Support that meets your individual needs
We remove barriers so everyone can use our services confidently — in person, online or through clear communication.
We can provide documents in large print, or easy-read formats. Interpreters and translation services are also available if English isn’t your first language.
Our offices and housing schemes meet accessibility standards wherever possible. We’ll discuss any reasonable adjustments you might need for meetings or visits.
If you need help completing online forms or using digital tools, our Housing Team can support you in person or by phone.
People: We listen and adapt to individual needs.
Places: We design spaces and services that everyone can use.
Partnerships: We work with residents and professionals to improve accessibility across everything we do.
Having someone to speak or act on your behalf
If you’d like someone to represent or support you, we’ll help you set this up quickly and safely.
You can authorise a trusted person — such as a family member, carer or advocate — to speak or act on your behalf. We’ll just need your written consent to share information with them.
You must have the capacity to understand and sign your tenancy or lease agreement. If we have concerns, we’ll discuss them sensitively and signpost to independent advice.
We can provide details of local advocacy services, including Age UK Lincolnshire and VoiceAbility, who offer free, confidential guidance.
An advocate can help you raise a concern or make a complaint.
See our Complaints, Performance and Learning page for details.
People: We make sure every voice is heard.
Places: We support independence, not isolation.
Partnerships: We link with trusted advocates who provide impartial support.
Creating places where everyone feels safe and valued
We celebrate diversity, promote equality, and build inclusive communities where every resident feels they belong.
We promote equality of opportunity and never tolerate discrimination or harassment. Our services reflect the diverse communities we serve.
We encourage residents to share ideas through meetings, surveys, and local policy cafés — ensuring every voice helps shape how we work.
We respect and celebrate different faiths, backgrounds, and experiences — creating environments that are warm, inclusive and open-minded.
We listen and learn from residents, partners and staff to deliver services that are fair, accessible and continually improving.
People: We value difference and inclusion.
Places: We create safe, welcoming environments.
Partnerships: We collaborate to make fairness part of daily life.
Aids and Adaptations -making your home work for you
If your needs change, we’ll help adapt your home — or find the right alternative — so it continues to work for you.
If you have a disability or long-term health condition, we’ll explore suitable adjustments to your home. This might involve small changes by us or major works through your local authority’s Disabled Facilities Grant (DFG).
Read our Aids & Adaptations Factsheet and Inclusive Service Delivery Factsheet for more information.
Minor adaptations (under £250) include small changes like grab rails, lever taps or adapted handles — usually arranged directly by us.
Major adaptations (over £250) such as walk-in showers, ramps or lowered kitchen units - are usually managed by your local authority through the Disabled Facilities Grant (DFG) process.
We’ll help coordinate assessments and guide you through every step.
Please request written permission before making changes to your home. We’ll explain any conditions clearly and maintain any adaptations we’ve installed or funded where this forms part of our agreement.
Sometimes a home can’t be adapted — for example, if the cost is too high or the layout isn’t suitable.
We’ll explain why and support you to explore other housing options.
We also consider non-physical adjustments, like communication preferences or support with digital access, ensuring fair treatment for all.
People: We help you stay independent and comfortable.
Places: We adapt homes to meet individual needs.
Partnerships: We work with councils and residents to remove barriers and improve quality of life.
Read our Aids and Adaptations Factsheet and Inclusive Service Delivery Factsheet for more information.
