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Improvements by Orbit

When we plan to make improvements to your home, we will contact you well in advance to let you know the type of work we plan to carry out such as:

  • a kitchen or bathroom replacement if you are a tenant; or
  • improvements to your residential block if you are a leaseholder or tenant.

You can find out more about how we plan improvements and how we will communicate with you throughout:

If you are a leaseholder, please see our information about charges for major repairs and improvements and the Section 20 consultation process.

We appreciate that making improvements may cause disruption and we will work closely with you to minimise any issues.

Types of improvements

For some types of improvements, such as kitchen replacements, you will be able to make choices about the design and fitting, for example the finish of kitchen cupboard doors. We'll let you know how to do this when we contact you about the planned improvements.

You can find out more about specific types of improvements in the information sheets below.

If you are receiving a new kitchen our video will help you understand all of the steps, from start to finish. The video also provides you with some useful tips to help make everything run smoothly while the work is being done.

When work begins

We use external contractors to carry out major work. These contractors will always carry photo ID. They’ll always tell you before they visit your home, unless it is an emergency. Stay safe: don’t let anyone into your home that you aren’t expecting and who can’t prove they are representing us. Contact us to check their identification.

Our contractors sign up to a code of conduct. They agree to uphold our values of honesty, partnership, innovation, respect and excellence. Their behaviour in and around your home is key to the success of our service.

We will arrange and oversee projects. Most major work programmes have the following:

  • a project manager who oversees the work;
  • a clerk of works who supervises the work, checks that it’s of good quality and that you’re happy; and
  • a resident liaison officer who will keep you informed as work progresses.

These people will introduce themselves at the beginning of a project. It’s unusual for us to carry out major work to just one home. Projects will normally happen across schemes or estates, so staff and contractors are likely to be on site for several weeks.

We’ll inspect all major works when they’re finished. If you’re unhappy at any stage during the work, please contact your Project Manager or resident liaison officer. If you have any issues in the weeks and months after the work has finished, please contact us. We want to hear your opinions and experiences so we can improve future services. You might be asked questions in a telephone or SMS text survey.

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