Trusted Agent profile · Sidcup
★★★★★
1,704 reviews across 3 platforms
Cray House, Maidstone Road, Sidcup, DA14 5HU
Part of LQ, see every office.
LQ's office in Sidcup, at Cray House, is rated 3.4 out of 5 across 1,704 reviews on three platforms, including 96 Google reviews rated 3.1.
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Every review we hold for the Sidcup office, from every platform, shown as written. First names only.
5/5
TrustpilotNipa was great and made the process…
Nipa was great and made the process easy. I am so happy with the flat
Hi Emily, Thanks so much for your 5 star review. 😊We're delighted to hear that you had such a great experience with Nipa! It's always gratifying to know that she was able to make the process easy and stress free for you. Many Thanks Customer Service Team
1/5
TrustpilotI have sent the email and I have had no…
I have sent the email and I have had no reply from l&quadrant, I feel like I am given the run around ,I just want to know the date my fence panel are going to be replace,after my message on trust pilot I got a dm from l&quadrant asking for my details ,I sent them my details twice and they have done nothing .
Hi June,Thank you so much for taking team to leave us another review.We are currently experiencing high volumes of emails at this present time which is causing a delay, but rest assured you'll be sure to receive a response to your email at our very earliest opportunity.In the meantime, we sincerely apologise for the continued delay, our staff are doing everything possible and they’re working hard to respond to all emails as quickly as possible and we’re confident you’ll receive a response soon. We've also passed your review to our Customer Liaison Officer who we understand is also looking after your complaint and we've requested an update is provided on how your complaint is progressing too.Many ThanksCustomer Service Team
1/5
TrustpilotRepair failed
Plumber said wet room shower had tripped. He removed shower seat and opened panel to expose power switch then turned it on and of again. Shower pump started working but he said probably would stop again. Was told it should be hardwired but difficult to do. It is currently worked via Bluetooth.The pump stopped working next day, have to keep mopping up the water used.
Hi Jackie,Thank you for letting us know how your recent visit went for you and we're so sorry the pump is continuing to cause further problems.We understand why this is a worry for you and we'd very much love to help put right what went wrong.If you haven't recently contacted us regarding this matter, please feel free to let us know by email at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject) where our dedicated team here will be more than willing to help with your enquiry.Many ThanksCustomer Service Team
1/5
TrustpilotOur boiler has gone down TWICE - in a MONTH !!!
Our boiler went down at the beginning of January. The Contractors K&T. Heating - took 3 WEEKS to get the parts and come and mend it.It has been a month - and the boiler has gone down again. !!! And the phone number to the Repair Dept. at L&Q - is a JOKE !! they play over HALF an HOUR of Beatles songs... till you go RIGHT OFF them !!I wrote a review in K&T Heating and they ignored it.
Hi Susan,Thank you for sharing your concerns with us and we’re also sorry to hear a problem has arisen with your boiler.We understand why this is a worry, especially at this time of year, when we rely on our boilers to keep us warm.As you may already be aware, loss of heating and hot water is always dealt with as a priority, however sometimes delays can occur if parts are needed before boilers can be fully restored to their full potential. Regrettably this is beyond our control, however we’ll always endeavour to work with our contractors to restore supplies at the very earliest opportunity.With this in mind Susan, if you still need our assistance, we'll be more than happy to discuss this matter in more detail with you and follow up the outstanding repairs. To help us make it possible we kindly request you email your details to us at lqdirect@lqgroup.org.uk where our dedicated team will be happy to help. We recommend your email subject used is 'Trustpilot' as this'll be most helpful to us as well.Many ThanksCustomer Service Team
5/5
Trustpilot"Customer first" mindset
Nipa guided me through the entire process. From the very first second, Nipa proved to be very knowledgeable and accommodating to my needs/questions, and she always made me feel like my questions held some relevancy. Additionally, Nipa always acted promptly and professionally. Overall, it was a pleasure working with her and I would absolutely recommend anyone to work with her and L&Q.
Hi Jorge,Thank you so much for leaving us a review following your experience with Nipa.We're delighted you had the most wonderful experience; Nipa is great asset to us, and we love how she makes sure our customers always have the best possible experience as well.Many thanks again for your kind review Jorge, your feedback is greatly appreciated and we’re thankful for your recommendation too 😊Customer Service Team
1/5
TrustpilotI am registered as a vulnerable tenant…
I am registered as a vulnerable tenant with multiple health conditions.I live in a L&Q property (house), which is converted into two flats, I am upstairs Flat B, and my downstairs neighbour Flat A. My downstairs neighbour have been temporarily vacated since end of October due to major construction works in her flat. The L&Q contractors stupidly turned off the shared water stopcock/valve on Tuesday meaning I have had no water for two days thus far. The contractors have not been there since. The only tap I have is cold water in my kitchen. An emergency plumber attended my flat Wednesday evening and said/reported back to L&Q that there is nothing they can do without access to Flat A to turn on stopcock and reinstate my water supply. Instead of getting an emergency locksmith to force entry it appears L&Q are waiting for the vacated tenant or contractors to open door to Flat A and then book emergency plumber. Convoluted!! In the meantime I am suffering. Another example of below standard customer care.
Hi Simone,Thank you for your review and for bringing your concerns to our attention.We're truly sorry to hear your experience with our repairs service and we would like to help you the best we can. We always strive to offer the best service to our residents so it's naturally concerning for us too that we've failed to meet your expectations.We would love to help investigate and ensure an update is provided accordingly.To help us make it possible, we kindly request the details are emailed to us where our dedicated team will be more than willing to assist you further with your enquiry. Please reach out to us at lqdirect@lqgroup.org.uk and it’ll be most helpful if 'Trustpilot' is in the subject line of your email too.Many ThanksCustomer Service Team
5/5
TrustpilotGutters were blocked,done within a…
Gutters were blocked,done within a week.excellent workmen
Hi Linda,This is great to hear, and we really appreciate you taking the time to let us know.We absolutely love how our maintenance team was able to address the gutter issue promptly and efficiently. It makes us super proud to hear this too.Most importantly, we're pleased you've had a wonderful experience.Many thanks again, Linda! We look forward to helping you again soon 🙂Customer Service Team
1/5
TrustpilotSwale are useless
Swale are useless, you should have stuck with TSG!Dont turn up to emergency calls, don’t stick to times, cancel jobs because it suits them, left me using a dangerous boiler that has since been turned off and reported as dangerous and in need of replacing.The guys that came out to do the safety check were great but everyone else so far has been incompetent
Hi Damian,Thank you so much for your review and for taking the time to express your thoughts and experience with us.We’re deeply sorry you’ve had a frustrating experience with our contractor, and we offer our sincerest apology for all the trouble and inconvenience caused to you.We’ve certainly taken onboard your feedback as it certainly helps us to understand where our contractors could do better, so we’ll be sure to log some negative feedback which is regularly viewed by our management team.In the meantime, we can see everything with your new boiler install is progressing as it should and we’re confident this’ll be resolved for you soon.We’re of course here for you should there be anything further we can do to help, and you’re more than welcome to contact us at lqdirect@lqgroup.org.uk and by ensuring ‘Trustpilot’ is used as your email subject.Many ThanksCustomer Service
5/5
TrustpilotDear team
Dear teamWe have moved in. .it was an excellent presentation by the letting agents .one admires such competence and patience in presenting an eloquent demeanor when handing the keys and litterature to would be tenants.on 13.09.24. In cambridge franklin gardens.the 2 ladies agents were superbly knowledgeable.mrs GJ.have such great natural skills.beyond expectations.I thank you. R.A.
Hi Richard,Thank you for your kind words and for taking the time to share your positive experience. We're truly delighted to hear that you were impressed by the professionalism and knowledge of our letting agents. We strive to provide our customers with the best possible service, and we're thrilled that our team exceeded your expectations. Congratulations on your new home and we wish you every happiness as you continue to make your new home yours 😊Many ThanksCustomer Service Team
3/5
TrustpilotDissatisfaction. We had no heating and had to ring K&T…
We had no heating and had to ring K&T and told we had to report that we had no heating as thermostat was showing 5.1 reading and could not get any heating or hot water. L&Q then raised the job and K&T had to come back and it was found that he had switched of the power hence why we had no heating.
Hi Patricia,Thank you so much for letting us know how everything went with your recent visit from K&T.We're very sorry this happened to you, and we apologise for any inconvenience caused at the same time too.We appreciate you letting us know Patricia and hopefully the same won’t happen again, but we’re pleased the issue has since been resolved and you have your heating and hot water back.We're of course here for you should you need help with anything, and you're more than welcome to reach out to us at any time.Many ThanksCustomer Service Team.
4/5
TrustpilotGas service
I don’t really have anything to add as I don’t really have much contact with you
Hi Michael, Thanks for the 4 star rating! We understand you haven't had much contact with us, but please know we're here if you need us anytime. Many Thanks Customer Service Team
2/5
TrustpilotGas safety check for L and Q tennan
I have had to call swale back as the boiler is showing an error code I cannot cancel . The light was flashing on the boiler previously however the gas engineer said he had fixed this but it is still flashing. Bow heating comes on randomly and I can't alter the boiler times etc
Hi Karen,Thank you for taking the time to share your recent experience with us.We're truly sorry to hear about the ongoing issues you're facing with your boiler, and we apologise for any inconvenience this may have caused.Dealing with recurring problems can be very frustrating, especially when it affects your comfort and ability to control your heating, but we genuinely appreciate you bringing this to our attention.If you need any assistance in resolving this matter with Swale Heating, please don't hesitate to reach out to us. It'll be our pleasure to help.We have a fantastic team here, and you can contact us via email at lqdirect@lqgroup.org.uk. It would also be most helpful if you could mention 'Trustpilot' in the subject line of your email too.Many Thanks,Customer Service Team
4/5
TrustpilotA thorough service but little flexibility on access times.
This review refers to Swale Heating who are the contractors for L&Q. The gas safety check is an annual one but Swale continue to wish to gain access every 10 months which is inconvenient for myself and no doubt many other tenants. They are also very pushy if you wish to move the visit any closer to the 12 month point.
Hi John,Thank you so much for sharing your experiences with Swale 🙂We feel your dissatisfaction with the early contact for the annual gas safety appointment and we're extremely sorry for the disappointment caused to you.Unfortunately John, it isn't unusual for this to happen with our gas contractors as it's highly important for us to have a valid gas safety certificate for your home prior to the existing certificate expiring. With this said, if the contractor’s appointment isn't suitable there shouldn't be any issues in changing the date to a time more convenient, so we're truly sorry for the unhelpful experience you’ve recently had with Swale.Rest assured we’ve taken onboard your feedback as it helps us to understand where a more improved service would be welcomed so we can’t thank you enough for sharing your thoughts and feelings with us.If of course there's anything further we can do for you, please do let us know and it'll be our utmost pleasure to help. Contact with us here is 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
5/5
TrustpilotOverall experience was smooth and…
Overall experience was smooth and transparent. From showing interest on Zoopla, to details verification, house viewing arrangement, reference check and key collection. Moving in was very easy as well, we got all the required support and we were kept in the loop every step of the way. The apartment is quite comfy, spacious, and all fitted with new appliances. Love it!
Hi Justin,Congratulations on your new home! 🎉We're delighted you're loving your new home and we're so pleased your whole journey with us went smoothly for you. This is truly wonderful to hear, and we’re most appreciative of your amazing review too.Wishing you every happiness and all the best as you continue to make your new home yours.Many ThanksCustomer Service Team
1/5
TrustpilotL&Q is the worst housing association we…
L&Q is the worst housing association we have ever dealt with. Our building has been managed by 3 different organisations and L&Q by far the worse. The building in dirty, problems don't get resolved and if they do it takes weeks for them to get repaired. No housing manager lasts for more than a year and on top of everything they want to charge us for works we don't need. Absolutely useless, I will make a general complaint to the government. I'm giving one star because I didn't have the chance to give ZERO.
