The community-controlled housing association has a housing stock exceeding 1,700 units in the east end of Glasgow varying from pre-1919 tenements to more energy efficient new build properties.

During the height of the pandemic, Parkhead Housing Association (PHA) felt that it had to respond to the challenge that Covid-19 had bought to its community. In particular staff from PHA volunteered to deliver weekly food parcels to the most vulnerable in the local community, a service that was really well received. PHA also accelerated plans to launch its Pantry project, a wee shop with a big heart where memberships are only £2.50 and allow access to approximately £10-15 worth of food in return. The Pantry is now viewed as a vital service to the Parkhead community and the membership base continues to grow.

PHA is also looking to innovate in a number of other areas and as such the idea of CEO drop-in sessions was created. In light of its tenant/customer satisfaction results in 2021, PHA said it was evident that a different style of approach was needed on a number of key measures, especially on how PHA communicates with its stakeholders.

This was something the new CEO Aileen wanted to change by listening to the views of the Parkhead community and to let the people of Parkhead know the good work the Association does for the local area.

Aileen said: “I thought it would be a good opportunity for me in my new role as CEO to introduce myself to our tenants and invite them to come along and meet me for a cuppa and an informal chat, and I am hoping to improve communication with our tenants to work together to deliver improved services within our community.

“I am hoping tenants will engage in my drop-in sessions as PHA as an organisation really wants to connect with our people to deliver an excellent customer service. I think an informal approach is more effective and for me it is important that our tenants see me as being approachable and someone who has a desire to work collaboratively with our people to make Parkhead a community to be proud of. I want to understand and hear issues from our tenants. I think everyone’s issue is unique but nonetheless important to them. That’s the whole point of my informal drop-in sessions.”

The CEO drop-in sessions are planned for the last Thursday of every month.