Chief Executive's Introduction

This is our first corporate plan since we completed a large-scale merger with fellow housing association East Thames. We’ve emerged from this process a unified organisation that’s ready to make real our ambitions for the future.

The objectives set out in this corporate plan form the first year of what will be a two-year transformation programme, taking us up to 2020. Importantly, it’s a plan our people, our residents and our partners have helped to shape. Their comments have made this plan what it is.

The messages came through loud and clear from all three groups. Our ambition and our commitment to growing a strong business capable of making a real difference to the housing crisis are supported – admired, even. However, they felt that we needed to renew the emphasis we place on our social purpose, our homes and our service.

We have listened to this feedback and reflected it in this plan.

We are committed to investing in the quality of our existing homes and using new technology to improve our offer to residents and customers and simplify how we operate. We’ll also develop our capability so that we can grow and deliver better services. Finally, we will build an improved resident and customer-focused culture within our newly united organisation.

We’ve boiled down these aims into three key themes:

Invest – we’ll invest in our people, in our existing homes and in the tools we need for the job

Grow – we’ll grow our organisational and financial capability so we can deliver services better

Transform – we’ll transform our services, tackle social stigma and embed a customer service culture across the business.

L&Q believes that homes matter, because people matter. We look forward to continuing to work closely with the people who matter to deliver this.

David Montague
Group Chief Executive


Introduction from the Resident Services Group


Last year was overshadowed by the tragic events at Grenfell Tower. In my role on the Resident Services Group, and now since joining the Group Board, I have seen the co-ordinated response to this within L&Q, keeping residents informed while still providing day-to-day services.

Moments like that serve to show just how challenging it can be to work in housing. The dedication and hard work I have witnessed has made me proud of L&Q and its people.

Today, we face some fresh challenges – and some exciting opportunities.

Giving good customer service, listening to residents and involving them in our decision making is more important now than ever. So I’m delighted that residents are at the heart of this plan.

I also think L&Q’s increased investment into maintaining and improving its homes is something for us all to celebrate. We want to be as proud of our existing homes as we are of our new developments.

But L&Q does so much more than provide homes – it invests in communities. This plan will see it renew its focus on its social purpose. As part of that, the L&Q Foundation, with its new training academy, will offer more chances than ever before for residents to improve their lives.

That’s what really matters.

So, as we turn the ambition set out in this corporate plan into reality, we must remember that it is our residents we are doing it for. If we keep them in our mind’s eye, I know we’ll deliver the transformation this plan envisages.

Fayann Simpson
Chair of Resident Services Group and member of Group Board


Download our corporate plan for 2018/19

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