High rise building safety – how we plan to involve you

Every customer living in one of our buildings should expect us, as their landlord, to manage the building’s safety.

You should also expect us to keep you informed about safety measures and give you opportunities to be involved in decisions about building safety.

This engagement plan explains how we’ll involve you, keep you updated, and how you can hold us accountable.

Download the full Building Safety Engagement Strategy

What are the aims of the customer involvement plan?

We want everyone to feel safe and have a say in how buildings are looked after. Here’s how we’ll make sure that it happens:

Helping customers to have a voice – We want you to be part of the decisions that keep your home safe.
Listening to your ideas – Your thoughts matter! We’ll make sure you can share your views and help shape how we do things.
Sharing information clearly – We’ll explain what’s happening with building safety and make it easy for you to tell us what you think.
Always improving – We’ll keep finding ways to make things better and safer for everyone.
Being clear about responsibilities – Everyone has a role to play in keeping buildings safe. We’ll make sure everyone understands what they need to do.
Setting high safety standards – We won’t just do the basics; we’ll go above and beyond to keep our buildings as safe as possible.
Making sure our staff understand – Our teams will be trained to respect your right to be heard when it comes to building safety.

Your voice matters, and together we can make sure our buildings are safe for everyone!

We want you to feel confident about your building’s safety and have a greater say in how it’s managed.

To support this, we’ll share building safety information in different ways;

In-person Online Print Video

We’ll help you understand how to get involved and how to ask for more details about safety measures. Our goal is to make everything clear, and if it’s not, we want you to feel comfortable speaking up.

We’ll also share additional safety information beyond what’s required by law, such as fire safety guidelines and evacuation or stay-put plans.

Understanding your needs

We’ll focus on understanding the needs of the customers that live in your building; especially those customers who are disabled or vulnerable.
We’ll use this information to create suitable evacuation plans for everyone.
We’ll work with you to build trust. We want to know if you feel safe, rather than us just telling you that you are safe

This will be ongoing, as we know that your needs can change.

Hearing your voice

We’re committed to giving you a stronger voice about the big issues regarding the building where you live.

We’ll contact you in ways that you prefer. If you want us to do things differently, just let us know. Information will be up-to-date and accessible, with translation and other services available if needed.

These are the different ways that you can share your feedback and we can share information with you:

Building Safety Residents Group: A group of high-rise building residents that meet monthly to discuss and review all aspects of building safety. This group is open to anyone, aged 16 or over, who lives in one of our high-rise building. It’s your chance to raise your building safety concerns and make sure something is done about them.
Digital: Using our online platform “Your Voice” and social media to share information and get your feedback.
In Person and drop-ins: Regular face-to-face meetings where you can raise issues with us.
Block champions: Residents who represent their block and work with us to improve safety.

Building safety responsibilities

We want everyone to be clear about what Incommunities is responsible for and what customers are responsible for themselves – building safety is a partnership.


Incommunities will...	The customer should...
Meet all legal obligations	Act to keep your building safe
Share information with services in a way that supports the ongoing safety of the building	Share feedback and concerns
Understand customers' individual needs	Share information where it’s needed to be able to keep the building safe
Empower customers to get involved in building safety	Get involved
Provide ways for customers aged 16+ to get involved and have an impact on decisions
Have ways for younger residents under the age of 16 to get involved
Keep customers informed by sharing building safety information regularly in ways that they prefer
Give clear guidance for when things have gone or are going wrong
Be clear on who is responsible for dealing with issues when they happen
Have methods for continuous improvement

How we’ll check that the involvement plan is working

Understanding how to have a say: We’ll check if customers know how to take part and influence decisions.
Support and resources: We’ll regularly check that we’re giving customers the right support and ways to engage with us.
Satisfaction: We’ll measure customer’s satisfaction with how we’ve engaged in ways that are inclusive and easy to access.

You can also read the full version of the Building Safety Engagement Strategy