Our Complaints Scrutiny Panel, made up of residents and colleagues, plays a key role in helping us understand what’s working well – and where we can do better. During the most recent panel, residents provided thoughtful, constructive feedback that’s helping to shape how we handle complaints at Paradigm.
What residents told us
The panel reviewed a range of real complaint responses and shared their views on how clear, fair, and empathetic they felt our replies were.
Here’s what they told us:
- Over 70% of panel members felt that our complaint responses were clear, easy to understand, and took individual needs into account.
- Residents also shared two important areas for improvement:
- Making responses feel more personal and empathetic
- Reviewing whether the compensation offered always feels fair and appropriate
What happens next
Our Customer Resolutions team has already started acting on these insights by:
- Reviewing and refining our complaint responses to make them more personal and empathetic
- Holding peer reviews to check that compensation decisions are fair, consistent, and resident-focused.
This means your input is directly shaping the way we communicate and respond to complaints.
Get involved
Thank you to those residents who took part in the panel. Your feedback helps us deliver services that truly reflect residents’ needs.
If you’d like to get involved in future panels or other opportunities to shape our services, click here to find out more.