When you get in touch with us – whether that’s by phone, email or in person – your issue will be handled according to what kind of enquiry you’ve made.
A service request is when a customer asks for help for the first time with an issue that we’re responsible for as a landlord. It might be a housing management issue or a repair to your home or a communal area in your building. Examples of service requests include:
How long will you take to fix it?
Housing management issues: if we can address it on the spot, we will. If the issue requires a little more work, we aim to fix it within three working days. For a more complex problem, we aim to fix within 10 working days.
Repairs: for emergency repairs, we will attend within 24 hours. We aim to fix standard repairs within 20 working days. More complex repairs will be fixed within 60 working days. Click or tap here for more information about our repairs service.
We will keep you informed about the progress of your service request so that you know what to expect and when.
How do I make a service request?
Get in touch with our Customer Service Centre on 0300 303 1010 / ContactUs@ParadigmHousing.co.uk. To raise a routine (non-urgent) repair, please email Repairs@ParadigmHousing.co.uk.
Anti-social behaviour (ASB) is a broad area and can include a wide range of behaviour that negatively affects the quality of life of others. Some ASB cases will be handled by your Customer and Neighbourhood Officer; we also have a specialist ASB team for more complex cases. The main types of ASB are:
How long will you take to fix it?
Our timescales for acknowledging and responding to ASB cases depend on the nature of the case. Click or tap here for full details of our ASB policy.
How do I report ASB?
If you want to report ASB, please call us on 0300 303 1010 or email ContactUs@ParadigmHousing.co.uk.
A complaint is when a customer expresses dissatisfaction about the standard of service they’ve received from us. This includes actions or lack of action by us or by people working on our behalf. Complaints are handled by our Customer Resolutions team. Examples of a complaint include:
How long will you take to fix it?
Our complaints process has two stages:
Stage 1: complaints will be logged and acknowledged within five working days. They are assigned to a Customer Resolutions Officer, who will investigate within Paradigm and respond to the customer within 10 working days.
Stage 2: if the customer is still dissatisfied after Stage 1, they can take their complaint to Stage 2. Stage 2 complaints are logged and acknowledged within five working days. They are assigned to a Senior Customer Resolutions Officer or the Customer Resolutions Manager, overseen by the Head of Customer Service. The customer will receive a response within 20 working days.
Click or tap here for full details of our complaints process.
How do I make a complaint?
Call Customer Services on 0300 303 1010, email CustomerResolutions@ParadigmHousing.co.uk or fill in the online complaints form.
