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AtSettleParadigm, our aim is to understand the diverse needs of our residents, including those who are vulnerable, to make sure everyone has equal access to our services and support, regardless of their situation.
Update: Under review - 8 April
Thank you for the feedback we received on our customer support policy. We're pleased to share that we received 7 insightful comments from 4 survey responses. Your contributions are essential to improving this policy, and we're currently reviewing your suggestions.
📢 Here's what we heard
42% of residents thought the language in the policy was clear
42% of residents thought the policy was easy to understand.
There were two core themes raised by residents around our customer support policy:
Residents would like the policy to be more concise, with simpler language
Residents would value clearer explanations of how the policy could be applied in practice.
We're now reviewing all feedback and revising the policy based on your input. We'll publish the updated version reflecting your thoughts soon.
This policy sets out how we make sure residents receive fair, equal and accessible services that support them to maintain their tenancy. It also explains how we identify, record and respond to residents who may need additional support, including making reasonable adjustments and recognising vulnerability.
Vulnerability can happen to anyone, at any time, and can result in someone needing extra support during a period in their life.
Reasonable adjustments are changes that we can put in place to make it easier for residents to access our services and understand what we do.
To make sure the policy promotes empathy, fairness and consistency, we'd love to hear from you.
Your views will help shape how we continue to support residents and should take no more than 10 minutes to complete.
📋 This policy is no longer accepting feedback.
AtSettleParadigm, our aim is to understand the diverse needs of our residents, including those who are vulnerable, to make sure everyone has equal access to our services and support, regardless of their situation.
Update: Under review - 8 April
Thank you for the feedback we received on our customer support policy. We're pleased to share that we received 7 insightful comments from 4 survey responses. Your contributions are essential to improving this policy, and we're currently reviewing your suggestions.
📢 Here's what we heard
42% of residents thought the language in the policy was clear
42% of residents thought the policy was easy to understand.
There were two core themes raised by residents around our customer support policy:
Residents would like the policy to be more concise, with simpler language
Residents would value clearer explanations of how the policy could be applied in practice.
We're now reviewing all feedback and revising the policy based on your input. We'll publish the updated version reflecting your thoughts soon.
This policy sets out how we make sure residents receive fair, equal and accessible services that support them to maintain their tenancy. It also explains how we identify, record and respond to residents who may need additional support, including making reasonable adjustments and recognising vulnerability.
Vulnerability can happen to anyone, at any time, and can result in someone needing extra support during a period in their life.
Reasonable adjustments are changes that we can put in place to make it easier for residents to access our services and understand what we do.
To make sure the policy promotes empathy, fairness and consistency, we'd love to hear from you.
Your views will help shape how we continue to support residents and should take no more than 10 minutes to complete.
The survey has 3 sections, each with 3 quick questions on the following page. After reading a section, just hit the orange button to move on.
If you're unsure about anything, feel free to go back and check again - no pressure.
The survey should only take about 10 minutes to complete. Thank you so much for taking part.
Page last updated: 08 Apr 2026, 01:31 PM
Timeline
Coming up
Customer Support policy review has finished this stage
This policy is open for contributions from 27th March.
Open
Customer Support policy review has finished this stage
This policy is open for contributions until 6th April.
Under review
Customer Support policy review is currently at this stage
We are no longer accepting feedback for this policy and it is now under review. The project team will share the updated review soon.
Final review published
this is an upcoming stage for Customer Support policy review
The final outcomes of this policy review are published here. This includes a summary of all contributions collected from residents as well as recommendations for future action.
