Publication scheme

Important message

 

This is an early version of our STAIRs Publication Scheme, shared ahead of the government’s requirement to launch in October 2026.

 

We’re continuing to update and improve the information we provide, and we’d really value your feedback. If you have suggestions to help us make this page better, please email us.

 

If you need urgent information that isn’t available here, please get in touch with us directly.

We’re committed to being open and transparent with you about the way we work, the services we provide and the decisions we make.

The government has also introduced new rules to make sure social housing residents can easily access important information.

These rules are called STAIRs, which stands for Social Tenants Access to Information Requirements.

To meet these requirements, we've created our STAIRs publication scheme. It brings together important information in one place, so you don't have to search across different pages.

Under STAIRs, we publish information about:

  • how well we’re performing
  • how we keep homes safe
  • our policies and service standards
  • how decisions are made
  • how residents can get involved

The aim is to make it easier for you to see how we work and how we’re improving our services.

We believe being open helps build trust. Clear information gives you more confidence in how we manage homes and deliver services. It also helps you understand your rights and what you can expect from us.

To make it easier for you, we’ve organised the information, including links to the relevant pages on our website, using the following STAIRs classifications:

  • Who runs L&Q and how decisions are made

    Who’s in charge at L&Q


    You can find information about our Executive Group and Group Board on our Leadership page.

     

    How L&Q is set up


    You can learn about how we’re organised in of our latest Financial Statements (page 186) Group Entities section (PDF).

     

    Our rules and how we’re governed


    You can find information about:

     

    How decisions are made


    Our Executive Group, Committees and Group Board work together to make decisions.

    They are supported by internal groups that help deliver our priorities set out in our Future Shape Strategy (PDF).

    You can see how this works in our latest Financial Statements (page 53) (PDF).

     

    How we handle complaints


    We are a member of the Housing Ombudsman Service and follow its Complaints Handling Code.

    You can find information about how we handle complaints on our Complaints page.

    You can also read:

    The Housing Ombudsman publishes regular reports on what they’ve learnt from complaints across the sector, including cases involving L&Q. You can read their latest reports on the Housing Ombudsman website.

     

    How we listen to residents


    Resident feedback helps shape how we improve our services.

    You can find out more about how we involve residents and the impact of their work on our Resident involvement pages.

     

    What’s discussed in resident meetings


    Resident involvement at L&Q

    Our resident involvement programme gives residents the chance to help shape and improve our services.

    You can get involved in many ways. This might include major decisions, improving everyday services or supporting projects in your neighbourhood.

    We aim to make sure every opportunity is meaningful. Residents who take part should be able to see how their view help influence real change.

    Each year, we set priorities based on what residents tell us matters most. You can choose to get involved any time and in the way that suits you.

    If you take part, we'll provide clear guidance, support and regular updates so you can see the difference your involvement makes.


    Resident Services Board (RSB) 

    The RSB is a formal committee of our Group Board with the same level of responsibility as all other committees. They:

    • review customer service performance 
    • check how effective resident involvement is
    • help drive continuous improvement and accountability

     

    L&Q Assemblies

    L&Q Assemblies take place twice a year. They give residents a direct way to:

    • work with senior leaders
    • discuss key issues
    • influence decisions

    These meetings help us stay open and accountable by showing how resident feedback shapes our actions.

    You can learn more about our resident involvement programme, RSB and L&Q Assemblies on our Resident involvement pages.

  • How we spend your money

    Financial Statements


    Each year, we publish a report setting out how we have performed over the last financial year (April to March).

    You can read our latest Financial Statements (PDF).

     

    Presentation to Investors


    We also publish a presentation to investors.

    This explains:

    • how we're investing in existing homes
    • improvements to our repairs services
    • building safety work
    • action on damp and mould
    • how we're reducing our impact on the environment
    • a summary of our financial performance  

    You can read our latest Presentation to Investors (PDF).

     

    Changes to rent


    Each year, we publish information about:

    • changes to your rent
    • why the change is happening
    • how we use your rent
    • what support is available if you’re struggling to pay your rent

    You can read the latest information about rent changes on our Changes to rent in April page.

     

    Major Works investment programme (MWIP)


    Our MWIP explains the planned improvements we’re making to existing homes, like new kitchens, bathrooms, windows and roofs.

    It also shows how many improvements have been completed over the year and how much we’ve spent.

    You can find out more on our MWIP page.

     

    Trading updates


    We publish regular trading updates on our website.

    These provide a summary of:

    • our financial stability
    • progress in building and improving homes
    • how well we’re doing in delivering our priorities set out in our Future Shape Strategy (PDF)

    You can read the latest updates on our Investor information page.

     

    Supplier information


    On our Supplying goods and services to L&Q page, you can find information about:

    • what we expect from our suppliers
    • the rules and regulations for buying goods and services
    • how to become an L&Q supplier 

     

    Funding we receive


    You can find details about the grants we receive in our latest Financial Statements (PDF).

     

    How your service charges are used


    On our Service charges page, you can learn about:

    • how service charges are calculated
    • the benefits of service charges
    • FAQs and explanations of charges 

    We use some of the money we receive from service charges to maintain and improve existing homes. Much of this work is delivered through our Major Works investment programme (MWIP) designed to improve the safety, comfort and environmental performance of your home.

    You can learn about this work on our MWIP page.

  • Looking after your home

    Our plans for the future


    Our long-term priorities are set out in our Future Shape Strategy (PDF).

    You can also find details of our strategic plans and how we're performing against them in our latest Presentation to Investors (PDF).

     

    Repairs and improvements


    On our Repairs and maintenance page, you can find information about:

    • how to request a repair
    • how long repairs usually take
    • what we’re responsible for fixing
    • what you need to repair
    • helpful repair videos

    You can also read about our approach to tackling damp and mould and our Major Works Investment Programme designed to improve the safety, comfort and environmental performance of your home.

     

    Our plans for a greener future


    On our Sustainability page, you can learn about our plans to reach net zero and find wider sustainability information.

    You can also read our Environmental policy (PDF), which explains how we plan to reduce our impact on the environment.

     

    When homes move to other landlords or companies


    You can find:

  • How we're doing

    Results of safety and quality checks


    You can find information about how we’re regulated, including our current regulatory judgement by the Regulator of Social Housing, on our How your home is regulated page. 

     

    Our ratings and scores


    You can find our latest credit ratings in our Financial Statements (PDF).

     

    How we measure success and what you think


    Each year, we report on Tenant Satisfaction Measures (TSMs).

    These are national measures set by the Regulator of Social Housing. They show how well we’re doing at providing quality homes and services.

    Some measures are based on information we hold about how we manage your homes and services, and some of these are based on your views.

    You can read our latest TSMs report (PDF).

     

    News and updates from L&Q


    You can find the latest news and updates in our Media centre.

     

    How we’re performing on complaints


    You can read information and figures on how we handle complaints in our latest Complaints Performance and Service Improvement Annual Report (PDF).

     

    How we keep you safe


    On our Building safety pages, you can read about:

    You can also find safety performance information in our latest Tenant Satisfaction Measures report (PDF).

     

    Repairs and Improvements


    You can read about our repairs performance in our Tenant Satisfaction Measures report (PDF).

    You can also learn more about how we're delivering our Major Works Investment Programme (MWIP) on our MWIP page.

  • Your housing services

    What services we provide


    On our Tenants page, you can access information about:

    • repairs
    • building and fire safety
    • budgeting and debt support
    • moving homes
    • housing management
    • communal cleaning
    • L&Q Energy
    • antisocial behaviour

    If you’re a homeowner, you can access lots of useful information through our Homeowners page, including:

    • guide to shared ownership
    • buying more shares in your home
    • remortgaging and further advances
    • building and fire safety
    • understanding your lease
    • subletting your home or taking a lodger
    • selling or transferring your home

    You can also learn more about our care and support service on our L&Q Living page.

     

    Help and advice


    For the most accurate and up-to-date help, use our search bar at the top of this page. Just type in what you need help with, and we’ll show you the most relevant information.

    You can read information about your rights, how to raise concerns and how to work with us to improve services on our Resident Rights page.

  • Important records we keep

    You can find records of our Register of Board Committee interests and meeting attendance on our Leadership page.

  • How we manage your homes and services

    Our policies for managing homes and providing services


    We provide a wide range of essential services to you, all guided by our policies.

Information requests

From April 2027, new STAIRs rules will allow you to request certain information about how your home and communities are managed.

 

Preparing for the new scheme

The information request scheme has not launched yet, but we're preparing for it now.

To help us get ready, we'd like to understand what information residents are most interested in requesting once the scheme goes live.

You can tell us what information you'd like to see by completing our short survey.

Your feedback will help us:

  • identify the topics residents want to know more about
  • prepare useful information in advance
  • publish more information in our publication scheme where possible
  • make the request process quicker and easier
  • improve transparency where it matters most to residents

Need information now?

If you need information urgently and cannot find it on our website, please contact us directly.