We work with you and use your day-to-day feedback to help us improve your experience with our services. We welcome the new government regulations on resident involvement and here’s how we’ll be a resident-centred landlord.

Our resident involvement and accountability programme

Our resident involvement and accountability programme was created in partnership with residents and focuses on five areas underpinned by a set of principles that guide how we run L&Q.

We asked members of the L&Q and You! online community: how important is resident involvement to you against our five areas?

We asked why that is and what impact you think it has or should have – and more than 500 of you completed the survey. Here’s what you said:

Patch-based collaboration and information sharing

We'll support resident-facing teams to get to know their patch by working in partnership with the people that live there.


Ninety-four percent of you think it’s important that we involve residents when getting to know the area you live in and finding out what issues or concerns the community has. 

You said it’s important because residents have a lived experience and knowledge about the area and they know more about local issues.

Involving residents can also build trust and belief that things can change and it can increase the feeling of safety and security within the neighbourhood.

“Residents know the area around their homes. They speak to each other, which builds a stronger community bond and this creates pride in where you live.”


Find out more about how to get involved in your local area.

Transparency and accountability

We'll share how we're performing in the areas that concern you most and speak with one voice on what we're doing to improve your experience with us.


Ninety-four per cent of you think it’s important that we share updates on what we’re doing to improve service delivery.

Ninety-two per cent think it’s important we share regular updates on how we’re performing and that we tell you what we do with your feedback.

You said it’s important because it gives us the potential to align resident expectations and business goals for performance.

If residents know more about our priorities and performance, then you may feel more motivated to help us resolve any issues. Transparency also proves that we have done what we said we would.

“Being transparent will give residents realistic repair waiting times.”


Find out more about other ways to stay informed.

Business improvement

We'll bring you closer to business areas to help us continually improve and build more resident-centered working cultures.


Eighty-six per cent of you think it’s important that we offer you opportunities to collaborate with us on how we improve.

You said it’s important as it will increase awareness of what we’re doing to improve our service and performance.

It will give you an element of responsibility to drive improvement and develop better services, and it will align our objectives with residents’ priorities.

“If everyone works as part of a collaborative team, everyone is responsible to improve and create an approach of continuous improvement.

"This reduces firefighting when things go wrong and allows common areas for improvement to be grouped together, approached proactively, saving time, resources and money.”


Find out more about how to get involved at a business level.

Scrutiny and oversight

We'll work with residents to understand if we're doing what we say we will and whether we're making a positive difference.


Ninety-one per cent of you think that it’s important to involve you in scrutinising our performance, while 94% think it’s important to look back at what we’ve done to see if it has had a positive impact.

You said it’s important for us to reflect, grow and learn from our mistakes and show that we care. Honesty about where we've performed well and not so well helps to improve transparency.


Find out more about how to get involved at a strategic level.

Improving our resident involvement practice

We'll make sure that resident involvement is meaningful, impactful and enjoyable.


Resident feedback on our resident involvement programme highlights how important it is for us to work in partnership with you to improve the service and support we provide while maintaining transparency and accountability.

Your feedback also shows how important it is for us to make the process of getting involved accessible and meaningful and that you have an opportunity to make a difference while developing skills and experience during the process.

To help us do that, we’re encouraging our employment support and housing management colleagues to promote all new resident involvement opportunities in the neighbourhoods and communities they support.

Our resident involvement principles

  • Taking an inclusive rather than exclusive approach to resident involvement
    We want to provide more meaningful, impactful, and enjoyable opportunities for residents to get involved with us on a wide range of topics and issues.

    We'll do this by removing the barriers that you say can prevent you from getting more involved with us.
  • Reward and recognition 
    We want to make sure we value residents’ time, experience and contribution and we adhere to best practices in volunteer management and investing in volunteers.
  • Clear business interfaces
    We want to make sure that when residents get involved there is a clear and defined opportunity for you to influence something and that you meet with relevant parts of the business who can make those changes happen.

    All strategic forums and committees must have a clear pathway into the Resident Services Board and draw on feedback from the wider resident base to inform their work.
  • Equity and fairness
    We want to make sure that the experience of one resident community is not amplified over others and that residents are working together for the benefit of all residents.
  • Collaboration and partnership working
    We want to make sure clear volunteer role profiles and agreements set out how we'll agree to work together for the benefit of residents.
  • Empowering models of involvement
    We want to support residents to self-organise into sustainable local groups and work in partnership with them.

Do the survey results make a difference to you? 

Your feedback on our resident involvement programme highlights the importance of working together with you to improve our service delivery whilst maintaining transparency and accountability.

It shows us the importance of making the process of getting you involved more accessible and meaningful and that all residents have an opportunity to make a difference. We want you to gain skills and experience throughout the whole process.

To help us do that, we’re encouraging our employment support and housing management colleagues to promote all new resident involvement opportunities in the neighbourhoods and communities they support.

If you’re interested in any of our resident involvement opportunities, please complete our registration form below and we’ll be in touch soon.


Register your interest in resident involvement


Find out more about the impact of resident involvement.