Tenant Satisfaction Measures: Responsible neighbourhood management
How well we’re doing at managing your neighbourhood.
What we've done | Results | |
| Antisocial behaviour (ASB) cases relative to the size of the landlord (as an average number of ASB cases per 1,000 homes managed) | 48 | |
| Antisocial behaviour (ASB) cases involving a hate crime relative to the size of the landlord (as an average number of ASB cases per 1,000 homes managed) | 0.7 | |
What you've told us | Low Cost Rental Accommodation (LCRA) satisfaction | Low Cost Home Ownership (LCHO) satisfaction |
| Satisfaction that L&Q keeps communal areas clean and well-maintained | 58% | 46% |
| Satisfaction that L&Q makes a positive contribution to neighbourhoods | 49% | 28% |
| Satisfaction with L&Q's approach to handling antisocial behaviour | 51% | 26% |
What we’re doing to improve
- We’ve introduced new cleaning contracts for the shared areas of estates in the South East of England.
- In the North West, services to look after the shared areas of your estate are delivered by CleanStart, our landmark project which provides jobs for people who may find it difficult to secure employment elsewhere.
- We've introduced a new instant reporting system for communal cleaning, so our teams on estates can notify contractors immediately if something needs to be cleared up.
- We’ve put 20 Domestic Abuse Champions in place in our Housing Management team, to help us to recognise residents who may be suffering from domestic abuse, and make sure they’re receiving the right type of support.
- Everyone in our Housing Management team has received training on how to deal with noise-related antisocial behaviour (ASB), and we’re now delivering wider training on ASB handling to 250 resident-facing colleagues.
- We’re improving our working arrangements with local partners such as councils and police to help us tackle noise-related ASB as quickly as possible.
- We’re using the experience you shared on how we’ve handled ASB issues to help us continually improve our service.
- The L&Q Foundation provides services to support residents and their communities. Last year we supported residents to gain over £8m in additional benefits and helped 244 people into work.
- We've supported over 120 community organisations and projects, including free tuition for young L&Q residents and several sports activities.
- Every year we provide specialist support to hundreds of residents who may be in danger of losing their homes. We also give essential fuel and food vouchers to our most vulnerable households.
- Our dedicated supported living service L&Q Living provides homes or support to more than 10,000 people and services for people with mental health illnesses, people with learning disabilities, and older and young people.
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: