Our Customer Engagement Calendar
Why We Publish Our Customer Engagement Calendar
At Paisley Housing Association, we are committed to accountability and tenant engagement. Through the publication of our annual Customer Engagement Calendar, we aim to keep our tenants fully informed about key responsibilities, consultations, and service commitments throughout the year.
The calendar below outlines what we will deliver and when. It covers everything from policy reviews and rent consultations to performance reporting and major repairs updates. It ensures we remain accountable for our responsibilities while providing tenants with the opportunity to engage with us at the right time on the issues that matter most.
Your voice plays a vital role in shaping the services we provide, and this calendar is one of the ways we ensure you stay informed and involved.
| Customer Engagement Calendar | Person Responsible | Target Completion Timescale |
| Consult with stakeholders re: review of Business Plan
|
Chief Executive | February 2025 / February 2026 |
|
Publish an annual Customer Engagement Calendar |
Corporate Services Officer |
April 2025/26 |
| Consult with members of consultation register on relevant policy review |
Director of Housing |
Continuous |
| Draw up and publish a new Customer Services Charter |
Director of Housing & Director of Asset & Development |
April 2025 |
|
Hold an annual general meeting |
Corporate Services Officer & Director of Finance & IT |
September 2025 |
|
Distribute copies of annual report to all tenants - digitally & some by post |
Director of Housing |
September/ October 2025 |
|
Distribute copies of Landlords report to all tenants — digitally contained within Annual Report |
Director of Housing |
September/ October 2025 |
|
Begin rent consultation process |
Senior Management Team |
October 2025 |
|
Include a tenant participation resource in the annual budget |
Director of Finance & IT |
November 2025 |
|
Advise of rent review outcome |
Director of Housing |
February 2026 |
|
Regularly report on the association's performance levels through the quarterly newsletter |
Senior Management Team |
Continuous |
|
Publish regular BI monthly updates |
Director of Housing | Quarterly |
|
Publish details of the associations major and cyclical repairs programme and report on progress |
Director of Asset & Development |
Summer Newsletter |
|
Consult individual tenants regarding relevant major repair contracts |
Director of Asset & Development | Continuous |
