Customer Care Standards: Our promise to you
We’ve worked with our Customer Care Standards for years, but we’re working to promote them more to customers who may not have come across them. These Standards are the promises we make to our customers about the level of customer care that you can expect to receive from us at Paradigm.
We have now updated the language of these standards to make them clearer and more transparent. These Standards are a promise of ‘what we’re going to do’ for customers.
No matter what
Whatever you need, you can always expect us to:
Understand you by:
– Listening to you as an individual
– Being aware of your experience with us so far
– Knowing what you need and expect from us
Make it easy for you by:
– Designing our services to be simple and straightforward to use
– Keeping all communications relevant, clear, and easy to understand
– Giving you choice about how you access and receive our services based on your preferences
Earn your trust by:
– Always making helping you our priority, taking ownership of your issues, and working with you to resolve them
– Treating you with respect, care, and kindness
– Keeping you informed and updated so you are crystal clear on what’s happening when
Getting in touch
Online:
You can go to our website for the latest news, information, and advice. You can also access MyParadigm where you can see personalised information relevant to you and your home , make payments, and arrange repairs.
Email:
When you email us you’ll get a personal reply within three working days
ContactUs@ParadigmHousing.co.uk
You can also follow and contact us on social media.
Call:
When you call our main number between 8am and 5:30pm, you’ll be talking to a member of our team in less than two minutes
We operate an emergency service outside of these times
0300 303 1010
Visiting you:
Call or email to arrange an appointment.
If you’d like us to do something face to face, let us know and we’ll do our best to make it happen. We’ll always try and meet you somewhere that feels safe and fits with you.
Our hours for repairs and home visits are between 8am and 5:30pm, Monday to Friday.
Getting things done
However you contact us, we will aim to:
Sort it first time:
Whether you’re giving us a call, emailing us, or we’re visiting you at home – we’ll aim to get most things sorted there and then.
Quickly follow up:
If we can’t sort it then and there, and need to get back to you, we will do so within three working days of your initial contact.
Be clear about next steps:
Some queries will take a little longer to deal with. When this is the case, we’ll work hard to resolve the situation as quickly as possible and keep you informed of progress.
– We’ll tell you which team and colleague will be helping you with your query, and clearly explain the next steps, including when and how we will get back to you
– Someone will get back to you with an update as soon as they can, but in no more than 10 working days from your initial contact
– We’ll always aim to resolve things within this time. If we can’t do this, we’ll let you know why and keep you updated
– Whatever we do, we’ll agree it with you and confirm you’re clear on the plan
Thinking ahead
Whenever things are changing, you can always expect us to:
Give you plenty of notice:
– About any changes to our services that will impact you or your home
– About any financial changes to enable you to plan ahead
– About any planned works we are doing that may impact your local area
Keep you updated:
– Through a range of channels including in-person, on noticeboards, on our website, on our social media channels and through our newsletters
Use your feedback:
– Seeking your opinions at an early stage to guide our decision making
– Getting your views on proposals to make sure that they work for you
We have also developed our Customer Service Offering below to help ensure customer’s considerations stay central to our business processes and decision making. This Offering outlines ‘how we’re going to deliver our Standards’. We’re including them here to further increase our transparency with customers:
