We’re starting early work to develop our Resident Experience Strategy as SettleParadigm, and your feedback will help shape what residents can expect from us between 2027 and 2030.

Update: Under review - 6 May

Thank you for the feedback we received on our Trust and Ease project. We're pleased to share that we received a total of 334 comments from 53 survey responses! Your contributions are essential to shaping our Resident Experience Strategy, and we're currently reviewing your suggestions.

📢 Here's what we heard

• 49% of residents agreed with the statement: “I trust SettleParadigm to act in my best interest."
• 57% of residents agreed with the statement: “SettleParadigm is easy to deal with.”
• Understanding your needs or situation without having to repeat yourself, and doing what we say we will, were among the most important things to residents.

Across Trust and Ease, three core themes were raised by residents:

• Residents would like clearer communication, consistent updates and confidence that promised actions will happen.
• Residents gain trust and find things easier when they have timely repairs, well-maintained homes and feel safe in their neighbourhoods.
• Residents value empathetic, respectful and proactive colleagues who listen and make them feel supported.

We’re now reviewing all feedback and using it to help shape our Resident Experience Strategy. We’ll share the final version and next steps soon.

Previously...

Between June and December 2025, we gathered feedback from residents through our Tenant Satisfaction Measures (TSMs). This helped us identify two key areas for us to explore, to make sure we're focusing on the right things within our strategy:

• “how we build trust”
• “how easy it is to interact with us”.

You can see current satisfaction levels for these areas (June to December 2025) below.*

Where we are now:

To help understand what’s working well, what could be better, and what needs to change, we’d love to hear from you.

This should take no more than 10 minutes, and your feedback will directly shape what residents can expect from us in the future.

📋 This project is no longer accepting feedback.

*Tenant Satisfaction Survey additional questions. June to December 2025. Based on c.700 Settle General Needs Residents; and c.680 Paradigm General Needs Residents and c.330 Paradigm Shared Owners. Settle Shared Owner survey results are not included here, as these were carried out between January and March 2026 and will be shared once available.