You are viewing 1 of your 1 free articles
Ending fixed-term tenancies is the right thing to do
L&Q is ditching fixed-term tenancies and offering lifetime tenancies to all its tenants. Andy Brown explains why
We’re taking the bold step at L&Q to end fixed-term tenancies because it is simply the right thing to do.
We want all our residents to feel secure in their homes, and the evidence we have is that fixed-term tenancies just don’t work.
After six years it is clear that they aren’t delivering the desired outcomes, they aren’t improving resident mobility and are instead causing anxiety for many residents.
Instead, we are now working closely with residents to develop support measures and incentives that will be better at encouraging resident mobility when housing needs change.
This is one of many changes we are making at L&Q to transform the service we provide to our residents.
“We are now working closely with residents to develop incentives that will be better at encouraging resident mobility when housing needs change.”
Our corporate plan launched earlier this year firmly puts the customer at the heart of the changes we’re making, with a solid investment plan approved by our board.
I joined L&Q nearly a year ago and I’m determined to make sure the quality of our services, the quality of our homes and our financial strength blend together to do the right thing for customers.
In retail, survival is based on responding brilliantly and quickly to changes, delighting customers and being innovative in what we do and how we do it. At L&Q I believe we have a great opportunity to make a difference for our customers and we are already starting to make this happen.
READ MORE
Last month, we launched a new home standard to give customers moving into our existing social homes the same great experience as customers moving into one of our newly built homes.
This includes decorating where appropriate, carpeting throughout and ensuring our residents have the best possible start to their tenancy.
We developed this standard by talking to residents, colleagues and board members about what we could do to make a real difference.
This collaborative approach underpins all the changes we are making. And Fayann Simpson, an L&Q resident of more than 20 years, now sits on our group board to help us keep residents at the heart of our decision-making.
The best way to establish great customer service is through empowering both your customers and your employees.
This month we are also making changes to our repairs service so that what we repair is based on what feels right to our people rather than relying on inflexible rules. A good example of this is our new approach to fencing – we fix it!
None of this would have been possible without working closely with, and empowering, our residents. And it feels like we’re only just beginning.
Andy Brown, chief operating officer, L&Q
Tech Leaders 2018
We unveil Tech Leaders 2018 - a list of the tech innovators digitally transforming their organisations:
Sponsored by Hitachi Solutions
Social Housing Green Paper: full coverage
All our Social Housing Green Paper coverage in one place:
Green paper measures are not enough to create May’s ‘new generation’ of council homes Green paper proposals are welcome but much more is needed to support councils to build, writes John Bibby
Green paper shows ministers now see associations as trusted partners Focusing on the failure of the green paper to address supply misses the point, writes Boris Worrall
Government should focus on building on what is already strong Philippa Jones considers the Social Housing Green Paper through a slightly different lens
We need more than a week of delayed announcements bundled together Jules Birch reflects on the government’s ‘Housing Week’ announcements
The regulator should monitor how associations assist homeless people Government announcements this week are positive, but any enhanced role for the English regulator should include looking at homelessness prevention work, argues David Bogle
The regulator’s role should be limited to dealing with systemic failures Julian Ashby suggests the Housing Ombudsman Service should deal with all complaints
The green paper shows ministers are in listening mode Despite some glaring omissions, the government appears to be in listening mode and it is important the sector takes advantage, argues Emma Maier
A short history of social housing league tables Attempts to create league tables for housing associations are nothing new. Mervyn Jones looks at how they have worked in the past
League tables could prove blunt and counter-productive, sector warns Housing figures criticise government proposals to measure social landlords against performance indicators
Government ‘must decide how proactive regulator should be’ on consumer standards Ministers now face a dilemma over the regulator’s focus, sector figures say
The Green Paper: a golden opportunity missed? Melanie Rees assesses the Social Housing Green Paper against recommendations drawn up by the Chartered Institute of Housing and finds the government comes up short
Longer strategic partnerships and guranteed debt to boost social housebuilding The Social Housing Green Paper outlines key ways of boosting supply
The green paper is remarkable progress but it is still not enough The green paper suggests the government appears to be re-writing much of its policy since 2010, but more needs to be done, writes Jules Birch
Green paper marks a ‘milestone’ on resident involvement The government’s recognition residents need clear information is to be welcomed, now it up to the sector to embrace tenant involvement, writes Paul Hackett
Ministers consider stock transfer programme to community-led associations The stock transfer programme could be revived under proposals in the housing green paper
Access to housing grant could be tied to new league tables Grant could be awarded according to how well landlords meet performance indicators, the paper suggests
Ofsted-style regulation of tenant services proposed The government is considering expanding the Regulator for Social Housing’s remit to intervene over tenant services and give it a more “proactive approach to enforcement”
Government proposes dropping one-for-one Right to Buy replacement commitment A consultation paper published alongside the green paper proposes a broader measurement to replace the one-for-one pledge
A list of recent housing policy U-turns The green paper confirms yet more housing policy U-turns from the government, which has spent the past two years dropping policy ideas developed under the David Cameron government. Here is a rundown of the major changes in policy direction
Sector welcomes green paper but calls for more ‘ambitious investment’ Reaction to the proposals, from the National Housing Federation, Chartered Institute of Housing and more
Morning Briefing: reaction to green paper announcements how the media reported the proposals trailed by the government overnight
Government drops plans to force councils to sell higher-value stock The government drops plans to force councils to sell higher value homes
League tables and ‘sharper teeth’ for regulator in social housing green paper Ministers reveal some of the things in the paper ahead of its publication
Grenfell survivors: green paper does not go far enough survivors of the Grenfell Tower fire have said the measures published in the Social Housing Green Paper do not do enough to rectify issues in the social housing sector
