Making a complaint or compliment
We welcome your feedback, both good and not so good! We have a specialist Customer Resolutions Team who make sure your comments are dealt with efficiently and that we learn from your experience.
You can share your feedback by calling us on 0300 303 1010 or emailing us on ContactUs@ParadigmHousing.co.uk
You can also give your feedback to any member of staff you speak to.
What is a complaint?
We define a complaint as:
"an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual customer or group of customers."
An example of a complaint could be an unreasonable delay or where we have failed to follow a policy or procedure.
We know that many customers may not wish to follow a formal process and just want an issue resolved. Where there is the opportunity to put things right quickly and easily, this will be treated as an informal complaint. Any decision to try to resolve your issue quickly and informally will be taken in agreement with you. If you want your concern to be treated as a formal complaint, we will do this. This includes concerns that were previously dealt with informally.
Please refer to our Complaints Policy below for further information.
How to make a complaint
If something goes wrong or you are not satisfied with our service, please tell us so we can work with you to put things right.
As well as making a complaint by telephone, email or face to face, you can also complete and return the form included in the complaint leaflet or click here to fill in our online complaint form.
We are committed to ensuring that disabled and vulnerable customers are not disadvantaged in accessing our complaints process. You should contact us in the first instance to discuss any individual needs you may have.
Use of advocate
You may choose to have a representative or advocate act on your behalf; we will need your permission for this, so please contact us in the first instance.
Our complaints process
We have a two stage formal complaints process which is overseen by our Customer Resolutions Team. They will initially make contact with you to acknowledge your complaint and find out any extra information we need.
Step 1 – Your complaint will be logged and acknowledged within five working days of it being received.
Step 2 – Your complaint will be allocated to a member of the Customer Resolutions team to investigate. This will be done in collaboration with a team leader or manager from the area of your complaint.
Step 3 – The Customer Resolutions team member will aim to formally respond to your complaint in writing within 10 working days.
If you remain dissatisfied with the outcome of your Stage 1 complaint, please contact CustomerResolutions@ParadigmHousing.co.uk and we will escalate your complaint to Stage 2.
Step 1 – Your escalated complaint will be acknowledged within five working days of it being received.
Step 2 – Your complaint will be allocated to the Customer Resolutions Manager to review the handling of the Stage 1 complaint and investigate the issues you have raised.
Step 3 – The head of the Customer Services team will oversee the process and aim to formally respond to your complaint in writing within 20 working days.
If you have exhausted our internal two-stage complaints process and remain dissatisfied with the outcome and response, you can contact the Housing Ombudsman.
The Housing Ombudsman Service has been set up by law to look at complaints about housing organisations. Their service is independent and impartial.
They will only consider formal investigations once our internal complaints process has been exhausted.
The contact details for the Housing Ombudsman Service are below:
How to log a compliment
If you wish to log a compliment or say thank you to a member of staff, please let us know by calling or emailing us, or by filling in the form here. Let us know what they did to make your experience that extra bit special.
Once we have received your feedback, our Customer Resolutions Team will share this with the member of staff or team and their manager.
We will also use positive feedback to promote good service across Paradigm.
How to contact us
If you would like more information about our complaint process, wish to make a new complaint or if you have an open complaint and are unhappy with how it is being handled, please contact our Customer Resolutions Team.
Phone: 0300 303 1010
You can also use the feedback form below to log a complaint or compliment.Your feedback form
Housing Ombudsman Self-Assessment
The Housing Ombudsman introduced a Complaint Handling Code (the code) in July 2020 which has been updated to strengthen the provisions of a positive complaint handling culture which all all Registered Providers are required to adhere to. We have completed a self-assessment, which has resulted in an updated Complaints Policy. You can find more information via the full self-assessment below: