L&Q's performance against strategic commitments: Q1 2026/27
Find out how we're performing against the commitments in our corporate strategy, Our Future Shape 2026-31.
Jump to
- How we measure progress
- Our performance at a glance
- Understanding our performance information
- Our corporate strategy and strategic plans
How we measure progress
Our Future Shape sets out three commitments:
- We'll provide social homes to meet housing need
- We'll provide good landlord services
- We'll be efficient and maximise our impact
For each measure, we show our latest result, our target where we have one*, what the result means and what we're doing to improve.
We also show whether each measure is performing well, needs to be watched closely or needs attention.
* For some measures, we're still collecting data before we set a realistic target. This is called baselining.
Our performance at a glance
Between April and June 2026, we reported on 11 Key Performance Indicators (KPIs).
- What's going well
Routine repair completion times, financial performance and rented affordable home handovers were among the areas performing well.
- What needs attention
Some health and safety measures need improvement.
- What's next
Several measures, including customer satisfaction, are due to report later in the year.
From Q2, we'll also show how performance changes through the year.
We'll provide social homes to meet housing need
Our first commitment is to provide secure social housing in the Greater London and Greater Manchester areas.
- Homes meeting Decent Homes Standard
Q1 result: 94.2%
Year-end target: 99.5% or higherWe're below our year-end target. We expect performance to improve as we survey more homes and continue investing in improvements.
During Q1, our Major Works Investment Programme completed 179 kitchens, 244 bathrooms, 39 roofs and replaced 355 windows.
We're currently on course to meet the 99.5% target by the end of 2026/27.
- Homes with EPC rating C or above
Q1 result: 71.55%
Target: Being established during 2026/27More than seven in ten of our homes have an Energy Performance Certificate (EPC) rating of C or above, supporting better energy efficiency and comfort for residents.
We're establishing a baseline for this measure during 2026/27.
- Rented affordable home handovers
Q1 result: 270 homes
Year-end target: 640 homes
Status: Performing wellWe planned to hand over 133 rented affordable homes during Q1 and delivered 270.
This was 137 more than planned for the quarter.
- Health and safety compliance
Q1 result: eight measures performing well, four need watching closely and one needs attention
Target: All measures performing well
Status: Needs attentionWe monitor 13 health and safety measures as part of the KPI.
Fire safety compliance needs attention because some planned maintenance and records were not at the required level. This does not mean homes are unsafe. We have a plan in place to address the issues, and additional safety measures are in place while the work is completed.
Other measures were either performing well or needed to be watched closely.
Status Measures Performing well Construction safety, gas safety, asbestos, electrical safety, water safety, residential equipment and lifts, health and wellbeing, accidents and incidents Watching closely Building safety, resident health, people safety, workplace and work equipment Needs attention Fire safety - Resident satisfaction that homes are well maintained
Our next survey results will be available in Q2.
Target: 61% or higher.
We'll provide good landlord services
Our second commitment is to provide reliable, repeatable and consistent services for residents, colleagues, partners and suppliers.
- Complaints decision sent by due date
Q1 result: 95.5%
Target: 96% or higher
Status: Watch closelyWe sent 95.5% of complaint decisions by the due date, just below our 96% target.
We're bringing in additional temporary resources and reviewing our processes to help resolve complaints more quickly.
- Average empty home turnaround time
Q1 result: 134.7 days
Target: 150 days or fewer
Status: Performing wellIt took us an average of 134.7 days to prepare and re-let an empty home.
This is within our target and helps us make homes available more quickly to people who need them.
We've reduced the average turnaround time by around 50% over the past two years.
- Routine repairs completed within service level agreement (SLA)
Q1 result: 77.6%
Target: 72% or higher
Status: Performing wellWe completed 77.6% of routine repairs within our 20-working-day target.
Performance has improved over the past year and reached its highest level to date in June 2026.
We're continuing to reduce vacancies and outstanding repairs to improve performance further.
- Overall resident satisfaction
Our next overall satisfaction results will be available in Q2.
Our targets are:
- 58% or higher for low cost rental accommodation (LCRA)
- 31% or higher for low cost home ownership (LCHO)
- Resident experience at the Moments that Matter
We're monitoring this measure during 2026/27 before setting a target for 2027/28.
It looks at whether residents felt:
- they knew what to expect
- they were kept informed
- their issue was resolved in a reasonable time
- the work was completed to an acceptable standard
The first results against this measure will be reported in 2027/28.
We'll be efficient and maximise our impact
Our third commitment is to run L&Q responsibly so we can invest as much as possible in existing and new social homes and services.
Leadership equality and diversity
- Operating margins
Q1 result: 34%
Target: 31% or higher
Status: Performing wellOur operating margin shows how much money we have left after paying the costs of maintaining social homes and running L&Q.
Being above target helps us generate the resources needed to maintain existing social homes, invest in new homes and remain financially resilient.
- Liquidity
Q1 result: 45 months
Target: 24 months or higher
Status: Performing wellLiquidity measures how long we could continue meeting our financial commitments using the cash and funding available to us.
Being above target means we have the resources to deliver our business plan and manage unexpected financial challenges.
- Interest cover
Q1 result: 191%
Target: 194% or higher
Status: Performing wellInterest cover measures our ability to pay the interest on the loans that help fund our work.
- Group sickness
Q1 result: 3.9%
Target: 3.2% or lower
Status: Watch closelyStaff sickness was above our target but slightly better than the 4% recorded at the end of 2025/26.
We're investing in wellbeing initiatives and support for colleagues and managers.
- Group voluntary staff turnover
Q1 result: 7.9%
Target: 14% or lower
Status: Performing wellOur voluntary staff turnover measures the proportion of colleagues choosing to leave L&Q.
Performance was within our target. A stable workforce helps us maintain knowledge and provide consistent services for residents.
- Leadership equality and diversity
We're working to build a leadership team that better reflects the diversity of our residents and colleagues.
For colleagues at Grade 12 and above:
Measure Q1 result Target Status Ethnic origin 30.3% 23% or higher Performing well Women 46.2% 47% or higher Watch closely LGBT+ 6.1% 7% or higher Watch closely Disabled 5.8% 11% or higher Needs attention We've met our target for ethnic diversity but need to improve representation in other areas.
Our work includes the 3Es (Education, Engagement and Empowerment) programme which aims to help participants develop and progress.
- Employee engagement
Our next employee engagement survey results will be available in Q4.
Target: 68% or higher.
Understanding our performance information
We want our performance information to be clear and easy to understand.
Our performance information glossary explains the terms and measures on this page.
Other ways to view this report
You can also view the Q1 2026/27 performance report as a PDF (1.1MB)
The PDF may not be suitable for users of assistive technology. The information on this web page is the accessible version.
Reporting period: April to June 2026
Last updated: September 2026