The health and wellbeing of our customers, staff and the public is very important to us. We are closely following the latest government advice surrounding the Coronavirus situation in the UK, while we adapt our services to ensure our Sales Team can continue to support our customers on their home buying journey.

We understand that this is a confusing and difficult time for everyone. Here are some FAQs for those who may be planning to visit us over the coming days, or who are already in the process of buying a home with L&Q:

Sales and Marketing Suite Visits

Are your Sales and Marketing Suites and Show Homes still open?

For you safety, some of our sales and marketing Suites are now open and operating on an appointment only basis. We’re also offering individual visits to specific properties. We’re taking measures to keep you and our colleagues safe during appointments.

Details on appointment and opening times can be found on our development pages.

For these appointments, we are following strict social distancing rules, which means we can welcome only two adults from your household at a time. Unfortunately, we aren’t able to have children take part in any visits and we can’t accept walk-ins.

If you would prefer to speak to someone from the comfort of your own home, our sales teams are still on hand and can carry out appointments via phone, email and, where possible, by virtual tour.

How are you keeping visitors safe at their appointments?

We are taking extra precautions to keep you and our colleagues safe, and we’d like to thank you in advance for sticking to our new measures.

When you book an appointment, a member of the Sales Team will give you a short call to make sure you, and everyone in your household (including those not attending the appointment) are feeling well.

We will be exercising social distancing measures throughout all appointments. We’re also operating regular deep cleaning schedules and have new handwashing stations. Hand sanitiser and disposable gloves will be available to all customers.

Details of these precautionary measures will be highlighted in your booking confirmation email, and the sales team will talk you through our new processes when you arrive for your appointment.

Buying a Home with L&Q

Can I still buy an L&Q home?

Yes, we are continuing to help all our customers on their home buying journey.

We’re now able to book individual appointments at some of our sales and marketing suites, as well as online and on the phone. We can also share information, such as brochures and floorplans, with you and are able to offer virtual tours for many of our developments.

All reservations are continuing to be carried out virtually, for your safety.

In the meantime, please contact the relevant sales team via our website, who can provide further information to you.



Ongoing Sales & Reservations

I am buying a home with L&Q – will this affect the process?

Sales are continuing across all our developments. We’re working to minimise any disruption to the process. We can still progress sales as well as facilitate completions and key handovers, but we’re taking extra precautions at every stage.

Our Sales Team are on hand to guide you through the process and discuss any concerns you may have, so please don’t hesitate to contact us. If you are ill or self-isolating and are due to exchange or complete on your home, please contact our Sales Team and we will support you however we can.

Completions and Handovers

I am due to complete, will my completion date move?

We’re working hard to ensure planned completion dates remain the same for all finished homes. We’re taking extra precautions throughout the process, and our Sales Team will be in touch to arrange getting your keys to you safely. Our Sales Teams can deal with any concerns you may have, and they will work to find a suitable alternative if needed.

I have reserved and L&Q home off-plan, will my completion date change?

In line with government guidelines, and to keep our colleagues safe, we took the tough decision a few weeks ago to close all our construction sites temporarily.

If your new home is under construction, you may have received a message from us that your move-in date has been delayed. We know how important moving into a new home is, and we are working to minimise delays.

As we review our plans with our construction partners to restart work across our sites, we’ll be looking at every site on a case-by-case basis. This means some work will start again earlier than others, to make sure we can comply with the latest government guidance.

Our sales team will provide updates on the build progress of your home as it becomes available.

Home Welcomes

I have a Home Welcome appointment booked, will this still go ahead?

In line with government advice, all pre-booked Home Welcome appointments will now be carried out over the phone at the date and time you have booked. If you need to rearrange this appointment, please let the Sales Team know as soon as possible.

I need to book my Home Welcome appointment, how will this work? 

If you haven’t yet arranged your Home Welcome appointment, our Sales Team will be in touch to find a suitable time to carry out the appointment over the phone with you.

What else is L&Q doing to make sure residents are safe?

We are a regulated charitable housing association that owns and manages homes across the UK. Our teams are working very hard to ensure the health and safety of all our residents, and are here to support you at every opportunity. You can find out more about how we are doing this here: