How can I get involved?

The Readership reviews the information we send to customers making sure it is easy to understand. In the last year the Readership reviewed the website guidance for management moves, some of the tenancy management process forms, pet permission form and letters, service charge consultation information, and the shared ownership guide.

Virtual Voices is a way that you can give us your feedback and have a direct impact on the services we offer without being on a panel or being part of a group. We will send you invites via email to take part in online discussions, focus groups, workshops, and surveys, and you can choose which ones you participate in, and you can do as much or as little as you want, as and when suits you.

Resident Quality Inspectors visit estates and provide their views on the area, facilities and services. Together with them, we identify where things can be improved, and then work directly with communities to bring about change.

Training and guidance on what to look for is provided, but you will need to be able to travel away from your own local area and so will need to have access to good transport links or a vehicle. You will also need relatively good mobility due to the need to walk around estates and climb stairs.

You can decide how many inspections you want to do and you will receive a gift voucher at the end of the quarter for doing the inspections, and your travel costs will be reimbursed.

The Resident Services Panel, monitor Paradigm’s housing management performance and challenge when performance is low, and act as our ‘critical friend’.

The Panel, who are made up of both tenants and shared owners, meets 12 times a year online and face to face, to scrutinise performance information and to meet with staff and managers to question and hold them accountable. Once a year they produce an Annual Report for Board, which is shared with customers and staff, and which highlights their findings, achievements, and outcomes to customers. Read the latest Annual Report here.

The Panel made a challenge to Paradigm in 2021 and asked ‘Are customers individual needs and circumstances taken into consideration when booking repairs?’ and after speaking directly with staff and reviewing policies and process, they gave five recommendations for improvement. All five recommendations have been accepted and work is underway to make the improvements suggested.

To help us improve our services to all customers, we regularly undertake surveys and consultation. To take part in current housing services surveys, please see the consultations page.

Throughout the year we also conduct customer satisfaction and transactional surveying which is done on our behalf by IFF Research.

The Customer Oversight Group is a reviewing and advisory panel of customers, who will ensure we listen to what customers say about our services, and act on what matters to them as part of our current business transformation programme. The group is expected to run until early 2024.