Tenant Satisfaction Measures
Being transparent about our performance
As part of our ongoing commitment to be transparent in all our communications with customers, we want to let you know how we are performing across the services we deliver to you.
In April 2023, the Housing Regulator introduced the Tenant Satisfaction Measures which requires all Social Landlords, like Paradigm, to collect data in a standardised format.
The Tenant Satisfaction Measures aim to make landlords’ performance more visible to customers, help customers hold their landlord to account and show how we are doing in comparison to other social landlords. For further information on the Tenant Satisfaction Measures Click here.
We are working with https://www.iffresearch.com/ to conduct surveys with you on our behalf. A member of the IFF Research team may contact you by phone and will ask a series of set questions. We will be reporting the first set of results to the regulator in the summer of 2024.
Rented tenants
Homeowners
Your home:
As a rental tenant, you have told us you are highly satisfied with our overall repairs service to your home. We compare our results to other housing associations, and we are pleased this puts us in the top quarter.
More generally however, as a rental tenant or homeowner, you have also told us you are less satisfied with how we manage communal areas. Much of your feedback is about how we communicate. When you report a repair to your homes, we keep you updated about progress, but we haven’t been doing this with communal repairs. We have changed the way we work so that when you report a communal repair, we offer to keep you updated by text. For repairs that need a technician on site for 24 hours or more, all customers in the block will get text messages giving advanced warning about the work.
Your community:
We have increased the number of inspections we do on our estates and blocks. These are helping us to monitor the standard of cleaning, repairs and safety, as well as noting things we can report to other agencies like the council, including potholes or issues with street lighting. These additional visits are helping to improve the overall look and feel of our neighbourhoods.
Your voice:
We listened to your feedback and have made it easier for you to contact us by phone. Rather than wait in a queue you can now request a call back. This means you no longer have to have any waiting on the phone; we will call you back as soon as possible.
We have also introduced an after-call survey to get immediate feedback on how you felt about the service you received on the call. If you weren’t satisfied with the service we will contact you to find out how we can improve, creating more opportunities for us to listen to your views and act on your feedback.