Maintenance Update

At L&Q, we always aim to continuously improve our services to give our residents the best experience possible.

This is why we have been undertaking improvement projects:

• We are increasing productivity internally through a service improvement project. At L&Q, we have adopted new rules around managing operative diaries, their areas and the work covered. By doing this, we have increased our productive time and, as a result, improved the number of repairs we complete each day, as well as increased the number of repairs completed at a first visit.
• We are trialling new methods to deliver and make materials more accessible internally for our staff.
• We are increasing the capacity of our workforce by moving staff from empty home refurbishment work to reactive repairs. This allows us to get repairs done more quickly.
• We have increased our capacity to do repairs by using an external contractor.
• We also have a Property MOT programme which has pre-empted complaints by completing repairs at properties where multiple issues have been raised.
• We are also undertaking an analysis of complaints to identify root causes.

The above measures should improve repair completion times. This work is separate from our Healthy Homes and Major Works programme but will help us provide better service to our residents.