Hannah Manyewu
Executive Director - Customer

Looking to sell your home?

Here are some tips that could be useful in preparation for your sale 

• Book a valuation with your local estate agent 

• Ensure that you have a valid EPC (Energy Performance Certificate). These are valid for 10 years, you can check online if you have an up-to-date certificate here.  

• If your lease agreement is 80 years or under, you may find it difficult to sell your home and may wish to look at extending your lease. For further information, you can email HomeOwnershipTeam@ParadigmHousing.co.uk  

• Ensure that as per your lease agreement you have obtained written permission from us for any alterations carried out in your home.  

• Instruct your solicitor to us, they will need to email the Homeownership team to request a leasehold pack as part of the sale. There is a fee for this pack of £220.00 Inc VAT. We aim to send the leasehold pack within 10 working days of payment being received. 

What is a leasehold pack? 

A leasehold information pack contains all the relevant documents and information related to a property that is being purchased on a leasehold basis.  

What is included in a leasehold pack? 

This includes details regarding the length of the lease, any restrictions or covenants attached to it, service charges and other cost implications, building insurance requirements, and any rights held by the landlord over the property. It may also contain information about ground rents and management companies involved with managing communal areas.  

Who is responsible for the cost of a leasehold pack? 

The seller will be responsible for the cost of a leasehold pack, this can either be paid directly to us or will be part of the fees you have agreed with your solicitor. We would advise discussing this with your solicitor before payment is made.  

How long is the leasehold pack valid for? 

The leasehold pack is valid for 6 months.   

If you have any further questions regarding the sale of your leasehold property you can contact your Homeownership team by calling 0300 303 1010 or emailing them at HomeOwnershipTeam@ParadigmHousing.co.uk 

Join our homeownership webinar – learn about lease extensions and staircasing

This informative session will be split into two key topics:

🔹 Lease extensions – Understand the process available to both shared owners and leaseholders who may be considering extending their lease. We’ll guide you through your options and provide the essential information needed to make an informed decision.

🔹 Staircasing – If you're a shared owner looking to buy additional shares in your home, we’ll walk you through the process and answer any questions you may have.

How to register

If you're interested in attending, simply complete this form, and a member of our Customer Involvement team will get in touch with further details. You can also use the form to submit any questions in advance, ensuring we cover the topics most important to you.

Don’t miss this opportunity to gain expert advice and take the next step in your homeownership journey!

📅 Date: Thursday 27 February 2025
⏰ Time: 6:00 – 6:45 pm

We look forward to seeing you there!

Listening to you

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

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.

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. 

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