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Your rent letters
You will shortly be receiving, or should have received, a letter about the 7% increase in your rent for the coming year. Please watch the below video that explains why, and what to do if you are worried about this increase. Find out more about your rent increase here.
A reminder - we're here to help
We know that this increase in rent may be difficult. Please do talk to us if you need help. We can support you with payment plans, refer you to specialist advice and check you are claiming any benefits you may be entitled to.
Just call us on 0300 303 1010. We're here to help.
Listening and acting on your feedback
We get feedback from you in several ways including through regular surveys and our complaints and compliments process.
All your feedback is appreciated and we make sure we learn from what you’re telling us.
You said: You still had The Guinness Partnership or One Housing branding on homes we now manage.
We did: We’ve started a project to update signage for the homes transferred to us, including those on homes for older people.
You said: You had to wait too long to get a follow-up appointment when our repair technicians couldn’t do the job on the first visit.
We did: We set up a dedicated phone line for the technicians into our Customer Contact Centre so they can book a follow-up appointment while still in your home.
Time to Talk and Random Acts of Kindness Day
Time to Talk Day
This month, we contacted customers we hadn't heard from in a while to recognise Time to Talk Day. Time to Talk Day is the nation’s biggest mental health conversation. Happening every year, it’s a day for friends, families, communities and workplaces to come together to talk, listen and change lives.
We spoke to 214 customers and received some great feedback:
“Thank you for the call, I really appreciate you checking in on customers.”
“Thank you for checking all is well and for being so helpful.”
If we didn't call you but you have a repair you need to tell us about, issues with your neighbours, problems with damp and mould or are worried about the impact of the cost of living, please do call us - we're here to help.
Random Acts of Kindness Day
We have also been busy spreading kindness on Random Acts of Kindness Day. We delivered 600 packages which included a thank you note, information about our Support Hub, a message of support and some sweet treats to customers.
Someone's knocking at the door...
CCTV and smart doorbell guidance
If you want to install CCTV or a smart doorbell for your home, there are some things you need to know. Take a look at some FAQs below.
I want to put CCTV cameras up outside my home, what do I need to do?
If you wish to install CCTV, you will need to ask us for permission. Please give us a call on 0300 303 1010 and we can help.
Do I need to ask Paradigm's permission to install a smart doorbell?
You don't need to - but there are a few things you should consider. You must ensure you respect people’s privacy and comply with UK Data Protection Law. You can find out more about this here.
Let’s be #SaferTogether
Access to your home
It’s our responsibility to ensure that your homes meet safety standards and that we carry out work when needed to meet these standards.
If we need to get in to your home, we should give you at least 24 hours notice. However, if there is an urgent or emergency situation, we may need to give shorter notice.
There are several reasons why we may need to visit your home, including gas safety checks, electrical inspections and energy performance assessments. It's important that you let us in, as outlined in your tenancy agreement, to ensure that these checks and repairs are carried out promptly.
Refusing access for inspections, repairs, and safety checks could put your health or safety at risk and could also result in a breach of your tenancy agreement. If you cannot attend a scheduled appointment, please call us on 0300 303 1010, and we will arrange a more suitable time.
#DrivingImprovement - measuring the environment of your home
We’ve been trialling the HomeLINK app for some of our customers. Customers with the app will receive notifications and recommendations to improve their home’s indoor environmental conditions, improving their health and well-being.
"The major benefits of the HomeLINK system allow us to remotely monitor for potential mould and to provide solutions for our customers. These remote monitoring systems are a huge step forward in identifying potential problems before they become major issues," said Neville Tucker, Electrical Operations Manager.
We're hoping to roll out the app to more customers in homes where we are aware that damp and mould may be a problem.
We'll let you know the app will be available for you.
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