Resident Experience Strategy feedback

We've spent time listening to residents across SettleParadigm, through surveys, research, events and conversations. Six things came through clearly.

We've developed four commitments that will shape how we work.

We’d really value your views on the overall direction, any further thoughts you may have, and any feedback on what might be missing.

Commitment one: Clear ownership and a joined-up experience

Clear accountability of resident issues so progress is maintained, even where multiple teams are involved.
A joined-up view of resident requests across services, so that residents don't have to repeat themselves.
Customer journeys are designed around how residents experience our services, not internal teams and boundaries.

To what extent do you agree that this commitment would help improve your experience as a resident?

[Required]

Please tell us why you feel this way and whether you think anything is missing.

Commitment two: Making experiences easier for residents

Proactive updates at key points in a resident’s journey, so there is no need to chase.
Complex or high-impact cases are identified early and coordinated across teams.
When things go wrong, we put it right consistently, with clear timescales and quality checks.
Greater choice in how residents interact with us, including the ability to track progress digitally.

To what extent do you agree that this commitment would help improve your experience as a resident?

[Required]

Please tell us why you feel this way and whether you think anything is missing.

Commitment three: Local services that residents can see and trust

Clear standards for estate, communal and neighbourhood services that are visible in practice, well communicated and represent good value for money.
A visible local presence, with teams and partners working together.

To what extent do you agree that this commitment would help improve your experience as a resident?

[Required]

Please tell us why you feel this way and whether you think anything is missing.

Commitment four: Services tailored to resident needs

Services shaped by an understanding of residents and their individual needs, ensuring the right support at the right time.
Proactive, preventative action informed by data and insight, reducing the likelihood of issues arising.

To what extent do you agree that this commitment would help improve your experience as a resident?

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Please tell us why you feel this way and whether you think anything is missing.

To recap, these are the four Resident Experience Strategy commitments:

Overall, how do the four Resident Experience Strategy commitments make you feel? (Please choose up to two answers) [Required]

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