FAQs

• How do I apply for an L&Q home?
• Is L&Q the same as the council?
• Is L&Q a private company?
• Does L&Q have any ‘old people’s homes’?
• What is meant by 'supported’ housing'?
• Where are L&Q homes?
• I'm a keyworker, can I buy a home?
• Do you manage housing for private landlords?
• Do you ever sell off homes?
• How do I apply for a transfer if I already live in an L&Q home?
• What is an emergency repair?
• How long do I wait for other repairs?
• How do I report a repair?
• How can I check where my repair is up to?
• What is the difference between a Tenancy Services Officer and Revenue Officer?
• What happens if I have a complaint?
• Is there a tenants’ or residents’ association near me?
• What does Quadrant Community Investment do?
• What is residents online?

How do I apply for an L&Q home?
We do not accept direct applications. You need to register with your local council who will hold a list of those in need of housing.
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Is L&Q the same as the council?
No we are an independent organisation, but we do work closely with councils to help house those who need an affordable home. L&Q, like other housing associations, has to obey government rules on housing through the Housing Corporation.
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Is L&Q a private company?
No. L&Q has charitable status and any profits made are ploughed back into homes and service improvements. L&Q’s governing board members are not paid. Our business is ‘creating places where people want to live’.
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Does L&Q have any ‘old people’s homes’?
L&Q owns and manages a number of sheltered schemes. These are places where older people live independently, but there may be facilities like a shared lounge or a laundry room. Sheltered schemes do not provide nursing care of any sort. London & Quadrant Supported Living is the part of L&Q that runs sheltered schemes and other homes for those with special needs.
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What is meant by 'supported’ housing'?
At L&Q we divide our homes into those for people with 'general needs' and then we have homes run by our Supported Living division for those with particular needs.
We also provide support to more than 400 people living in homes owned by L&Q. And our support service is also offered to around 100 people living in property owned by other landlords.
Our main client groups for support are older people, people with learning disabilities, people with mental health problems and young people leaving care. We also work with more than 60 agencies who provide support in homes owned by L&Q, and their services cover a wider range of client groups to include, for example, women escaping domestic violence, former offenders and people with a history of substance abuse.
The support service, whether provided by L&QSL or one of its partner agencies, is tailored to the needs of each client. At the one end of the scale it might only involve a weekly visit to check how someone is coping. At the other end of the scale will be schemes that are staffed 24 hours a day and providing counselling as well as training in life skills. The support service is paid for by the local council using what is known as Supporting People Grant.
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Where are L&Q homes?
L&Q homes are located over most of London and the South East region. The boroughs where we own most homes are the London Boroughs of Bexley, Waltham Forest, Lambeth, Southwark, Newham, Lewisham, Haringey, Hounslow, Redbridge, Enfield and Barking & Dagenham.
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I'm a keyworker, can I buy a home?
Contact L&Q’s sister company Tower Homes about affordable home ownership and Keyworker schemes. Their freephone number is 080 0056 3601. On the Tower Homes Website you can look up homes that are available to buy, or part-buy, even if you are not that well paid. Tower’s homes are reserved for council tenants, housing association tenants, essential workers, those on a council list and still waiting for a home or first time buyers. Tower can give you clear and honest advice on whether you can afford to buy or part-buy their homes.
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Do you manage housing for private landlords?
No. We used to have a service that did this, but we prefer to manage homes we own so that we can invest in them for the future.
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Do you ever sell off homes?
Occasionally L&Q sells homes that are not cost effective to repair or manage.
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The answers to most of the following questions are also answered in the Home Pack given to L&Q residents when they first move in.

How do I apply for a transfer if I already live in an L&Q home?
You contact your tenancy services officer at your regional L&Q office. You will need to complete a form and say where you would like to transfer to. We have tried to give you more choice about where you transfer to and make it faster to move. You can read about this in the ‘Moving Home’ section of this website under transfers. Remember you cannot transfer if you owe rent.
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What is an emergency repair?
An emergency repair is one that causes an immediate risk to your safety or to your home if it is not dealt with. These include water leaks, blocked toilets and electrical failure. These are highest priority repairs and L&Q aims to get a contractor out to you within 8 hours of your telephone report of the problem. Do not use online repair reporting for emergencies. Phone us straightway on our freephone maintenance numbers. For more details, see our repairs and services section.
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How long do I wait for other repairs?
All repairs are put in order of priority. When you report a repair you will be given a target time for it to be completed
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How do I report a repair?
You have a choice. As you are online now you can try reporting a repair online through this website (unless it is an emergency.) You can also phone (free) or fax us – but you need to give all details - your name, address and contact number and when you are available to let contractors in. L&Q contact details are on this site and in the pack of information given to you when you moved in.
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How can I check where my repair is up to?
Call your regional freephone helpline, or try our 'chase a repair' section.
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What is the difference between a Tenancy Services Officer and Revenue Officer?
A Revenue Officer manages rent accounts and advises about rent payments and what to do if you get into arrears.

A Tenancy Services Officer (TSO) deals with all other matters to do with your tenancy. Your TSO is your first point of contact with L&Q. The name of your TSO will be in the pack you received when you moved in, but staff change, so contact your regional office if you are unsure.
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What happens if I have a complaint?
It depends what it is about. It’s best to read the section on this website on how to make a complaint and there’s an online form to fill in. L&Q aims to learn from complaints and improve services as a result.
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Is there a tenants’ or residents’ association near me?
Each L&Q region has a tenant and community development officer who can give advice about this. If you want to find out about setting up a residents’ association in your area, your tenant participation officer can help and L&Q gives a grant to help new associations. They can be contacted at the regional office.
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What does Quadrant Community Investment do?
As its name suggests, Quadrant Community Investment (QCI) provides resources to improve neighbourhoods. In the last three years QCI has invested £1million to improve the communities where L&Q works on ‘creating places where people want to live’. These improvements are often taken forward at the suggestion of L&Q residents.
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What is residents online?
You’ve already found this website - designed for residents of L&Q. As more and more people use services like online banking we aim to give L&Q residents an online route to housing services too. We know that many find the internet a convenient way to contact us and report repairs so we are constantly trying to add to our services available online.
A Residents Online panel meets every six months to give advice on the website and its services. If you are interested in a place on this panel contact Melanie Malherbe on 020 8557 2192.
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