HOMELIFE
September 2025
Working together to improve how we handle complaints
Since June 2023, we’ve been working with residents to look at closed complaints cases and learn from what we did right and what we could do better in future.
The project has focused on areas where we tend to receive more complaints, like repairs and maintenance, antisocial behaviour and customer service.
Residents were given samples of recently closed complaint cases, which they measured against our values (People, Passion, Inclusion, Responsibility and Impact) and our approach to timescales for complaint responses.
Improvements made
1)With the help of residents, we’ve created a telephone guidance checklist, which will assist our Complaint Handlers to make sure we have everything we need to handle your complaint well, and you’re left reassured we’ll put things right without any unnecessary delays.
2)Residents co-designed our complaint response letter templates to make sure they are clear, respectful and easy to understand. These are now used whenever we contact residents.
3)Residents helped design tone of voice training for Complaint Handlers, so our communications with you is more respectful, empathetic and mindful of the timing of our responses. We trialled this training with colleagues in L&Q Energy and it is now being rolled out throughout the company.
Your chance to get involved
Wilf Stevenson, a resident who took part, said:
“I was interested in this opportunity as I want to ensure that there is accountability and transparency within L&Q about complaints. It was a worthwhile session and it’s good that residents do have the opportunity to scrutinise the way L&Q deal with complaints. I would recommend this to other residents as it is important to have many different viewpoints.’’
If you’d like to be involved in future initiatives and help shape how we serve our communities, our Resident Involvement team would love to hear from you.