Personalising services means giving people what they need, when and where they need it. Personalised social service systems respond in timely and flexible ways that put the person at the heart of service design and delivery. They involve listening carefully and developing responses that address priorities identified by the person in need.

For the homeless person it can mean a home, support to maintain a tenancy and to develop relationships within the community; for the neglected child it can mean the care of a consistent adult, regular meals and knowing that he or she will be able to get to school Monday to Friday; for the person with a disability it can mean living as part of the community with support to participate in activities that most people take for granted; for the person with dementia it means having the right kind of help to remain connected to the life he or she has been living at home with family and friends. Personalising services in cost-effective ways means relying on paid professionals only where needed.