Hi Lesley,We welcome your feedback and we thank you for raising your concerns with us too.We're extremely sorry if you feel we haven't maintained the building to an acceptable standard, we understand why this would cause disappointment and although we've failed to provide you with the service you hoped to receive, your comments and concerns are still important to us.We would very much to learn more about your concerns and to work with you to find a resolution. To help us make it possible Lesley, please can you kindly email the full details of your concerns to lqdirect@lqgroup.org.uk (with 'Trustpilot' as the subject) and we'll be more than happy to arrange for a dedicated staff member to contact you.Many ThanksCustomer Service Team
1/5
TrustpilotPoor building management
Poor building managementDispute between L&Q and FirstPort resulting key building parts not being maintained, high service charges, poor interior maintenance.I would have bought a flat without L&Q if I knew what I'm signing up for in the beginning. It would have been cheaper from a service charge perspective and building would have been better maintained.
Hi,Thank you for sharing your review with us. We truly value your feedback and we would like to further address your concerns. We understand your frustration regarding the building's maintenance and service charge, and we're grateful that you've highlighted these issues to us.We're here to assist you further and collaborate with you to resolve any issues that are still outstanding. Please feel free to email your concerns to us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as your email subject), and We'll be more than happy to arrange for a dedicated staff member to reach out to you.Many Thanks,Customer Service Team
2/5
TrustpilotGet your times for emergency as stated.
Maybe when you tell someone will be out in an emergency and it takes 5 days, let the person know. As having a disabled daughter she can only use that bathroom. Said between 12pm and 5pm on the 8th, still had not been by Monday it was reported again, given the same time, and 9pm he came and it took 5mins.
Hi Natasha,Thank you very much for taking the time to share your recent experience with us.Whilst we appreciate and apologise for the disappointing experience you had, we'd like you to know your feedback is still important to us and it helps us to understand when things are not going so well for our residents.Having investigated this matter further with our contractor, we understand there was unfortunately some difficulties in gaining access into your home on the emergency call out. Incidentally this unfortunately resulted in another appointment being made with you.We trust the repair has since been completed but if we can be of further help and assistance, please feel free to let us know and we'll be sure to do our utmost for you. Our dedicated team here are reachable by email at lqdirect@lqgroup.org.uk and it’ll be most helpful is ‘Trustpilot’ is used as your email header on this occasion.In the meantime, we've certainly taken onboard your feedback as it helps our management team to look at ways we can further help in improving the service delivered by our contractor.Many ThanksCustomer Service Team
5/5
TrustpilotThe resales team listened and were…
The resales team listened and were always polite and courteous. They always responded to queries in a professional manner and were helpful, clear and informative. I felt supported by them and encouraged in the selling of my property. They actioned anything that needed actioning and guided me in things that I needed to have in place in the selling process.
Hi Hanora,Thank you very much for you 5-star review!We're over the moon you've had an amazing experience with our Resales Team, and we love how much they've supported you throughout the process in selling your home.It certainly sounds like everything went amazingly for you which is great news!Many thanks again for your feedback, it’s much appreciated, and we wish you the very the best 😊Customer Service Team
1/5
TrustpilotThe worst decision I have ever made for…
The worst decision I have ever made for my family was moving into a L&Q property.no heating or hot water for years. Unsafe entry into my flat ie doors open for addicts to do drugs in front my door. Stuck hear for ten years and overcrowded with zero chance of a move as can't find anyone on swap sites that want a L&Q property. And can't tell you how much holiday time I have used up waiting for engineers that never turn up but L&Q say i refused entry to the engineer. At rent just short of £1000 it's a nightmare that I would not recommend to my worst enemy.
