service standards

We are committed to providing a high quality of service to our customers. Our standards are:

• Good quality, affordable housing services
• Clear information for everyone
• Courteous and helpful staff
• Respect
• Fair access to services
• Opportunities for consultation and involvement with decisions that affect you
• Value for money
• Confidentiality

Our service standards are set out in full in the Paragon Customer Service Policy, Information leaflets, Tenant and Leaseholder handbooks, and tenancy and leasehold agreements.

Information leaflets

Compliments and Complaints

We know things can sometimes go wrong. We aim to resolve any complaints quickly, effectively and, wherever possible, to your satisfaction. If you feel you have not been treated fairly and in line with our policies or, if you feel unhappy about a service we have provided, or the way you have been treated by us, you can talk to us.

Initially, we would always recommend that you contact the member of staff dealing with the issue, or if the complaint is about a staff member, please contact their manager. Details of our complaints process are available by clicking here.

As well as our internal complaints process, the Trust is also a member of the Housing Ombudsman scheme. This is an independent body set up to deal with complaints about Housing Associations. Except in very exceptional circumstances, the Ombudsman will usually expect you to have exhausted the organisations complaints process before they take your case. If you go directly to them, without following our complaints procedure first, you will usually be sent back to us and this could cause a delay resolving your complaint.

You can also give us a compliment. If you found a member of staff particularly helpful, are happy with a repair or improvement we have made to your home or services or enjoyed an event or something in our newsletter, please let us know. It’s really helpful to receive positive feedback. It also helps us plan ways to improve the service in the future if you tell us about things you like. 

If you wish to make a complaint or compliment please click here.