Digital Customer Services

Our customer website is available for you 24/7 with:

• Vital information, including service updates
• FAQs
• Handy how-tos
• Community news and your stories
• Ways to contact us or report something.

To find out what else is available on our website and a guide on how to use the accessibility tool which features things like 'read aloud' and a language translator, please visit our FAQ page. We hope you find it useful and as always, value your feedback.

You can easily find Celeste by looking for the icon: 

Just type 'Celeste' into the ‘Your Message’ section of Celeste to take a tour of how Celeste the chatbot works.

You can access support through Celeste by typing a keyword or selecting one of the options available for you to choose from.

We check and review Celeste’s knowledge with continued conversations to make sure you can get the help you need.

Key tips:

• Use short sentences
• Check for spelling mistakes or typos
• If Celeste does not have the answer to your question, your question will be recognised as a suggestion, allowing us to make continuous improvements.

Celeste can help to answer your questions when you call us outside of our normal business hours (between 8pm and 8am weekdays, after 1pm on Saturday and all day on Sunday). The voice recognition capability allows you to get the support, guidance and information you need at a time that is convenient for you.

We have been making improvements to our Live Chat service, which will now be available between 9am and 5pm Monday to Friday. You can use this service to reach our friendly teams for any questions about your tenancy, rent or repairs. 

To start a chat, visit the Customer Hub Contact Us Page and click on the live chat button, located on the right-hand side of the webpage

Live chat allows you to speak directly with one of our advisors. It works as a pop-up chat window within the website.

Unlike our chatbot, Celeste, who is a virtual assistant, you will speak directly to an advisor online who will type a message back to you. It is a convenient way to ask questions without having to pick up the phone.

Visit the contact us page to use our live chat today

Facebook –The Obit Help Facebook page has been created for our customers to ask questions and receive information from us and keep up to date with Orbit news. Our operating hours on Facebook are between 8am-8pm, Monday to Friday, and 8am to 1pm Saturday.  Follow us here: (https://facebook.com/orbithelp) 

Twitter– Our Twitter account is managed 8am-8pm weekdays and 8am-1pm on a Saturday. For customer queries, please tweet @OrbitHelp or follow us for information, support and updates.

Instagram– Stay up-to-date with all things Orbit and follow our corporate Instagram account @OrbitGroupUK. We will be sharing our latest updates with you through this channel. We look forward to staying connected through social media – why not give us a follow? (https://instagram.com/orbitgroupuk)  

YouTube–  (https://www.youtube.com/orbithousinggroup) This hosts some of our videos like the fix it videos you can find: https://www.orbitcustomerhub.org.uk/fix-it-gallery/ 

LinkedIn– As a business, we operate in a dynamic and flexible environment with a strong performance culture, attracting and retaining the best talent. Our values-led approach means that our employees are passionate about achieving our vision; to lead in building thriving communities. Follow us to keep up to date with our events and job vacancies. https://www.linkedin.com/company/orbit-group 

Accessing our services and your personal information is easy, safe and convenient. Join thousands of our customers already benefiting from myAccount.

You’re in control 

• Self-register for myAccount
• You’ll be able to update your communications and marketing preferences and opt into the information you want to receive
• Update your contact details
• Give third party access to an approved person
• Make amends to your personal details in real-time, meaning they will be updated with immediate effect.

We have put together some useful explainer guides and videos to help you navigate the new myAccount portal: (https://www.orbitcustomerhub.org.uk/myaccount/myaccount-guidance/)

Our improved messaging service includes the ability to send:

• Picture messages,
• Emails
• SMS text messages.

An instant way to get in contact with you quickly and easily, giving you key information, such as wellbeing messages or information regarding your home and any support available to you, straight to your mobile phone.

We’re continuing to work on improving our repair notification process with our contractors, using the benefits of texts: https://www.orbitcustomerhub.org.uk/orbit-life-winter-2021/new-ways-to-make-keeping-in-touch-easier/

‘Your Voice’ is an award winning online platform for our customers. It gives you the opportunity to provide feedback on your experiences and make recommendations for improvement on things that matter to you and your community.

Get involved with Your Voice.

You can also log on to myAccount to manage your account, or if your query is in relation to your balance, make a payment or update your details.

Please note: If you are a home owner or a shared ownership customer and have a query, please email HomeOwnership.Services@orbit.org.uk

Here is a list of some topics you can query using the contact form:

• Booking a repair
• Tenancy query (excluding anti-social behaviour – find out more here)
• Service charges
• Buying your home
• Housing Benefit query
• Universal Credit query
• Rent account query
• Rent account (legal enquires)
• Home improvements (find out more here)