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

Energetic discussions and feedback, led by tenants, were used to drive the formulation of a new, ambitious business plan and 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 – an unsurprising finding given the strong sense of community in Castlemilk – along with 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. 84% of customers advised they wanted to engage with Ardenglen on the telephone with 23% preferring face-to-face meetings.

Audrey Simpson, chief executive, 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.”

Importantly, 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.