Opportunities at a strategic level

We work with residents at a strategic level to make sure we're doing what we say we will and to understand whether we're making a positive difference. Here, you’ll find information about our Resident Services Board and L&Q Assemblies and how they work with our Board and leadership.

Resident Services Board

The Resident Services Board (RSB) is a formal committee of our Group Board holding equal status to other committees at this level.

They oversee the delivery and quality of our customer service and the impact of our wider resident involvement activities, driving ongoing improvement, transparency and accountability to residents.

In April 2024, the Regulator for Social Housing introduced new Consumer Standards. The RSB is the part of L&Q’s Board governance structure that scrutinises compliance with these standards on behalf of the Group Board.

To learn more about their impact on our governance, read our Governance report: 2023 (PDF). 

The RSB make sure we're doing what we say we will and that we're making a positive difference to residents. They draw on performance data and day-to-day resident feedback from complaints, and resident surveys.

They also use insights from residents involved across the business and within our neighbourhoods, maintaining a continuous feedback loop between our plans and your experiences.

The RSB’s purpose is not to address individual issues, but to make sure your voice and experiences are considered in decisions that affect you.

Overall, the RSB aims to push us to consider your perspective in everything we do.  

More about our RSB members

The RSB consists of ten members, nine of whom are L&Q residents – part of the terms of reference is that residents must always form most of its membership.

They are passionate about improving services in all our communities and have been active in regional committees, resident associations, and as neighbourhood champions.

With firsthand experience of being L&Q residents, many dealing with the impact of building safety issues, the members empathise with other residents. They challenge our policies and processes, encouraging us to listen to and involve residents to drive improvements.

Future RSB members will be selected through an open recruitment process, with the next round of recruitment starting on Friday, 25 April 2025.