Protecting yourself from scams
We've noticed an increase in scammers pretending to be L&Q or companies working on our behalf. You might receive letters, emails, and texts that appear to be from us but are not.
Examples of scam messages and phone calls
Scammers may contact you with links to malicious websites designed to steal your personal information, known as ‘phishing’. They might claim:
- you’re owed money and need your private information to prove this
- urgent unplanned work needs to be done to your home, requiring your private information*
- they need your bank details to make a payment or other personal information
*Do not open the door to someone claiming to carry out work without our confirmation.
If anyone asks you these questions, please hang up the phone, ignore any links in emails and don’t give them your details.
How to avoid scams
- check email addresses and telephone numbers – if they don’t look like the usual addresses or numbers you receive from us, they may be fake
- check web addresses before clicking on them - our main websites are lqgroup.org.uk and lqhomes.com
- look at the spelling and branding in any emails or letters – if there are mistakes, poor grammar or the logos don’t look right, it may be a scam
How we’re keeping you safe
We report any scam communications to the police and have processes to keep you safe when dealing with us.
We will never ask for specific information like payment card details, login information, or other personal details via email.
We will only contact you via email for information you have requested or need to be advised on.
We’ll never ask you to provide your email together with your password unless you’re signing into your L&Q account.
If we need to take payments, we will only do so by phone once you have passed our security checks or through our secure portal accessed via our main website.
Website
Our main websites are lqgroup.org.uk and lqhomes.com.
Our online account is protected by two-factor authentication, requiring a unique code in addition to your email and password when logging in.
Social media
If you see an offer, deal, promotion or competition on social media from L&Q on Facebook or Instagram, look for the blue tick next to our name. If it doesn’t have that, it’s likely to be a fraudster.
You can use our official Facebook page to ask questions or raise issues, but please do not share personal or sensitive information in public posts.
Our Customer Services team will only communicate with you on our Facebook page.
If you are messaged by a person or page different to the one above, it isn’t us, and you should let us know immediately.
Other ways to know it’s us on Facebook:
- We only ask for your details to help resolve issues via direct messages from our official page
- The only L&Q employees who use our Facebook account to support customers are the Customer Service team, and they only do this through our corporate account
If you receive suspicious communications claiming to be from us or companies working on our behalf
Do not engage with it, respond with your information or click on any links. Instead, contact us immediately.
Additional help and support
You can learn more about protecting yourself from online scams from The Cyber Helpline, National Cyber Security Centre and Action Fraud.