We will transform our organisational culture to one that empowers and encourages colleagues to achieve their goals. In 2019/20 we will:

• Implement and embed an engagement strategy to encourage high levels of trust and engagement within the organisation, monitored through the Great Places to Work index

• Embed our values and behaviours through cultural conversations workshops, helping our people connect our values to our everyday work

• Support colleagues and managers in getting the most from a modern workplace, where we work more flexibly, including at hot desks or from home

• Deliver a group-wide culture campaign involving colleague events, film and photography.


Customer service

We will make it easier for our people, residents and customers to engage and transact with us by embedding customer-focused systems and behaviour to make real our customer promise. In 2019/20 we will focus on five key areas of work:

Quality service

• Complete more repairs at first visit by improving scheduling, diagnostics and getting the right skilled tradespeople to the right jobs – targeting 80% first-time-fix at year end

• Review and improve the current operating model to deliver better local services.

Easy to deal with

• Deliver online services to enable customers to self-serve, anytime, anyplace, on any device

• Launch a new website and start delivering online transactional services (webchat, intelligent help and advice, sign in, payments online and dynamic web forms)

• Consolidate customer contact for the L&Q Group into a unified customer contact centre

• Provide transparent cost information to all customers by reviewing our approach to service charges and sinking funds and delivering best practice in how we charge for services.

Listen and act

• Support colleagues in using a consistent and helpful tone of voice across all channels – from letters to phone calls – to help build customer trust

• Set up an electronic panel to hear the thoughts of a larger, more diverse range of customers and pilot a new approach to resident involvement in three communities

• Take part in the National Housing Federation early adopters programme for Together with Tenants and embed the approach within our governance structures.

Put things right

• Embed a two-stage complaints process to improve customer experience and reduce complaint resolution time, aiming to resolve complaints with customers within ten days

• Systemise and embed our learning from the complaints we receive.

Keep customers safe

• Be active members of the Ministry of Housing, Communities and Local Government’s early adopters programme

• Meet our landlord obligations set out in the Homes (Fitness for Human Habitation) Act by delivering a more effective and robust response to damp and mould

• Deliver a single point of statutory asset compliance in the home for the Group.