L&Q's corporate plan 2008/2009

Our mission and key objectives

L&Q’s mission is creating places where people want to live. We fulfil that mission by focusing on three key objectives:
- Quality homes
- Quality services
- Building for the future

Our mission and key objectives guide everything we do.

Our changing working environment

Every year our working environment changes. During 2008/09 we need to take account of:

Our changing customer base
Higher expectations and more diversity in age, ethnicity and income.

Political changes
A new funder, a new regulator, more development, higher standards, more competition. And a new relationship with local authorities.

Economic changes
Financial and housing market uncertainty, more cost pressures and lower grants. But high demand for our products and services and a strong financial position.

Technological changes
More dependence on IT systems, and changes to the way staff and offices work and how residents receive services.

Our response – resident customers

- A continued focus on the basics – maintenance, anti-social behaviour and moving home.
- A review of our specialist services and alignment of our operational structure to improve service delivery.
- A review of our resident involvement strategy to ensure it meets the changing profile of residents.
- Targeting products and services more carefully at specific markets.
- A review of our product range and pricing.
- A special focus on the needs of former Ujima and Grove Park residents in their first year with L&Q.

Our response – corporate customers

- Maintaining and enhancing key stakeholder relationships.
- More clarity in our service offer.
- Further measured risk taking on our land bank and products.
- Increased supply of new homes, including more family homes.
- New targets to improve the environmental sustainability of our new and existing homes.

Our response – economic issues

- Smarter business planning and risk assessment.
- Smarter pricing, products, deal size and location.
- Use of our market position and strong balance sheet to develop new intermediate products for people on average incomes.
- A review of our product and geographic focus.

Our response – technological issues

- Greater use of IT to tackle new risks and as a tool to meet customer need.
- A review of our HR policies to support change.
- A review of our service access and delivery structures to maximise the benefits of investment in IT.

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