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L&Q Service Standards

Our standards are a set of commitments we make to residents about the services we provide and how well we perform. They were developed in partnership with L&Q's Resident Board, Neighbourhood Committees and other residents who helped to set standards for service delivery.

Our standards have been grouped into five service areas which relate directly to the standards set out by our regulator the Homes and Communities Agency. One standard in each area makes up our Service Commitment to residents.

Our Service Commitment

  • Resident Involvement and Empowerment

    We will provide a range of opportunities for residents to get involved in shaping L&Q services.

  • Home

    We will provide and maintain homes to the Decent Homes Standard.

  • Tenancy

    We will let our homes fairly to applicants and existing residents.

  • Neighbourhood and Community

    We will work to improve neighbourhoods in partnership with local organisations.

  • Value for Money

    We will ensure residents receive value for money through their rents and service charges.

Our performance

A summary of how we have performed against our standards can be found in the Residents Annual Report.