Latest updates(January–March 2026)
Latest updates(January–March 2026)
Policies and strategies
Last quarter, we shared that we were reviewing our Landlord, Resident, Development and Regeneration strategies. Since then, as we’ve come together as SettleParadigm, we’ve begun work to combine these strategies into a single approach for the organisation.
All the feedback you’ve previously shared will be carefully considered and used to help shape the draft SettleParadigm strategies. We’ll be inviting your views on these updated strategies in the coming months, so residents can help influence how they are developed and helping to ensure they reflect what matters most to you. Please see our SettlePardigm policy hub for updates.
Alongside this, we’ve also been reviewing key policies so they are consistent across SettleParadigm rather than operating separately within each organisation. Updated policies will be published on the ‘Our policies’ web page as they are finalised.
Eviction policy
Between February and March, residents shared positive feedback on our new shared Eviction policy for SettleParadigm. 97% said the language was clear, and 91% said it was easy to understand.
You told us you’d like:
- Clearer definitions of legal terms and legislation
- Reassurance that their concerns are listed to and acted on where tenancy rules are not followed
- A more supportive approach to the eviction process
We’re reviewing all feedback and revising the policy based on resident input. Read more on Connect.
Efficient and timely repairs
Over the last 12 months, we’ve worked with colleagues and residents to deliver our Repairs Improvement Plan. As the plan comes to an end, we’d like to thank everyone who shared feedback and helped shape the changes we’ve made.
Together, we’ve focused on making repairs easier, quicker and more reliable. Changes have included improving communication at every stage of a repair, making it easier to book and manage appointments through the resident portal, and increasing
The number of repairs we complete on the first visit by equipping our teams with better van stock. We’ve also strengthened our systems and processes so repairs are tracked more effectively and completed more quickly, with clearer standards so you know what to expect.
We’ll continue building on these improvements, including developing features such as ‘operative on the way’ updates to give you greater visibility of your repair.
Clean and Green Estate Management
Between January and March, we’ve focused on making services more visible, improving consistency, and making it easier to report issues. We’ve published service schedules and responsibilities on noticeboards across our schemes, so you can see what work is planned, who is responsible, and when it will take place.
We’ve also recruited four new Estates colleagues, helping us carry out more work in-house and maintain consistent standards across our neighbourhoods.
We’ve increased internal checks and carried out visits to schemes to hear directly from residents about their experiences of communal cleaning and grounds maintenance. We’ve now visited all retirement living schemes to gather feedback, and residents who pay a service charge will receive surveys so we can continue to improve services over time.
You can now report communal cleaning issues and fly-tipping in shared areas through the resident portal, and we’re continuing to explore ways to extend this to grounds maintenance services.
This work formed part of our wider Clean and Green Estate Management Improvement Plan, which is now complete. We’d like to thank residents for their feedback and involvement throughout. We’ll continue to build on these as part of our wider neighbourhood work.
Complaints and Query Handling
Between January and March, our Contact Hub answered 16,400 calls, achieving an 86.33% answer rate against our target of 85%.
We also received 1,064 completed survey responses, with an overall satisfaction score of 81%, and residents rating all three survey questions as ‘Good’.
Over the last year, we’ve improved how we handle queries and complaints, making the service clearer, quicker and more consistent.
This has included improving how we handle first contact so queries are owned and resolved more effectively, alongside introducing a right-first-time approach to reduce the need for complaints. We’ve also strengthened quality checks across our Customer Hub to provide a more consistent experience.
We’ve also made it easier to raise and track complaints through the My Settle Portal, alongside clearer guidance on our website about what to expect and how long things should take.
While the Complaints and Query Handling Improvement Plan for 2025/26 has now concluded, we’ll continue to build on these improvements, including exploring how complaint tracking can develop further.
Anti-Social Behaviour Communication (ASB)
Following feedback from residents, we’ve continued to improve how we respond to anti-social behaviour (ASB).
In February, we made further updates to make reporting simpler and clearer. We’ve aligned our website reporting form with the My Settle Portal to create a more consistent experience.
We’ve also updated our ASB webpages with clearer explanations and examples to help residents understand what is and isn’t ASB, and when to report concerns.
Over the last 12 months, we’ve improved reporting tools, strengthened case management, and worked more closely with partners including the police and support services as part of our ASB Improvement Plan.
