Resident Experience Strategy feedback

We’d like your feedback on the SettleParadigm Resident Experience Strategy commitments.

We've used your feedback to shape our Resident Engagement Strategy (2027-2030). Here's what you told us:

  • Service delays, waiting and not knowing are the biggest frustrations

When something needs sorting, the hardest part is often the silence and not knowing what's happening or when things will move forward.

  • Being kept informed matters as much as speed

Residents are often understanding about delays when they are explained. It's the lack of a prompt and proactive update that creates uncertainty and erodes trust, not the wait itself.

  • Prioritisation and flexibility in services do not always meet residents’ needs

Wide appointment windows, late changes, a lack of clarity, and inconsistent prioritisation can leave residents feeling that services are not tailored to meet their needs.

  • When no one owns the issue, things stall

When resident requests get passed between teams with no clear owner, progress stalls or stops, and residents are left chasing to find out what's happening.

  • Repairs are not always sorted first time

Repairs are often not resolved first time because the right information, history or parts are not in place before the visit.

  • Neighbourhood and communal issues shape how much residents trust us day to day

Residents value a visible, local presence, with colleagues who are known, feel empowered to act early, and work effectively with partners.

We've developed four commitments that will shape how we work and how you experience our services. We'd really value your feedback to help us understand if we've got the right priorities and if there's anything we may have missed.

How the survey works

For each commitment, we'll ask you to think about:

  • Whether it would improve your experience as a resident
  • Why you feel this way
  • Whether you think there is anything missing.

The survey should take around five minutes to complete.

As a thank you for your time, you can be entered into a prize draw to win one of four £25 shopping gift cards.

Take the survey

We’d like your feedback on the SettleParadigm Resident Experience Strategy commitments.

We've used your feedback to shape our Resident Engagement Strategy (2027-2030). Here's what you told us:

  • Service delays, waiting and not knowing are the biggest frustrations

When something needs sorting, the hardest part is often the silence and not knowing what's happening or when things will move forward.

  • Being kept informed matters as much as speed

Residents are often understanding about delays when they are explained. It's the lack of a prompt and proactive update that creates uncertainty and erodes trust, not the wait itself.

  • Prioritisation and flexibility in services do not always meet residents’ needs

Wide appointment windows, late changes, a lack of clarity, and inconsistent prioritisation can leave residents feeling that services are not tailored to meet their needs.

  • When no one owns the issue, things stall

When resident requests get passed between teams with no clear owner, progress stalls or stops, and residents are left chasing to find out what's happening.

  • Repairs are not always sorted first time

Repairs are often not resolved first time because the right information, history or parts are not in place before the visit.

  • Neighbourhood and communal issues shape how much residents trust us day to day

Residents value a visible, local presence, with colleagues who are known, feel empowered to act early, and work effectively with partners.

We've developed four commitments that will shape how we work and how you experience our services. We'd really value your feedback to help us understand if we've got the right priorities and if there's anything we may have missed.

How the survey works

For each commitment, we'll ask you to think about:

  • Whether it would improve your experience as a resident
  • Why you feel this way
  • Whether you think there is anything missing.

The survey should take around five minutes to complete.

As a thank you for your time, you can be entered into a prize draw to win one of four £25 shopping gift cards.

Take the survey

Page last updated: 28 May 2026, 04:31 PM