Tenant Satisfaction Measures: Respectful and helpful engagement
How well we’re giving you opportunities to have your say and acting on your views.
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 L&Q listens to your views and acts upon them | 47% | 46% | 16% | 20% |
| Satisfaction that L&Q keeps you informed about things that matter to you | 59% | 56% | 35% | 38% |
| Agreement that L&Q treats you fairly and with respect | 70% | 70% | 46% | 52% |
What we’re doing to improve
We’ve consulted resident volunteers to ask what they thought of the way we communicate with them, including during our complaints process, and are using their feedback to improve our leaflets, letters and website.
We refreshed the service charge information on our website and in letters following feedback from residents that our communication on this is too complicated.
We’ve also used resident feedback to design and provide colleagues with a library of guides and templates to help them adopt the tone of voice and language you want us to use.
We’ve begun rolling out specialist tone of voice training, to make sure colleagues understand the way residents want to be spoken and written to, and how important it is that we get this right. Early feedback has been positive, with colleagues reporting that they feel more confident in using the right tone of voice after doing the training.
In December 2024, we formed a new team to make sure more complex repairs are prioritised and that residents are kept up to date every step of the way. Residents have told us that this is working, so we’re looking to replicate this approach for complaints and antisocial behaviour (ASB).
We’re reviewing what Neighbourhood Housing Leads (NHLs) do to give them more time to meet your needs locally.
We have recruited around 50 additional ASB and housing management roles this year, freeing up more time for NHL’s to focus on things that matter most to you.
L&Q homeowners helped us put together priorities for our new Managing Agents team, who are now working with Managing Agents to ensure they’re keeping homeowners up to date through regular meetings and communications.
In summer 2024, we launched “I am Social”, a campaign to tackle the stigma around social housing, by highlighting the voices of residents through their stories. We’re also involved in the Stop Social Housing Stigma campaign, which is a resident-led project designed to help landlords, like us, build trust and improve relationships with residents.
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:
Read our TSMs report 2025 (PDF)