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 | Result | ||
| 2024/25 | 2023/24 | ||
| Homes that do not meet the Decent Homes Standard (as a percentage of all homes managed) | 1.58% | 1.88% | |
| Repairs completed within the target timescale* | Emergency responsive repairs* | 93.22% | 93.24% |
| Non-emergency responsive repairs* | 71.12% | 70.72% | |
| What you've told us | Low Cost Rental Accommodation (LCRA) satisfaction | Low Cost Home Ownership (LCHO) satisfaction | |
| 2024/25 | 2023/24 | ||
| Satisfaction with the overall L&Q repairs service over the last 12 months | 63% | 61% | N/a** |
| Satisfaction with the time taken to complete most recent repair | 58% | 56% | N/a** |
| Satisfaction that the home is well maintained | 59% | 58% | N/a** |
* Responsive repairs are day-to-day repairs we carry out when you report them to us. We have not provided details regarding the target timescale for these, as we have different targets depending on the type of repair (for example: some emergencies must be responded to within four hours, but others can be responded to within 24 hours)
** 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.
What we’re doing to improve
Over the past year, we’ve delivered more than 10,400 improvements to homes as part of our Major Works programme, and 84% of residents told us they were satisfied with their work.
Since April 2024, we have reduced outstanding repairs by more than 13,500, meaning that we can get to newly raised jobs much more quickly.
In October 2024, residents got involved to help us design our new repairs diagnostics tool called RepairFinder, which helps colleagues accurately identify problems and send the right colleague with the right tools to fix your issue first time.
In December 2024, we set up a new team that focuses on working with residents to resolve outstanding repairs. Their role is to act as advocates for you, making sure outstanding repairs get prioritised and completed in a timely manner, with regular communication along the way.
Overall, we’re continuing to fix 76% of day-to-day repairs first-time.
Over the next three years, we’ll be offering 70 new apprenticeships in our Maintenance team to make sure we have the right talent to deliver your repairs well.
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: