Complaints & Compliments
Dedicated to safe homes, tailored support, and lifelong independence.
Complaints and Compliments
At Paragon Supported Housing CIC, we are committed to delivering high-quality accommodation and support services. We believe that feedback — whether positive or critical — plays an important role in helping us improve and maintain the standards we set for ourselves.
We welcome complaints and compliments from residents, partners, and stakeholders, and we handle all feedback fairly, respectfully, and confidentially.
Making a Complaint
If you are unhappy with any aspect of our service, we encourage you to let us know. Complaints may relate to the condition of accommodation, repairs and maintenance, staff conduct, communication, or the level of support provided.
In the first instance, residents are encouraged to speak directly to their Housing and Support Worker, as many concerns can be resolved quickly and informally. However, complaints can also be made by:
- Contacting the management team directly
- Submitting a complaint in writing via email or letter
- Or by clicking here
- Registered Office: Studio 9, 50-54 St Paul’s Square, Birmingham, B3 1QS
- Office Contact No: 0330 995 0199
- Repairs And Maintenance: repairs@paragonhousing.co.uk
- Support: support@paragonhousing.co.uk
- Contact Support: 03030 033 243
- Email For Complaints: compliants@paragonhousing.co.uk
If you require assistance in making a complaint, a member of staff will support you through the process.
How We Handle Complaints
Once a complaint is received, it will be formally acknowledged and logged. A senior member of staff will carry out a thorough investigation, which may include reviewing records and speaking to those involved.
Our process is designed to ensure that complaints are:
- Taken seriously and investigated fairly
- Responded to within a reasonable timeframe
- Used as an opportunity to improve our services
A written response will be provided outlining our findings and any actions taken.
Compliments and Positive Feedback
We also welcome compliments and positive feedback about our staff and services. Recognising good practice helps us maintain high standards and encourages continuous improvement.
Compliments can be shared by speaking to a member of staff or contacting our management team directly. All positive feedback is recorded and shared appropriately within the organisation.
Escalating a Concern
If you are not satisfied with the outcome, you may request that the complaint be reviewed by senior management. Should you remain dissatisfied after this stage, you may additionally seek advice from the relevant Local Authority or an independent advisory service.
No resident will ever be treated unfairly or disadvantaged for raising a genuine concern.
Our Commitment
Paragon Supported Housing CIC is committed to maintaining an open, transparent, and accountable culture. We believe that listening to our residents is essential to delivering safe, effective, and person-centred supported housing services.
