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A ‘big conversation’ maps the way forward for Ardenglen

Discussions and feedback, led by tenants, were used to drive the formulation of a new Business Plan.

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Ardenglen Housing Association held its biggest ever conversation with customers in order to map the organisation’s way forward.

Known as the ‘Big Conversation’ it was launched in 2021, with the aim of understanding customer impact caused by the pandemic and to explore what many wanted from Ardenglen ranging from their home to the association’s role in the community.

Discussions and feedback, led by tenants, were used to drive the formulation of a new Business Plan. With over 20% of Ardenglen customers getting involved, it provides a clear mandate for the way forward.

A strong sense of pride in the community and good housing were key themes. There was significant support for tackling anti-social behaviour, as many customers spoke of this being heightened during the pandemic. Eighty-four percent of customers advised they wanted to engage with Ardenglen on the telephone with just over twenty-per cent (23%) preferring face-to-face meetings.

Chief Executive Audrey Simpson said: “The Big Conversation has ignited a number of new projects, service reviews and driven our investment priorities. Customers spoke about the importance of services being personal to meet individual needs and this is being taken forward in a new Equality, Diversity and Human Rights project.

“At the end of the day, it is about customer service excellence, and we are firmly focused on this.

The findings from the Big Conversation revealed there was also an almost universal view that Ardenglen should have a key role in the community as a whole, including working with others to tackle poverty, isolation and ensure mental wellbeing.

The map can be seen at this address:


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