Have your say and other news from us
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Welcome to your latest newsletter
This spring, we shared plans to form a partnership with another housing association, Settle Group. As part of a six-week consultation, we invited residents to share their views on the proposal and what they believe the priorities should be if the new organisation goes ahead.
Thank you to everyone who took the time to respond - your feedback is invaluable. You can hear more in the video below and read more in the next section of this newsletter. Don’t forget to visit our website to see the full consultation results. Here you will be able to see how residents feel overall about the merger and what they told us they would like us to focus on in the future.
Hannah Manyewu
Executive Director, Customer
Feedback themes
Residents were asked, “After reading the information provided, how do you feel about the proposed partnership with Settle?”. Half of the residents who responded felt neutral towards the proposal. Almost a third of customers felt positively and 18% said that they felt negative.
What happens next?
The results of this consultation will be shared with the Settle and Paradigm Boards for them to consider before any final decision is made later in the summer. The outcome and any potential next steps will be announced over the coming months.
We're listening and learning
What you think of Paradigm and our services is important to us. It’s how we measure ourselves, and how the government measures us, too. It’s also how we know what services we need to continue improving to provide a better experience for our residents.
The Regulator of Social Housing introduced Tenant Satisfaction Measures (TSMs) in April 2023. You can read about the TSMs and our methodology here.
We're pleased that overall satisfaction with Paradigm has increased compared to last year. 82% of residents who rent from us are satisfied with the service they receive.
You can see our annual TSMs results for April 2024 to March 2025 here.
Our Customer Care Standards - how are we performing?
Our Customer Care Standards set out the promises we make to you about the level of service you can expect from us. These include commitments to understand your needs, make it easy to get in touch, follow through on what we say we’ll do, and plan ahead. We’ve now measured how we’re doing against these promises - take a look at our first year’s results here.
Your feedback is helping us improve
We’ve published our latest Complaints and Service Improvement Report, covering April 2024 to March 2025.
Complaints increased this year, which we welcome and view as a positive development. It means that more issues are being recorded and resolved, helping us learn and improve. Thanks to residents raising complaints, we’ve made important changes - including clearer communication, new tools for reporting ASB, and better repair support.
Read the full report on our website to see what we heard and what we’ve done in response.
Test your fire alarm - and let us know if you can't hear it
Did you know that 1 in 5 people in Britain are affected by hearing loss?
If you’re affected by hearing loss, wear hearing aids that you remove at night, or live with someone who is hard of hearing, it’s important to test your fire alarm regularly.
If you can’t hear the alarm from your bed, you might not be alerted in time during a fire. In this case, you may need an alternative alarm, such as one with a flashing light or a vibrating pad that goes under your pillow and wakes you if smoke or fire is detected.
Please test your alarm and let us know if you or someone in your household could benefit from extra safety equipment. We’re here to help.
Check out the new ASB frequently asked questions on our website
ASB Awareness Week has just passed, and this year’s theme was #MakingCommunitiesSafer.
As part of our commitment to supporting safer neighbourhoods, we’ve published a new set of Frequently Asked Questions on our website. These are designed to help you better understand how to report anti-social behaviour and what happens after you do.
We know that taking the step to report ASB can feel difficult or uncertain. These FAQs aim to provide reassurance by explaining the process clearly, so you know what to expect and how we can support you.
Dust off your camera and start snapping!
It’s time for our annual gardening competition, which means you could be in with a chance to win a £30 voucher!
Whether you have a gorgeous back garden, a beautiful balcony or a wonderful window planter, we want to see how your gardens (or planters, or hedges, or veg patch!) are blooming.
Enter now:
To enter the competition, simply send a photo of your garden or balcony to Communications@ParadigmHousing.co.uk by Friday 29 August. Please include your name, address, and the category you are entering.
Competition categories:
1. Best front garden: we’re looking for the most inviting and well-kept front gardens that brighten up the neighbourhood.
2. Best back garden: whether it’s a lush vegetable patch, a vibrant flower garden, or a serene retreat, why not share some pictures with us?
3. Best balcony*: even small spaces can be transformed into a gardener’s dream. We’re excited to see how you’ve turned your balconies into green sanctuaries. (* If you don’t have a balcony, but do have a window planter, or something similar, this is the category for you!)
Looking after your Mind
Struggling with your mental health? Mind are here to help.
When you're living with a mental health problem, or supporting someone who is, it's important to have access to the right information and advice.
Mind's helplines provide a voice at the end of the phone when it feels like there's nowhere else to turn. Each line meets a different mental health or wellbeing need – from information and service finding to understanding mental health law.
Making your reporting experience easier
As part of our ongoing work to improve the way we provide support to you, we have added a video chat option to help with reporting repairs.
When you call our customer service team about a repair issue, they may now offer a video call during your conversation. This allows us to see the problem straight away, removing the need for you to take a picture and email it to us later. It can help us better understand the issue, and speed up the process of booking a repair.
You can report any repair issues by calling 0300 303 1010, or emailing ContactUs@ParadigmHousing.co.uk.
Come and work for us
We're hiring a mix of permanent and fixed-term roles in our Property Services team, from plumbers to electricians to carpenters.
Based in High Wycombe and Chesham, with the opportunity to travel across our property portfolio, your dream job could be just a click away!
We'll equip you with everything you need to succeed, including a fully stocked van with a fuel card, all necessary tools, and a tablet to manage your schedule and documents.
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