a friend's toilet (despite my being housebound!!). It looks like I'll be sharing my cat's litter tray for four days!! Totally out of order and unacceptable.
SIMONE · 2 April 2024
Agent replied · 11 June 2024
Hi Simone,We welcome your review, and we thank you for sharing your experience with us here.We apologise profusely for the disappointing experience you initially had with us and we understand why the whole situation was a worry for you too.Having investigated this further we can see the original appointment was cancelled and another visit was arranged for an emergency plumber whereby we offer a timeframe of approximately 4 hours for an operative to attend. We can see the plumber was in attendance as planned and the issue causing the blockage has since been resolved but if for any reason you're still experiencing the same issue, please kindly let us know and we'll be more than happy to help.We're reachable via any of your preferred channels or our dedicated team can be reached by email at lqdirect@lqgroup.org.uk where we kindly request 'Trustpilot' is mentioned in the subject line of your email. Feel free to reach out to us at anytime should you need further help from us regarding this matter and we’ll be sure to do our best for you.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotI PHONED L&Q TODAY 30/3/2024 ON THEIR…
I PHONED L&Q TODAY 30/3/2024 ON THEIR EMERGENCY LINE TO REPORT I HAVE NO HEATING OR HOT WATER ONLY TO BE TOLD THAT CONTRACTORS COULD NOT ATTEND TIL 2 APRIL I EXPLAINED I WAS NOT AVAILABLE TO BE HERE ON THAT DATE AND WAS TOLD THE NEXT DATE AVAILABLE WAS 5 APRIL .SEVEN DAYS WITHOUT HEATING AND HOT WATER !!!!! WHAT IS THE POINT OF AN EMERGENCY LINE WHEN SOMETHING THAT IS AN EMERGENCY WONT BE DEALT WITH FOR AT LEAST 4 DAYS. ITS JUST THE KIND OF RESULT I EXPECT FROM L&Q .THEY REALLY ARE NOT FIT FOR PURPOSE
JOHN · 30 March 2024
Agent replied · 11 June 2024
Hi John,Thank you so much for leaving us a review.We’re very sorry you’re experiencing some issues with your boiler, and we apologise profusely if our service hasn’t met your expectations on this occasion. We certainly feel your frustration when this happens, but we appreciate you letting us know of your feelings.We endeavour to make sure all boiler breakdowns are attended to within 72 working hours unless there’s vulnerability in the property whereby the rule will be slightly different. With this in mind, we can confirm the appointment originally offered for 2nd April has met our service level agreement.We fully understand this may be disappointing to hear but unfortunately this is our policy and procedure which we must always adhere to, however we’ll assess each case on an individual basis and take into consideration any vulnerabilities in the property when offering an appointment. We sincerely hope you find the above information helpful, but please contact us or by email at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as the email subject) if there’s anything further we can do for you and it’ll be a pleasure to help.Many ThanksCustomer Service Team
★★★★★ 2/5
TrustpilotSheer incompetance
K&T couldn't organise a party in a brewery.Operatives arriving without any warning, appointment letters arriving after the proposed date etc.Had to ring them to arrange suitable date, then had to ring again to cancel as another letter arrived with yet another appointment date.All this time all L&Q did was issue threatening letters.Complained to L&Q, complaint acknowledged, followed by another threatening letter regarding the cancelled date.Finally received the Safety Check Certificate along with yet another threatening letter from L&Q.Usual story re. HAs, don't investigate the problem. Easier to blame the tenant and issue threats.
Cy · 29 March 2024
Agent replied · 11 June 2024
Hi Cy,Thank you so much for your review and for taking the time to share your experience with us.We're truly sorry you had a disappointing experience with K&T Heating, and we apologise profusely for the confusion with your appointments and for the inconvenience caused to you too.We also hear your dissatisfaction with receiving reminder letters and whilst we appreciate it's not nice receiving these letters, it's important that we're complying as a landlord. As you may already be aware it's essential for a gas safety inspection to be carried out on your home each year and reminder letters are sent to all residents. Unfortunately, as these letters are automated, we're unable to prevent them from being sent until a valid gas safety certificate is on file. Please bear in mind once the gas safety check is completed, it can take a few days for us to receive the certificate. In the meantime, it’s quite possible another letter could’ve been generated and sent out to you. We sincerely hope this information helps and we'd like to reassure you it wasn't our intentions to cause so much disappointment. We're here for you should you have any questions and you're more than welcome to reach out to us at any time where we'll be more than happy to help.Contact with us is welcome through any of your preferred channels or by email at lqdirect@lqgroup.org.uk. If email is your preferred option, we kindly request 'Trustpilot' is mentioned in the subject line of your email too.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotL&Q is one of the worst company
L&Q is one of the worst company. I am tenant at one of L&Q properties and I would like to share some concerns about the services so other people don’t fall in trap. Repeated delays in addressing maintenance, communication from customer services team is often slow, unclear, untrustworthy and unprofessional. I hope L&Q will take these concerns seriously and work towards improving the quality of service for its tenants.
