L&Q performance information glossary

We monitor the average number of days it takes to prepare an empty social home for a new resident to move in, measured from when a home becomes vacant to when it is ready to be re-let.

This helps us make sure social homes are available as soon as possible while meeting the standards expected by new residents.

We monitor how satisfied residents are with L&Q and the services we provide through our annual tenant satisfaction measure survey.

Their feedback helps us understand how well we are meeting residents’ needs and expectations.

This measure shows how often we send complaint responses on time.

For Stage 1 complaints, we aim to send our decision within 10 working days of acknowledging the complaint.

For Stage 2 complaints, we aim to send our decision within 20 working days of acknowledging the escalation.

This measure helps us track whether we are keeping to these timescales and delivering on our commitments to residents.

Moments That Matter are the key points in your experience with us that have the biggest impact on how you feel about the service you receive.

They are not every interaction you have with us. Instead, they are the important moments where getting things right matters most, like when you need clear information, updates on progress, timely action and a good-quality outcome.

Through resident feedback, we've identified four things that matter most:

• knowing what to expect
• being kept informed
• getting issues resolved in a reasonable timeframe
• receiving a service delivered to an acceptable standard

During 2026/27, we'll be measuring our performance in these areas to build a clear picture of how well we're currently meeting residents' expectations. This will help us set meaningful future targets and track our progress over time.

We use these Moments That Matter to help design and improve our services, measure how well we're performing and make sure resident feedback shapes the changes we make.

We assess how satisfied residents are with the condition of their home through our annual Tenant Satisfaction Measures survey.

Their feedback helps us understand how successful we are at carrying out routine repairs and planned maintenance.

This measure shows whether routine repairs are completed within the timescales we have promised residents.

At L&Q, we attend emergency repairs within 24 hours, standard non-emergency repairs are usually completed within 20 working days, and more complex repairs, like roofing work that requires scaffolding, are usually completed within 40 working days.

Monitoring performance against these service level agreements helps us provide a reliable repairs service and make sure residents receive repairs within the expected timeframe.

We monitor whether residents’ homes meet the government’s Decent Homes Standard using home condition surveys and other information held on our systems.

This helps us make sure homes are safe, well maintained and provide a good standard of living for residents.

This measure shows how many residents’ homes have an Energy Performance Certificate (EPC) rating of C or above.

An EPC measures the energy efficiency of a home and gives it a rating from A (most energy efficient) to G (least energy efficient).

We monitor EPC ratings by keeping records of the latest EPC assessment for each home and tracking the proportion of homes that achieve a rating of C or above.

This helps us identify where energy efficiency improvements may be needed so homes are cheaper to heat, more comfortable to live in, and better for the environment.

This is how we monitor whether residents’ homes are safe and meet important health and safety standards.

This helps us make sure residents are protected and can feel safe in their home.

A home handover is the point at which a newly built home is completed and ready for a resident to move into.

It marks the transfer of the home from the developer or construction team to L&Q and, ultimately, to the resident.

We track home handovers to understand how many new homes are being delivered and made available for people who need them.

We monitor the number of new rented affordable homes handed over during the year and made available for residents.

This helps us track how many affordable homes we are delivering and providing to people who need them.

Rented affordable homes are homes we provide at rents that are lower than most private rentals.

They include homes for social rent, London Affordable Rent, affordable rent and other affordable rented housing options.

These homes help people who need an affordable place to live by providing secure, good-quality housing at a rent that is more affordable than homes available on the open market.

Interest cover is a measure that shows whether we generate enough income to comfortably pay the interest on the money we have borrowed.

A higher interest cover figure means we have more money available to meet our borrowing costs and invest in homes and services.

A lower figure means a larger share of our income is being used to pay interest.

Liquidity measures how long we can continue to meet our financial commitments using the cash and funding available to us.

Being above target helps show that we have the resources to deliver our plans, invest in homes and build new ones.

It also helps us manage unexpected challenges like increased prices for fuel or materials due to global conflict.

This shows how much money we have left after paying the costs of maintaining social homes and running our organisation.

It is a measure of how well our day-to-day business is performing.

When our operating margin is above target, it means our business is more efficient, helping to generate the resources needed to maintain existing social homes, invest in new homes and remain financially resilient.

We monitor colleague engagement through the Great Place to Work Trust Index survey, which asks employees for feedback about their experience of working at L&Q.

This helps us understand whether we are creating a positive workplace where people feel supported, valued and motivated to do their best work for residents.

We monitor diversity within our leadership teams by analysing workforce data, including characteristics, like gender, ethnicity and other protected characteristics.

This helps us understand how representative our leadership is of the communities we serve.

We monitor colleague sickness by tracking absence levels and staff turnover by tracking how many colleagues leave L&Q during the year.

This helps us understand colleague wellbeing and whether we are retaining the people needed to deliver good services to residents.

This measure shows how well we identify, monitor and manage asbestos, a material that was commonly used in buildings built or refurbished between the 1950s and late 1990s because it was strong and resistant to heat and fire.

If asbestos is damaged or disturbed, it can release fibres that may be harmful to health if breathed in.

By identifying, monitoring and safely managing asbestos in communal areas and buildings, we can make sure any risks are controlled and residents remain safe.

We monitor compliance with building safety requirements in higher-risk buildings through safety case reviews, inspections, audits and resident engagement activities.

This helps us meet our legal responsibilities and keep residents safe.

We monitor the safety performance of construction, development and major works projects through inspections, audits, reporting and compliance checks.

This helps protect residents, colleagues, contractors and members of the public.

We monitor the completion of electrical inspections, testing and maintenance against required timescales and compliance standards.

This helps make sure electrical systems remain safe and reliable.

We monitor whether fire safety inspections, servicing, maintenance and improvement works are completed in line with legal and regulatory requirements.

This helps keep residents and buildings safe from fire risks.

We monitor the completion of gas safety inspections and servicing in residents' homes and communal areas against required compliance timescales.

This helps keep residents safe from gas-related risks. 

We monitor reports of damp and mould, housing hazards and other building-related health issues, and track how quickly and effectively they are resolved.

This helps protect residents' health and wellbeing.

We monitor whether lifts, powered gates, playground equipment and other communal safety equipment receive inspections, servicing and repairs within required timescales.

This helps make sure they remain safe to use.

We monitor water safety through inspections, testing and risk assessments of water systems, including checks for Legionella bacteria.

This helps protect residents from water-related health risks.

Q1 is the first three months of our financial year, covering April, May and June.

Q2 is the second three months of our financial year, covering July, August and September.

Q3 is the third three months of our financial year, covering October, November and December.

Q4 is the fourth and final three months of our financial year, covering January, February and March.