Being transparent about our performance.
In April 2023, the Housing Regulator introduced the Tenant Satisfaction Measures (TSMs) which require all Social Landlords, like Paradigm, to collect and present data once a year in a standardised format. The TSMs aim to make our performance more visible to residents, help them hold us to account, and show how we are doing compared to other social landlords.
We have also chosen to publish the quarterly results of our resident surveys, so you know how we’re doing throughout the year. You can see our quarterly results for April 2025 to December 2025 below.
Compared to the same period in 2024, satisfaction with almost all measures has improved for residents, both rental and shared owners. The only exceptions are ‘satisfaction with cleanliness and maintenance of communal areas’ for renters and ‘complaints handling satisfaction’ for shared owners. Shared Owner satisfaction reached a record high of 69.8% for October to December 2025. You can read more below.
Resident satisfaction on all measures was higher than at this point last year. Your feedback has helped us to pinpoint some issues and we’ve been working hard to improve those. Our focus has been on giving you clearer updates and doing repairs more quickly. We are currently working with residents to develop our repairs offer for 2027.
Resident satisfaction measures continue to improve. We are delighted that residents are seeing the benefits of the strong focus we’ve had on key aspects of our Customer Care Standards. We will be working hard to ensure this continues during our merger with Settle, and that there are many opportunities to get involved as we shape the new organisation – visit out Connect page for more information.
Satisfaction with complaints handling has improved compared with last year but will continue to be an area of focus. A new complaints scrutiny panel of residents is helping us with this.
Your satisfaction with how we handle anti-social behaviour has improved compared to last year. We’re delighted that our new policy and procedures; a new ASB app; and a new online reporting form and toolkit are having an impact.
There has been a small year-on-year decline in satisfaction with communal area cleanliness and maintenance an aspect that we will continue to improve. Following our focus on communal cleaning, in November 2025 we conducted a grounds maintenance survey focused on the service delivered by John O’Conner, with 938 resident responses. We are now working closely with our contractor to make the improvements identified.
Resident satisfaction measures continue to improve, and we are delighted that residents are seeing the benefits of the strong focus we’ve had this year on our Customer Care Standards. We’ve continued our series of Homeowner webinars with the latest one focused on Service Charges – you can view it here. We will be working hard to ensure this improvement continues during our merger with Settle.
Our complaints handling satisfaction has declined compared with last year and will continue to be an area of focus. A new complaints scrutiny panel of residents is helping us with this – find out more here.
Your feedback shows that despites improvements year-on-year we still have plenty of room for improvement for these three community satisfaction measures.
In 2024-25, we carried out a major review of our ASB service, including a new policy and procedures; a new ASB app; and a new online reporting form and toolkit. We will continue to raise awareness of our ASB offer and work with residents on any concerns they raise with us.
Following our focus on communal cleaning, in November 2025 we conducted a grounds maintenance survey focused on the service delivered by John O’Conner, with 938 resident responses. We are now working closely with our contractor to make the improvements identified.
