Frequently asked questions

Q : Who is L&Q?
A : L&Q is a Registered Social Landlord, otherwise known as a housing association. We manage over 50 000 homes in London and the South East. We were inspected by the Audit Commission in March 2006 and rated as a good 2 star service with excellent prospects for improvements.

Q : What are the advantages of transferring to L&Q?
A : We are setting up a five year improvements programme worth over £50 million. This means that residents will see improvements to their homes that match and exceed the Government’s Decent Homes Standard. These works include an upgrade of kitchens, bathrooms, double glazing, security and environmental improvements.

Q : How can I pay my rent?
A : We make it simple as we can for you to be able to pay your rent. Set out below are the ways in which you can pay:

With your swipecard, in cash, at any Post Office, PayPoint or PayZone outlet. You will receive your rent payment card shortly along with details of your nearest PayPoint and PayZone outlets.

By Direct Debit – the easiest way to pay.For an application form or more information please contact the rents team on 020 8308 6060.

Over the phone by credit or debit card by calling 0870 243 6040. This 24 hour service is provided by Allpay.Net.

By post, Cheques only – to L&Q Direct, Marlowe House, 13th floor, 109 Station road, Sidcup DA15 7ET. Please make all cheques payable to London & quadrant and please include your tenant reference number on the back of the cheque. A receipt will be sent to you.

If you have any questions or need more information about paying your rent please call L&Q Direct on the Revenue Support team on 0800 015 6536 and select option 2.

Q : I’ve heard that L&Q are only in it for profit
A : Housing associations are run as not-for-profit businesses. Any surplus they make is ploughed back into the organisation to maintain existing homes and to help finance the building of new ones.

Q : Will my housing benefit be affected?
A : No. If the transfer goes ahead, your Housing Benefit will not be affected.

Q : Will I lose any of my key rights?
A : No

Residents will KEEP:

• Presevered Right to Buy

• Right to pass on your home (succession)

• Right to be consulted

• Right to repair

• Right to assign your tenancy (eg mutual exchange)

• Right to sub-let (with our permission)

• Right to carry out improvements (with our permission)

• Right to information

Residents GAIN:

• The right not to have your tenancy agreement changed without your written consent.

• If you succeed to your home, you gain an automatic right to pass it on when you die to someone who qualifies.

Q : What will the Decent Homes Programme include?
A : The L&Q Asset Management team responsible for the Decent Homes Programme at Grove Park will be carrying out a number of surveys and consultation exercises to create a detailed ‘programme of works’ investing £20 million in Grove Park to improve homes over the next five years.

What you can look forward to!
We expect to start work on:

• Replacing windows to houses and flats requiring them early in the New Year
• new kitchens and bathrooms to properties requiring them, completing over the next 12-18 months
• central heating installation in the next six months with improvement works taking place throughout 2009-2010
• lift improvement works shortly, which will hopefully be completed before Christmas

Q : Will the local neighbourhood office remain open?
A : Your local neighbourhood office in Grove Park will remain open to all the residents at Grove Park. This office, based at 333 - 335 Baring Road, Grove Park will be open from 9.00 am - 5.00 pm Monday - Friday. L&Q housing staff will be based there including your Tenancy Services Officers.

You will also be able to access all our services by telephoning L&Q Direct on free phone number 0800 015 6536 between 8.00 am and 8.00 pm Monday - Friday and 9.00am – 1.00 pm on Saturdays. If you prefer you can contact us via e-mail at the following address L&QDirect@lqgroup.org.uk

Q : What are the Grove Park Community Board’s role and responsibilities?
A : The Grove Park Homes Community Board is made up of 11 local tenants and leaseholders. They will be closely monitoring the progress of our transfer commitments, commenting on performance and our service to you.

Board members have attended training sessions with L&Q to ensure they are well equipped to carry out their important roles.

L&Q are committed to supporting the Board and servicing their meetings.

Representing the residents of Grove Park, Board members will meet regularly with L&Q to ensure residents are getting an excellent service. We will be working with the board to develop a process where your voices will be heard which will include setting up Tenants and Residents Associations.

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