We believe great communities thrive on conversation and the best homes and services grow from genuine partnership between residents and Lace colleagues.
Whether over coffee, at a meeting, or through a simple chat, your ideas help shape how we work, improve what we do and celebrate what matters most.
Listening, learning, and co-designing together
Every conversation counts. Your ideas and experiences shape the homes, services, and communities we build together.
We value every piece of feedback — whether a suggestion, compliment or concern — as a way to improve what we do.
Partnership is central to Lace’s approach. We work with residents, local councils, care providers, and community groups to make every scheme safe, welcoming and inclusive.
Our new Policy Cafés, launching in late 2025, will create relaxed spaces where residents and colleagues can share ideas, shape policies, and improve services — often over coffee and cake.
Each scheme is developing its own Local Engagement Plan, setting out priorities and shared goals. These plans make sure resident voices directly inform how each community is managed and how decisions reach our senior team and Board.
People: We listen with care and curiosity.
Places: Together we make homes better.
Partnerships: Resident voices are at the heart of every decision.
See also: Complaints, Performance and Learning and Volunteering at Lace.
It's the everyday moments that make Lace communities feel like home - from a friendly chat to lending a helping hand.
Residents are at the heart of it all. Whether it's coffee mornings, summer BBQs, gardening or helping with activities, everyone can play a part in creating a welcoming, connected community.
We also work with local schools, councils and charities like Age UK Lincolnshire to bring people together and create opportunities for friendship, connection and shared experiences.
It's these small moments that make a lasting difference - building friendships, pride and a real sense of belonging.
Preventing problems through partnership
Your feedback helps us get better. Talking early helps us resolve things quickly, fairly, and with care.
We encourage residents to raise concerns early — through meetings, emails, or everyday chats with our team.
Most concerns can be resolved quickly, before they become formal complaints.
Every complaint is reviewed to identify what we can do better.
We share improvements through You Said, We Did updates in meetings and on our website.
Resident voices are represented at the highest level.
Our Board Resident Champion and Board Member Responsible for Complaints ensure your feedback drives real change.
See our Housing Ombudsman page to learn about your right to independent advice and how we work with the Ombudsman to ensure fairness and transparency.
People: We listen early, act fairly, and learn from every experience.
Places: Honest feedback keeps our homes and services strong.
Partnerships: We learn together to do better for everyone.
See also: Complaints, Performance and Learning and Customer Service Standards.
“You Said, We Did” in practice
We believe in closing the loop - listening, learning, acting, and reporting back so every resident sees real change.
Listen
We listen through resident meetings, engagement plans, and everyday conversations across our schemes.
Learn
We reflect on what residents tell us — celebrating what’s working and identifying where to improve.
Act
We make changes, share updates and celebrate progress in newsletters, meetings, and online.
All feedback and learning are reported to our Board – including the Board Resident Champion and the Board Member Responsible for Complaints - for transparency and accountability.
People: Every voice matters.
Places: Homes shaped by collaboration and care.
Partnerships: We build better services through continuous learning.
See our Getting Involved Factsheet , our Annual Report to Residents and our “You Said, We Did” page.
