Lanes Group Avis 943

Booked Lanes Drainage to carry out a drainage survey on our new property. I was initially informed that the surveyor would attend between 1pm and 4pm. After 4pm came and went with no arrival, I contacted Lanes and was told there had been an issue at a previous job, so a stand-in surveyor would attend later that evening.

When the surveyor eventually arrived, he was very pleasant, professional, and carried out what appeared to be a thorough and competent survey, so initially I was pleased with the service.

However, more than five weeks later, I still have not received the survey report. During this time, I have contacted Lanes on three separate occasions and each time was assured the matter would be dealt with immediately, yet nothing has materialised. I also requested a copy of their complaints procedure over a week ago and am still awaiting a response.

Unfortunately, while the survey itself seemed satisfactory, the after-service communication and administration have been extremely disappointing.

Customer services none existent. I've been waiting weeks for them to give me there excuse why one of there vans and operative persist in blocking my driveway? Avoid at all cost.

Just a shame you cant do 0 stars on this

Called council on Wednesday morning and explained sink is extremely blocked and we (family of 5) couldnt use washing machine/dishwasher or sink due to this issue, we were told a contractor (Lanes) would turn up within 4hrs, they never did, we called back and was then told it would be within 8hrs as it was now after hours emergency, they never turned up, it is now 4 days later and we were told the contractor would be there by lunchtime but did not and it was then escalated to a emergency night call, he did again not arrive so back on the phone to be told he would be there within an hour, the contractor himself also called my wifes mobile to say he was just filling up his van and was on the way, he did not turn up, back on the phone, we were then told he had knocked door, got no answer and left, regardless of there being a stair buzzer, a door knocker, a doorbell and... my wifes phone number. We had sat in silence with nothing on to make sure we heard the door.. i suspect he did however not turn up at all, i was then given lanes number and was told by a very rude gentleman that he'd tried calling the contractor but he wasnt answering so we're not getting any help and hung up. AVOID! AVOID AVOID!! Absolute clown show of a company!!

Less than 24 hours notice of non emergency sewage work.
Weak, ambiguous communications.
Phoned the customer line.
Was "first in line" for 1 hour 20 minutes.
No reply.
Hung up.
Disinformation.
Disappointing in the extreme.

Drive like absolutely idiots with no safety! Tailgate drivers then abuse them.

They came here to put a man hole cover in my drive for Yorkshire water on 16 th march 2026. My husband showed them were the power cables for garage and house alarm was underground in armour core . Been there 30 years . Yorkshire water had also put blue paint down and yellow arrows . Within five mins the lanes guys came to door they had cut thru the wires in two places . Disconnected my house alarm sockets and lites in garage . They had to go back to head office for a drugs test . On Thurs 19 th march 2026. Lanes came back diff men and met an electric man here called Dan . He said it can all be repaired but because they cut thru it twice it had to be renewed. He was coming the next day Fri 20 th to do the work . Lanes cut more concrete out my shared drive so he could do the work . Waited all day no show . Rang mark at lanes he's on holiday now . I'm now sat with no working house alarm . Live wires in my drive no electric in garage or lites a knackered freezer all meat binned . It's 24 3 2026. No work done no one gets back over 30 phone calls to Yorkshire water and lanes . And all last week Wen this was going on my daughter and newborn baby were in ICU in hospital . I'm at my witts end . Yorkshire water and lanes are incompetent idiots . So only option now is to contact ccw for help . Don't use lanes

Appalling customer service. Emails not answered, calls not returned. Impossible to get hold of anyone to answer queries and to forward relevant info to Thames Water.

Lanes recommended by my Insurance company ,Antony arrived on time -was pleasant, helpful and efficient and quickly solved the problem

Good service and good communications

Phoned today and Vivian couldn’t be more helpful. Very polite and very reassuring. Had 2 of the team at my property in less than an hour of phoning and issue resolved in an hour of them being here. The guys was great and worked well to get my issue resolved.

Couldn’t be happier with the service provided! 10/10

Lanes were the approved supplier for my insurance company. Called regarding a blocked pipe on Friday morning and, Lanes contacted me soon after, with a call out the same day. Unfortunately, Jordan tried his best but could not move the blockage in the stench pipe due to its location, said it would require a further call out. Called again on Monday and spoke to Gavin at their Washington Depot and then a lovely lady on the phone who was super helpful. She arranged for Jordan to come back out but he was still having difficulty moving the blockage. Luckily a couple of other guys from the company were in the vicinity on another call and were happy to assist. Everything completed and cleared - fingers crossed. An excellent company and would definitely recommend.

See response from Lanes. I am not saying it was an unconsidered "Cut and Paste" but who is Jennie.?Says it all.!

Original post below
Lanes Group Wrote to me regarding work on my sewers. I tried to call them numerous times for an update. I used the Customer Solutions number they provided 03333445680 and their Slough Office 01753254001 Call answered, menu choices then "you will be passed to next available operator" or " You are first in line" after 15 mins gave up. They make HMRC look positively efficient! Also used their web site contact form. No response. Its just horrendous!!. Their letter said "Our lines are always open". They might be but it would be handy if you had a "human" available to take the call.

We had a blocked external drain. Jo arrived on scheduled and did an excellent and thorough job clearing the blockage in the drain. Thorough and professional

Awful company can't be bothered to answer phones. Send out letters that are very economical with details.

So, our drains were blocked and over flowing at 17:00 hrs called our insurance who sent out LANES Group.
We had a call from LANES who said someone will be with you within an hour to CLIPSTONE Mansfield and he was, so professional and friendly. Got straight onto the job knew the solution and where the blockage was which was a few doors down.
Would definitely recommend LANES Group ***** from me. Well done 👍

Excellent service from both the office and the lads who came out . Kept updated and all issues explained clearly. Thoroughly recommend Lanes for Drains

If I could leave no ratings I would,sat here for 3rd time appointment re arranged,3 days unpaid from work waiting for a bunch of Muppets clearly no customer service skills to ring or send a message to say not coming to locate a burried manhole I knew nothing about that is blocked with tree roots and needs bricking to level of ground,my wife is disabled with a chronic illness and this stress is making her very poorly, waterboard keep chasing but no one cares,us little people clearly don't matter

Omg two amazing guys called Chris and Mark attempted to come to our house last night 10/12 road was so busy that they had to come back. kept me informed by text all the time arrived back later very professional and so so helpful thanks for clearing my drains it didn’t take them long at all obviously knew their job inside and out. Thanks guys one happy customer

Our goto company in East and West Scotland for CCTVs and sewer remedials. Great service from the operatives and George Reynolds/Brian Kerr very helpful and friendly

Engineer arrived on time and promptly identified the issue with our blocked toilet. Using his camera equipment he was able to see the problem and very quickly remove the blockage. The engineer was careful, polite and cleared after him. All done and workingperfectly in half an hour. Great Service.