L&Q launches new five-year corporate strategy focused on continued investment in homes and services
L&Q has launched its new five-year corporate strategy, Our Future Shape 2026-31, setting out how we will continue prioritising investment and improvement in homes and services to deliver better outcomes for residents.
The strategy builds on the excellent progress made over the past five years, since the launch of our first Future Shape strategy in 2021, and responds to the needs and challenges facing residents and the wider sector.
To ensure we remain focused on what matters most to residents, the strategy is underpinned by L&Q’s new, refined purpose: To provide social homes and landlord services that everyone can be proud of.
Over the life of the strategy, L&Q will focus on three key commitments that will enable us to deliver on that purpose:
- We’ll provide social homes to meet housing need – our core focus will be providing secure, social housing in the Greater London and Greater Manchester areas
- We’ll provide good landlord services – we’ll be relentless in driving operational excellence, creating services that are reliable, repeatable and consistent
- We’ll be efficient and maximise our impact – we’ll run L&Q in a responsible way, which allows us to reinvest as much as possible in existing and new social homes and services
To meet these commitments we’ll continue making record investments to improve the safety and comfort of residents’ homes through our 15-year, £3bn Major Works programme, and make further progress in improving the quality of both the day-to-day services and wider support we offer to residents.
We will also continue to play a significant role in tackling the housing crisis by developing thousands of much-needed new affordable homes, prioritising areas in London and Greater Manchester where need is most acute.
Residents have been closely involved in shaping the service offer in our new corporate strategy, and we will be measuring our success against the things that matter most them, such as keeping residents informed, and delivering services on time and to a good standard.
Fiona Fletcher-Smith, Group Chief Executive at L&Q, said:
“L&Q is on an improvement journey, and we’re proud of the progress we have made over the last five years. However, we listen to residents and they tell us that we need to continue doing even more to improve their homes and the services we provide.
“Our new Future Shape strategy is about continuing our journey, hearing residents, and prioritising what we do to ensure everyone at L&Q is focused on delivering safe, comfortable homes and dependable services that they can rely on every day.
“We know that the challenges facing residents and the wider housing sector are significant. This strategy ensures that we remain committed to what matters most – delivering good quality social homes, providing reliable, repeatable and consistent landlord services, and running our organisation efficiently so we can reinvest as much as possible into existing and much-needed new homes.”
The commitments in Our Future Shape 2026-31 build on the significant progress made during the previous strategy period.
Since launching our first Future Shape strategy in 2021 we have:
- carried out more than 21,500 home improvements and secured £100m in social value through our 15-year, £3bn Major Works investment programme
- completed more than 1.3 million routine repairs, transforming the quality and responsiveness of our service along the way
- inspected more than 2,000 buildings, covering 32,000 homes, to ensure they meet new fire and building safety rules
- delivered 147 opportunities for residents to get involved in shaping our plans and services
- transformed the way we handle complaints, and how we deliver housing management services in local communities
- built more than 12,700 new homes, including 3,500 new rented affordable homes, to help tackle the housing crisis
- secured £78m in additional income for residents through free financial and benefits advice