The Big Customer Check-in

We’re checking in with all our customers to make sure we have the correct and up-to-date information about you and your household.

We have a few questions for you to answer. The information you provide will help us understand your needs and make sure our services work well for you and everyone in your home.

As a thank you for answering all the questions, you’ll be entered into a draw to win one of three £100 shopping vouchers ..

Look out for it

We’re sending out the questions as a text to your phone, with a link. The phone number that the text message will come from will say Incommunities.

If we have an email address for you, you may receive an email. The email address will say Incommunities.

If you prefer paper, we can send the questions out in the post. We’ll also send a pre-paid envelope for you to return it to us.

Working with a specialist partner

We're working with a research company called Service Insights Ltd to do this project. They are independent from us at Incommunities and specialise in gathering customer information for housing associations. Your feedback will be used for research purposes only

The validity of Service Insights Ltd as a research supplier can be checked for free by calling the Market Research Society Freephone verification service on 0800 975 9596 or checking our listing on the Market Research Society's website.

A token to say thank you for your time

Everyone who completes the questions will be entered into a prize draw with a chance to win one of three £100 vouchers . There’s more information about the prize draw and terms & conditions.

We know you may have questions about why we’re asking these questions and how we’ll use the information that we gather, so we’ve prepared some Frequently Asked Questions.

If you still have questions about this project, please call us on 0330 175 9540.

Here are the full terms and conditions for the three £100 shopping vouchers draw.

FAQs

Q. Why are you doing this?

Everyone is unique and needs a different level of support and adjustments depending on their own situation.

We need to check what your needs are so that we can make sure our services are suitable for your individual needs.

That’s why we’re asking you these questions.

Q. How do I know that this is genuine and not spam?

The email address that the questions will come from is Incommunities .

The phone number that the text message will come from will say Incommunities.

You may also receive a phone call from us, this will come from an 01274 number.

If you receive the survey in the post, it will come from us with the Incommunities logo and all of our contact information.

We’ve added some screenshots of how the questions will look, so that you know what to look out for.

If you’re still not sure, please call our contact centre on 0330 175 9540 to check with them.

^{Survey screenshot}

Q. I thought you already had lots of the information that you’re asking for?

We have some gaps in the information that we hold, and some of our information may be out of date.

Having up-to-date information about you means that we can make sure our services are suitable for your individual needs.

Q. What improvements will you be making based on the information that I provide?

We’re continually changing and improving our services. The information you provide will help us identify gaps, improve accessibility, and tailor offerings to ensure they work for you and the people living with you in your home. By understanding diverse needs and experiences, we can make informed decisions that shape future services, policies, and innovations—creating a more inclusive and effective experience for everyone.

Q. Why are you asking for such sensitive information, such as sexual preference? How will that information help you improve your services for me?

We ask optional questions about identity, including sexual preference, to help us create more inclusive and representative services with no barriers of access. Understanding the diverse backgrounds of our customers allows us to tailor experiences, ensure thoughtful representation in our campaigns, and develop services that meet the needs of different communities.