Tenant Satisfaction Measures: Maintaining building safety
How well we’re doing at making sure your homes are safe.
What we've done | Results for homes where L&Q is responsible for safety checks* | Results for all homes, including where another managing agent is responsible for safety checks** | ||
| 2024/25 | 2023/24 | 2024/25 | 2023/24 | |
| Gas safety checks | 100% | 98.90% | 92.56% | 87.86% |
| Fire safety checks | 100% | 99.40% | 96.93% | 85.17% |
| Asbestos safety checks | 99.32% | 98.59% | 99.12% | 69.11% |
| Water safety checks | 99.34% | 97.74% | 95.17% | 65.52% |
| Lift safety checks | 100% | 99.21% | 95.79% | 69.77% |
| What you've told us | Low Cost Rental Accommodation (LCRA) satisfaction | Low Cost Home Ownership (LCHO) satisfaction | ||
| 2024/25 | 2023/24 | 2024/25 | 2023/24 | |
| Satisfaction that your home is safe | 65% | 66% | 54% | 54% |
* These results show the percentage of checks completed in homes and shared areas of buildings of buildings where L&Q has the legal responsibility to carry these out.
** These results show the percentage of checks that we are able to confirm as complete in all of the homes covered by this report. This includes homes where another organisation is legally responsible for safety checks, in addition to those where L&Q is responsible. These often include homes in buildings where not everyone is an L&Q resident, and the managing agent has been appointed by another landlord, or buildings where a managing agent acts on behalf of L&Q. For these homes, we rely on another organisation to provide us with this information. At the time of publishing, 87.58% of these organisations had done this (including 100% of the managing agents we employ to manage our buildings for us). Those that responded to us confirmed that 100% of required checks were complete. We will continue to work with the remaining organisations to make sure they are carrying out these checks.
What we’re doing to improve
We’ve improved our systems to help make sure that essential safety checks take place on time in every resident’s home. Since January 2025, this has helped us carry out checks in 1,384 homes where we had previously had difficulty gaining entry, to help keep residents safe.
We’re continuing to do everything we can to make it as easy as possible for you to let us into your home for regular safety checks, including offering appointments outside normal working hours, providing at least 48 hours notice of appointments (and usually more than this), and introducing suited locks which mean we can access communal areas without disturbing residents where we can.
As well as our work to improve performance against the essential safety checks measured here, we’re also carrying out one of the UK’s largest building safety inspection programmes, covering 32,000 homes in more than 2,000 buildings.
- we have now inspected 1,702 buildings and confirmed that 1,272 don’t need any work to meet new building safety standards
- 220 of the inspected buildings need work, and these are in progress at 47. We have completed remediation works at 63 buildings. We are awaiting inspection results for the remaining buildings
- we have a dedicated fire safety engagement team to make sure we’re keeping residents who live in buildings which need inspection up to date
- we provide residents in flats with an annual reminder about their evacuation procedure and advice on how to stay safe in their home
We’ve created a new team that oversees managing agents to make sure they’re carrying out important safety checks when required.
We worked with residents to help shape our approach to communicating important fire safety information and guidance to households in high-rise buildings.
Residents also helped shape the training package for new Building Safety managers who are responsible for keeping you informed about and involved in discussions on building safety.
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: