Joint Resident Steering Group shaping resident priorities for SettleParadigm
Following the merger of Settle and Paradigm, residents from both communities are working with us to help shape the new organisation with our Joint Steering Group.
The group gives residents a direct role in shaping priorities as we develop our new Corporate Plan and brand, standards and the way SettleParadigm works following the merger last October.
Feedback from meetings
The first session was held in November and included reviewing the purpose of the Joint Steering Group, a team building activity, reviewing the resident merger commitments and performance between July and September 2025 for both Paradigm and Settle.
In early January, the meeting focused on how resident’s views and experiences will help shape our new Corporate Plan and brand, and future projects.
The Group asked for clearer information about the differences between social rent tenants, shared owners and homeowners, particularly in relation to repairs, maintenance and property safety. These themes were discussed in a question-and-answer session, along with a need for more consistent communication.
Residents also asked for clearer measures and performance information (such as KPIs), to show how commitments are being delivered in areas like regeneration, communal spaces and repairs, and to help track progress year-on-year.
The Group also received an update on the work underway to bring Settle and Paradigm services together. Residents were invited to provide feedback on the Repairs Standard and the branding project for the new organisation on our digital engagement platform, Settle Connect.
The latest Joint Steering Group meetings showed continued support for the emerging Corporate Plan and Service Standards. The group also reflected resident priorities around clearer communication, accountability and follow-through.
Across all discussions, the themes highlighted by residents included:
- Repairs
- Anti-social behaviour
- Estate services
- Respect in customer service.
The group also emphasised the importance of:
- Clearer roles between landlord and residents
- More visible local staff
- Better support for vulnerable people
- Transparent performance reporting.
Feedback also highlighted practical improvements such as digital tracking, clearer service definitions, resident involvement in oversight, and a preferred branding direction, as Settle and Paradigm services begin to merge.
Helen Otto, Head of Customer Insight and Involvement Improvement, commented:
“It’s great to have residents from both legacy organisations really having a say and supporting us as we integrate our businesses and services for residents.
“We are listening to all their feedback, along with everything else we gather from regular surveys and focus groups, and this will help us make sure we deliver services that really matter to meet the needs of our residents.”
Want to get involved?
If you’d like to share your feedback and get involved with SettleParadigm, you can find out what opportunities are available by going to our engagement platform Connect (for legacy Paradigm residents in South Bucks who joined us in January), SettleConnect (for ex-Settle residents) and SettleParadigm Connect (for all residents).
We’ll share more information about the Joint Resident Steering Group soon, including any changes to the group as we work towards bringing our services together over the coming year.
