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About Paradigm

Customer Care Standards: our promise to you

We have updated our Customer Care Standards to make them clearer and easier to understand. They are the promises we make about how we deliver our services and the level of customer care that you can expect to receive.

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.

Online

Our website has all the latest news, information, and advice. You can also register for our customer portal 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 0300 303 1010 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.

Visiting you

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 to meet you somewhere that feels safe and fits with you.

Call or email to arrange an appointment. Our hours for repairs and home visits are between 8am and 5:30pm, Monday to Friday.

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.

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.

How are we doing?

We have a number of ways to measure how we’re performing against these standards including:

  • Your feedback: whether it’s after a technician visits your home or following a call with our Customer Service team, your responses to our surveys help us understand what we’re doing well and where we can improve.
  • Our internal targets: we also measure how we’re doing in areas like completing repairs during the first visit to ensure we’re providing the services you need. These are our operational performance measures.

The results below show either:

  • A combined score from survey questions we ask across different services, or
  • A specific operational performance measure.

The arrows indicate whether our performance is improving or declining based on the same period last year. 

No matter what

Understand you by
Listening to your individual needs and circumstances
23/24 : 71.9%
0 %
Make it easy for you
We are easy to deal with and our communication is clear
23/24 : 75.3%
0 %
Earn your trust by
We treat you with respect
23/24 : 73.1%
0 %
Earn your trust by
You trust us to act in your best interests
23/24 : 61.9%
0 %

Getting things done

Sort it first time
Contacts resolved during first point of contact

23/24 : 69.2%​
0 %
Sort it first time
Repairs are fixed first time

23/24 : 89.7%​
0 %
Quickly follow up
Respond within three days when we can’t resolve immediately
23/24 : 89.3%
0 %
Be clear about next steps
We are clear on the next steps we will take

23/24 : 59.7%
0 %
Be clear about next steps
% of times you needed to chase for an update
23/24 : 3.5%
0 %

Thinking ahead

Give you plenty of notice
We keep you informed about things that matter to you
23/24 : 77.2%
0 %
Use your feedback
We give you the opportunity to tell us what you think
23/24 : 67.9%
0 %

Getting in touch

Way that suits you
Respond promptly when you get in touch
23/24 : 87.9%
0 %
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Customer Care Standards (463.1KB pdf)

We have also developed our Customer Service Offering below to help ensure our customers’ considerations stay central to our business processes and decision making. This Offering outlines ‘What we’re going to deliver our our customers’. We’re including it here to further increase our transparency.

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