Buyer's Guide

The information provided on Connect to Support Lincolnshire is offered for free and for general information purposes only, in order to show people the range of groups and activities available to them and the organisations able to offer such provision.

Whilst Lincolnshire County Council and Lincolnshire NHS will endeavour to keep the information up to date, the directory is open to registration by any organisation and therefore inclusion of any organisation does not reflect any endorsement by Lincolnshire County Council, Age UK, Lincolnshire NHS nor PCG Limited.

Accordingly, Lincolnshire County Council and Lincolnshire NHS make no representations or warranties of any kind, express or implied about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products or services contained on the website for any purpose.

Any reliance you place on such information is therefore strictly at your risk and in no event will Lincolnshire County Council or Lincolnshire NHS be liable for any for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising out of, or in connection with the use of this website.

If you receive a Direct Payment, all spending must contribute to achieving the outcomes in your care plan. Speak with your social worker if you are unsure about this or if you would like to know more about managing your Direct Payment through this site.

Before you purchase any goods or services we recommend you undertake the following checks:

Speak to someone at the organisation, prepare and ask questions that will help you make a decision
Initial conversations with a care provider are a good introduction to how easy it will be to talk to or work with them. Take into account:
- Were they easy to get hold of?
- Did they get back to you when they said they would?
- Did they offer to meet with you to discuss your needs in person?
- Did they ask if you want to talk to other people they support or if you have checked their feedback and ratings on Connect to Support?
Check staff who would be working with you have been checked by The Disclosure and Barring Service (DBS) previously Criminal Records Bureau (CRB)
Are the services you are buying regulated and if so, is the organisation you are buying from appropriately registered?
You may want to read the feedback from other people who have bought services from that organisation via independent consumer sites.
Make sure you have a contact number and postal address so you can contact the company if anything goes wrong
Allow yourself breathing space before agreeing to anything, don't feel obliged to buy there and then.

For more information and advice on finding or purchasing care visit:

If you are meeting someone to discuss a service or buying a service carried out in your own home consider the following:

Ask for the name of the person who will be coming beforehand
Ask to see identification
Ask someone to be with you when you meet them
If you are going to employ someone always ask for references and follow them up
There is information and support available if you are thinking about employing a personal assistant

If you are in doubt about the identity of the person you meet, do not feel obliged to let them in or meet them. Contact the company for clarification or to reschedule for when you are able to meet them with someone else present.

After meeting a provider, allow time to think about your decision. You do not need to agree to anything there and then as this may not be the most suitable option for you.

Read the Code of Conduct to find out how providers should treat customers.

If you feel a provider is not following this code of conduct please report this via the Contact Us Form.

For more information and advice on staying safe whilst shopping online visit:

Money Advice Service

Step 1 - Search for the service you require on our E-Marketplace. Search by location, type, provider etc.
Step 2 - Contact the providers who offer the service you require. We recommend contacting multiple so you can decide which is most appropriate for you. You can contact the providers through Connect to Support, over the phone or face to face.
Step 3 - Request additional information from the provider that you require to set up this service.
Step 4 - Order the service you require through our E-Marketplace.
Step 5 - Receive the service you have ordered.
Step 6 - Pay for this service via an invoice, which is created by Connect to Support then deducted from your Virtual Wallet account.
Step 7 - Leave feedback so others can use this when searching for a new service themselves.

People's circumstances change; if you need to cancel your support agreement, you need to know you can do this easily.
When purchasing a service or item check:

Is there a procedure for ending your agreement?
Is there a notice period?
Are there 'exit fees' such as staff salaries?

If something was to go wrong you want to be certain that any problems can be solved quickly and efficiently. Does the service or item you are buying have the following information attached?

is there a complaints procedure and is it easy to understand?
do you think that potential complaints will be investigated and taken seriously?
does the procedure tell you how you will receive feedback regarding your complaint, then what to do if you are still unhappy?
if you are buying equipment, can you return it? If so, what are the terms to this?

If you are unhappy with a service or item you have purchased and your complaint is not investigated you may want to contact Citizens Advice Bureau.

If you are unsure of your rights or how to action a complaint or return then Which? has guidance to help.

If you’re worried about an adult and think they may be a victim of neglect, abuse or cruelty then it is important to tell someone. Find out the different ways to report this on the Lincolnshire County Council website.