We’ve also introduced new tools and training to support staff, including noise monitoring equipment and an ASB reporting app to ensure a consistent and supportive approach. We’ll continue building on these improvements so residents feel supported and informed when reporting concerns.
Digital Ease and Accessibility
It’s now easier to use our digital services following improvements shaped by resident feedback.
We’ve aligned reporting journeys across our website and My Settle Portal, making it simpler to raise and track issues in one consistent way.
Over the past year, we’ve improved how residents access information and services online, including clearer layouts, better navigation, and improved tools for reporting and tracking repairs, complaints and ASB.
We’ve also introduced accessibility features such as screen reader support, translation tools and display options to make services easier to use for more residents.
While this improvement plan is now complete, we’ll continue to make improvements so our digital services remain simple, accessible and easy to use.
Green Panel
Our Green Panel recently launched a new resident-led project called “Let’s Talk About Sustainability and Green Living”, focused on practical ideas to support positive environmental change across our communities.
You told us you wanted clearer recycling information, support to live more sustainably while saving money, and improvements to how green spaces are managed and protected. This feedback has shaped the action plan and the priorities we are now taking forward.
This includes reducing waste through our retrofit programme, supporting residents to save energy and money, and working with partners on community growing projects and local sustainability initiatives. Read more about the Settle Community Benefit Fund .
We are also developing clearer, easy-to-use guidance on recycling and everyday sustainable choices, and improving how we share information with residents.
This is an ongoing resident-led project, and we will continue to work with the Green Panel and residents to develop these actions further. Next steps include improving recycling signage in communal areas, expanding access to reusable household items, and publishing practical guides to support sustainable living at home.
Great British Spring Clean in Westmill, Grange and Jackmans neighbourhoods
Residents have told us that clean, well cared-for shared spaces are important, and that they’d like more opportunities to take pride in their neighbourhoods and get involved in keeping local areas tidy.
In response, we organised a series of Great British Spring Clean events across Westmill, Grange and Jackmans, working with residents, schools, local partners and colleagues to improve shared outdoor spaces.
More than 140 people took part, helping to litter pick, tidy communal areas, clean bin stores and remove fly-tipped waste across the neighbourhoods. In total, 91 bags of rubbish were collected.
These events were shaped directly by resident feedback and formed part of our wider neighbourhood plans and ongoing commitment to improving local areas. We’ll continue to run similar community clean-up and engagement activities throughout the year.
Read the full story here: Great British Spring Clean in Westmill, Grange and Jackmans neighbourhoods.
Voice of the Resident Panel
Listening to residents and acting on what you tell us is a key priority for us.
Our Voice of the Resident Panel has been one of the ways we have involved residents in shaping services, brings residents together to share experiences, review proposals and challenge how services are developed.
The panel has helped deliver a range of improvements, including making information clearer and easier to understand, improving how residents report issues such as repairs, complaints and anti-social behaviour, and influencing service design so it better reflects resident needs. This has meant resident feedback has been considered early and consistently across our work. You can read more about their achievements and watch a short video in our recent news story.
As Settle and Paradigm came together, the panel also worked alongside Paradigm’s Customer Voice Panel to form a Joint Resident Steering Group, bringing residents from both organisations together during the transition period. This supported shared learning and ensured resident involvement continued during a time of change.
This joint approach is currently under review as part of our wider work to strengthen how resident feedback shapes services in the future.
Jackmans Neighbourhood Plan
Over the last 18 months, we’ve worked alongside residents, colleagues and local partners to deliver the Jackmans Neighbourhood Plan. Based on your feedback, we focused on key areas including anti-social behaviour, community spaces and resources, grounds maintenance and cleanliness, and parking and traffic.
We’ve made a range of improvements including improving community safety through partnership working with the police and local agencies, improving lighting and CCTV, and strengthening our response to anti-social behaviour. We’ve invested in community spaces such as Ivel Court, with new planting, better lighting and ongoing maintenance, and supported local initiatives and events to bring residents together.
We’ve also taken steps to improve the look and feel of the neighbourhood, including tackling fly-tipping and litter, cutting back overgrown areas, improving bin provision, and reopening spaces such as the Ivel Court car park. Alongside this, we’ve worked to make services clearer and more consistent through our Clean and Green improvement work and improved communication about responsibilities and service standards. We’ve also been working with schools to improve road safety in Jackmans.Pupils from Garden City Academy shared their concerns about speeding, parking and road safety near their school. Their feedback is helping shape ongoing work, including supporting a request for a 20mph zone. Read more