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 Experience Committee and L&Q Assemblies and how they work with our Board and leadership.
Resident Experience Committee
Resident Experience Committee (REC) 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 REC is the part of L&Q’s Board governance structure that scrutinises compliance with these standards on behalf of the Group Board.
The REC 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 REC’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 REC aims to push us to consider your perspective in everything we do.
More about our REC members
The REC 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.
Resident Assemblies
Resident Assemblies take place twice a year and are open to all interested residents.
These assemblies bring together residents, our Board and leadership (including the REC) for interactive discussions, information sharing, and deliberation focused on accountability, transparency and partnership.
Timed to align with our decision-making cycles and governance arrangements, the Assemblies help us stay connected to the resident experience and the impact of our improvement plans.
The residents who shape the Assemblies aim to strengthen the landlord-resident relationship, build accountability, improve governance, and drive culture change and service improvement.
Discussion topics, decided in advance by participating residents via a survey, can range from ensuring quality and value for money to aging well in an L&Q home and tackling social housing stigma.
By the end of the day, the table discussions and Q&A sessions build a shared view on the Assembly's determinations. The outcomes set the themes for future strategy planning, with progress updates provided at the next Assembly.
Get involved
Opportunities in your local area
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Opportunities in service improvement
