On 1 April 2018, East Thames and L&Q became one organisation known as L&Q.

This is a guide to L&Q for former customers of East Thames.

Contact L&Q

Call L&Q Customer Services on 0300 456 9996.

Phone lines are open from 8am to 8pm Monday to Friday, excluding bank holidays. Outside of these hours, an emergency only service operates.

Visit contact L&Q for full details of how to contact us.

Repairs and maintenance

To request a repair from L&Q you can:

If you have an emergency repair, it is best to call us.

Visit repairs and maintenance for further information.

Your responsibilities for maintaining your home

We expect you to look after your home by:

  • Keeping the inside clean and in good condition
  • Carrying out minor repairs, replacements and DIY
  • Decorating inside your home
  • Keeping your garden tidy and free of rubbish

Find more information about repairs your are responsible for.


Your rent or service charge won't change as a result of the merger with L&Q.

If you pay your rent by direct debit, or at the Post Office or PayPoint using a swipecard, then you don't need to do anything.

If you pay your rent by standing order or internet banking, then you will need to make some changes to your payment details.

I pay my rent byAction you should take
Direct DebitNo action needed
Swipecard at the Post Office or PaypointNo action needed
Standing orderChange your payment details
Internet bankingChange your payment details

Visit our rent section for further information.

If you receive benefits

If you receive benefits and they are paid directly to East Thames or L&Q, you don't have to do anything.

If you receive Universal Credit then you will need to log into your Universal Credit account and change your landlord's name to L&Q.

Other L&Q services

Explore this website for details of L&Q services that are available to you: