Why do your compliments matter so much?
Every thank you helps us celebrate kindness, inspire others, and understand what residents value most about our service.
You can compliment any staff member, volunteer, or team at any time.
Your message is shared directly and recorded so we can celebrate great work.
Compliments highlight what’s working well — from a friendly conversation to an outstanding repair or thoughtful act of care.
We review compliments to understand what residents appreciate most and build this into staff training and service design.
People: We celebrate care, professionalism, and compassion.
Places: We create homes where kindness is part of daily life.
Partnerships: We share good practice, so great service becomes the standard.
See also: Customer Service Standards | Complaints, Performance and Learning
How can you thank our staff or volunteers?
Small gestures mean a lot, and we make sure every thank-you is handled fairly and with integrity.
While gifts are never expected, we understand some residents may wish to show appreciation.
Staff may accept small, low-value items such as chocolates or flowers — but not cash or vouchers.
Read our Giving of Gifts Factsheet.
All gifts offered or received - even if declined, are recorded in our Gifts and Hospitality Register, reviewed annually by our Board.
In Extra Care schemes, small gifts are often shared among the whole team so everyone feels appreciated.
A kind word, card, or message means just as much — and often more — than a physical gift.
People: We value gratitude and good ethics.
Places: We keep appreciation fair and transparent.
Partnerships: Residents and staff celebrate success together.
See also: Resident Voice & Involvement and Volunteering at Lace
How we celebrate success
We share success stories so every act of kindness — big or small — inspires others to do the same.
When you share a compliment, it’s passed to the person or team involved, along with a thank-you from their manager.
Compliments are also shared within teams so others can learn from what went well — whether it’s great communication, problem-solving or simply taking time to listen.
This helps build consistency and keeps customer service focused on what matters most to residents.
Appreciation helps strengthen trust and morale — reminding everyone that their work makes a difference every day.
People: We celebrate the people who make Lace special.
Places: We nurture a positive, caring culture across every scheme.
Partnerships: We share stories that connect residents, volunteers, and colleagues.
See also: Resident Voice and Involvement and Volunteering
How do you share your appreciation?
It’s quick and easy to share your thanks — we’ll make sure it reaches the right person or team.
You can:
Tell any member of staff directly.
Call 01522 514444.
Use the [on-line reporting form] on our website.
Your compliment is shared with the individual or team involved and logged so we can celebrate it publicly where appropriate.
Every message of thanks is valued — whether it’s a quick word, a card, or a heartfelt note.
People: We listen to your positive stories with pride.
Places: We make appreciation part of everyday life.
Partnerships: Together, we build a community based on kindness and respect.
See also: Complaints, Performance and Learning and Resident Voice and Involvement
