Supporting Race Equality Week

Your home should be a place where you feel safe, respected, and listened to. At Lincolnshire Housing Partnership, we believe fairness is not about having the same rules for everyone but making sure our services work well for all customers, whatever your background, language, or life experience. As part of Race Equality Week, we want to share what this means for customers and what customers can expect from us.

Our customers come from many backgrounds. Some were born in the UK, while others have moved here from different countries. Some speak English confidently, while others may find letters, forms, or phone calls more difficult. We know that communication barriers, past experiences, and misunderstandings can make it harder for people to get the service they need. That is why we are committed to improving how we communicate and how we deliver our services, so no one is disadvantaged because of race, ethnicity, nationality, or language.
We are working to make our services clearer, more accessible, and more respectful.

This includes:

• Using clear and simple language in letters, texts, and emails wherever possible
• Offering different ways to contact us, such as phone, email, text, or online
• Providing interpretation or translation support when it is needed
• Making sure staff listen carefully and explain things clearly
• Taking concerns about discrimination or harassment seriously
• Treating everyone with dignity and respect

If something is not clear, you have the right to ask us to explain it again in a way that works for you. We understand that how we communicate is just as important as what we say. For some customers, contacting a housing provider can feel stressful, especially if they have had difficult experiences in the past. We want to make it easier for you to talk to us, ask questions, and raise concerns without feeling judged or dismissed.

If English is not your preferred language, or if you find certain words or processes confusing, please let us know and we will do our best to support you. We use feedback, complaints, and conversations with customers to help us understand where our services work well and where we need to improve. Your experiences matter, and they help shape how we improve.

You can support this by telling us what works for you and what does not:

• Let us know if our letters are unclear.
• Tell us if you need information in a different format or language.
• Raise concerns if you feel you have been treated unfairly or without respect.

Race equality is part of our commitment to providing housing services that are fair, inclusive, and respectful, not just this week, but all year round.