Resident involvement and empowerment standards
| Standard | Measure | Target |
|---|---|---|
| Customer Service | ||
| We will make it easy for residents to contact us | % finding it easy to get hold of the right person | 78% |
| We will deal with enquiries to the satisfaction of residents | % satisfied with the final outcome of enquiry | 68% |
| We will provide choice in agreed areas and inform residents about this in a variety of ways | Measured via Quality Improvement Review and our Resident Inspector programme | n/a |
| Complaints | ||
| We will take complaints seriously and address them promptly | % complaints resolved within 10 days | 92% |
| We will keep residents informed of the progress of their complaint | % kept up to date with progress of their complaint | 65% |
| Involvement & Empowerment | ||
| We will provide a range of opportunities for residents to get involved in shaping L&Q services | % satisfied with opportunities to make their views known | 62% |
| We will listen to resident's views and use the feedback to improve services | % of residents satisfied their views are listened to and acted upon | 62% |
| Meeting residents' needs | ||
| We will treat residents fairly and equitably | Measured via Quality Improvement Review and our Resident Inspector programme | n/a |
For further information about the delivery of the standards you can contact L&Q Direct on 0800 015 6536 or follow one of the links below:
- Summary of complaints 2010-11
- L&Q Customer Service standards guidance (PDF, 66KB)
- L&Q Complaints standards guidance (PDF, 66KB)
- L&Q
Involvement and empowerment standards guidance (PDF,
66KB)
