Report a repair

As a Paradigm tenant you can expect repair work to be done quickly and efficiently. You can report a repair in a number of ways:

1. By calling our Customer Services team on 0300 303 1010
When ordering a repair you will be asked some questions by Customer Services staff which will enable us to identify the particular problem and help us to help you to get your repair carried out first time.

2. By email
Report your repair by emailing us at enquiries@paradigmhousing.co.uk

3. Visit a local office
Visit our reception area at one of our local offices in Chesham or Ruislip

• If it is an emergency, it will be done within 24 hours
• If it is urgent, it will be done within 5 days
• If it is non-urgent (routine), it will be done within 20 days

An appointment will normally be scheduled at the first point of contact and agreed at a time convenient to you.

In certain circumstances we will prioritise repairs for vulnerable tenants outside our published timescales. For example, between October and April, if there is no heating and there are children under the age of five, elderly people, disabled people or people whose illness is made worse by lack of heating, we will visit within 24 hours but we may not be able to repair the system on the first visit.

We will always, however, consider vulnerable tenants' issues on all repair types and act accordingly

Emergencies

For emergency repairs please call Customer Services on 0300 303 1010. Calls received out-of-hours will be answered by Invicta, our call-handling agent.