Organisational Governance and Control

We’re committed to involving residents in shaping services to meet their needs and using their voice to drive improvements. The Organisational Governance and Control Plan sets out how we’ll do this, and how we’ll improve governance and decision-making at L&Q so that we can be assured we are meeting our legal and regulatory obligations. The plan also outlines how we will improve service design, technology and ways of working to achieve a reliable, repeatable and consistent experience for residents, customers and colleagues.

Improvement of governance and decision making

We’ll embed strong governance structures, improve decision-making and the assurance we provide on our performance, and strengthen regulatory compliance through continuous improvement.

Improving resident involvement and democracy

We’ll strengthen resident engagement, transparency, and accountability in governance and decision-making, ensuring that we build trust and deliver decisions informed by residents’ needs

Service design programme*

We’ll introduce new service designs to deliver improved end-to-end resident journeys, providing clear roles and expectations. The designs will include processes and procedures, as well as team structures and skillsets, and we’ll make sure that they’re supported by the right technology, data and information.

Technology programme*

We’ll introduce technology that is simpler and better value to use and maintain, enables more online transactions and interaction with residents, and supports the delivery of reliable, repeatable and consistent services

Process and continuous improvement programme*

We’ll introduce new processes and procedures to drive continuous service improvement alongside our wider transformation and change activity.

* Delivered as part of L&Q's transformation and change portfolio