In recent years, a discourse has emerged around various issues of migration, integration and participation concerning diverse communities, with much focus given to such important issues such as equal opportunities within the labour market; housing; integration; schooling, and so on. However, there has often been a dissonance present between the intentions of inclusive practices, discourses and social realities, and their outcomes. Therefore, from the outset, this work was invested in understanding how an institution deals with the multicultural societies and identities that characterise modern urban cities, and how concepts of diversity, participation and engagement are strategically implemented in order to open up civic institutions to underrepresented groups.