We work with residents at a strategic level to make sure we're doing what we say we will and to understand if we're making a positive difference. Here, you’ll find information about our Resident Services Board and other strategic forums.

Our Resident Services Board

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

They oversee the delivery of customer services, the quality of services, and the impact of our wider resident involvement activity.

To find out more about their impact on our governance, read our Governance Report 2023 (PDF). 

The RSB makes sure we're doing what we say we will in our Customer Promise and that we're making a positive difference to residents.

They draw on important performance data, day-to-day resident feedback from complaints and our customer survey feedback.

They also get feedback from residents involved across the wider business and within our neighbourhoods, making sure there is an ongoing feedback loop between how we're governed your experience with us.

Their purpose isn’t to respond to or address individual residents’ issues, but to make sure your voice and experiences are heard and taken into consideration in decisions that affect you.

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

More about our RSB members

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

They have a shared passion for improving services in all our communities and have worked tirelessly by being active members of regional committees, resident associations as well as neighbourhood champions.

With the real-life experience of being L&Q residents, many living with the impact of building safety issues, the members have empathy with our residents and can challenge our policies and processes and encourage us to listen to and involve residents to help us improve.

They bring with them a wealth of experience from working in both the private and public sectors and extensive volunteering.

Between them, they share a wide array of skills and knowledge gained in some diverse industries, from local government, housing and regeneration to the music industry, public health, human resources, environment, NHS, equalities and consultancies.

The RSB membership is currently full and the current members are in the middle of their term of service. Future members of the RSB will be selected through an open recruitment process.

Our regional resident committees

Last year, our regional resident committee helped us transition to a new housing management model where housing colleagues are more visible and have the time and skills to provide the reliable support and services you want from us.

Residents involved in these geographically based focus groups help review our performance, highlight our challenges and hold us accountable for providing a consistent service with actions to improve where necessary.

Reporting directly to the RSB, each committee helps improve the resident experience in different regions and across the country.

All our committees are chaired by residents who are committee members. If you’re a committee member and want to chair a meeting, please contact us.

Register your interest in our regional resident committees.

Our leaseholder forum

This group of leaseholders and shared owners work with us at a strategic level to improve the experience of all homeowners.

The leaseholder forum focuses on:

  • the quality and relevance of information received on a resident’s journey
  • the quality and accuracy of information received in their service charge
  • the overall homeowner experience

They also raise and discuss any problems they have with the RSB and actions our team is taking forward before the next forum.

Register your interest in our leaseholder forum.

Our LGBT+ resident forum

This group of lesbian, gay, bisexual and transgender (LGBT+) residents meet and discuss housing issues affecting LGBT+ residents.

They recommend improvements to our policies and services to make sure we are inclusive and accessible. 

They also monitor our performance against the HouseProud Pledge – a pledge we signed that shows our commitment to LGBTQ+ resident support and equality.

Register your interest in our LGBT+ resident forum.

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