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 |
| Satisfaction that L&Q listens to your views and acts upon them | 46% | 20% |
| Satisfaction that L&Q keeps you informed about things that matter to you | 56% | 38% |
| Agreement that L&Q treats you fairly and with respect | 70% | 52% |
What we’re doing to improve
- Since 2022, we’ve increased the number of colleagues in our Housing Management team by 30%, to respond to you more quickly.
- We’ve introduced compulsory tone of voice training for all colleagues to ensure we speak and write to you in an understanding and respectful way – 99% of colleagues have now completed this.
- Where possible, we’ve worked with residents as part of the recruitment process for groups of key roles such as the Housing, Complaints and Maintenance, to ensure we employ people passionate about doing the best for you.
- We’re investing in new housing management systems and technologies to improve how we manage your information and communicate with you.
- We’ve created a new Leaseholder Forum group for shared owners and leaseholders, to help us understand and respond to your issues.
- We’ve introduced a new, quarterly, newsletter for shared owners and are researching to learn more about what you’d like to hear from us, and how.
- We support the principles in the Leasehold Reform Bill to improve protections for shared owners and are working with a group of residents to trial a new way of presenting service charge estimates more clearly and transparently this year.
- It’s important to us that our homes are genuinely affordable and provide the best value for money for residents, so we’re looking at how we can simplify the way we work with building owners and managing agents in future, so that we have more control over the services residents must contribute towards.
- We’ve also started reviewing how we carry out affordability checks for new residents to reflect the rising cost of many services.
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 2024 (PDF)