L&Q strengthens customer services with 87 new roles

L&Q has invested £3.7m in the creation of 87 new roles across its customer services teams. 

Matt Foreman, executive group director of customer services at the 105,000-home housing association said the new posts “will help us to be more visible and responsive to residents, and provide additional support or signposting to other services”.

In 2022, L&Q reorganised its housing management services by introducing a patch-based approach. Under this model, neighbourhood housing leads delivered services to around 550 households each.

The landlord is now recruiting for 31 new neighbourhood housing leads, cutting average patch sizes to just over 400 across London and the South.

>>See also: Great Places hires L&Q executive as chief customer officer

>>See also: L&Q boss accuses HBF of ‘whinging’ over section 106 take-up

It is also creating 21 new specialist roles within its anti-social behaviour team, including dedicated managers and officers alongside wrap-around support and signposting for residents affected by domestic abuse.

Meanwhile, 14 new colleagues will join L&Q’s service charge team, aiming to improve how charges are communicated to residents.

They will work alongside a newly established managing agents team, which advocates for residents living in buildings where services are delivered by third party companies. This team will work with L&Q residents to more effectively hold external companies to account for the quality of the services they deliver.

L&Q’s contact centre will grow by nine posts to reduce call waiting times and improve consistency, while its complaints team is expanding to encourage a strengthened approach to learning from complaints.

Recruitment for the new positions is underway with appointment of colleagues expected before the end of the year.