Tenant Communication Profile

Introducing the Tenant Communication Profile, Co-Designed with Tenants

Paragon Housing Association is proud to announce the pilot of three different versions of a newly created Tenant Communication Profile (TCP) — a simple but powerful new tool designed with tenants, for tenants, to make communication more accessible, inclusive, and personalised across our services.

Each version of the TCP offers a slightly different format or focus, allowing us to explore what works best for tenants in different circumstances. Over the coming months, these versions will be tested with a range of tenants to gather feedback and identify the most effective approach before rolling out a final version more widely.

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Developed Through Genuine Co-Design

What makes the TCP especially meaningful is the collaborative process behind it. From the start, tenants were at the heart of this project — shaping the design, language, content, and purpose of each version of the profile.

“Our tenants told us clearly: communication needs to work for them — not just for us,” said Evelyn Mathershaw, Housing Manager at Paragon. “That’s why we didn’t just consult; we co-designed. Every version of the Tenant Communication Profile reflects real tenant input, lived experience, and what matters most to the people we serve.”

Why the TCP Matters

The TCP helps improve understanding between tenants and staff, reduces miscommunication, and builds stronger relationships. It also supports our commitment to accessibility, aligning with the Equality Act 2010 and Scottish Government standards on inclusive service delivery.

For staff, the TCP acts as a quick-reference guide, helping teams adapt their communication style to meet individual needs — creating more respectful, effective interactions.

Part of a Bigger Commitment

The TCP pilot will officially launch at the Clackmannanshire Community Carnival on 25th July.

Following the pilot, one version will be chosen for wider rollout as part of the onboarding process for new tenants and offered to all existing tenants in a format and language that works for them.

“This isn’t just a box-ticking exercise,” said tenant Susan Gilbert, who was part of the working group. “The profile means tenants can be heard and respected as individuals. It’s a big step in the right direction.” Paragon remains committed to working with tenants as true partners in shaping services that work for everyone.

Read a blog from a tenant and member of our tenant scrutiny panel about the TCP.

TSP member blog on TCP

For more information use the contact form, email us enquiries@paragonha.org.uk or phone us on 01324 664966