Awais · 9 October 2024
Agent replied · 23 October 2024
Hi Awais,Thank you for sharing your review and expressing your concerns with us.Your feedback is incredibly valuable as it helps us identify areas for improvement and better serve our residents.We're dedicated to providing the best service possible and are continuously working on enhancing our processes. Your input will certainly guide us in making positive changes.If there is anything specific we can assist you with, please don't hesitate to contact us at lqdirect@lqgroup.org.uk (with 'Trustpilot' in the subject line of your email). We're here to help and we'll gladly do our best for you 🙂Many Thanks,Customer Service Team
★★★★★ 5/5
TrustpilotWork was booked 2 months in advance
Work was booked 2 months in advance, the workmen kept their word on start time/date very friendly and excellent job carried out.
Stephen · 23 September 2024
Agent replied · 23 October 2024
Hi Stephen,Thank you so much for taking the time to leave us a review! 🙂Your feedback is incredibly valuable to us, and we are thrilled to hear that you had a positive experience with our maintenance service. We're especially happy to hear that you found our operative to be polite and efficient.We truly appreciate you sharing your experience with us, and we can't wait to assist you again in the future.Many Thanks,Customer Service Team
★★★★★ 5/5
TrustpilotInitially the job was booked month ago
Initially the job was booked month ago. But then they cancel & booked for week before the original date when work was done.As a disable person, bath is very important for my hygiene well being which was done after more then month.the shower was broken n leakage was extreme. But I am fully satisfied with plumber who came on time , very polite & humble & done the task efficiently & help us to sort out our issue.Now my bathroom issue has been resolved.Thank you L&Q.
Juned · 26 March 2024
Agent replied · 11 June 2024
Hi Juned, Thanks so much for your 5 star review. We're immensely happy to hear about your satisfaction with the speed and quality of the service you received, we understand how essential a functional bath is for your hygiene and well-being. Your compliments towards the plumber have been noted. It's great to hear that he was punctual, polite, humble and efficient in carrying out the works and resolving your issue. Many Thanks Customer Service Team
★★★★★ 4/5
TrustpilotI made the appointment for the boiler…
I made the appointment for the boiler check for pm and this was confirmed. The day before the check I received an email saying I had an Am appointment so I phoned the office and was told it would be between 8.00 and 5.00. So not Am 8-12 or Pm 12-5 so it was difficult to schedule my day. The engineer turned up at 10.00 am so that was fine and the link to see when he would arrive was inaccurate.
Johnny · 25 March 2024
Agent replied · 11 June 2024
Hi Johnny, Thank you for your 4 star review. We are sorry for any miscommunication regarding the appointment time for your gas safety check. We always strive to be as clear as possible when scheduling services and go by the time frames given by our Gas contractors attending. We're glad the engineer was able to arrive early at 10am and we hope any inconvenience caused did not disrupt your day too much. We appreciate your feedback.Many Thanks Customer Service Team
★★★★★ 5/5
TrustpilotQuick service
Only had to wait a few days for the appointed date, repair man arrived on time, got straight to work and finished in no time. He was polite and professional. Another point is that when he left the house to go to his van he always closed the door after himself, which is much appreciated as i have a house cat and also you never know who is lurking around these days.
Josephine · 19 August 2024
Agent replied · 23 October 2024
Hi Josephine,Thank you for your amazing review! 😊We appreciate you taking the time to share your positive experience and we’re thrilled to hear that you were pleased with the prompt service, professionalism, and courtesy of our operative. We always strive to provide our customers with a positive and reliable experience, and we're also happy to hear that our operative was respectful of your home ensuring your cat was safe indoors.Your feedback means so much to us. Many thanks again for your review and we hope to be of help again soon.Customer Service Team
★★★★★ 1/5
TrustpilotWe are applying for 3 bed flat and we…
We are applying for 3 bed flat and we are 4 tenant but the thing is we are just on second stage document verification and our another 2 tenant got new job and they are going country side so they are not providing there documents so we request too many times please understand our situation give as our payments back otherwise give as another 2 or studio flat but they refused our request and they can't understand our situation and they don't reply as so we are not happy for L&Q service.
