We work with you and use your day-to-day feedback to help us improve your experience with our services. We welcome the new government regulations on resident involvement and here’s how we’ll be a resident-centred landlord.

Our resident involvement and accountability programme

Created in partnership with residents, our resident involvement and accountability programme focuses on five main areas, underpinned by a set of guiding principles.

We asked members of the L&Q and You! online community about the importance of resident involvement in these areas and the impact it has or should have.

More than 500 of you responded to the survey. Here’s what you said: 

Patch-based collaboration and information sharing

We'll support resident-facing teams get to know their patch by working with the people living there.

Ninety-four percent of you think it’s important to involve residents in understanding local issues and concerns.

 

Reasons for importance

Residents have lived experiences and knowledge about the area, which helps build trust and belief in positive change. It also increases the feeling of safety and security within the neighbourhood.

“Residents know the area around their homes. They speak to each other, which builds a stronger community bond, and this creates pride in where you live.”

 

Learn more about how to get involved in your local area.

Transparency and accountability

We'll share how we're performing in the areas that concern you most and communicate clearly about our efforts to improve your experience.

Ninety-four per cent of you think it’s important to share updates on service delivery improvements, and 92% believe regular performance updates and feedback utilisation is crucial.

 

Reasons for importance

Transparency aligns resident expectations with business goals and motivates residents to help resolve issues. It also proves that we have fulfilled our commitments.

“Being transparent will give residents realistic repair waiting times.”

 

Learn more about other ways to stay informed.

Business improvement

We'll bring you closer to business areas to help us continually improve and build more resident-centred working cultures.

Eighty-six per cent of you think it’s important to offer opportunities for collaboration on service improvements.

 

Reasons for importance

Collaboration increases awareness of our improvement efforts and gives residents a sense of responsibility to drive better services. It also aligns our objectives with residents’ priorities.

“If everyone works as part of a collaborative team, everyone is responsible to improve and create an approach of continuous improvement. This reduces firefighting when things go wrong and allows common areas for improvement to be grouped together, approached proactively, saving time, resources and money.” 

 

Learn more about how to get involved in service improvement.

Scrutiny and oversight

We'll work with residents to make sure we fulfil our commitments and make a positive difference.

Ninety-one per cent of you think it’s important to involve residents in scrutinising our performance, while 94% think it’s important to review past actions for positive impact.

 

Reasons for importance

Reflecting on our performance helps us grow, learn from mistakes, and demonstrate care. Honesty about our successes and areas for improvement also enhances transparency. 

 

Learn more about how to get involved at a strategic level.

Improving our resident involvement practice

We'll make sure that resident involvement is meaningful, impactful and enjoyable.

Feedback highlights the importance of working in partnership with residents to improve services while maintaining transparency and accountability.

It also emphasises making the involvement process accessible and meaningful, allowing residents to make a difference while developing skills and experience.

To support this, we encourage our employment support and housing management colleagues to promote new resident involvement opportunities in the neighbourhoods and communities they support. 

Our resident involvement principles

  • Inclusive approach

    We aim to provide meaningful, impactful, and enjoyable opportunities for residents to get involved in a wide range of topics by removing barriers.

  • Reward and recognition 

    We value residents’ time, experience and contributions, adhering to best practices in volunteer management and investing in volunteers.

  • Clear business interfaces

    We make sure that resident involvement leads to actionable recommendations shared with the Resident Services Board and implemented by relevant service areas.

  • Equity and fairness

    We make sure that the experiences of one resident community are not amplified over others, promoting collaboration for the benefit of all residents.

  • Collaboration and partnership

    We establish clear volunteer role profiles and agreements to work together effectively for the benefit of residents.

  • Empowering models of involvement

    We support residents in self-organising into sustainable local groups and work in partnership with them.