The Big Customer Check-in
The Big Customer Check-in
We've been checking in with as many customers as possible to make sure we have the correct and up-to-date information about you and everyone in your home.
The information you provide helps us understand your needs and make sure our services work well for you and everyone in your home.
What we’ve done so far…
- We contacted 20,853 customers via telephone, postal, email and SMS.
- So far we've had responses from 7,653 customers, a response rate of 36.7%.
- Our largest response rate was by postal with 31.8% responded.
- From the data we collected, we know that 88.7% of all existing data was correct.
- We have collected 41,370 new pieces of data.
What next?
We're really pleased with the number of customers who have already completed the survey, but our aim is to contact as many customers as possible. Over the next few months we'll continue to try and get in touch with those customers either face-to-face, digitally or over the phone.
Frequently Asked Questions (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 or message us on Facebook to confirm.
Survey screenshots
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We have some gaps in the information that we hold, and some of our information may be out of date.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.
Q. Why do you need this information about my children?
We want to make sure that we understand the needs and levels of support that are required from everyone living in your home.
By understanding everyone’s requirements, we can make sure that our services are suitable for you all, and not just the main tenant.
Q. How can I trust that the information I give will be kept confidential?
Everything you tell us is kept private and safe, following our privacy policy.