Palak · 21 March 2024
Agent replied · 11 June 2024
Hi Palak, We appreciate you leaving us a review. We're really sorry to hear about the issues you're experiencing with the application process. This sounds like a complex case and we would like to understand more about your situation and see how we can help.Please email us at lqdirect@lqgroup.org.uk using 'Trustpilot' in your subject line and we will provide as much information and support as possible. Many Thanks Customer Service Team
★★★★★ 3/5
TrustpilotSafety engineers consistently…
Safety engineers consistently demonstrate professionalism, courtesy, and efficiency in their duties. However, my concerns arise regarding the overall support provided by L&Q. Despite being a responsible tenant, upkeep and improvements to the property, owned by L&Q, are lacking. The outdated bathroom fixtures and aging plumbing, dating back to the 1940s, present ongoing challenges. Whilst I’ve made cosmetic enhancements, such as painting, and the Blue Peter make over (kitchen) the need for substantial upgrades remains unaddressed. It appears that L&Q prioritises mandatory safety inspections and regulatory compliance over tenant satisfaction and property improvements. This sentiment reflects a perceived neglect towards social tenants, who feel deprived of decent living conditions despite fulfilling their obligations.
Sonia · 20 March 2024
Agent replied · 11 June 2024
Hi Sonia,Thank you for your review and for expressing your thoughts and feelings with us.We're truly sorry is we've failed to meet your expectations but at the same time we appreciate you bringing your concerns to our attention as they help us to understand where an improved service would be welcomed.As you may already be aware we run yearly programmes for component renewals such as new bathrooms and kitchens etc, and these programmes are in place to continue updating and improving our homes to meet the decent homes standards. With this in mind, we carry out stock condition surveys on our homes and we use the information from the survey to decide which properties would be eligible to receive a component renewal within the current year.Understandably this may become a disappointment if your home isn’t on one of our Planned Maintenance Programmes for this year but we're always willing to help with any repairs that may be needed to your existing kitchen and bathroom. If this is something we can help you with we'd very much love to hear from you to help us make it possible.Please feel free to let us know by emailing the details to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) and our team here will gladly help with your enquiry.Many ThanksCustomer Service Team
★★★★★ 2/5
TrustpilotPoor communication between L&Q and the…
Poor communication between L&Q and the gas check company. I work but they booked my appointment without consulting me during the day! I received the appointment letter on the day of the appointment. I was obviously at work. Therefore company waisted time and money I don’t have gas and don’t use gas. It has been professionally sealed years ago, never-the-less they come every year and I have to go through this show every year. They only attend Monday to Friday 9-5; how a working person is supposed to be able to accommodate that?
User · 19 March 2024
Agent replied · 11 June 2024
Hi,Thank you for your review and for taking the time to share your thoughts and experience with us.We're saddened to hear of your dissatisfaction and we're very sorry if you feel there's a lack of communication between us and our contractors, but rest assured we've taken onboard your feedback.We understand and appreciate it may seem pointless having a gas safety check if your home doesn't have gas but even with no gas appliances in the property and a capped supply, there may still be gas running through the pipework to which a gas safety check is still required.Furthermore, our contractors should be offering appointments either in the morning between 8am-1pm or in the afternoon between 12-5pm. Therefore, our residents are not expected to remain at home all day but please let us know if our contractor is failing to meet these requirements and we’ll be sure to help you in resolving this matter with our contractor.We hope you find the above information helpful and if there’s anything further we can do to help, please do let us know by email at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) where it’ll be our pleasure to assist you.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotThese two emergency repairs were…
These two emergency repairs were promptly attended thank you.1-Toilet Malfunction Repaired Satisfactory.2-Shower Malfunction requires part to be ordered which is available locally as per engineer Alas been given another three weeks 1for work to be carried out.This is very unsatisfactory as due to medical issues I find it almost impossible and dangerous to get in and sit down and get out of the bat safely.I live on my own.I can stand in bath and shower ok which is necessary every day even during the night at times.I asked today if my call out could be expedited,The young lady who was unbelievably so helpful tried her best but alas as a last resort she kindly emailed her manager to try and help the situation.I was kindly advised to await for a text regarding any change that might occur.Thank YouRegards Mr J White
Seán · 18 March 2024
Agent replied · 11 June 2024
Hi Sean,Thank you very much for leaving us a review and for sharing your recent experience with us.We're pleased our maintenance team attended quickly to the two emergency repairs and it's great to see the issue with the toilet was fully resolved.We're sorry to learn a further appointment is needed to return and complete the shower repair and we fully appreciate and understand why waiting for the next available appointment isn't suitable for you, but we trust your situation is being investigated by our maintenance team and they'll be sure to update of any changes. In the meantime, if there's anything further we can do to help, please let us know by reaching out to us by email at lqdirect@lqgroup.org.uk and by using 'Trustpilot' as your email subject.You’re welcome to contact us at any time and it’ll be our utmost pleasure to help😊Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotReally awful experience with L&Q Energy…
Really awful experience with L&Q Energy who are part of L&Q Group. They own the contract for our heating unit network in our building. My tenant was without heating for 16 days in sub zero temperatures. It was shambolic trying to get them to set up an account and send an engineer to repair the Heating Unit. We raised the issues with the complaints & feedback line and they have completely ignored us. There seems to be no accountability at all for how we have been treated and it seems that they can do what they like as they are not part of any ombudsman scheme. If you are thinking of buying a flat that is tethered to L&Q Energy I would say avoid at all costs.
Juliette · 18 March 2024
Agent replied · 11 June 2024
Hi Juliette,Thank you for leaving a review following your experience with our L&Q Energy Team.It saddens us to learn you’ve had a disappointing experience and we apologise profusely for the upset this may have caused you too.We’ve certainly taken onboard your dissatisfaction as your feedback helps us to understand what went wrong and where the team could do better in ensuring loss of heating issues are dealt with more efficiently.If of course there’s anything further we can do for you, please let us know and we’ll be more than happy to help. We have a fabulous team here and you’re more than welcome to email us at lqdirect@lqgroup.org uk. It’ll be most helpful to us as well if ‘Trustpilot’ is used as your email subject when contacting us on this occasion.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotThey have not fixed my boiler or water…
They have not fixed my boiler or water leak for months
Jay · 3 June 2026
Agent replied · 7 June 2026
Hi Jay,
Thank you so much for your review and for bringing these issues to our attention.
We're truly sorry to learn that the boiler and water leak issues have been ongoing for so long. We completely understand how disappointing and frustrating this must be for you, and we’d like to look into each of these matters further.
Please reach out to our team with as much information as possible, and it will be our utmost pleasure to help. You can email us at contact@lqgroup.org.uk, and we kindly ask that you use 'Trustpilot' as your email subject.
Thank you again, and we hope to hear from you soon 🙂
Customer Service Team
★★★★★ 3/5
TrustpilotOverall opinion of the paint job. The overall finish of the paintwork was…
The overall finish of the paintwork was satisfactory. However the painter/decorator left many noticeable splashes of white paint on existing paintwork, the bathroom mirror and the bathroom door. He failed to notice this prior to his leaving. Also his command of spoken english was extremely poor as was his understanding of spoken english by me to him. He did not seem capable in any way of really understanding what I was saying to him at any time.
Paul · 14 May 2024
Agent replied · 11 June 2024
Hi Paul,We really appreciate you taking the time to share your recent experience with one of our contractors and we're very sorry splashes of paint were left in your home.We would love to have the opportunity to look into this matter further as well as raising your concerns with our contractor.With this in mind Paul, would you be able to email us some photos of the splash marks along with your details to lqdirect@lqgroup.org.uk (with 'Trustpilot as your email subject) where our dedicated team will gladly do this for you.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotRepairs
I have been waiting for l&q to do my fence panels which I have been told from work man it's l&q responsibility as its on road side,it has bee over 7 months ,also I had a leak from a pipe in my bathroom and I have been waiting for months for l&q to box in the pips as they removed the last one,I am disabled and keep my mobility scooter in the garden and I'm worried about it getting stolen, I think this is not right, the l&q repairs team are letting down there tenants, I have been calling for months and all they do is send a email,but o get no updates or anything this is unacceptable.
June · 15 March 2024
Agent replied · 11 June 2024
Hi June,Thank you for your review and for bringing each of your repairs to our attention.We're extremely sorry for the continued delay in completing the repairs, we appreciate the frustration this causes but we'd very much love to obtain an update and share the details with you.To help us make it possible, we kindly invite you to email the details to us, along with your full address where our dedicated team will be more than willing to help.We're reachable at lqdirect@lqgroup.org.uk and we it'll be most helpful if 'Trustpilot' is mentioned in the subject line of your email too.We look forward to hearing from you soon 😊Many ThanksCustomer Service Team
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