Every year, we ask our residents what they think of Paradigm as part of our annual Tenant Satisfaction Measures (TSMs). Your answers help shape how we work — and they also help the government understand how well we’re doing.
This year’s TSMs results are in, and we’re pleased to share that overall satisfaction is up. More of you are telling us that you’re happy with the service you receive — whether you rent your home or are a shared owner.
Over 1,600 residents took part in feedback and improvement activities, helping us identify what’s working and what still needs attention. Thanks to your input, we’ve made changes — from relaunching our Customer Care Standards to improving the safety and upkeep of neighbourhoods.
We’re proud of the progress, but we know there’s more to do. Here are some of the key results:
- Overall satisfaction is up across both rented residents (82% from 79.4%) and shared owners (58.3% from 54.6%)
- Shared owners reported higher satisfaction this year across nearly all measures and rental residents also experienced increased satisfaction in most areas.
- While satisfaction with repairs slightly declined, your feedback helped us improve the service in the latter part of the year.
- The relaunch of our Customer Care Standards, driven by your input, has enhanced the overall resident experience.
- We’ve undertaken projects focused on safety, cleanliness and community upkeep to support a comfortable and welcoming living environment.
For more information and to see the entire set of TSMs, please click here.