Statement in response to ITV News report

Published on 19/05/2021

An ITV News programme on May 19th featured an L&Q resident living in wholly unacceptable conditions. 

We are very sorry that our service has fallen so far short of the standard we expect for residents. It is clear that the resident has been badly let down by L&Q. 

L&Q has a vulnerable tenants policy which should ensure that we respond faster to our residents with disabilities or health conditions. We are now conducting a detailed review of our contact with the resident to find out why his issues were not treated with more urgency.

Over the past week, we have been working with the resident and his wider care network, and he will soon be moving to a new property with ongoing contact to ensure that his needs are met. 

A full programme of works will be carried out at his old home to eradicate the damp and mould, and fix any other repairs. Meanwhile, our teams will be making contact with other residents in the block to check the condition of their homes. 

L&Q is committed to improving the service we offer to our residents. In April 2021 we published a new five year strategy setting out how we will put customers at the heart of our business to do this.