Our approach to damp and mould
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A message from our CEO Matthew Bailes - our approach to damp and mould
We were all shocked and saddened by the death of Awaab Ishak in Rochdale who died because of damp and mould in the flat his parents rented from a Housing Association.
Nobody should have to live in such awful conditions. Clearly there were multiple failures and the little boy, and his family were badly let down.
Paradigm has been focused on risks around poor property condition and disrepair for some time - but there is absolutely no room for complacency, and we are constantly developing our approach.
For example, we have created a new role to focus on disrepair issues, and to ensure that we are using all the information we have to identify where there is a higher risk of damp and mould occurring, as well as responding effectively when a case is raised with us.
Since the tragedy in Rochdale, we are also:
- Responding to the Regulator with detailed information about our approach and the processes we have in place
- Talking to all staff to make sure everyone is aware of our processes and what they need to do
- Updating our website and information to customers, giving more detailed information about our processes and stressing how they can contact us if they have issues
- Conducting a deep dive to test our processes and procedures to make sure they are robust
- Reviewing all current complaints to make sure we are doing everything we can.
We exist to provide people with secure, decent and affordable homes. We are here to help people.
If you or your colleagues come across anyone having issues with their Paradigm home, please let us know by calling 0300 303 1010.
Supporting customers with the increased cost-of-living
We know that many of our customers are struggling financially, and we have a package of support in place to help them.
Our Grant Funding programme has been refocused to make sure we are providing targeted support to help those who need it most and we continue to work with partners, such as the CAB, funding debt advisors to help customers claim all the benefits they are entitled to and support with financial and debt advice.
Our Customer Support Offer
We have a Customer Support Offer which sets out how we will work in a preventative and supportive way to try to help our customers to sustain their tenancies.
From the start of our tenancies, we will try to understand where customers may need support and help them to access advice and guidance or support. This may be through our own teams, or through signposting to specialist services and partner organisations.
We will use our data to work proactively and prevent issues through the provision of advice and signposting where we can.
Our offer is based on five clear steps:
- Prevention
- Self-serve support/digital inclusion
- Support at first point of contact
- In-house support (tenancy sustainment team)
- Specialist support (through partners).
If your colleagues come across a Paradigm customer who they think needs extra support or you have a scheme or project you would like to be included in the support hub on our website, please contact us on 0300 303 1010.
Rent cap
We are reviewing our budgets in the light of the 7% rent cap announced by the Government. We have a G1/V1 rating from our Regulator and are in a strong financial position, but the Board will be considering the implications of the cap when we take the decision on rent increases in 2023.
Along with other larger providers of shared ownership homes, we have committed to the 7% cap on rent for shared owners. We remain committed to achieving what we set out in our five-year Corporate Plan and Development Strategy.
Development into the New Year
It’s going to be a busy few months for our Development and Lettings teams as we expect to complete a further 300 homes before the end of the financial year.
Our commitment to sustainability is set out in our first ESG report and we are pleased to have delivered our first scheme at Milcombe in Oxfordshire where all 44 homes are powered by air source heat pumps - pictured left.
We'll be working with local authorities’ housing teams to ensure that the nominations process works as efficiently as possible as these new homes reach handover stage.
If you have any questions about our development programme or sustainability objectives, please call us on 0300 303 1010.
Christmas at Paradigm
Our colleagues are pleased to be supporting the Bedfordshire-based charity KidsOut this year through our festive giving campaign.
Teams are encouraged to ditch their usual Secret Santa and instead to take a tag from one of our trees and buy a present for a child in need.
The recipients are children who have escaped domestic violence, been forced to flee their homes quickly and leave all possessions behind, as well as children who are living in the highest areas of deprivation in the country or living with a disability, serious illness, or life-limiting conditions.
We are also collecting food and small gifts and hope to provide Christmas welfare parcels to more than 50 customers in need this Christmas.
2023 and beyond
2023 may well be just as challenging as recent years, but we will continue to make a positive difference in the lives of the individuals and communities we serve.
We would like to extend our best wishes to you and your families over the Christmas holidays and wish you all a Happy New Year for 2023. We look forward to the year ahead.
Matthew Bailes, Chief Executive Officer
