If your issue is an emergency – like a leak or a fire – please contact the emergency services if necessary and then call us as soon as you can on 0800 6781221.
If you have any other issues, we want to make sure we resolve these as quickly as possible, we have the following options available to you to be able to do this.
Do you need something repairing, replacing or attending to in your home or on your Orbit estate?
Would you like more information about something – for example, your service charges or rent calculations?
You can ask us to put something right or supply you with extra information about a matter that is concerning you, by raising a service request or enquiry. We aim to resolve Service Requests as quickly as possible. We have a dedicated team working on these requests who will ensure that you are happy with the outcome.
The option to raise a formal complaint will always be available to you, even if your request is currently being dealt with as a Service Request.
If you submit a Service Request, our team will contact you within 48 hours
This is a formal way for you to tell us you are not satisfied with our service. If you have asked us to do something and we haven’t carried it out or we haven’t met your expectations, you can raise a complaint with us.
There are some things we can’t investigate as complaint.
Some examples are:
Our Complaints Policy gives you a full list of reasons why we might not investigate as issue through our complaints process. You can read it by clicking here
If there is a reason, in line with our policy, that we cannot investigate your complaint, we will explain why and write to you confirming this.
If you would like to make a complaint, you can fill in our complaints form by clicking the button below.
Tell us:
We know that sometimes things can go wrong. When this happens, we want to know about it so that we can put things right. Our Complaints Policy explains more about how we manage your complaints and what you can expect from us if you do complain.
As part of our Complaints Policy, we have adopted the Housing Ombudsman’s definition of a complaint. We consider a complaint to be:
“An expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by Orbit, our own staff, or those acting on our behalf, affecting an individual customer or group of customers.”
There are however some things that we won’t investigate as part of our complaint’s procedure. You can find out more detail on this in our Complaints Policy. Some examples are provided below:
There may be occasions when we don’t accept a complaint in line with our policy. If this happens, we will explain to you the reasons for this, and explain the right to take that decision to the Housing Ombudsman.
If you are an existing customer, the easiest way to make a complaint is through your myAccount portal.
If you are not an existing customer or you do not have an online account with us, then you can get in touch to tell us about your complaint by filling in our complaints form.
Before you raise a complaint about damp or mould it is important that you make a report to us so that we can investigate and agree a way forward.
If you are unable to submit a complaint online, we also have several alternative options for you to be able to submit a complaint. These are:
Phone
One of our dedicated team will be on hand to process your complaint for you. Where possible, we will try to resolve your complaint as soon as possible and advise a resolution at the earliest opportunity. The contact number is 0800 678 1221. If you have hearing loss or a speech impairment, you can use a textphone to contact us. You may call 18001 0800 678 1221.
Letter
If you would prefer to send us a letter regarding your complaint, please ensure this is addressed to our Complaints and Customer Care department using the below postal address:
Orbit Group,
PO Box 6406
Coventry
CV3 9NB
If you do make a complaint to us, please explain your issue fully. This can include providing any dates or background information and explaining what you would like to happen to resolve your issue.
We also accept complaints if a customer provides us with permission with representatives on your behalf. This could include anyone acting as their representative, third parties, family members and formal representatives such as MP’s, councillors, citizen’s advice bureaus and the community legal service.
When you make a complaint, we will contact you to discuss your complaint within five working days.
When we investigate your complaint, we will:
If you are unhappy with the outcome of your complaint:
The Housing Ombudsman Service is set up by law to look at complaints about housing organisations registered with them, including housing associations like us. You can contact the Housing Ombudsman Service at any point during the complaint process. The assistance provided by them depends on whether you have completed our complaints procedure and when.
To find out more about the service and how it can help, please see the information leaflet and poster.
W: https://www.housing-ombudsman.org.uk/
T: 0300 111 3000
E: info@housing-ombudsman.org.uk
P: Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET
The Housing Ombudsman has put in place a Complaint Handling Code, which provides a framework to support the effective handling and prevention of complaints. The purpose of the Code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to make service improvements. Compliance with the Code forms part of the membership obligations set out in the Housing Ombudsman Scheme.
As landlords, we are encouraged to promote the Code and to share the outcome of our self-assessment with you which has been recently completed by customers and ourselves in our Complaints Engagement group.
Read our Annual Complaints Performance and Service Improvement Report (April 2023 – March 2024) here.
To find out more about your complaints and what they tell us, please go to the About Us page of our website, where you can read about our performance.
