If you’re one of our customers and would like to help us to improve our services, then you’re in the right place!
We’re keen for our customers to be involved in the key decisions we make. You can get involved with something quick and easy, like a survey about a service you’ve received, or something more long-term like being a part of our Customer Voice Panel, where you’ll help to scrutinise and improve our performance.
Connect is our new online space where residents can get involved and help shape SettleParadigm.
It’s a digital community designed to make it easier for you to share your views, stay informed, and influence the decisions that affect your home, your services and your neighbourhood.
What do they do?
The Committee is designed to strengthen the Amalgamated Board’s customer focus. To achieve this, its role is to:
What is the time commitment?
The Committee meets at least four times a year. Members may also need to get involved in occasional reviews and contribute to decisions between meetings. Meetings can be in person or online, with members given at least seven days’ notice in advance.
What impact do they have?
The Committee plays an important role in shaping and overseeing the Customer Strategy to enhance customer experience, ensure regulatory compliance, and recommend service improvements. Their responsibilities include overseeing performance against satisfaction measures, managing complaints, and integrating customer insights into service design. Additionally, they report to the Amalgamated Board, review customer-facing policies, manage grants, engage with the Customer Voice Panel, and participate in appraisals and reviews. Their efforts drive service improvements, ensure compliance, and ultimately enhance the overall customer experience.
What do they do?
The Customer Voice Panel works closely with us to help improve the quality of our services. Acting as a critical friend, the panel keeps us on track by reviewing our performance, sharing valuable insights, and examining our services in detail. Their work ensures the customer perspective is heard at the highest levels, as they regularly report their findings and recommendations to our Customer Voice Committee and the Board.
What is the time commitment?
The panel meets once a month in the evening, with most meetings held online via Microsoft Teams. Twice a year, members come together in person at our head office in Glory Park.
What impact do they have?
The Customer Voice Panel challenges service areas when performance is low and scrutinises services where a need is identified. They aim to carry out a challenge every 3 months and provide Paradigm recommendations for improvements.
If you would like to get involved, please complete this form.
What do they do?
Service review groups help us improve and shape the way we deliver our services. By working together, we take a deep dive into our services and customer communications, explore customer insights, and develop practical recommendations for change. These groups also play a key role in designing new, innovative services that better suit our customers’ needs.
Time Commitment
Service review groups typically run for about 8 weeks. During this time, members commit around 1 hour per week, either attending group meetings or completing research tasks.
What impact do they have?
Members of the group provide valuable feedback and suggestions to improve our services and communications, often leading to immediate changes. They also explore fresh ideas and contribute to developing future services, ensuring we stay ahead in meeting customer expectations.
If you would like to get involved, please complete this form.
What do they do?
The Complaints Scrutiny Panel supports us in improving how we handle and respond to complaints by reviewing anonymised Stage 1 and Stage 2 complaint cases. Panel members look at how we investigated and responded to each case and provide feedback on whether our approach was fair, thorough, and appropriate. Their input helps ensure we are delivering a complaints service that is open, accountable, and focused on residents’ experiences.
Time commitment
The panel meets quarterly online, for around 1.5 to 2 hours. Each quarter, members are sent 2–4 anonymised complaint cases to review at their convenience. This gives them time to read through the cases and reflect on their feedback ahead of the meeting. For each complaint reviewed, we provide a feedback form to capture their feedback on each complaint reviewed.
What impact do they have?
The feedback from the Complaints Panel is shared with senior staff and used to improve our complaints process and how we communicate with residents. Panel insights often lead to real changes, such as clearer written responses and improvements to our internal procedures. Members are kept informed about how their feedback has been taken on board and the difference it has made, helping them see the value of their contributions over time.
Recruitment for the Complaints Scrutiny Panel is now closed, but we’ll let you know when it reopens.
What do they do?
Our surveys ask for your views and opinions on a particular topic or service.
Our Tenant Satisfaction Surveys are conducted throughout the year through our research partner IFF. All registered housing providers must ask this set of questions every year and publish the results so that customers can see how well their landlord is doing and hold them accountable.
Interaction surveys are shared with you after you have received a service, such as speaking to the Customer Contact Centre or having repair works carried out. These help us to understand your experience, and how we can improve in the future.
Some surveys are shared on an ad hoc basis, normally through our customer newsletter, where we want to get more feedback to strengthen customer insight.
Your views and opinions are invaluable in guiding our improvement efforts, so please take a moment to share your feedback with us.
Time Commitment
Our surveys are designed to be completed at your own pace, typically taking no more than 15 minutes.
What impact do they have?
Customer feedback is reviewed regularly by the relevant teams and used to drive improvements. Insight is reviewed quarterly by the Paradigm leadership team. Where performance is of concern, we launch insight-to-action workstreams to address the issues raised by customers. Both the insight and insight to action progress are reported to and scrutinised by our Customer Experience Committee, Board and our Customer Voice Panel. You can read examples of our insight-to-action work in the annual customer report.
What local events do you run?
We’re rolling out Community Action Days – a chance to meet us in your neighbourhood and share your thoughts on how we can improve.
During the event, we’ll also make immediate enhancements like communal repairs or litter picking, and we’d love for you to get involved!
How do I know when you’re coming to my neighbourhood?
We’ll send you all the details in advance, ensuring every customer in the area knows when we’ll be visiting.
What impact do they have?
Before each event, we’ll review existing customer feedback and gather insights from our Customer and Neighbourhood teams to identify key local issues. We’ll confirm these with you or use the day to uncover new concerns. After the event, we’ll develop a local improvement plan that outlines the changes we’ll make and when they’ll happen. If there are suggestions we can’t implement, we’ll explain why, ensuring transparency every step of the way.
What is a Registered Tenant Association?
A Registered Tenant Association is a group of residents from the same area or building who:
They are created and run by their members, focusing on the best interests of the whole community. To gain formal recognition from Paradigm—and access support like funding and training—you’ll need to show that at least 51% of your community supports the RTA.
What impact do they have?
Registered Tenants Associations (RTAs) create numerous benefits for communities, including:
By bringing people together and driving positive change, they make neighbourhoods better places to live.
How do I set up a Registered Tenant Association?
For more detailed guidance on setting up a Registered Tenants Association, including the necessary documents, please see below:
What is a Big Door Knock?
A Big Door Knock is when we visit residents in their homes across a neighbourhood – it’s a chance for you to talk to us face to face about anything that matters to you – whether that’s your home, your neighbourhood, or the services you receive.
We may also invite residents to take part in our Getting To Know You Better survey.
You don’t need to prepare anything or make an appointment. If you’re in and happy to chat, we’ll knock and have a quick, informal conversation. If you’re busy, that’s absolutely fine too.
If you would like to get involved or want to find out more about any of the opportunities above, please sign up to our Connect platform, or email Customer.Involvement@ParadigmHousing.co.uk
When you help us, we’ll provide you with the support you need – whether that’s reimbursing your travel expenses, contributing towards your childcare or carer costs, or setting a meeting time or date that suits you best.
Many of our involvement activities take place online using Microsoft Teams to enable everyone to join in regardless of where you live. We want to enable as many people as possible to take part so if you require support, please let us know what you need.
