30 Engagement Engaging existing and future LGBT customers in service design and delivery is key to ensuring customer satisfaction and the appropriate use of resources. The following examples show how housing organisations have attempted to achieve this.
Practice example Engaging LGBT people in service design and delivery Brighton and Hove Council provide an example of achieving a cross-city, cross-directorate, cross-sector, and service-user inclusive approach to delivering LGBT equality. Brighton and Hove developed their strategy in response to the Count Me In survey which was conducted in 2000 and aimed to comprehensively identify the personal, social and community needs of LGBT people in Brighton and Hove as articulated by them.
This was followed by Count Me In Too where LGBT people shared their views and experiences, and worked with service providers and others to gather and present evidence that would promote positive changes for LGBT people living in the local authority area. Engagement activities included: • 819 questionnaires completed by respondents • testimonies from 69 people who took part in focus groups • a Speakers’ Corner event where LGBT people shared their stories • a project exhibition which showed the role that Brighton and Hove’s LGBT community played in its development • a series of Community Summary sheets which outlined key findings and issues identified • feedback on the project and ideas for future activities. You can find out more about Count Me In and Count Me In Too by visiting: www.countmeintoo.co.uk