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 | |
| Homes that do not meet the Decent Homes Standard (as a percentage of all homes managed) | 1.88% | |
| Emergency responsive repairs completed within the target timescale* | 93.24% | |
| Non-emergency responsive repairs completed within the target timescale* | 70.72% | |
What you've told us | Low Cost Rental Accommodation (LCRA) satisfaction | Low Cost Home Ownership (LCHO) satisfaction |
| Satisfaction with the overall L&Q repairs service over the last 12 months | 61% | N/A** |
| Satisfaction with the time taken to complete the most recent repair | 56% | N/A** |
| Satisfaction that the home is well-maintained | 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
- Our long-term major works programme has already delivered more than 8,000 improvements to bathrooms, kitchens, windows, roofs and other building elements, and is on track to deliver at least 5,000 more this year.
- In addition to the above, this year we’ll deliver over 6,000 energy efficiency improvements to make homes warmer and cheaper to run.
- We’ve launched a project to improve how we deliver repairs, so you get a faster, better quality service which offers you more choice – since April 2023, we’ve reduced the average amount of time it takes us to deliver day-to-day repairs by 12 days.
- As part of this, we’re also fixing 76% of day-to-day repairs the first time (beating our target of 75%). We expect this figure to continue to rise over the coming year – we’re already completing 83% of smaller jobs on our first visit.
- We created a new roofing team to improve how we deliver roof repairs – as a result, our first-time fix rate for this type of work increased by 6% in March.
- Since 2020, we’ve made more than 23,500 home visits and fitted around 17,000 humidity sensors to prevent and tackle damp and mould through our Healthy Homes Project.
- We’ve written to all residents of affordable rented homes with a new repairs responsibility booklet, so you know what our repairs offer is and your responsibilities.
- We’ve introduced compulsory training for all colleagues to ensure they accurately record information about you and your home, which means we can offer you a better coordinated repair service. So far this has been completed by 99.9% of our team.
- We’re investing in new information systems to help us better manage repairs and planned works for your home. This will also mean that over the next few years, you can expect more choice in managing your home online, and we should become easier to deal with however you choose to contact us.
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: