Happy August from Paradigm News!

How your feedback is improving our services

It’s now easier to contact us online – at a time that suits you!

We’ve made some changes to the myparadigm portal to make it easier for you to contact us and report issues online.

The refreshed portal is completely up to date with information about you and your home and it’s easier to use on a phone or tablet.

With a myparadigm account you can now:

View your rent account and make an online secure payment
Report a repair using our updated system, which allows you to select the type of repair you need. You will find helpful questions for you to consider and comment on, so that we can diagnose the issue faster.
Request permission to have a pet and raise a complaint/compliment. You can also ask us questions about mutual exchange, your estate/neighbourhood, your tenancy agreement and your rent account.
There are useful links throughout taking you to related information on our website.

Click here to watch a short video showing you how to register. It will only take a few minutes to set up a secure account. Create an account or log in here. Please note that the email address and date of birth you use to set up an account must match those we hold on our system for you. If you have any issues, just call us on 0300 303 1010 and we will help you get started.

Keeping you informed about your mutual exchange

We know that communication is important to you and so we’ve improved the updates you get when going through a mutual exchange.

We’ve been working with Homeswapper to launch the new swap tracker which will give you live updates on your exchange and allow you to see the real-time status of your move.

“This is a big improvement, allowing customers to find out what’s happening at a time that suits them” says Rachel Newton, Lettings and Allocations Team Leader. “Customers will be updated throughout the process with this easy-to-use platform.”

It will also allow our teams to work more efficiently as the whole process is tracked with automatic alerts.

To see more information about swapping your home, visit Homeswapper.

Support with the cost-of-living crisis

The cost-of-living crisis is impacting us all. If you’re struggling to afford your rent, you may be entitled to Universal Credit (UC) to help cover your payments and get additional support with living costs. An application can be made online using the following link: Universal Credit: How to claim (www.gov.uk).

If you need help making a UC application, we have prepared a step-by-step guide: Universal Credit support (uc-helper.co.uk)

If you don’t have access to a computer or need help to apply online, the Universal Credit helpline number is 0800 328 5644. You can also contact your local Jobcentre or Citizens Advice - or you can speak to our income management team on 0300 303 1010.

You will find more tips about Universal Credit and managing your money in our Support hub.

Disrepair claims management companies

We are aware that some customers are being contacted by disrepair claims management companies about making a claim against us for disrepair. Sometimes the company claims to be working on behalf of Paradigm and may even send surveyors to your home.

We advise you not to engage the services of such companies as they could put you at serious financial risk. Paradigm never works with such companies. Our teams work directly for - not “on behalf of” - Paradigm and we do not contact customers via WhatsApp. All our employees carry Paradigm identification badges which you should always ask to see. If you are in any doubt, please do not give out personal details or allow access to your home. Call Customer Services on 0300 303 1010 to verify the person’s identity.

What is domestic abuse?

Domestic abuse is a largely hidden crime and often goes unreported. Abuse can be a single incident or a pattern of behaviour over a period of time. Domestic abuse doesn’t always involve violence or physical abuse and often starts with other abuse, such as:

coercive, manipulative, intimidating or threatening behaviour
controlling your money
restricting your contact with friends
criticising or putting you down
making you scared to say no

As your landlord, we want to help and support you. We will take any action possible against an abuser, including working with the police, local councils, charities and voluntary organisations. Our staff are trained to look out for signs of domestic abuse and support customers who are experiencing it.

Will what I tell you be confidential?

If we need to meet you, we will arrange to do so somewhere you feel comfortable. If we’re worried about your immediate safety or welfare, or that of any children or vulnerable adults living with you, we'll ask your permission to alert social services or the police. In some cases where the risk is high, we are obligated to share our concerns without your permission.

Important: if you feel in immediate danger, phone the police on 999

If you want to talk to us about domestic abuse, please call us on 0300 303 1010 and one of our trained staff will get back to you.

There are more useful links in the Support hub on our website.

How did your repair go?

As well as keeping you informed about when to expect your repairs or servicing engineer, our new mobile phone service, Paradigm On Track, will ask you to give your feedback after the appointment. It provides very useful information for us and allows us to investigate the few instances where there have been issues and improve our service to all customers. So when you’re asked, please take a moment to tell us how everything went!

Please take care during the dry weather

Be Water Wise

During the prolonged dry weather we need to do all we can to limit our water use.

Some places in the country already have a hosepipe ban which means you cannot use a hosepipe to:

Water a garden or plants
Fill a paddling or swimming pool
Clean a car
Fill a pond
Clean walls or windows

If you don’t have a water meter it may save you money to switch to one and you may be able to get a free water device from your water company or from GetWaterFit.co.uk.

For more water-saving tips visit Waterwise.org.uk or Ofwat.gov.uk

Fire safety

We hope you have been able to enjoy the good weather over the summer – but please take extra care when it comes to fires as the ground is still dry.

Here are a few tips to make sure everyone stays safe:

Never throw a lit cigarette on the floor or out of a car window as it could easily set light to dry grass
Use barbecues on hard, flat surfaces away from grass, shrubs and fences
Don’t leave glass bottles on the ground – the sun can reflect through them and set light to the grass
Don’t store highly flammable liquids like gasoline, lighter fluid or kerosene close to your barbecue, as stray flames can easily ignite them and start a fire
Keep fire doors closed to prevent any fire from spreading inside
Do not have bonfires as they can spread very quickly when the ground is dry.

Tell us if you are deaf or hard of hearing

Are you hard of hearing? Worried you may not hear if your smoke alarm goes off?

If you can’t hear your smoke alarm when tested in any room of your home, you may be able to get extra alerts fitted.

Give us a call on 0300 303 1010 and our Disabled Facilities Officer will visit to see if you would benefit from an alarm kit for the hard of hearing, which includes a flashing strobe light and a vibrating pillow kit.

Thank you for giving your feedback

Congratulations to two winners this month!

Mrs Stevens from Chesham won a £50 voucher after filling in a customer service survey for us.

And Sally from Watford is this month’s Virtual Voices winner of a £20 shopping voucher.

Virtual Voices is our online engagement platform, where customers give us feedback to help us improve services for all customers. This could be through answering a quick survey or joining an online webinar and taking part in a discussion.

As a thank you, we run a prize draw every month. Sally said, “I feel taking part in surveys helps provide information for future decision making or to review how effective past decisions have been, especially relating to issues which affect or matter to me and other Paradigm customers.”

If you’d like to get involved, register your interest by emailing us at Customer.Involvement@paradigmhousing.co.uk

Check out our Support hub

For more information on any of the topics below, please visit our Support hub.

Foodbanks
Help into work
Managing your home
Managing your money
Your energy
Your family
Your wellbeing

Want to work for us?

We're hiring

If you are interested in working for Paradigm, check out the job vacancies on our website. It could be the start of a whole new career!

We are currently looking for skilled technicians, housing, H&S, finance staff and more!

Coming next month...

Look out for your September newsletter, which will be full of tips and advice about accessing support to help with the cost-of-living crisis.