What you can expect from Lace
We’re clear about your rights — from safe homes to fair treatment, clear communication, and respect for your privacy.
We make sure every Lace home is safe and comfortable — meeting all legal standards for gas, fire, electrical, and building safety. Your home must always be fit to live in under the Decent Homes Standard and Awaab’s Law.
Read more in our Resident Safety page and Property Standard Factsheet
You have the right to be treated with kindness, respect, and fairness. We never tolerate discrimination and follow the Equality Act 2010 to make sure everyone feels valued and included.
Learn more about our approach on our Equality, Diversity, Inclusion & Belonging page.
We’ll always explain decisions about your home, rent or repairs in plain language — and make information easy to find.
Need help understanding your rights?
Our team can go through them with you or provide accessible versions in large print.
See our Inclusive Services & Advocacy page for accessibility support.
Your information is safe with us. We protect your data under UK GDPR and only share it when legally required or to protect your safety — never for marketing.
Read our Privacy Statement – Summary Version and CCTV Privacy Notice for Residents for more information.
See also your Tenant Handbook and Leaseholder Handbook for detailed rights and entitlements.
What does a good tenancy look like?
Good tenancies work both ways — we look after your home, and you help keep it safe, clean and welcoming.
If you’re struggling, tell us early — we’ll listen and help.
See Rent, Service Charges & Paying Your Rent and our Paying Your Rent – An Important Responsibility Factsheet.
Please keep your home clean, safe and well-ventilated. Report repairs quickly and allow access for safety checks so we can keep you secure.
See Repairs & Maintenance and How We Look After Your Home Factsheet.
Be kind to neighbours and staff. We won’t tolerate anti-social behaviour or harassment in any Lace community.
See Anti-Social Behaviour, Harassment & Hate Incidents and our Summary of Our ASB Policy Factsheet.
Let us know if your household or health changes — it helps us keep your tenancy right for you.
Through People, we listen and act with care. Through Places, we create safe homes. Through Partnerships, we build great communities together.
Why does tenancy fraud matter?
Tenancy fraud takes homes from people who need them — we work hard to keep housing fair and honest. For example, when someone lives in a Lace home without the legal right to — such as sub-letting or using false information on an application.
It happens when someone lives in a Lace home without the legal right to — for example, subletting or using false information on an application.
Fraud reduces the number of homes available for older people who need safe housing. We work with local councils to investigate and prevent it.
We check applications carefully, monitor unusual activity, and act on concerns quickly and confidentially.
If you suspect tenancy fraud, please tell us in confidence:
Call 01522 514444 or email housing@lacehousing.org
You can report anonymously if you prefer.
Read more in our Tenancy Fraud Factsheet.
Where to find more guidance
Need more detail or prefer printed copies? We make our factsheets, policies and handbooks simple to access and easy to understand.
Your complete guide to living in your Lace home — from safety and repairs to wellbeing and getting involved.
Available to download from the Customer Information page.
Explains rights, repairs and service charges for shared owners — including selling your home.
Available to download from the Customer Information page.
You’ll find clear summaries of our policies and service standards online. Printed and large-print copies are available on request.
Available to download from the Customer Information page.
Our team can go through them with you or provide accessible versions in large print.
