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Comments, Compliments and Complaints

We aim to provide all our customers with the best possible service.  You can help us to make sure we are doing this by letting us know your views.  We welcome all feedback as this helps us to see how we are doing and helps us find ways to improve our services. Download a copy of the Complaints and Feedback leaflet that is relevant to your area:

Orbit Heart of England
Orbit East
Orbit South




Compliments received for a job well done, or recognition of a process that works well and exceeds expectations will be recorded.  Identifying areas where our customers are happy with our service will enable us to share good practice within Orbit.   You can share your compliments with us by emailing info@orbit.org.uk or calling our Customer Service Centre.

Negative Feedback

Our aim is to resolve any problems at the earliest opportunity, without you needing to make a formal complaint.  We will record negative feedback when you express dissatisfaction about a service received, or you wish to make a suggestion for an improvement.  You can give us your feedback by emailing info@orbit.org.uk or calling our Customer Service Centre.



In most cases we can sort out the problem immediately.   However, if you are not happy with the way we dealt with your problem and you want to take the matter further, we can investigate your complaint in accordance with our Complaints Policy [pdf] 129KB


Please click below for the current Compensation Policy [pdf] 40KB. Compensation claims are processed in accordance with the Complaints Policy unless we advise you otherwise.


Contacting us

  • Email us on info@orbit.org.uk

  • Complete our online form

  • Telephone the Customer Service Centre where we will aim to resolve your problem

  • Call in or write to your local office local office

  • Download and complete the relevant leaflet  for your area and return to us:

    Orbit Heart of England
    Orbit East
    Orbit South

  • Ask a third party (family member of friend etc) to contact us (with your permission)

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