Tenant Satisfaction Measures: Keeping properties in good repair
How well we’re keeping your homes in a good state of repair
What we've done
| Homes that do not meet the Decent Homes Standard (as a percentage of all homes managed) | |
| Year | % |
| 2025/26 | 1.2% |
| 2024/25 | 1.58% |
| 2023/24 | 1.88% |
| Repairs completed within the target timescale* | ||
| Year | Emergency responsive repairs* | Non-emergency responsive repairs* |
| 2025/26 | 97.5% | 69.5% |
| 2024/25 | 93.22% | 71.12% |
| 2023/24 | 93.24% | 70.72% |
* Responsive repairs are day-to-day repairs that we carry out when you report them to us. Our target timescale for completing emergency responsive repairs is up to 24 hours. Our target for completing non-emergency responsive repairs is up to 40 working days
What you've told us
| Satisfaction with the overall L&Q repairs service over the last 12 months | ||
| Year | LCRA | LCHO |
| 2025/26 | 65.6% | N/A** |
| 2024/25 | 62.7% | |
| 2023/24 | 61% | |
| Satisfaction with the time taken to complete most recent repair | ||
| Year | LCRA | LCHO |
| 2025/26 | 60.3% | N/A** |
| 2024/25 | 57.5% | |
| 2023/24 | 56.2% | |
| Satisfaction that the home is well maintained | ||
| Year | LCRA | LCHO |
| 2025/26 | 60.8% | N/A** |
| 2024/25 | 58.8% | |
| 2023/24 | 57.7% | |
** Shared owners are typically responsible for their own repairs to the inside, and sometimes the outside of their home, so the Regulator does not require us to report LCHO results for these measures.
How we're improving
We’re completing repairs more quickly and reliably, with waiting times reduced from 28.5 calendar days* to 15.4 working days. This means issues in your home are fixed faster and with less disruption.
We’re focusing on getting repairs right first time, with first-time fixes by our in-house team improving from 75.5% last year to 85.5%. This reduces the need for repeat visits to your home.
We’ve carried out over 20,000 home condition surveys, meaning more than 90% of homes now have an up-to-date assessment. This helps us spot problems earlier, fix urgent issues sooner, and plan improvements based on what your home needs.
We’re continuing to invest record amounts in planned improvements to homes, since April 2023 we've installed 5,318 new kitchens, 3,673 bathrooms, 7,254 windows, and 877 roofs. Satisfaction with these planned works has increased by 10% since 2023.
We’re improving support for residents moving into new homes, responding to feedback where satisfaction has dipped, so issues are resolved more quickly and new residents feel settled and supported.
We’re strengthening how we manage repairs and maintenance services, with clearer standards and closer oversight of contractors, so work is completed on time and to a good standard.
We’re focused on delivering consistent improvements over time, recognising that residents need to experience a good service more than once before they feel confident things have genuinely improved.
*Equates to around 20 working days.
Our Tenant Satisfaction Measures report
For a more detailed description of our Tenant Satisfaction Measures (TSMs) results, including what you’ve told us, and more on what we’re doing to improve, you can read our full report: