Strategic planning: Service delivery

We’re constantly improving the services we offer to residents.

Our strategic plan for service delivery (PDF) sets out how we’ll continue to do this by better understanding resident needs, tackling issues such as antisocial behaviour and fuel poverty, providing resident opportunities through the L&Q Foundation, and supporting them to sustain their tenancies.

Service offer and standards

We’ll introduce a clearly defined service offer focused on the most important things we need to do to provide social homes and landlord services everyone can be proud of, and providing clarity on our responsibilities, including where we will partner with or signpost to other agencies who are better positioned to support residents.

Understanding residents

We’ll make sure that residents with different needs and characteristics receive a fair and equal service from us by better understanding their requirements and tailoring services where we need to.

Improved resident outcomes

We’ll deliver targeted service improvements to increase resident satisfaction, including activity focused on residents with additional needs and shared owners.

Tackling antisocial behaviour

We’ll keep residents safe and support stronger neighbourhoods by preventing and tackling antisocial behaviour through early intervention, consistent case management, victim-centred support, and effective partnerships.

Supporting residents with money, work and digital skills

We’ll reduce financial, digital and social exclusion and support residents to stay in their homes by helping them to increase income, access work, build digital skills and meet essential costs.

Thriving places and community hubs

We will strengthen the quality, safety and liveability of neighbourhoods by designing effective places and delivering area-based community investment, supported by a network of community hubs.