Report it

Use this form to report any damp or mould to us so that we can investigate and agree a way forward.

If you are an Orbit customer please help keep your community free from anti-social behaviour by letting us know about any incidents in your local area. To find out answers to your frequently asked questions or to report an incident please visit Report anti-social behaviour.

We want to make sure all our homes are occupied by those to whom they have been allocated, and that empty properties can be re-let quickly to those who genuinely need them.

If you believe one of our properties may have been abandoned, please let us know by providing the following information:

• Property address

• How long the property has been abandoned / when you last saw someone at the property

• Suspected reason for abandonment (if you know)

• Whether the property is secure (if you know)

• Any other relevant details

You can let us know via our website or by email, telephone and in writing.

We are committed to providing safe and secure homes to people who need them. That’s why we have specialist teams working with the Police and Local Authorities to investigate reports of fraud, so we can prosecute individuals and recover properties for people who genuinely need them. 

If you suspect someone of committing tenancy fraud, let us know by completing this short form so we can take action. We’ll keep your report confidential and will not use or share your details with anyone without your permission.

If you think you may be living in one of our properties illegally, please contact us to discuss your options, as we may be able to help.

You can read our Tenancy fraud policy here.

We understand there is a lot to deal with when a loved one, family member or friend passes away. Please contact us as soon as possible, and we will do all we can to help make the process easier.

Whether you contact us online, by phone or in writing, we’ll need the following information:

• Name and address of the customer

• The date they passed away

• The name and contact details of executor or personal representative

• Your relationship to the customer

• Whether the property is secure and who has the keys

• Whether anyone else lives at the property and if they’d like to stay there

The tenancy needs to be ended by the executor or personal representative in writing, giving a minimum of four weeks’ notice, to end on a Sunday following the date we receive it. 

We also need a copy of the death certificate, stating the address of the property, emailed or posted via contact us

Rent will be payable until the tenancy end date, and the executor or personal representative can find out the balance on the rent account at any time, by contacting us

All items must be removed from the property. If any items aren’t wanted or needed by family members, we recommend contacting local charities to find out how to donate to them.

The keys must also be returned at the end of the tenancy, and we’d suggest sending them by recorded or registered post. Once we receive notification that a customer has passed away and the notice to end the tenancy, we will advise the executor or personal representative of the tenancy end date, rent balance and where the keys should be returned to.

Please remember, you will need to contact utility providers and the council tax team as well as any benefits agencies, if applicable. You should also take meter readings at the end of the tenancy and consider redirecting mail.

For bereavement support, contact the National Bereavement Service.

If you have a joint tenancy and your joint tenant has passed away, it is likely the tenancy will automatically transfer into your name (or the customer’s sole name if you’re enquiring on their behalf), unless it has already passed upon the death of another customer.

You’ll need the following information when contacting us to let us know about the death of a joint tenant:

• Name of the customer

• Customer address

• The date they passed away

• The name and contact details of executor or personal representative

We will confirm any changes to you in writing.

If you or someone else is living in the property, but are not a joint tenant, you or that person may have the right to succeed the tenancy. You can apply to do so by contacting us.

As well as the information above, we’ll also need evidence or your relationship to the customer (birth or marriage certificate) and evidence of your length of occupancy (council tax bill or bank statement) as well as a copy of the death certificate by contacting us.

We will confirm in writing as soon as possible whether you have the right to succeed the tenancy. 

If you do, but the property is larger than you need or has been adapted to suit certain disabilities you don’t have, we may offer you an alternative or help you find a suitable move. If you don’t, we’ll give all the help and advice we can to find alternative accommodation.

We understand this is a difficult time. For bereavement support, please contact the National Bereavement Service.

We work closely with the Police, Local Authorities and Environmental Health to tackle hate crime, and define a hate incident as:

“Any behaviour which is deliberately intended to harm or intimidate a person(s) which is perceived by the complainant(s) or any other person(s) as being motivated by prejudice or hate. It may or may not constitute a criminal offence.”

Examples include:

• abusive or threatening behaviour or comments
• deliberate and targeted acts intended to deter someone from peacefully living in their home, or to force them to move away
• graffiti
• intimidation and torment
• physical attacks on people or property

If you need to report an incident to us, you should do so within 72 hours of the incident and have already obtained a crime reference number from the Police in this time, if possible. 

We take all allegations seriously and are committed to using all available tools and powers to help resolve issues. We do ask that you work with us to support the actions and recommendations we put forward following an investigation.

You can report allegations either by completing our online form, by contacting us.

If you have been affected by hate crime and need further support, you can find more information on the Government website.

Our Hate Incidents Policy outlines how we will manage allegations.

Domestic abuse, also known as domestic violence, is a pattern of abusive and controlling behaviour that often escalates over time. It can include emotional and financial abuse, physical assault, psychological abuse, sexual abuse and rape, threats, harassment and intimidation.

It is more common than people think and can affect absolutely anyone in any type of relationship.

Above all, domestic abuse is a crime and should be reported to the Police, who will be able to help and protect you. 

If you are in immediate danger or an emergency situation, call them on 999. If it’s not an emergency, you can contact your local neighbourhood policing team on 101.

If you feel like you can’t contact the Police, either for yourself or on behalf of someone you know, you can call the National Domestic Abuse helpline free, any time of the day for help and advice, on 0808 2000 247.

For more information, visit our Domestic Abuse page or take a look at our Domestic Abuse Policy.

We believe that everyone’s safety, welfare and protection is paramount.

We work closely with local authorities to help them deliver their statutory obligations, by identifying and raising the alarm on potential safeguarding issues.

If you’re concerned about someone’s safety or wellbeing, please report it to your Local Authority’s Safeguarding Team.

You can also contact the Police on 999 if you or anyone else is at immediate risk of harm.

If you have concerns about the welfare of a child, you can also contact the NSPCC online or by calling 0808 800 5000. 

Children looking directly for support can contact Childline online or by calling 0800 1111.

For more information take a look at our Safeguarding Policy.