L&Q's Organisational Governance and Control strategic plan

We're committed to involving residents in decisions and using their feedback to improve our services.

Our Organisational Governance and Control strategic plan explains how we'll improve decision-making, strengthen accountability and make sure we meet our legal and regulatory responsibilities.

It also sets out how we'll improve our services, technology and ways of working to provide a more reliable and consistent experience for residents, customers and colleagues.

Read our Organisational Governance and Control strategic plan (PDF, 2.5MB)

Improvement of governance and decision making

We'll improve how L&Q is run, how we make decisions and how we check our performance.

We'll also strengthen how we make sure we're meeting our legal and regulatory responsibilities.

Improving resident involvement and democracy

We'll give residents more opportunities to influence decisions and help shape the services we provide.

We'll also be more open about how decisions are made and how we're held accountable, helping us build trust and make decisions that reflect residents' needs.

Service design programme*

We'll improve how our services work from start to finish, making it easier for residents to get the help they need.

This includes making responsibilities clearer, improving our processes and making sure colleagues have the skills, information and technology they need to deliver services consistently.

Technology programme*

We'll introduce simpler technology that offers better value for money and is easier to maintain.

This will help us provide more ways for residents to access services online and deliver more reliable and consistent services.

Process and continuous improvement programme*

We'll improve how we work and introduce clearer processes to help us deliver better, more consistent services.

These improvements will form part of our wider work to change and improve how L&Q operates.

* These three programmes are being delivered through L&Q's Transformation and Change Portfolio.

Last updated: September 2026