How L&Q is performing

Find out how we're performing across homes, services, satisfaction, complaints and health and safety, including where we need to improve.

How we report our performance

We publish information about our performance so you can see how well we're providing homes and services and where we need to improve.

You can see our latest results, how they've changed over time and the targets we're working towards. We provide this information where it's available.

We also explain what the results mean and what we're doing to improve.

Our performance against strategic commitments

Our performance report shows how we're doing against the commitments in our corporate strategy.

For each commitment, you can see:

our latest results
previous results, where available
our targets, where we have them*
whether performance is improving or declining
what the results mean
what we're doing to improve

*For some measures, we're still collecting data before we set a realistic target. This is called baselining.

See our latest performance against strategic commitments

Tenant Satisfaction Measures (TSMs)

Tenant Satisfaction Measures (TSMs) are set by the Regulator of Social Housing. We publish our results once a year, so you can see how we're performing and compare our results with other social landlords.

They cover areas like:

overall satisfaction
repairs and maintenance
building safety
listening to residents
neighbourhood management
complaint handling

See our latest TSMs results

Complaints performance

We use complaints and feedback to understand where things have gone wrong and improve our services.

Every year, we report:

how many complaints we receive
how quickly we respond
Housing Ombudsman outcomes
what we've changed as a result of complaints

See our latest complaints performance

Health and safety performance

We publish information about how we're performing across the areas that help us keep you and your home safe.

This includes our performance on:

building safety
fire safety
construction safety
resident health
gas safety
asbestos safety
electrical safety
water safety
residential equipment and lift safety

For each area, you can see our latest results, what they mean and any action we're taking to improve.

See our latest health and safety performance

Understanding our performance information

We want our performance information to be clear and easy to understand.

Our performance information glossary explains some of the words and phrases we use in our performance reports and updates.

Inspection outcomes and ratings

Regulators and other independent organisations also review our work. Their findings give you an independent view of how we're performing and where we need to improve.

You can find information about:

The Housing Ombudsman Service also publishes regular reports sharing learning from across the housing sector. These include cases involving a range of landlords, including L&Q.

Explore reports from the Housing Ombudsman Service

Evictions

We publish information each year about the number of evictions from social homes and the reasons for them.

We also explain when we may consider eviction and the support we offer to help residents keep their homes.

We never publish information that could identify individual residents.

See our latest evictions information

Last updated: September 2026