Tenant Satisfaction Measures: Responsible neighbourhood management
How well we’re doing at managing your neighbourhood.
What we've done | Results | 2024/25 | 2023/24 |
| Antisocial behaviour (ASB) cases relative to the size of the landlord (as an average number of ASB cases per 1,000 homes managed) | ASB cases opened per 1,000 homes | 39 | 48 |
| ASB cases involving a hate crime opened per 1,000 homes | 0.6 | 0.7 |
| 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 keeps communal areas clean and well-maintained | 57% | 58% | 41% | 46% |
| Satisfaction that L&Q makes a positive contribution to neighbourhoods | 51% | 49% | 26% | 28% |
| Satisfaction with L&Q's approach to handling antisocial behaviour | 52% | 51% | 24% | 26% |
What we’re doing to improve
We have Grounds Maintenance and Caretaking teams and contractors out working across your neighbourhoods to keep them as clean and tidy as possible.
We’re onboarding two new contractors to try and improve in areas where you told us previously that our service wasn’t as good as you’d expect.
Our Grounds Maintenance team are focussing on the problem hotspots that you’re telling us about in your neighbourhood through complaints and general feedback. We’re carrying out monthly inspections on the ground with contractors in these areas to address any issues.
Senior management has been visiting estates where satisfaction is lowest to make sure we understand what the issues are and have plans in place to address them.
We’ve created a new team that oversees managing agents to make sure they’re carrying out grounds maintenance and cleaning services to the standards we expect.
We’ve reviewed our approach to handling antisocial behaviour cases with the help of residents. As a result, we have increased our network of specialists, who support residents with issues like domestic abuse, safeguarding and mental health, and put more realistic handling timescales in place to help manage expectations fairly.
Our improved approach to handling antisocial behaviour cases has led to 94% of these being dealt with more effectively, so residents feel their concerns are acknowledged at the first point of contact. For around 90% of these cases, residents receive a clear action plan of what we’ll do next to address the issue – we're working to improve this even further.
Alongside improvements to homes as part of our Major Works improvement programme, each of our ten partners is committed to creating a lasting impact in your communities. In 2024/25, the combined value of this work was over £37 million. This includes creating jobs, apprenticeships and educational opportunities and, investing in community projects, and supporting initiatives which improve the wellbeing of residents.
We supported 426 of our most vulnerable residents to help them keep their tenancies this year.
Our community centres across London and in Trafford continue to provide important spaces for residents. Over the past year, they’ve hosted several community events from food banks and nursery sessions to job skills workshops and resident meetings. In 2024/25, the centres gave back £40,000 to local communities through free or discounted hires for community projects.
We gave out 3,000 emergency vouchers to residents who are in desperate need of our help and signposted them to other support services.
Our community hubs at Limelight, Lewington and Seddon Centres (all in the North West) continue to be safe, welcoming spaces, especially for those facing hardship. Every week, residents can drop in for hot drinks, food and a chat with our team to find out about local support.
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: