Every review we hold for the Sidcup office, from every platform, shown as written. First names only.
★★★★★ 1/5
TrustpilotAvoid L&Q: no care for basic safety, security or well being.
L&Q is a pretend organisation which has no honour or respect for those who pay ever increasing service charges for absolutely no service and total disregard for our wellbeing and basic safety.Recently: Yet another appalling building manager. Our front entry door was open for over 2 weeks, with random people in our building, stealing parcels and trying to gain access to our apartments. Then, the entry door was locked for days, and our fobs did not work, leaving some residents stuck outside, alone, late at night. This is the third occurrence of this farce.A litany of issues all down to a succession of ill qualified building managers who have too many buildings to manage and apparently no authority to act.Broken glass windows on our roof terrace was shattered for months. Security issues constantly being raised as above, and also the lock to the stairwell operated by our fobs, is still not working, allowing local "characters" to use our stairwells to deal drugs and we even had a homeless man living under the stairs.And we pay increasingly high service charges for what?Please, please , please AVOID L &Q. They are without morals or responsibility, let alone basic professionalism.We are seeing our MP to take this further shortly.I am reading the reviews of other residents, both owners and renters, and L&Q should be thoroughly ashamed. I wonder if it's worth us all setting up a group and taking this neglect of basic responsibility and safety further, as we are in our building here following service charge increases for NO SERVICE. Please L&Q, your apologies here are so pointless. They mean nothing and do not reflect your actual attitude for those whom you "manage" - this faux concern simply is not true.
Andrew · 18 May 2023
Agent replied · 13 June 2024
Hi Andrew,We’re so sorry to learn there are several issues that are concerning for you.We truly feel your dissatisfaction and we honestly understand why they’ve prompted you to share your disappointment with us.Building security issues is also a worry for us too and we always endeavour to ensure security risks are always treated as priority and rectified at our earliest opportunity. Therefore, we offer our sincerest apology if you feel the issue hasn’t been dealt with appropriately but we’re always willing and open to discussing this in more detail as well as helping to put right what went wrong.We’ll of course be more than happy to discuss the other issues you’ve reported too, especially with those that may be outstanding so we can work with you towards a resolution.Please feel free to contact our amazing team here at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as the subject) and our dedicated team will do their utmost for you.Many ThanksCustomer Service Team
★★★★★ 4/5
TrustpilotSupportive
There was attentive listening, hospitable, understanding, empathic, supportive
Marilyn · 9 October 2024
Agent replied · 23 October 2024
Hi Marilyn,Thank you for leaving us a 4-star review!We truly appreciate you taking the time to share your positive experience, and we're glad to hear that you felt listened to, welcomed, and supported during your interaction with us.It makes us proud to know you've had the best possible experience, and it certainly sounds like it went perfectly for you.Many thanks again, Marilyn! We hope to be of assistance again soon 🙂Customer Service Team
★★★★★ 5/5
TrustpilotGreat experience
Great experience! The engineer was very informative and helpful. He went above and beyond checking the gas system in my apartment.Shame, when I called to rebook the first appointment I wasn't able to, so I've been told that the card will be left through the letter box. I feel this was a waste of mine and Swale engineer time.
Eugenija · 21 August 2024
Agent replied · 23 October 2024
Hi Eugenija,Thank you so much for leaving us a 5-star review! 😊We appreciate your kind words about the engineer's service, and we're pleased you found him informative and helpful. We understand and feel your frustration about the rebooking process to which we apologise for and will take your feedback into consideration as we continue to improve our services delivered by our contractors.Many thanks again for your feedback, it’s much appreciated and we look forward to helping you again soon.Customer Service Team
★★★★★ 4/5
TrustpilotBoiler problems
The work took four visits because parts were needed and had to be ordered and the engineers were very busy. This meant I had to take a lot of time off work which was financially a problem.However, the second engineer did a fantastic job and fixed the boiler. k&T were easy to deal with, friendly and helpful.
Chris · 21 September 2024
Agent replied · 23 October 2024
Hi Chris,Thank you so much for leaving us a 4-star review!We're deeply sorry to learn that multiple visits were needed to complete the work. We can imagine the inconvenience and financial strain this caused you, for which we offer our sincerest apology. We certainly appreciate your patience and understanding during the whole process, and we're pleased to hear that the second engineer was able to successfully fix the boiler. We love that you found K&T friendly and helpful too.Many thanks again, Chris! Your feedback is greatly appreciated 😊Customer Service Team
★★★★★ 4/5
TrustpilotThere roofer came on 24/5/24 to deal…
There roofer came on 24/5/24 to deal with a small leak , he decided to change all my air vents , he left and when we had rain the water was dripping through the ceiling , called them out again , a lovely roofer said that the pitch does not match the air vents , still waiting for them to replace them !
Gillian · 10 June 2024
Agent replied · 13 June 2024
Hi Gillian,Thank you very much for sharing your experience with us following the issue with the roof leaking.We're so sorry you had to experience this problem but it's great to hear our roofer was lovely and helped to identify the cause of the problem.We can confirm the repair is currently with our extended repairs team and they'll be sure to update you with further information as soon as it becomes available to them.In the meantime, if you have any further questions, by all means please let us know and we'll be sure to help you with these.Contact with us is welcome through any of your preferred channels or by email at lqdirect@lqgroup.org.uk where we kindly request 'Trustpilot' is used as your email subject on this occasion.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotEngineer was polite and fantastic and knew what he was doing
Enginner was polite knew what he was doing,very reassuring
Smith · 19 September 2024
Agent replied · 23 October 2024
Hi Smith Thomas,Thank you for your 5-star review! 😊We’re so pleased the engineer ticked all the boxes, it’s reassuring for us to hear this too. Most importantly we're delighted you had a positive experience and received an amazing service.Many thanks again for your feedback!Customer Service Team
★★★★★ 1/5
TrustpilotTerrible Company
I would give 0 stars if I could. This is a terrible company that never replies to emails or phone calls. If you do manage to get through, you’ll be left on hold for an hour, only for your issue to remain unresolved.
Amy · 23 February 2026
★★★★★ 2/5
TrustpilotK&T are being ' rinsed ' !?!
. X 16 callouts by their CON...tractors and x 8 engineers - inc. a Manager - (who found the sensor was faulty ...registering 24/7 hot water ¡¿¡¿)..and my energy company has billed me for it.K&T Heating are not concerned that my gas bill...had nearly TRIPLED....with JUST hot water and NO....HEATING....over that billing period ¡¿¡¿¡I am relieved to add their incompetance to my list of my Disrepair Solicitors.
Susan · 20 March 2024
Agent replied · 11 June 2024
Hi Susan,We're truly sorry to hear you've had a disappointing experience with K&T, but we really do appreciate you sharing your concerns with us here.We can imagine the frustration and inconvenience the numerous visits have caused and we offer our sincerest apology for all the trouble you've been through too.Understandably the increase with your energy costs is also a worry for you, and it saddens us to learn K&T are not feeling the same way. However, we'd love to help and provide further advice and guidance to help you in resolving this matter.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 it'll be our utmost pleasure to help.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotVery satisfied with the staff and with…
Very satisfied with the staff and with the excellent service
Elizabeth · 16 October 2026
★★★★★ 2/5
TrustpilotBad management and policies
By actually using professionals to do repairs and doing the job right the first time rather than sending 10 engineers for the same problem, not authorising the work recommending and on the 11th time and threat of going to the ombudsman it was actually fixed so probably cost them more in the long run. Bad financial and business management
Mrs · 12 August 2024
Agent replied · 23 October 2024
Hi Mrs Lawrence,Thank you for your review and for taking the time to leave us feedback. Your feedback is important to us, and we offer our sincerest apology.We've certainly taken onboard your comments.If you would like to discuss further, please email us at lqdirect@lqgroup.org.uk with 'Trustpilot' in the subject and our dedicated team will do their utmost for you. Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotAvoid L&Q at all costs
Dreadful service across every aspect of this company. Under the veil of a non-profit, they only seek to extract extortionate service charges from their buildings. They have zero ability to resolve issues raised with them getting lost in the system between different departments. The neighbourhood liason lead changes every 4-6 months as they cannot even retain their people. If at all possible, avoid L&Q!!!!!!
Josh · 14 May 2024
Agent replied · 11 June 2024
Hi Josh H,Thank you so much for your review.We’re saddened to hear you’re feeling disappointed with our services, but we’d love to work with you and help with any unresolved issues.If you’re happy for us to assist you further with your concerns, it’ll be great to hear from you. Please feel free to reach out to us at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as your email subject) and we’ll be more than happy to discuss anything that’s concerning for you.Many Thanks Customer Service Team
★★★★★ 1/5
TrustpilotWorst housing association ever
Worst housing association ever! I'm a highly vulnerable disabled person, and have been left with a broken door to the building for 4 and a half year. I fled domestic abuse and have now been left to feel unsafe again. They bodg job everything and have done nothing to help the damp issues in my flat.
Mark · 28 September 2024
Agent replied · 23 October 2024
Hi Mark,Thank you so much for sharing your concerns with us.We're deeply sorry to hear that you've had a disappointing experience, and we truly understand why this is a cause of worry for you too.We would love to help and have the opportunity to further investigate each of your concerns for you. With this in mind, we kindly invite you to email the details to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where our dedicated team will gladly help.Many Thanks,Customer Service Team
★★★★★ 3/5
TrustpilotAnnual Gas Check
It was a regular annual gas check !!Nothing was discussed with me by the engineer...so it's difficult to ''rate the experience''It would have helped to be told if all was okay or if anything needed to be done to improve safety..I use a gas cooker..just assuming it's safe to use..?!?!Feedback from the engineer would be useful.
Mrs · 24 September 2024
Agent replied · 23 October 2024
Hi Mrs Magbagbeola,Thank you so much for sharing your recent experience with us.We're sorry to hear about the lack of communication during your gas safety appointment. This is not the level of service we expect from our contractor, and we truly appreciate you bringing this to our attention.Ensuring that our customers feel informed and confident about their safety is a top priority for us. Please be rest assured your feedback will be shared to ensure that our engineers provide clear and helpful communication during gas checks.After further investigation, we're pleased to confirm that your home passed the gas safety inspection checks. We hope this helps ease your mind, and please know that we are here for you if you have any more questions.Please feel free to contact us at any time. We're reachable at lqdirect@lqgroup.org.uk and we kindly request 'Trustpilot' is used as your email subject. Our dedicated team is ready to assist you.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotMINUS ZERO I HAVE HAD SEWAGE COMING UP…
MINUS ZERO I HAVE HAD SEWAGE COMING UP THROUGH MY BATHTUB AND THE KITCHEN SINK IS BLOCKED. THIS HAS BEEN AN ONGOING ISSUE IN THE BLOCK THAT I LIVE IN, L&Q ARE AWARE OF THIS AND HAVE BEEN TRYING TO CHARGE RESIDENTS FOR BLOCKED DRAINING! I HAVE HAD BLOCKED SEWAGE AND THE SANITATION IS POOR TISSUE PAPER FROM THE TOILET COMING UP THROUGH THE BATHTUB! FOR OVER A YEAR AND WAS TOLD I HAVE TO PAY 70£ FOR THEM TO COME AND UNBLOCK OTHERWISE. BEING AS THE RESIDENT FLATS ARE ALL INTERLINKED, AS ONE FLAT BECOMES UNBLOCKED THE BLOCKAGE SHIFTS TO ANOTHER FLAT! I AM STILL DEALING WITH THIS ISSUE A YEAR LATER AND L&Q ENJOY TAKING THEIR TIME IN COMING TO ANY ARRANGEMENT. PLEASE DO NOT TELL ME TO CONTACT THE CALL CENTER AS I SPOKE TO SOME DRY WOMAN ON THE PHONE TODAY WHO WAS CONDESCENDING AND UNHELPFUL WHEN I ASKED ABOUT WHEN THE APPOINTMENT WAS MADE, I WAS TOLD THE COMPANY WHO IS SUPPOSED TO BE COMING OUT TO THE PROPERTY THAT L&Q DO NOT HAVE THAT INFORMATION! SO THERE IS NO ACCOUNTABILITY ON L&Q PART!
Meme · 12 April 2023
Agent replied · 11 June 2024
Hi Meme,We thank you for raising your concerns with us here and offer our sincerest apology if we haven’t provided you with the help and support you hoped to receive from us.We would also like to apologise for the problems inside you home and furthermore for the length of time you’ve had to experience this happening.Internal blockages inside the property would generally fall under our resident’s responsibility to maintain and rectify as when and when needed, however if the blockage is affecting your neighbours at the same time it’s likely there’s a communal issue which of course we hold responsibility for.With this in mind, we would love to investigate this further and have the opportunity to speak with you to gather some more details.Please can we kindly urge you to email us at lqdirect@lqgroup.org.uk and by using ‘Trustpilot’ as your email subject so we can arrange for contact to be made with you.Many ThanksCustomer Service Team
★★★★★ 4/5
TrustpilotTina was of great assistance leading up…
Tina was of great assistance leading up to our move, always very responsive and kind.
Danae · 21 May 2024
Agent replied · 11 June 2024
Hi Danae,Thank you very much for your review and kind words for Tina 😊She has certainly made us proud, and we're thrilled to hear she's delivered an amazing service to you as well.Tina will be most appreciative of your feedback too, so once again a huge thank you from us for sharing your praises with us here.We sincerely hope you’re loving your new home and we wish you the best as you continue to make your new home yours.Many ThanksCustomer Service Team
★★★★★ 3/5
TrustpilotDid not send a text message to confirm…
Did not send a text message to confirm job reference number. The poster displaying the emergency number in the apartment was incorrect as when rung it stated it was no longer in use. I had to go the website to get the correct number.On a positive, the agent responded to the call quite quickly.
Virgo · 20 October 2024
Agent replied · 23 October 2024
Hi Virgo Raj,Thank you very much for your feedback and for sharing your recent experience with us.It's great to hear you had a helpful experience despite the few hiccups you encountered with us. We sincerely apologize for any inconvenience and frustration this may have caused you.We'd love the opportunity to look into why a text confirmation didn't reach you and to ensure the information on the poster is updated as soon as possible.To help us achieve this, please kindly email your details to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' in the subject line) where one of our helpful advisors will gladly delve further into this for you.Many Thanks,Customer Service Team
★★★★★ 1/5
TrustpilotFrustration with L&Q in dealing with complaint and repairs
I concur with the 1 star reviews left by others. It is unlike me to leave a bad review about an organisation but I am forced to do this because there seems to be no recourse to the countless complaints I have raised with L&Q on our communal lift. Over the years it has been breaking down on average every month. The performance has deteriorated so much it stops working a couple of times a week and we're having to keep ringing the call centre to report a repair. I believe the contractor that maintains the lift has had enough! L&Q have acknowledged the lift will need an upgrade and gave the residents the official spiel i.e. Section 20 letter etc but there's been very little management of expectations on timing or plan on this upgrade. So in the meantime, residents suffer a wait of up to 3 weeks or more for a repair because it is the only lift in the entire block. Spare a thought for the sick, elderly and small children who have to climb up to 5 flights of stairs when the lift isn't working. So many residents have complained that L&Q have had to create a complaint scheme to manage their messaging i.e. we're being herded like cattle. I have asked for that complaint to be escalated to Stage 2 on 13th March 2023 due to their unsatisfactory response re Section 20 and I am still waiting for a response. In the meantime the lift has been broken for over 2 weeks after a number of repairs in Jan and Feb this year and we are still waiting for a resolution. Looking across the estate I can name many other communal issues that have been very poorly managed and yet year on year we get a letter from L&Q notifying residents on an increase in service charge. Words cannot describe my frustration because doesn't seem to be a way to hold L&Q to account as their complaints process is so ineffective. I would advise anyone considering buying a property or renting from L&Q to think very carefully before they commit.
H · 6 April 2023
Agent replied · 13 June 2024
Hi H Ho,Thank you for your feedback and for taking the time to share your experience with us.We're also saddened to learn there's a repeated issue with the lift failing and we sincerely apologise for the difficulties this is causing yourself and other residents. Furthermore, we feel your frustration, we certainly hear the struggles from our residents, especially the most vulnerable and we’re very sorry for the inconvenience and disappointment this matter is causing.As you may already be aware there's a few stages with a Section 20 consultation whereby each stage is given a time of approximately 30 days. This will unfortunately have an impact on the delay but it's important we adhere to these time frames during the consultation period.With this aside we'll be more than happy to further investigate this matter for you and hopefully we’ll be further forward to be able to provide a more positive outcome to your concerns. To help us achieve this we kindly ask you to reach out to our dedicated team by email at lqdirect@lqgroup.org.uk and by ensuring your email subject used is 'Trustpilot'Once we have all the information we need, we'll gladly investigate this matter further on your behalf and work with you to find a resolution.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotNOTHING NEW
After five years of living in an L&Q property I can honestly say that nothing has improved with regards to repairs or the general property management of this organisation. Despite their five year plan to improve the service they provide to residents, they still can’t organise the most basic repairs reported. No matter how many times they change the building manager, the same futile endless attempts to get repairs completed falls on deaf ears. Complain all you want, it won’t change a thing. My moan is about basic repairs to our relatively newly built property but my heart goes out to the people living in L&Q properties in a real state of disrepair. Let’s face it, if your organisation ends up on a Panorama programme about poor quality housing and a local MP Rupa Huq raising residents concerns in Parliament, need I say more!
Paul · 31 March 2023
Agent replied · 13 June 2024
Hi Paul,We welcome your feedback and we thank you for sharing your concerns with us too.We're sorry to hear you've experienced some issues with repairs to your home, but we truly understand and appreciate the disappointment this has caused you.We're here to help and we would love to have the opportunity to further assist you with any outstanding repairs still awaiting to be done.To help us make it possible, please can you kindly contact us by email at lqdirect@lqgroup.org.uk (with Trustpilot as the subject) and our dedicated team will do their utmost for you.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotVery good service
Mobin was very helpful with securing our apartment and was great at communicating with us clearly.
Pep · 25 April 2024
Agent replied · 11 June 2024
Hi Pep,Thank you so much for your fabulous review!😊We love your praises for Mubin, he truly is a great asset to the team and it’s lovely to hear how helpful he is in supporting our customers in securing a new home.We just know he’ll be delighted with how much you’ve appreciated his help and support too, so a huge thanks again for sharing this with us.In the meantime, we wish you all the best as your journey but please let us know if you need help with anything and we’ll happily assist with your enquiries.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotL&Q operatives tell you one thing that…
L&Q operatives tell you one thing that they want you to hear and get outta your place as quick as they can, and lie to you and what they are going to do for you, and tell their office, something completely different,and make you look a fool when you call up and name the operative who told you the false information to your face..disgusting behaviour…
Customer · 5 April 2024
Agent replied · 11 June 2024
Hi Customer,We’re extremely sorry to learn this is the kind of service you’ve experienced from our operatives, but we appreciate you taking the time to let us know.It’s upsetting for us to hear of your experience too and we offer our sincerest apology for failing to meet your expectations.Quite often when operatives visit our resident’s homes, they’ll assess the works need which’ll then be reported back to their maintenance supervisor who’ll make the final decision. However, we would expect our operatives to fully explain this procedure, so you’re made aware their recommendations are not guaranteed until a supervisor has agreed. With this said, we’re more than happy to discuss your review in more detail and if you feel this would help, please feel free to let us by email at lqdirect@lqgroup.org.uk (with ‘Trustpilot’ as the email subject) where it’ll be our pleasure to arrange contact with you.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotMAINTENANCE DEPT. LQ THE OVERALL MANAGER MO VERY VERY POLITE and very understanding as I am lq Disabled Resident to date.
THE OVERALL MANAGER MO VERY VERY POLITE AND VERY RESPECTFUL WHEN SPEAKING TO ME AND THE CHAP DOING THE JOB. PLUS THE MANAGER MO CALLED THE GENTLEMAN TO MAKE SURE HE DID THE JOB AND FINISHING TIME HIS MANAGER VERY PROFESSIONAL ON BEHALF OF LQ APPRECIATED VERY MUCH THANK YOU MO. THE LQ MAINTENANCE MAN DID A GOOD JOB IN MY HOME ALSO. THANKYOU....FATIMA RESIDENT LQ.
FROM · 14 March 2024
Agent replied · 23 October 2024
Hi Fatima,Thank you so much for your amazing review! 🙂We’re overwhelmed by your kind comments and praises for Mo; it certainly makes us happy and proud to know we have such a wonderful and helpful staff member doing their utmost to help our residents.It's great to hear you’re pleased with the outcome too, and it also makes us happy to know our maintenance operative done a fabulous job.Thank you once again for your feedback, it’s greatly appreciated, and we very much look forward to assisting you again soon.Customer Service Team
★★★★★ 5/5
TrustpilotGas safety check.
Came on time, rang when on way. Which was helpful!
Zally · 9 August 2024
Agent replied · 23 October 2024
Hi Zally,Thank you so much for rating your recent experience with 5-stars 🙂It's great to hear all went well with your gas safety check appointment and we love that the engineer took time to call you whilst on their way to your home.Your feedback is greatly appreciated, and it certainly helps us to understand of the amazing work our contractors are doing for our residents too.Many ThanksCustomer Service Team
★★★★★ 5/5
TrustpilotGreat experience at Western Circus
From start to almost finish, my buying experience with L&Q has been great. Nicki the sales associate has been more than helpful and very accommodating allowing me to view the flat a few extra times before completion. She has been on hand to answer any emails and has guided me through the process. A great process, thank you!
Customer · 9 August 2024
Agent replied · 13 June 2024
Hi Customer,Congratulations on your new home and thank you so much for your fabolous review! 😊We're over the moon to hear about your positive experience with us. It's wonderful to know that you found our sales associate, Nicki, to be so helpful and accommodating and it's great to hear her dedication and support made your journey with us enjoyable and a positive experience.Many ThanksCustomer Service Team
★★★★★ 1/5
TrustpilotI been attacked by anti social…
I been attacked by anti social neighbours attempted breck ins even my son was attacked l&q what a joke been fighting with l&q for over a year and the they pass the buck the head of l&q what a joke im still being hounded and harassed still.im trying to move its very unsafe here.
Becky · 12 October 2024
Agent replied · 23 October 2024
Hi Becky,Thank you for sharing your review with us. We truly value your feedback.We're deeply sorry to hear about the impact your neighbour's behaviour is having on you, and it's disheartening to hear that your son was attacked and that you’re still facing harassment. Such behaviour is unacceptable, and whilst we take these matters very seriously, we apologise profusely if we haven't previously provided you with the help and support you expected from us.Regarding the incidents mentioned in your review, we believe these are also police matters. If you have not already done so, we strongly recommend reporting any incidents to the police as it’s important that they are made aware and of course they’ll also offer their assistance in situations like these. If the police determine a safety risk, they will also contact us.Furthermore, we would be happy to have a dedicated staff member reach out to you. If you’re willing to discuss your concerns further, please email us your details at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject), and we will be more than happy to assist you.We hope this is helpful, but please do not hesitate to reach out to us on the above email address if there is anything further we can do for you.Many Thanks,Customer Service Team
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
