We are pleased to announce the launch of our new website – you can read more here.
We’re continuing to make changes to our digital offer, whilst maintaining more traditional contact methods for those who need them. We continue to offer you the option to have face-to-face conversations and telephone calls with employees, as well as some alternative channels which can be accessed at any time, from anywhere!
In March 2020, we launched our improved messaging service, which includes the ability to send multi-media messages and short notification emails, as well as SMS text messages - an instant form of contact enabling us to send quicker updates compared to letters.
Using this multi- channel notification tool, we’re able to send messages more efficiently, so more of our teams have been able to contact you. Many customers benefitted right away, receiving wellbeing messages regarding the coronavirus pandemic quickly and easily, straight to their mobile phone. Our research has told us that more and more customers are accessing our digital services using mobile phones and we want to be able to communicate in the easiest way possible. By using text and multi-media messaging to enhance our existing channels of communications, we’re able to get important updates to you even if you’re not in. We’re also continuing to work on improving our repair notification process with our contractors, using the benefits of SMS.
Last June, we launched a chatbot to answer your questions about coronavirus and frequently asked queries relating to your tenancy. A chatbot is a tool that can be used to ‘chat online’ via text or text-to-speech instead of talking with someone on the phone. The bot interprets the words you provide in the chat window and gives either a pre-set answer or helps guide you through a set of commonly asked queries to find you the right answer. It doesn’t replace human contact, but it does give you quick answers to the questions that our customers ask us most often.
We’re also working on improvements to MyAccount – look out for more details coming soon!
We’re always working hard to improve your overall customer experience and if you would like to be involved in shaping our digital channels, we would love to hear from you. For more information about how you can get involved please visit our Get Involved page.
We’re also now on Instagram! Stay up-to-date with all things Orbit and follow our new Instagram account @OrbitGroupUK. From local customer events, to top tips and offers, we will be sharing our latest updates with you through this new channel. We look forward to staying connected through social media – why not give us a follow?