Your latest newsletter from Paradigm Housing

Welcome to your latest newsletter from Paradigm Housing
You’ll find included:

Information about our prize draw and more ways we're listening and acting on your feedback
A reminder that, if you pay a service charge, we're changing the date it's set
What to expect when you contact us.
Information about one of our support partners who can help make sure you're warm and well in your home
A thank you to those of you who took part in the communal cleaning survey.

We're here to help, so if there’s anything we can do to support you, don’t hesitate to get in touch on 0300 303 1010.
Hannah Manyewu
Executive Director - Customer

Listening to you

A chance to enter a prize draw!
We value your feedback and want to understand which services matter most to you. Next week, you will receive a survey from our research partner, IFF Research. The insights gathered will play a key role in shaping our priorities for our Corporate Plan from 2026 onwards.

Here’s what you need to know:

Completing the survey takes no more than 15 minutes.
At the end of the survey, you can enter a prize draw to win one of 40 x £25 or 10 x £100 vouchers.

Thank you for taking the time to share your views - look out for an email next week!

Your feedback matters to us and we listen to what you have to say to improve our services and enhance your experience.

We have just released the results of our latest customer perception survey, which is part of our wider Tenant Satisfaction Measures (TSMs). These results come from a selection of customers and give us valuable insight into your experiences with us.

Take a look and see what you think of our service so far.

Reminder - we're changing the date we set your service charge

In February, you will receive a letter detailing both your new weekly rent and new weekly service charge (if you pay it) for the year starting in April.

This change has been made following customer feedback, that having your rent reviewed in April and your service charge in July was confusing.

No action is required from you, and we will be writing to you with more information in the next few weeks.

Look out for the letter, and if you have any questions, you can contact our Customer Services team on 0300 303 1010 or email ContactUs@ParadigmHousing.co.uk.

What to expect when you contact us

We want to address your concerns promptly and efficiently. Whether it’s a service request, complaint or report of anti-social behaviour (ASB), we're here to support you.

Service requests: This is when you ask for our help with something for the first time. We aim to address housing management concerns within 3–10 working days. Emergency repairs are attended to within 24 hours, while we aim to make standard repairs within 20 working days and more complex repairs within 60 days.

ASB reports: For noise, harassment and issues with neighbours, we respond based on case complexity, with a specialised team for serious matters.

Complaints: If you're unhappy with any service you’ve received from us, we will investigate and respond using our two-stage complaints process. Stage 1 is handled within 10 working days, while Stage 2 escalations are resolved within 20 working days.

Visit our website for full details on customer enquiries and response times. To raise a service request, ASB report or complaint with us, please call us on 0300 303 1010 or email ContactUs@ParadigmHousing.co.uk.

Customer Contact Centre closed on 31 January

Our Customer Contact Centre will be closed on Friday 31 January due to staff training. In an emergency (when there is an immediate health and safety risk to you or your home, or the structure of your home has been damaged), please call our usual number on 0300 303 1010. You will be redirected to our out-of-hours service, who will be able to arrange the help you need. We’ll be back open on Monday 3 February at 8:00am.

Making sure you are warm and well in your home

We’re partnering with Better Housing, Better Health who can provide you expert advice to help improve the energy efficiency of your home and save money on your bills.

Better Housing, Better Health can support you with:

switching energy suppliers
maximising income
signing up to the Priority Services Register
accessing funding to help support you.

You can refer yourself here, or by calling 0800 107 0044. You can also call us on 0300 303 1010 and we can refer you.

Thank you!

Thank you for keeping your communal areas clear. If an item is left in communal areas, like hallways or cupboards, we will attach a note asking for it to be removed by a certain date. If it's not removed we will dispose of it. The cost of the disposal will be recharged back to the customer if we know who it is, or charged to the whole block through the service charges.

Thank you to those who took part in our cleaning survey, we’ll be communicating the results and next steps to you very shortly, so keep your eyes peeled!

Jobs at Paradigm

If you'd like to make a difference to the lives of our customers while developing your career in a professional and supportive setting, we’d love to hear from you! Take a look at our latest vacancies:
Plasterer (Multi-Skilled)
Electrical Compliance Technician
Fire Risk Carpenter
Void Cleaning Technician (6m FTC)
Rent Recovery Officer
Gas & Heating Breakdown Engineer
Customer & Neighbourhood Officer Recruitment Day