Help and Advice for Homeowners

30 FAQs

• What repairs will you carry out in my home at the moment?
• When will you tell me when my repair will be done?
• How can I be sure your maintenance team won’t infect me when they come and carry out a repair?
• Can I move into an L&Q home?
• Can I still visit my relatives and friends in L&Q care schemes?
• I can’t work because of the coronavirus. What help can I get?
• Are your offices still open?
• What is L&Q doing to manage the impact of coronavirus outbreak on colleagues and residents?
• Do I need to tell L&Q if I’m ill or self-isolating?
• How will you keep our communal areas clean and tidy?
• Are your marketing suites still open?
• What repairs will you carry out in communal areas at the moment?
• Are play areas and outdoor gyms safe to use?
• Why is my rent going up at this time?
• Why are you still carrying out gas safety checks at this time?
• Can I take a payment holiday?
• If I can't pay my rent because of coronavirus, is my home at risk?
• Why are you changing your compensation policy?
• For what period are you stopping discretionary payments?
• When will discretionary compensation payments start again – and can I make my complaint then rather than now?
• My issue occurred before 1 April 2020 but I am only complaining now. Will you pay discretionary compensation?
• I’ve already made a complaint and am expecting compensation. Will I still receive it?
• Can I use the communal areas outside?
• Why have I had a letter from you about my arrears?
• You stopped work on my building? When will the work start again?
• I’m expecting a new kitchen, bathroom and windows. When will this work now happen?
• How will you keep me informed about your response to coronavirus?
• Who is allowed to visit me during lockdown?
• Why aren't you offering a full repairs service again yet?
• Will the coronavirus affect my service charge?