We aim to provide you with a good quality service. We only want to use contractors who are able and have promised to carry out their work properly.

Our contractors (Connaught or their sub-contractors) will always make an appointment to carry out any repairs to the inside of your home unless it is an emergency.

Before a visit

The contractor will:

• make sure they have what they need to complete the job
• make sure they have the right parking permits. Please let us know if these are required

The visit

All Paradigm staff and contractors will show you their identification card. You should always check identity cards carefully before letting anyone into your home. Contractors carrying out repairs or inspections on behalf of Paradigm, should be able to show you details of the work they have been asked to do.  The work will be listed either as a works order on paper, or on a hand-held electronic device.

Ask to see their identification card and if you are in any doubt, don’t let them in! You can call our Customer Services Team on 0300 303 1010 and they will be able to confirm if they are genuine callers or not.

The contractor will:

• confirm the work they need to do with you and tell you how long it should take
• tell you if they have to disconnect your gas, water or electricity
• get any permission from you before they start work
• be polite and professional
• use dust sheets to keep everything clean and tidy
• always try to avoid damaging your home or belongings

When repair workers are in your home

It is best if you are at home when work is being carried out, so that our repair workers can discuss any problems with you. If you cannot be at home, you should arrange for someone over the age of 18 years old to be in your home on your behalf. Our repair workers will not be in your home with children under 18 years old, unless a responsible adult is present.

So that our repair workers can work safely, we ask you to keep pets and children under control. Our repair workers may refuse to work in your home if they feel their health or safety, or indeed your health or safety, is at risk.
 
Sometimes it is not possible to carry out a full repair for safety reasons, for example when the weather is very bad. If this should happen we will arrange another appointment with you, at your earliest convenience, to complete the repair work.