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
| Satisfaction that L&Q listens to your views and acts upon them | ||
| Year | LCRA | LCHO |
| 2025/26 | 46.7% | 16.1% |
| 2024/25 | 47.9% | 19.9% |
| 2023/24 | 46.4% | 20.5% |
| Satisfaction that L&Q keeps you informed about things that matter to you | ||
| Year | LCRA | LCHO |
| 2025/26 | 58.6% | 34.5% |
| 2024/25 | 57.9% | 35.5% |
| 2023/24 | 56.1% | 37.8% |
| Agreement that L&Q treats you fairly and with respect | ||
| Year | LCRA | LCHO |
| 2025/26 | 70.3% | 45.6% |
| 2024/25 | 70.9% | 47.8% |
| 2023/24 | 70.2% | 51.7% |
How we're improving
We’re working to make it clearer what you can expect from our services, with a more consistent service offer so you know who to contact, what we will do, and how quickly - making it easier to get things resolved first time.
We’re increasing the number of colleagues handling enquiries and complaints, creating 87 new roles in our customer service teams. This will make it easier to get through to us, reduce wait times, and means your queries and complaints are handled more quickly and consistently.
We’re improving the quality of our responses, including through resident-led quality checks on complaint handling, so communication is clearer, more respectful, and more focused on resolving issues.
We’re setting clearer standards for how we and our contractors communicate and behave, through our Repairs Charter developed with residents, so you are treated with respect, listened to, and issues are followed through properly.
We’re improving how we communicate important information, including clearer service charge letters, which have reduced queries and complaints by over 10% by making it easier to understand what you’re being charged for.
We worked with residents, using their feedback on communications and training materials, like those for complaints, to improve our tone of voice, and continued to involve them in ongoing improvements.
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: