• Your tenancy or lease and your rights remain exactly the same 

• The way you pay rent and contact us hasn’t changed 

• The same teams will continue to provide the services you rely on.
  
  You can check out the FAQs on our website and we will keep you updated in these newsletters - but for now, sit back, tuck into a spooky treat, enter our spot the ghost competition and enjoy the rest of this newsletter! 

In this newsletter, we:

• Share our new reporting system for damp and mould
• Recap Customer Service Week 

• Remind you to update your details so we can provide the right support – every 100th resident to complete the form wins a £100 gift card

• Share important tips so we can all stay #SaferTogether this Halloween

• Help you spot scams related to the Winter Fuel Payment

Halloween competition

Awaab's Law: making homes safer

Awaab’s Law sets clear new deadlines for social landlords to investigate and fix serious issues in homes. It’s named after Awaab Ishak, a two-year-old who died in 2020 due to mould in his family’s flat.

What it means
Landlords must:

• Investigate serious hazards within 10 working days
• Start urgent repairs within five working days (or 24 hours for emergencies)
• Complete larger repairs within 12 weeks
• Keep residents updated throughout.

New damp and mould hub
Awaab’s story highlights how serious damp and mould can be. We’ve launched a Damp and Mould Hub on our website with practical advice to help prevent problems, plus an easy online form to report concerns straight away.

How to report a problem
If you notice damp, mould, leaks, faulty electrics or anything that could affect your health or safety, please tell us straight away:

• Call 0300 303 1010
• Email Repairs@ParadigmHousing.co.uk
• Use LiveChat on our website
• Report damp and mould using the online form here.

Customer Service Week

This month we celebrated Customer Service Week by reflecting on how we can continue improving our services for you.

Our new phone message
We’ve introduced a new message on our phone lines, which highlights our commitment to treating every resident with kindness, care and respect – and asks the same in return when speaking with our colleagues.

How we’re performing
Since April, our Customer Service team has:

• Received 59,266 calls
• Handled 30,072 emails
• Received 878 webchats.

And so much more! Click here to read the full story.

Getting to know you better
Everyone’s situation is different, and we want to make sure our services fit your needs.

Over the last few months, you should have received either an email from Feedback@ParadigmHousing.co.uk or a text from ‘Paradigm HG’ with a link to a short form, helping us get to know you and your household better.

If you haven’t filled it out yet, please take a few minutes to complete it – you could win a £100 shopping gift card for it! Click here to find out more and read the FAQs.

If you haven't yet completed the survey, you might receive a call from us - we'll be ringing people in the evenings with an extra reminder.

If you need help completing the survey, or have deleted the link and need a new one, please get in touch on 0300 303 1010 or email us on ContactUs@ParadigmHousing.co.uk and we'll be happy to help you.

Test your heating

Support with your heating bills this winter

Winter Fuel Payments 2025/26
From winter 2025/26, most pensioners in England and Wales will receive a Winter Fuel Payment automatically to help with heating costs.

If your annual taxable income is above £35,000 and you don’t receive Pension Credit or another means-tested benefit, you’ll still get the payment, but it will be recovered automatically through income tax by HMRC. You don’t need to claim - payments are made automatically.

Beware of scams:

• The DWP will never text or email asking for your bank details
• If you get a suspicious message, forward it to 7726 (free) to check if it’s genuine
• Block and delete any scam texts without clicking links.

Find out more at GOV.UK – Winter Fuel Payment: Eligibility.

Staying #SaferTogether this Halloween

Thames Valley Police and Buckinghamshire Council have produced a handy 'no trick-or-treat' poster - download it here. 

Zero tolerance for hate crime

Hate crime is never acceptable. Unlike general anti-social behaviour (ASB), it is treated as a criminal offence when motivated by prejudice or hostility towards someone’s race, religion, disability, sexual orientation, gender and other protected characteristics.

We take all reports seriously and will work with the police to investigate and take strong action where needed.

Find out more about what could be considered a hate crime and how to report it here.

Come and work for us

Careers with SettleParadigm
We are a growing, values-driven organisation with a clear social purpose. If you’d like to make a real difference to people’s lives while developing your career in a supportive and inclusive environment, we’d love to hear from you! Check out our latest vacancies here.