Involving residents

We put residents at the heart of our decision making.

At the highest level, residents sit on our Customer Experience Committee, where they hold us to account with members of our Group Board. In particular, this committee looks at customer services and our strategic and governance work. Our three most senior involved residents sit on this committee.

Beneath this sits our Resident Services Group, which focuses on issues relating to housing management and maintenance. In particular, this group is involved in key performance indicators and data monitoring, policy and service improvement scrutiny, co-ordination and investigations, and escalation, devolution and referrals. The group is made up of ten residents.

We also have Neighbourhood Committees covering each of the areas we work in. These committees are for local residents who would like to take on greater responsibility in shaping and improving our services.

The committees are made up of residents from across London and the South East. Each year, they approve funding of over £300,000 from the L&Q Foundation to support local community projects.

Around 400 residents also volunteer as ‘neighbourhood champions’, which involves them working closely with our local staff to improve the areas they live in.

We also have resident inspectors and a range of forums that give residents the chance to share their views and help shape our services. The forums comprise:

  • Communications Forum
  • Leaseholder Forum
  • Lesbian, Gay, Bisexual and Trans Forum
  • Procurement Forum

In addition, our annual residents’ conference, last held in March 2017, was attended by more than 100 residents from both L&Q and our merger partner, East Thames. The day was designed in part by residents themselves and involved workshops on communications and the future of resident involvement.

We use regular resident surveys to gain further feedback on the quality of our services and to highlight where we can improve services. An online sounding board enables residents to review policies and processes too.