Digital Customer Services

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 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 get help and support in an instant by chatting with us online.

Look out for the icon in the bottom right-hand corner of your screen.

You can access a wide range of support through our virtual chatbot - Orbot, by typing a keyword or selecting one of the options from the menu.

We check Orbot’s knowledge base to constantly help improve and tailor the service to what you need the most help and support with.

If you have a more complex query or would like to speak to one of our team instead, you can do this at any time by selecting ‘Start live chat’ from the top menu of the chatbot or by simply typing ‘Live chat’ and pressing send in the message box of the chat window.

Find out more here

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) 

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 

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)