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This booklet contains information about living in your home. It includes details of your responsibilities as a tenant and what we, Paradigm, are responsible for as your landlord.
We are the housing association which manages your home. Although we work closely with local councils, we are not part of any council.
We are regularly checked and monitored by government agencies and social housing regulators, to make sure that we are doing our job properly. These agencies look at things like how well we perform. There are a number of performance measures that we must publish each year to show you how well we are meeting the targets set for us. We will send you details of these each year.
We also set our own targets which we agree with you.
We manage homes and services for Paradigm Homes Charitable Housing Association Limited and Paradigm Commercial plc.
If you need to contact us you should phone Customer Services on 0300 303 1010.
You can also make an appointment for a member of staff to visit you at home. You can arrange this with Customer Services. You can also make an appointment to visit our office in Chesham.
1 White Hill
Normal office hours are Monday to Friday from 9am to 5.30pm. This office has wheelchair access and a lift.
For emergencies that are out-of-office hours, you should phone our call handling agent on 0300 303 1010.
Details of what repairs are treated as an emergency are explained in the repairs booklet in this pack – see booklet 4 – 'Repairs and maintenance'. If our call handling agent is not able to deal with your questions, you will be asked to phone Customer Services during normal office hours.
Do you have access to a computer connected to the internet?
Many local libraries now have computers which you may be able to use if you want to get onto the internet but do not have access to a computer.
All staff and contractors are expected to meet our Customer Care Standards in order to ensure we deliver the best possible service to you. For more details or for a copy of our Customer Care Standards in full, please contact Customer Services.
|Service Area||Standard you can expect|
|Always happy to help||We want to make sure that we treat all our customers fairly and with respect. We will behave courteously, be professional at all times and treat information you give us as confidential.|
|When you call us||We aim to answer 80% of all calls within 20 seconds and return calls within one working day. We will always greet you with our name and standard greeting.|
|When you write to us||We will respond in full to all letters and emails within five working days in your preferred format. If we cannot meet this standard we will let you know within two working days.|
|When you visit us||We will make sure our reception areas are clean, tidy and accessible to all. If you don’t have an appointment we will see you within ten minutes or arrange another suitable time.|
|Meeting your needs||We offer services such as private interview rooms, translation and interpretation services, hearing loops and large print.|
|When we visit you||We will visit you at home if you need us to, arrive promptly and always show identification.|
|Keeping you up to date||News and events are published both on our website and in a quarterly magazine, ‘Paradigm People’, which is sent to all customers.|
|Listening to you||We will offer facilities for you to get involved and use your feedback to shape our services to you. We encourage any feedback, good and bad and if you make a complaint we will acknowledge it within two working days and aim to resolve it within ten working days.|
|Your commitment to us||We expect you to keep to the terms of your tenancy agreement and be polite to our staff and contractors. We also expect you to keep appointments and advise us of any changes to your household.|
Comments, compliments and complaints
At Paradigm we aim to provide an excellent service to our customers. However, we accept that sometimes we get things wrong and when we do, we want to put them right quickly and learn from our mistakes.
For more details, please see our advice leaflet, ' Complaints and compliments'.
If we have failed to deliver services according to our own standards and this has caused you problems, you may be eligible for compensation.
For more details, please see our advice leaflet ' Compensation'.
Equality and Diversity
We have an Equality and Diversity Strategy to make sure that all customers have equal access to our services. You can see a copy of the strategy on our website at www.paradigmhousing.co.uk or you can ask for one to be sent to you by phoning Customer Services on 0300 303 1010.
The following table includes information on some of the people and organisations working within Paradigm. It explains what they do in case you need to ask for help or information.
|What they do|
|Customer services advisors||They are the first people to contact if you have a question.|
|Housing Officers||They manage tenancies, estates, collect rent and deal with low levels of anti-social behaviour. They may also deal with the letting of empty homes.|
|Community involvement officers||They support resident groups and help get people involved with the work we do in the wider community, including working with local councils and other agencies to create and support communities.|
|Antisocial behaviour advisors||They deal with high levels of antisocial behaviour and support housing officers. They also encourage people to be good neighbours.|
|Regional managers||They are responsible for managing a team of staff who deliver housing management and maintenance services in a particular area.|
|Disabled facilities officer||They make sure that we provide the best service possible to disabled people and do everything we can for people with disabilities.|
|Paradigm Maintenance||This is the organisation which deals with all day-to-day repairs together with planned maintenance and improvements to homes.|
|Area Panels||The area panels are groups of residents made up of tenants, shared-owners and leaseholders who meet regularly to help us improve our service.|
|Maintenance user group||The maintenance user group is made up of tenants, shared-owners and leaseholders who comment on and influence decisions made about the repairs and maintenance service.|
|Residents' forum||This group is made up of tenants, shared-owners and leaseholders. It comments on and influences decisions which affect services to customers. Members are elected from the area panels and maintenance user groups and are responsible for electing resident board members.|
|Paradigm board||The board includes residents and governs the business as well as the operational and commercial boards.|