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** | ||||
| This year | 2024/25 | 2023/24 | This year | 2024/25 | 2023/24 | |
| Gas safety checks | 99.9% | 99.96% | 98.90% | 99.76% | 99.07% | 87.86% |
| Fire safety checks | 99.7% | 98.65% | 99.40% | 99.66% | 96.93% | 85.18% |
| Asbestos safety checks | 100% | 99.32% | 98.59% | 99.99% | 99.12% | 69.11% |
| Water safety checks | 99.5% | 99.34% | 97.74% | 99.54% | 95.17% | 65.52% |
| Lift safety checks | 99.4% | 100% | 99.21% | 99.43% | 95.79% | 69.77% |
| What you've told us | Low Cost Rental Accommodation (LCRA) satisfaction | Low Cost Home Ownership (LCHO) satisfaction | ||||
| This year | 2024/25 | 2023/24 | This year | 2024/25 | 2023/24 | |
| Satisfaction that your home is safe | 67.9% | 65.2% | 66.1% | 51.5% | 53.7% | 53.8% |
* These results show the percentage of checks completed in homes and shared areas 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.
How we're improving
We've carried out legally required safety checks in over 99% of homes. This covers things like gas, fire, water, and lifts. This means you can be confident about your home and the building you live in is regularly checked to make sure it's safe, and any issues are put right if needed.
We’re continuing one of the UK’s largest building safety programmes, having inspected the external walls of over 2,000 buildings. Most meet safety standards, and where work is needed, we’re fixing it - over 45% is already complete, with plans for the rest, so residents can feel safe in their homes.
We’re improving how we communicate about building safety, working more closely with managing agents and making sure you have clearer, up-to-date information about your building and any work taking place.
We're currently reinspecting some homes because of issues with the provider of previous building safety certificates. We know that this has been very frustrating for some homeowners, and we're committed to getting this work done as soon as we can, and keeping residents informed along the way.
We’re strengthening fire safety in homes where needed, including upgrading alarms where this is part of wider safety improvements. If any upgrades are required in your home or building, we will contact you directly to arrange this, so you know what to expect and when.
We’re involving residents more in building safety decisions, including developing tailored engagement plans for high-rise buildings, so you can better understand safety in your home and have a say in how we manage it.
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: