Your experience with Paradigm during the COVID-19 lockdown

The COVID-19 crisis has bought about many challenges for all of us, including for Paradigm. We have had to quickly adapt the way we work and deliver services, in order to keep our residents and staff safe. To help us understand the impact these changes have had, we worked with our research partner, IFF, to survey a group of residents. We asked questions that focused on how we have communicated, the level of information we provided and how easy it was to contact us.

Overall, the results of the survey were positive and residents felt more satisfied with Paradigm as a landlord than before lockdown.

Here’s what you told us:

Some of the positive themes from the comments of those surveyed were:

• Good service/reassuring/concerned/thoughtful/caring/helpful/nice/lovely person
• Surprised at call but appreciated it
• Offered help if needed
• Did well/couldn’t do more/marvellous/can’t complain/professional
• Good/brilliant/did best they can.

However, some residents also commented that the information provided wasn’t always up-to-date when they received it, or wasn’t specifically relevant to them. They also said that Paradigm acted similarly to other companies, who were also providing regular updates at the time.

The survey will help us learn from what has worked well and where our residents have been satisfied with how we have managed contact with them during this difficult time. Our findings will also help us to adapt our approach in some areas going forwards, so we can keep improving the experience for our customers.