Making a complaint or compliment
We welcome your feedback, both good and not so good! We have a specialist Customer Insight and Experience 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 firstname.lastname@example.org.
You can also give your feedback to any member of staff you speak with.
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 resident or group of residents."
An example of a complaint could be an unreasonable delay or where we have failed to follow a policy or procedure. There are some concerns that will not be treated as a formal complaint.
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.
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 Insight and Experience 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 team leader or manager to investigate.
Step 3 – The team leader or manager 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 our Customer Insight and Experience team who 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 a head of service or director to investigate.
Step 3 – The head of service or director will aim to formally respond to your complaint in writing within 20 working days.
If you have exhausted our complaints process and are still dissatisfied with the outcome, you can take your complaint to a designated person. A designated person can be an MP or a councillor from the local authority area your home is in. A designated person can review your complaint themselves or refer the complaint directly to the Housing Ombudsman Service. Alternatively, you can contact the Housing Ombudsman directly 8 weeks after the final decision.
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. Let us know what they did to make your experience that extra bit special.
Once we have received your feedback, our Customer Insight and Experience 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 Insight and Experience team.
Phone: 0300 303 1010
The Housing Ombudsman Service
The Housing Ombudsman Service has been set up by law to look at complaints about housing organisations. Their service is independent and impartial. Residents can contact the Housing Ombudsman for advice and support at any stage of the process. They will only consider formal investigations once our internal complaints process has exhausted.
The Housing Ombudsman can be contacted via:
Housing Ombudsman Service
Telephone: 0300 111 3000
Minicom: 0207 404 7092
Housing Ombudsman Self-Assessment
The Housing Ombudsman has introduced a Complaint Handling Code (the code) which all Registered Providers are required to adhere to. We have completed a self-assessment, which has resulted in a new complaints policy and a new two stage complaints process with new timescales for responses at each stage (10 working days at stage 1 and 20 working days at stage 2). We have also increased the accessibility of our complaints process. You can find more information via the full self-assessment below: