Tenant Satisfaction Measures: Responsible neighbourhood management
How well we’re doing at managing your neighbourhood.
What we've done | Results | ||||||
| This year | 2024/25 | 2023/24 | |||||
| Anti-social behaviour cases relative to the size of the landlord | Antisocial behaviour (ASB) cases relative to the size of the landlord (as an average number of ASB cases per 1,000 homes managed) | 41 | 38* | 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) | 0.85 | 0.6 | 0.7 | ||||
What you've told us | Low Cost Rental Accommodation (LCRA) satisfaction | Low Cost Home Ownership (LCHO) satisfaction | |||||
| This year | 2024/25 | 2023/24 | This year | 2024/25 | 2023/24 | ||
| Satisfaction that L&Q keeps communal areas clean and well-maintained | 60.3% | 59.9% | 57.6% | 42.8% | 40.5% | 46.2% | |
| Satisfaction that L&Q makes a positive contribution to neighbourhoods | 51.6% | 50.8% | 48.8% | 25.9% | 25.9% | 28.2% | |
| Satisfaction with L&Q's approach to handling antisocial behaviour | 52.7% | 51.8% | 51.2% | 25.4% | 24.0% | 26.2% | |
How we're improving
We’re improving how clean and well maintained your neighbourhood is, with stronger standards and contracts for cleaning and grounds services.
We’re responding more quickly to anti social behaviour (ASB), with the number of cases in management at any one time more than halving over the past three years. Satisfaction with how ASB is handled is also improving for residents of affordable rented homes, supported by better day to day service and faster action when issues are reported.
We’ve increased the number of neighbourhood colleagues on estates, reducing the number of homes each colleague supports so they can be more visible, spend more time in your community, and respond more quickly to local issues.
We’re making it easier to report problems and take action, with improved tools for frontline teams, so issues can be logged and dealt with more quickly, helping us resolve problems in your building or neighbourhood sooner.
We’ve strengthened support for residents affected by ASB, including dedicated roles and clearer processes, alongside improved response times, helping make sure you get consistent support when issues arise.
We are improving how contractors, partners and managing agents are managed and held to account, with stronger oversight, clearer standards and better monitoring, so issues like cleaning, maintenance and safety in shared buildings are resolved more effectively and you receive a more reliable and consistent service.
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.