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 Neighbourhood Investment do?

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. These are set by 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. Our mission 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.
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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 those designed for people needing support of one kind or another.
We also provide support to more than 400 people living in homes owned by L&Q.
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.

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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 on 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.
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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 local 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 Neighbourhood Investment do?
As its name suggests, Neighbourhood Investment provides resources to improve neighbourhoods. The Neighbourhood investment team is constantly looking for ways to invest in and 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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