Legal & General Homes Reviews 95

Extremely disappointing experience with Legal and General Affordable Housing.

After ongoing issues with our managing agent, Pinnacle, I contacted Legal and General directly expecting some level of support or ownership given they are the landlord.

Instead, I was spoken to in a dismissive and unhelpful manner and told, in no uncertain terms, that they are simply the landlord and do not deal with these issues. I was made to feel like I did not understand how this works, and was given nothing more than an email address before the call ended.

No attempt to understand the situation. No attempt to help. No accountability.

This is despite the fact that they have appointed Pinnacle to manage their developments, and residents are dealing with significant service failures and excessive charges as a result.

The entire setup feels like an unregulated space where there is no clear accountability, and residents are left stuck between organisations that pass responsibility back and forth.

Legal and General should seriously consider whether they want to be associated with a managing agent that is delivering such poor service, because right now both parties reflect badly.

If this is the level of support you can expect from the landlord, it raises serious concerns about how these developments are managed and overseen.

Jonathan C was brilliant, he was super efficient at getting back to me with the surveys report, and explained all the points in detail and broke them down for me so I understood

Can't remember such poor service from a company - they take months to respond to any query and you effectively can't phone - would you sit on hold for more than 45 minutes? People shouldn't need 6 months of savings to cover them until L&G get off their backside to pay a pension you're owed.

I paid for the digital house survey of a property I want to buy.
To be honest the all process was very straightforward and easy-at first.Once I paid for the survey online.The legal and general surveys contacted the house agency.I got an email which said the date of the visit and what to expect afterwards.
The survey reports came very fast which I was pleasantly surprised.
I was told that after my report was sent, I ll speak with the person that did the visit and answer any questions I had.I never received a call and after waiting for over a week I decided to call .
After I contacted them I was told that the person has gone for annual leave and the could not answer my questions since the person that visited the property was on leave.I had to wait further 10 days.That cost me significant delays .After 14 days I got a message that the have tried to contact me multiple times but that I have not responded.No one tried to call me or email me.I called the customer service and they gave me the contact number of the person that did the survey ,I tried calling that number but no respond.
I had to pay another survey for the issue the pointed it would have been helpful if the had answered the questions I had
Very unprofessional
I’m totally disappointed of the service and I will not be recommending it

Barclays instructed Legal & General to carry out the property valuation. L&G contacted my agent on 27th May and scheduled the appointment for 5th June — already a considerable delay. Since then, despite it now being 13th June, we are still waiting for the valuation report.

Legal & General has failed to meet the standard 5-day SLA, and even after multiple chases by Barclays and ourselves calling daily, there has been no update or meaningful response. The complete lack of communication and accountability has made this one of the worst and most frustrating experiences I've encountered in a property process.For an organisation of your size and reputation, this level of service is extremely disappointing. I urge you to review this case and take internal action to improve your process, responsiveness, and transparency going forward.

They never even bother to respond. It's worse than dealing with the council. Avoid buying houses from them.

REPLY 1
Dear L&G, please ask Danielle from Southern Housing, who manages your properties, about my identity and how many times she and my conveyancer have written to you on my behalf.

REPLY 2
I just sent it to the email address you provided here.

The explaination about the propery Supportive staff

The company are very welcoming and friendly.
Ready to answer all the questions and demonstrating all what you need to know

Fantastic experience. We reserved.

We have been very impressed with the sales team and the customer care team since we moved in to our new build in Shrivenham, Oxfordshire. Abby has been very quick to respond to any problems we encountered since moving in, and Simon has been such a lovely guy turning up on time to fix the problems. We are very happy in our lovely new home.

Lily is so great doing her job. Cristal clear explanations. Patience and helpful in the house viewing.

I was also supported by Nikki, another really good seller.

The whole experience is a 10/10. The team is supportive. The visitor centre building is a plus needed, so attractive for customers.

Moving home is never an easy prospect; which is why, when we chose our new-build at the end of 2022, we were so pleased we chose a new home from Legal and General and their associated construction company Cala Homes. Obviously, with any move, it would be expected that odd issues will crop up from time to time that will need to be resolved. That is where L&G/Cala’s Customer Care Team come into their own and make a real difference.
When we have any issues, we deal with the Cotswolds Division of the Customer Care Service and have always found them helpful, polite and responsive to our requests for help They’ve, so far, taken our requests very seriously and have been proactive in resolving them. Recently, we have raised an issue relating to the maintenance of public areas and they have, immediately, arranged to visit and inspect the area to assess what needs to be done. Myself and my neighbours are grateful for their speedy intervention in this matter. Thank you Sheree and Abby for taking this on.
In summary, a good team that provide very good all round customer service.

We purchased a 4 bed Gidea from L&G at Cross Trees Park in December 2022. We are extremely pleased with our house, what makes our experience even better is the excellent aftercare from the Customer Services Team, Abby and Simon. Abby is so efficient organising contractors to fix any snagging issues, always addressing things quickly and efficiently. Simon has been absolutely superb, he has attended the property to address issues and he is always on time, professional and super tidy, both Abby and Simon are a credit to the L&G team.

We had the most fantastic experience with Jane and Lorraine at Cross Trees Park Shrivenham. Absolutely amazing. Very kind, helpful and supportive.

We came to view properties at Nobel Park to purchase a flat as a first time buyer. Tony patiently talked us through the details, and answered every question in an informative and useful way. From information about the layout of the site and the surrounding area, to the positioning of the light fittings, to the procedures required to carry out the purchase, he was extremely knowledgeable. He was also extremely personable and kind, and helped me decide to go ahead with a property here. Thank you!

The team is always welcoming and has given me some very good advice. It has been a long process and we've finally been able to reserve our new property. They have been very supportive over the months.

DONT EVER PURCHASE A SHARED OWNERSHIP PROPERTY WITH LEGAL AND GENERAL!!

Trying to sell my house and getting absolutely nowhere. Orbit was my original landlord and my sale was going really well with them. Then L&G took over as my landlord and the sale has ground to a halt. My sale will very likely fall through due to buyer not wanting to wait any longer, which is understandable. You can’t phone anyone to speak with an actual human being, all communication is via email which just seems to be constantly ignored.
I’ve even written to the CEO and he assured me someone would be in contact today to help resolve the problems. No one has contacted me.

AVOID AT ALL COSTS!

Tenant of a legal & general affordable home. Managed by pinnacle, who don’t exist until they want rent or there’s a complaint somewhere. No repair team, no emergency repair team. Had ongoing rat issue since February, caved in sewer with drainage issues still not solved. This week water coming through 2 ceilings, no one to contact and help you. Moving to this property has caused us nothing but misery, money and stress. Biggest mistake we ever made.

Tony Lorraine was not only friendly and welcoming but extremely knowledgable.

His years of experienced coupled with his warm nature left both my fiancé and I in no doubt over where to buy our first home from.

We visited Nobel park as first time buyers, the process is all new to us and Tony was amazing spending 2 hours taking us around a variety of homes, answering all our questions and making us feel super comfortable throughout. Big thank you to Tony for such a thorough and enjoyable visit!