L&Q is one of the UK’s largest charitable housing associations, providing homes and support for over 250,000 people across 105,000 properties. With nearly 60 years of experience, L&Q combines social purpose with commercial drive to create safe, high-quality homes and vibrant communities.
L&Q aimed to deliver a step-change in customer experience as part of a five-year digital transformation programme. The goal was to enable 50% of all transactional services to be completed online, reduce pressure on contact centres, and empower tenants to manage their homes independently and confidently.
A secure self-service customer portal was developed on the Sitecore platform, integrating multiple enterprise technologies into a synchronised ecosystem. The project involved stakeholder interviews, UX discovery, and persona analysis to define a high-level feature site map. Key integrations included Microsoft Dynamics 365, Azure B2C, Bottomline payment gateway, Verint Transversal, and Puzzel. The portal allows tenants to manage payments, track maintenance, access documents, and receive personalised content and support.
Rapid adoption and measurable improvements in customer experience.
Key Outcomes:
