Community Engagement
Customer drop-ins
Our Customer Resilience Team lead on community events and customer engagement.
Support with resident groups and applying for grants and funding is also available.
To find out more about the drop-ins and how our Customer Resilience Team work in local communities, contact either Pam or Sarfraz:
Pam Chahal-Royal
Mobile: 07983 917 362
Email pam.chahal-royal@incommunities.co.uk
Sarfraz Gulzar
Mobile: 07944 669 405
Email: sarfraz.gulzar@incommunities.co.uk
Customer Engagement Sessions
If you're an Incommunities customer and want to be part of our Customer Voice family, we'd love to hear from you. There are lots of ways for you to be involved, have your say about how we can make Incommunities better for you, and make friends along the way!
If you would like to attend any of these sessions, or just find out more about being involved, please email: sarees.riaz@incommunities.co.uk or call/text Sarees on: 07393269383 - or click on the form below.
Find out more
Reports:
Here you will find our reports from customer scrutiny, engagement sessions & policy reviews:
Recharge Policy Review — July 2024
Recharge Policy Review Report July 24.pdf [pdf] 312KB
CCTV Policy Review — May 2024
CCTV Policy Review Report May 24.pdf [pdf] 274KB
Communal Cleaning and Maintenance Scrutiny — May 2024
Communal Cleaning and Maintenance Scrutiny Report May 24.pdf [pdf] 665KB
Big 6 Policy reviews: Asbestos, Electrical Safety, Fire Safety, Gas Policy, Lift Safety & Water Safety
Big 6 Policy Review Report April 24.pdf [pdf] 284KB
Aids & Adaptations Policy Review — Feb 2024
Aids & Adaptations Policy Review Report Feb 24.pdf [pdf] 314KB
Anti-Social Behaviour Scrutiny — Jan 2024
ASB Customer Scrutiny Report Jan 2024.pdf [pdf] 417KB
Safeguarding & Reasonable Adjustment Policy — Sept 2023
Upcoming Sessions
Repairs Focus group — 7th Oct 7.30pm — 9.30pm — TEAMS/online
Come and join us online for our quarterly repairs focus group. This month we will be updating on our repairs serice and our repairs improvement plan. After this, we would like you to help shape and influence the scope of the communicaiton of repairs scrutiny sessions, planned for Oct & Nov 24. To find out more, please get in touch!
Meet the Ombudsman — 15th Oct 1pm — 2pm
The Housing Ombudsman are coming to Incommmunities to hold a forum for customers and colleagues. This is a great chance to ask them any questions you might have and find out more about what they do.
The session will run from 1pm - 2pm. Arrival is from anytime from 12.30pm onward.
Tea, coffee and biscuits will be provided.
The session will be held at our offices in Shipley, BD17 7BN
Please register your interest on this form: https://forms.office.com/e/u8Q65efxcA
For more info, please see the Housing Ombudsman webpage here: https://www.housing-ombudsman.org.uk/residents/mto/
We will have colleagues from repairs, neighbourhoods, commnity safety team & complaints on had to answer any of your individual questions or queries from 2pm — 2.45pm .
Damp, Mold & Condensation Customer Consultation — 17th October 10am — 3pm -The Quays, Shipley
This is a great opportunity for you to come along to an update from our Damp, Mold & Condensation service leads. In the session, we'll update you on our service and policy changes, as well as give advice and support on the differnt types of damp, mold and ocndensation, including ways to help reduce it.
There will be plenty of time for you to ask questions and make recommendations for how we can improve in this area. Please get in touch if you'd like to come along!
Repairs Scrutiny — dates & times to be confirmed (Oct/Nov)
We will be holding a scrutiny of our communication within the repairs service in the coming weeks, looking at these areas:
1. Communication when booking repairs
2. Day-to-day communication with our repairs team
3. Communication when we rescehdule a repair
If you woudl like to know more about applying to be a scruniteer, please get in touch for more details.
Diversity Matters Quarterly group — 14th Nov 11am — 1.30pm — The Quays, Shipley
Come along to our quarterly diversity matters group in Nov! This time, we are meeting in person and in the daytime! Everyone is bringing along their favourite food for a fuddle. We will have more details of what to expect from the meeting closer to the time, but do come along to this really friendly and welcoming group!
Your Voice, Your Choice — Customer Conference — 22nd Nov 10.30am — 3.30pm — The Quays, Shipley
We are hosting our very first customer conference and would love you to come along! More details will be posted shortly, so do keep an eye out for this.
The conference has been planned by 4 of our invovled customers and should be a great and informative day! We are still finalising the day, but here is what we have planned so far:
- 10.30am — 11.15am chance to speak with colleagues from different areas, such as repairs, income, complaints, neighbourhoods & community safety. If you are dealing with an issue and you'd like some support or advice, then come along early so you can have the chance to speak with the right department
- 11.30 — Conference starts
- Update from our Executive Director of Customer and Communities Janey Carey, who will speak about our new 5 year corporate strategy and answer any questions you have
- Get to know the Customer Voice team. Who we are, what we do and how your support is making big changes to how Incommunities does things
- Our legal and regulatory requirements — we want to make sure that you are as empopwered as possible so that you can hold us accountable. We will share with you what is expected of us from a legal and regualtory standpoint and how we are making sure that we are doing these things.
- You said, we did! We'll update you on all the recommendations customers have made in the last year and what has chnaged as a result
- Workshops — we'd love to hear your thoughts and recommendations on how we can encourage more customers to be involved in shaping the future of Incommunities and how we do things
We will provide lunch and there will be a prize draw.
In the coming weeks, we'll add a link here for you to register your interest.
Past Sessions
Recharge Policy — 24th July
We know that the repairs and maintenance service is incredibly important to you and would like to make it as clear as possible in which cases we may recharge the costs of repairs to our customers.
We have drafted the Recharge Policy and would like your feedback to influence the final version ! The policy aims to clarify was a rechargeable repair is, and the circumstances where your repairs could be recharged.
New Tenancy Satisfaction - 20th June 2024 - 11.30am to 4.30pm
Aimed at new customers, this session is to find out what your experiences as a new customer are. What did we do well? What could we have done better? What do you think we should prioritse for our new customers? If you're a relatively new customer, please get in touch to find out how you can give us your feedback. You dont have to come to the session if you'd prefer, you can give us your feedback either ont he phone, by text or by email. Whichever works best for you!
Quarterly Repairs Focus Group - 11th July 8pm - 9.30pm - online (Teams)
If you'd like to join us at the next repairs focus group, please do let us know. We can help with setting up Teams!
Quarterly Diversity Matters Group - 6th August 2024 - 6pm - 7.30pm online (Teams)
Customer Data Consultation - 14th June 2024 - 10am to 2pm
We are holding this session as an opportunity to showcase the projects we have going on around customer data, to get your feedback and to answer any questions you have.
Communal Cleaning & Communal Maintenance Scrutiny - May & June 2024
We will be holding several sessions over May for cusomters to have the opportunity to scruntise how we carry out communal cleaning and communal upkeep in our communities.
The first session will be held on 8th May where you will have the chance to meet with our Delivery Lead for Grounds Maintenance and our Delivery Lead for Estate Services. This is a great opportunity to ask as many questions as you want, understand how we plan and carry out cleaning and maintenance as well as understand roles and duties within each department.
There will then be some sessions where we will go out and about to inspect communal cleaning and grounds maintenance within our areas. This is where we really want you to be honest, objective and constructive with your feedback so that we can put these into recommendations and help improve the services we offer.
On the 31st May, we will all meet again at our office, so that we can put together a final report based on all your observations and recommendations.
If this is something you'd like to be involved in, or would just like to know more about, please text/call Sarees on: 07393 269383 or Tobi on: 07342 092647
Consumer Standards x 4 sessions - May 2024
The regulator of social housing sets 4 standards that landlords must work within. Twice a year, we will invite customers to come in to look at each standard in depth and to meet with the relevant service area lead to look at our self-assesments against each standard to see if you agree that we are compliant in each standard.
- Safety & Quality Standard – 2nd May 2024 – 9.30am – 1.30pm
- Transparency, Influence and Accountability Standard - 7th May 2024 – 9.30am – 1.30pm
- Tenancy Standard – 14th May 2024 – 9.30am – 1.30pm
- Neighbourhoods Standard – 17th May 2024 – 9.30am – 1.30pm
CCTV & Covert Surveillance Policy Review - 10th May 2024 - 10am - 2pm
We will be reviewing our CCTV & Covert Surveillance policy in early May. Come along to help shape the final version!
The Big 6 - 26th April 2024 - 9.30am - 3pm
We have 6 policies that are due for renewal: Absestos, Electrical, Fire, Gas & heating, Lift Satefy and Water Hygiene. Would you like to come along to spend some time looking at the policies, talking to the service area leads and having your say about whether these policies are fit for purpose and giving your recommendations? The session will be held at our offices. Please get in touch if you'd like to be involved.
Our Approach to Biodiversity - 24th April 2024 10am - 2pm
In this session, we will be looking at our current plans for this spring and summer. We really want to hear from you and what you think of our plans and what you would like to see us do! If you'd like to know more, or register for the session, please complete this quick form: https://forms.office.com/e/RL6vpCRnN1
Repairs Focus Group - 16th April 2024 - will be held on Teams (8pm - 9.30pm)
Diversity Matters Group meeting – 16th April 2024 (Teams meeting) 6.30pm – 7.30pm
Come along to our very first Diversity Matters Group meeting where you can help influence how we can be more inclusive to all our customers, as well as talk about local initiatives to get involved with! The meetings will be on Teams during the early evening so that everyone has an opportunity to be part of this exciting new group. If you'd like to know more, please email/text/call Sarees or Tobi.
Safeguarding & Reasonable Adjustment and Vulnerability Policy Review - 18th March 2024
This session will look at the revised Safeguarding policy and our new Reasonable Adjustment & Vulnerability policy to understand the legal and regulatory requirements to make sure that our policies are fit for purpose and support our customers in the right way.
Customer Scrutiny Training sessions
3 x 1.5hrs training for our customers to learn how to undertake meaningful scrutiny:
- Scrutiny Training - Regulatory Background & What is scrutiny? - Weds 6th March 24
- Scrutiny Training - Good practice scrutiny - Weds 20th March 24
- Scutiny Training - Critical Friend - Weds 27th March 24
Complaints Policy Review - 8th March 2024
Aids & Adaptations Policy Review - 26th Feb 2024
Born in Bradford Customer Workshop 5th February 2024
Born in Bradford is interested in using the information that Incommunities collects about their housing and analysing it together with other data, such as information about GP visits. This helps them understand how housing affects health. They would like to hear your priorities for making homes healthier and what types of housing information will be important for them to collect.
Anti-Social Behaviour - Customer Scrutiny
Jan 24 - ASB Customer Scrutiny Report .pdf [pdf] 409KB
Incommunities are holding a 3-day scrutiny session on our approach to anti-social behaviour, looking at how our neighbourhoods team operates in dealing with anti-social behaviour, whether we are compliant with processes and policy, and ways our customers can make recommendations to shape this service
Dates & times:
- 24th January - 9:30-14:00
- 25th January - 9:30-14:00
- 26th January - 11:00-14:00
Digital Quarterly Repairs Group - Tues 9th Jan 2024, 8pm - 9.30pm
Customer Service Centre Scrutiny - Dec 2023
A 3 day scrutiny of our customer contact centre
Consumer Standards Self Assesment
- 6th Nov 2024 - Neighbourhood & Community Standard
- 7th Nov 2024 - Safety & Quality Standard
- 8th Nov 2024 - Tenancy Standard
- 9th Nov 2024 - Transparency, Influence & Accountability Standard
Board Away Day with our customers - 6th Oct 2023
Events
Sue Belcher Talent Show
Saturday 13th April 2024
63 Bracken Bank Avenue
Keighley
BD21 7AE
Wyke Customer Drop In
Tuesday 23rd April 2024
St Mary’s Church Hall
Green Lane
Wyke
BD12 8QH
For further information on these events please contact:
Sarfraz Gulzar 07944 669405 (Keighley, Shipley and Bingley area)
Pam Chahal 07983 917362 (Bradford and surrounding areas up to Queensbury)
Out and about...
