Case Study: L&Q improves customer experience with Alida

How L&Q improves customer experience by listening to diverse voices

L&Q, one of the largest housing associations in London and the South East, wanted to improve customer service and build a more empathetic, inclusive experience for its residents. Working with vendor Alida, L&Q focused on listening more closely to diverse resident voices, especially through its online community and Insight Community.

Using Alida’s Insight Community platform, “L&Q and You!”, L&Q gathered ongoing feedback from 3,400 members through surveys, forum discussions, and resident updates. The solution helped L&Q uncover issues affecting LGBTQ+ residents, strengthen training materials, and improve diversity and inclusion efforts, while also reinforcing trust by showing residents how their feedback informed change.

L&Q