Contact us | Orbit Customer Hub

You can call us if you need to contact us about an urgent enquiry

Out of Hours Emergencies

You can call our emergency out-of-hours service on 0800 678 1221.

It is answered by a third-party provider on our behalf and is in place:

overnight (from 8pm to 8am), Monday to Saturday;
from 1pm Saturday until 8am on Monday;
and all day on bank holidays.

Emergencies are defined as any situation where there’s an immediate risk to someone’s health, safety or security, such as:

Your heating or hot water system failing
An uncontainable water leak
A complete failure of your electrics (where it isn’t an appliance or supplier issue)
A threat of severe flooding
Loss of security to entrance doors or windows.

This isn’t a complete list, but rather a few examples of what we define as an emergency.

Let us know when you call us if there are any reasonable adjustments we need to be aware of.

If we attend an out-of-hours emergency, we will make it safe then and there, but we may not be able to complete the repair. Any non-essential follow-up work will be completed in usual working hours. Any general enquiries or non-emergency calls will be referred to us to be resolved in normal working hours.

If you have a defect related emergency in a new build, check your how long your warranty is for and what it covers. Some repairs may be covered under guarantee by the builder or supplier. If you’re not sure, call us.

If you suspect a gas leak, do not use switches or appliances, open all doors and windows, extinguish all naked flames, turn off your gas supply at the gas meter, and leave the house. To report a gas related emergency, call National Grid on 0800 111 999.

You can find more information on the home safety pages of our website.

Customer Support Hub opening hours

Monday to Friday: 8am to 8pm
Saturday: 8am to 1pm

Outside of these hours, we offer an emergency service so we are open to take your calls 365 days a year, seven days a week and 24 hours a day.

Contact us by Textphone

If you have hearing loss or a speech impairment, you can call 18001 0800 678 1221.

Your phone conversation can be typed either person-to-person or via a relay assistant. Visit BT's Help and Support pages or Relay UK for more information.

Contact us by post

If you need to get in touch with us by post, please send correspondence to:

Orbit Group, PO Box 6406 , Coventry, CV3 9NB

Frequently asked questions

What do you need help with?

Home repairs

Communal areas

Manage your finances

Complaints

Home repairs

How do I book a home repair?

First of all, check if the repair is our responsibility - many minor repairs will be the customer's responsibility.

You can request a repair online, including booking your preferred date and time via myAccount. You can also view previous repairs appointments and request a repair to a communal area.

If you need to report an emergency repair, phone us as soon as possible.

Communal areas

How do I book a communal area repair?

You can request a communal area repair online via myAccount. Once we've received your request, we'll arrange for the repair to be carried out.

Please note that you won't be offered a date or time slot for the repair - we may get multiple requests for the same repair so we check all requests first to avoid duplicating repairs bookings.

If an emergency repair is needed, please phone us as soon as possible.

Manage your finances

How do I check my account balance?

You can view your rent or service charge account balance online via myAccount.

You'll also be able to view, filter and print or download details about charges and payments to your account.

I'm worried about my energy bills. What can I do?

We understand that increased energy bills at this time of year can bring a lot of stress and uncertainty. That's why we've prepared some advice on what you can do to make things a little easier.

Read our advice

Complaints

We have signed up to the Chartered Institute of Housing Complaints Charter and is committed to delivering an excellent complaints service. You can find out more about our complaints process and how you can submit a complaint on our complaints page.