Help shape our repairs service

At SettleParadigm, everything we do is about delivering excellent services, high quality homes, and neighbourhoods we can be proud of.

When we spoke to residents during our merger consultation in May 2025, we committed to coming back to you to help shape what good looks like for our repairs service.

We’re now inviting a small group of residents to take part in a project group to help influence our repairs standard, based on what matters most to you. While we can't involve everyone at this stage, there will be more opportunities for residents to have their say as the project moves forward.

Your experiences, whether recent or past, will help shape how our repairs service works now and in the future.

Update: 10 February

Thanks to everyone who has already registered their interest in helping shape our repairs service! Phone conversations are now being arranged.

As the project moves forward, we’re inviting more residents to have their say. Between 2 - 9 March, we’ll be running an online community to explore the repairs journey in more detail.

It will be a private online group where we post questions about repairs and you share your feedback alongside other SettleParadigm residents.

What to expect

  • Across the week, we’ll share small activities and questions about repairs
  • We'll ask how easy it is to report issues
  • We'll talk about communication, appointments, and updates
  • You'll be able to share what has worked well and what could have been better
  • You can take part at a time that suits you
  • It will take around 15-20 minutes per day.

These activities will be supported by an independent research partner, TLF Research.

If this sounds like something you’d enjoy getting involved with, register your interest by 27 February using the button below.

Register your interest

Previously

In January, we invited residents to register their interest in taking part in a relaxed, one-to-one phone conversation with TLF Research. These conversations are taking place throughout February.

Here's what residents taking part can expect

  • A relaxed, 1:1 phone conversation about our repairs service, lasting around 60 minutes
  • A chance to share what’s worked well, what hasn’t, and what a good repairs service looks like
  • A discussion about the areas residents have told us matter most, including:
    • An easy reporting process
    • Getting it right the first time
    • Clear communication and keeping you informed every step of the way
    • Clear repairs timelines, so you know what to expect.
Will I receive anything for my time?

Yes, we’ll be offering a £50 retail voucher as a small thank you to residents who take part, to recognise the time and input you’ve given. Full details will be shared with selected participants.

Who can take part?

We want to hear from a diverse range of residents, including different household types, backgrounds and experiences.

Sometimes we receive a high level of interest for resident project groups. When this happens, residents are selected to make sure a broad and diverse mix of voices are represented.

What happens next?

After 8 February, we’ll let residents know if they’ve been selected to take part in the project group.

Our independent research partner, TLF Research, will then contact selected residents between 9 February and 9 March.

TLF will arrange a call with you to talk about your experiences of our repairs service - including how things are working now, what’s going well, what isn’t, and what you’d expect from a good repairs service.

I’ve registered my interest, but haven’t heard back - what should I do?

We’ll be in touch with everyone who registered their interest, including those not selected at this stage.

While we can’t involve everyone at this point, there will be more opportunities to have your say as the project moves forward.

If you have any questions or would like to check anything, you can always get in touch with us here.

When will I know what the outcome of the repairs review will be?

Once the project group activities have taken place, we’ll review all the feedback we’ve received.

We’ll then update this page to share what residents told us, how it has shaped our repairs standard, and what changes we’re planning to make.

We’re committed to keeping residents informed and showing how feedback has influenced our decisions.

Why is resident involvement important?

By involving residents, we make sure the services we provide meet your needs, build trust, and allow you to hold us accountable. Your voice shapes our decisions and improves service quality.

When residents are actively involved, it helps us make better choices that lead to improved outcomes for everyone.

Accessibility and alternative formats

If you need this information in a different way (for example large print, easy read, or another language), or need additional support, we can help.

Let us know by emailing engagement@settlegroup.org.uk or customer.involvement@paradigmhousing.co.uk.

At SettleParadigm, everything we do is about delivering excellent services, high quality homes, and neighbourhoods we can be proud of.

When we spoke to residents during our merger consultation in May 2025, we committed to coming back to you to help shape what good looks like for our repairs service.

We’re now inviting a small group of residents to take part in a project group to help influence our repairs standard, based on what matters most to you. While we can't involve everyone at this stage, there will be more opportunities for residents to have their say as the project moves forward.

Your experiences, whether recent or past, will help shape how our repairs service works now and in the future.

Update: 10 February

Thanks to everyone who has already registered their interest in helping shape our repairs service! Phone conversations are now being arranged.

As the project moves forward, we’re inviting more residents to have their say. Between 2 - 9 March, we’ll be running an online community to explore the repairs journey in more detail.

It will be a private online group where we post questions about repairs and you share your feedback alongside other SettleParadigm residents.

What to expect

  • Across the week, we’ll share small activities and questions about repairs
  • We'll ask how easy it is to report issues
  • We'll talk about communication, appointments, and updates
  • You'll be able to share what has worked well and what could have been better
  • You can take part at a time that suits you
  • It will take around 15-20 minutes per day.

These activities will be supported by an independent research partner, TLF Research.

If this sounds like something you’d enjoy getting involved with, register your interest by 27 February using the button below.

Register your interest

Previously

In January, we invited residents to register their interest in taking part in a relaxed, one-to-one phone conversation with TLF Research. These conversations are taking place throughout February.

Here's what residents taking part can expect

  • A relaxed, 1:1 phone conversation about our repairs service, lasting around 60 minutes
  • A chance to share what’s worked well, what hasn’t, and what a good repairs service looks like
  • A discussion about the areas residents have told us matter most, including:
    • An easy reporting process
    • Getting it right the first time
    • Clear communication and keeping you informed every step of the way
    • Clear repairs timelines, so you know what to expect.
Will I receive anything for my time?

Yes, we’ll be offering a £50 retail voucher as a small thank you to residents who take part, to recognise the time and input you’ve given. Full details will be shared with selected participants.

Who can take part?

We want to hear from a diverse range of residents, including different household types, backgrounds and experiences.

Sometimes we receive a high level of interest for resident project groups. When this happens, residents are selected to make sure a broad and diverse mix of voices are represented.

What happens next?

After 8 February, we’ll let residents know if they’ve been selected to take part in the project group.

Our independent research partner, TLF Research, will then contact selected residents between 9 February and 9 March.

TLF will arrange a call with you to talk about your experiences of our repairs service - including how things are working now, what’s going well, what isn’t, and what you’d expect from a good repairs service.

I’ve registered my interest, but haven’t heard back - what should I do?

We’ll be in touch with everyone who registered their interest, including those not selected at this stage.

While we can’t involve everyone at this point, there will be more opportunities to have your say as the project moves forward.

If you have any questions or would like to check anything, you can always get in touch with us here.

When will I know what the outcome of the repairs review will be?

Once the project group activities have taken place, we’ll review all the feedback we’ve received.

We’ll then update this page to share what residents told us, how it has shaped our repairs standard, and what changes we’re planning to make.

We’re committed to keeping residents informed and showing how feedback has influenced our decisions.

Why is resident involvement important?

By involving residents, we make sure the services we provide meet your needs, build trust, and allow you to hold us accountable. Your voice shapes our decisions and improves service quality.

When residents are actively involved, it helps us make better choices that lead to improved outcomes for everyone.

Accessibility and alternative formats

If you need this information in a different way (for example large print, easy read, or another language), or need additional support, we can help.

Let us know by emailing engagement@settlegroup.org.uk or customer.involvement@paradigmhousing.co.uk.

Page last updated: 19 Feb 2026, 01:18 PM