Hi David,Thank you so much for leaving us a review and for sharing your concerns with us.We continually strive to offer the best service to our customers, and we apologise profusely if we’ve failed to meet your expectations. We’re saddened to learn building security is an issue, and you’ve suffered loss of heating and hot water for such a long time, both of which are important to us and will be taken seriously. We would very much love to work with you to find a resolution and ensure each of your concerns are addressed accordingly.To help us make is possible, please can you kindly email your details to our dedicated team who'll arrange for contact to be made with you. Our email address is lqdirect@lqgroup.org.uk and we highly recommend your email subject contains 'Trustpilot' As soon as we have your details David, it’ll be our pleasure to further assist you with each of the concerns you’ve raised in your review.Many ThanksCustomer Service Team
3/5
TrustpilotL and Q are very slow sometimes at issues raised …
L and Q are slow or even non existent sometimes when picking up or seeing what’s needed to be around the 2 courts Also slow on getting repairs done It is getting better and feel that the staff do rely on tenants pointing out what issues need doing and ones that they overlook
Hi Christine,Thank you so much for sharing your views with us.Your feedback is valuable to us, and we appreciate you taking the time to let us know about your experiences.We understand and appreciate your dissatisfaction with the responsiveness, especially regarding repairs. We're so sorry this service hasn't quite met your expectations, but please be rest assured we're committed to improving our services and ensuring that our residents' needs are met promptly.We're glad to hear that things are improving and that our staff are working hard to address issues. Your input is valuable to us, and we'll continue working hard to deliver excellence in all aspects of our services.We're here to help, and you're more than welcome to reach out to our dedicated team at any time with any concerns or questions. You can contact us by email at lqdirect@lqgroup.org.uk (with 'Trustpilot' in the subject line), and we'll be sure to do our best for you.Thank you again for your feedback; it's greatly appreciated 🙂Customer Service Team
5/5
TrustpilotAmazing experience !
Amazing experience !! Would recommend. Tina is extremely helpful and professional !!
Hi Mel,Thank you so much for leaving us a review following your experience with Tina.We're truly delighted you've had an amazing experience and Tina was there to support you throughout your journey with us.Your kind review has certainly made out day and we just know Tina will be most appreciative of your fabulous review too.Many thanks again Mel! 😀Customer Service Team
1/5
TrustpilotNever on time but at least turned up on the right day this year.
My gas safety check was booked for am. Engineer finally arrived at 3pm. When I contacted k&t they said that they engineer was not running late but 3pm is definitely not am in my book and I was waiting to fo out. Not engineers fault and he was very apologetic. As for the energy tips mentioned in the letter, never received any this year or last.
Hi Cara,Thank you so much for leaving us a review and for letting us know how your recent experience went with our contractor.We're so sorry you had a disappointing experience, and we appreciate the frustration this has caused you at the same time too.Morning appointments should be offered between 8am-1pm and we're also saddened to hear our contractor arrived much later than expected. Furthermore, we’re also disappointed the energy tips information was excluded from your letter and we sincerely apologise for the additional dissatisfaction this has caused you. We've certainly taken onboard your feedback as it helps us to understand when things are not going as planned so we can work with our contractor to prevent the same from happening again.In the meantime, if there's anything else you need our help with, feel free to let us know by emailing us at lqdirect@lqgroup.org.uk (with 'Trustpilot' as the email subject) and we'll be sure to do our utmost for you.Many ThanksCustomer Service Team
5/5
TrustpilotPlumber was on time .work done and…
Plumber was on time .work done and finished .Clean
Hi Catherine,Thank you very much for sharing your experience with us.We love that you're loving our repairs service; our maintenance team truly are amazing and it’s so nice to see you’re given them the full 5-stars too.It's with pleasure to help you Catherine, and we hope we can be of assistance to you again soon 🙂Many ThanksCustomer Service Team
5/5
TrustpilotFrom the initial phone call to…
From the initial phone call to completion of repair is always straightforward, staff are always respectful on the phone and are very helpful and informative, most of the workforce that attend my home treat it with respect and are very polite and do a great job, I am pleased to be a trafford tennant.
Hi Lesley,Thank you so much for your fabulous review and for taking the time to share your positive experience.Your heartfelt comments mean the world to us, and we're delighted you've found our service to be straightforward and respectful. It's wonderful to know that our staff are helpful and informative, and our operatives who attend your home treat it with great respect too.We always work hard to provide an excellent service, and your feedback certainly helps us to understand the great work we're doing. A huge thanks from us for sharing this with us! 😊Customer Service Team
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