Orbit

We welcome your complaints, compliments and comments as this helps us to improve services for everyone. Your feedback is very important to us. We want to know what you think about us, our services and the way we deliver them.

Complaints

Unfortunately sometimes things go wrong. So if you’re not happy with one of our services or the way we have dealt with you, we want to know. This gives us the opportunity to put things right and, where necessary, change the way we work to improve our services.  In most cases we can sort out your complaint immediately but where that’s not possible the matter will be investigated and then we will tell you what we plan to do about it. However, if you are not happy with the way we dealt with you problem initially, and want to take the matter further our formal complaints process has 3 stages and is outlined in our leaflet. 
 
Comments

If you’re got an idea for improving our services we want to hear from you. Perhaps you can suggest how we can provide better value for money or do things differently in future. Just tell us and we’ll look into your suggestion, see how it might work and then let you know what we’re planning to do. 
 
Compliments

It’s always nice to get a pat on the back, and by telling us when we do a good job we can ensure that the staff responsible are properly thanked. It also helps us to identify areas of best practice which we can use to help deliver our services. We’ll let you know if we’ve been able to use your compliment to improve service delivery.

Please read ourleaflet which provides further information it also includes a form for you to record your complaint, comment or compliment which can be completed and returned to us.

Orbit Group Complaints, Compliments and Comments leaflet

You can view our Complaints, Compliments and Comments Policy in full or contact us and we will be pleased to send you a copy

Orbit Group Complaints, Compliments and Comments Policy 

You can also make a complaint, comment or compliment online by completing our online complaints, compliments and comments form

Complaints, Compliments and Comments Form

How to contact us to make a complaint

Telephone us:

• Orbit Heart of England Housing Association 0845 8 500 500
  (or 01789 404400 if your local office is Stratford–Upon-Avon)
• Orbit East 0845 600 2535
• Orbit South Housing Association 0800 678 1221
• Orbit Homes 0345 850 20 50 *Homebuy Agency and Mortgage Rescue

Write to us:
Write to us at your local office address or visit your local office.

Email us:
Email info@orbit.org.uk if your home is managed by
Orbit South Housing Association, Orbit Heart of England Housing Association or Orbit East

• Email Orbithomes.enquiries@orbit.org.uk if your home is managed by Orbit Homes