Top ten complaints
1 April 2022 - 31 March 2023
We know that sometimes things can go wrong. When this happens, we want to know about it so that we can put things right. Our Complaints Policy explains more about how we manage your complaints and what you can expect from us if you do complain.
As part of our Complaints Policy, we have adopted the Housing Ombudsman’s definition of a complaint. We consider a complaint to be:
“an expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by Orbit, our own staff, or those acting on our behalf, affecting an individual customer or group of customers.”
There are however some things that we won’t investigate as part of our complaint’s procedure. You can find out more detail on this in our Complaints Policy. Some examples are provided below.
There may be occasions when we don’t accept a complaint in line with our policy. If this happens, we will explain to you’re the reasons for this, and write to you to confirm this.
If you are an existing customer, the easiest way to make a complaint is through your myAccount portal.
If you are not an existing customer or you do not have an online account with us, then you can get in touch to tell us about your complaint by filling in our complaints form.
If you are unable to submit a complaint online, we also have several alternative options for you to be able to submit a complaint. These are:
One of our dedicated team will be on hand to process your complaint for you. Where possible, we will try to resolve your complaint as soon as possible and advise a resolution at the earliest opportunity. The contact number is 0800 678 1221. If you have hearing loss or a speech impairment, you can use a textphone to contact us. You may call 18001 0800 678 1221.
If you would prefer to send us a letter regarding your complaint, please ensure this is addressed to our Customer Relations Department using the below postal address:
PO Box 6406
If you do make a complaint to us, please explain your issue fully. This can include providing any dates or background information and explaining what you would like to happen to resolve your issue.
We also accept complaints if a customer provides us with permission with representatives on your behalf. This could include anyone acting as their representative, third parties, family members and formal representatives such as MP’s, councillors, citizen’s advice bureaus and the community legal service.
When you make a complaint, we will contact you to discuss your complaint within five working days.
When we investigate your complaint, we will:
If you are unhappy with the outcome of your complaint:
There may be occasions where we refuse to review a complaint in line with our policy. If this happens, we will discuss this with you, and write to you to confirm our reasons for this.
If you are still unhappy with the outcome of your complaint once you have exhausted our internal complaints procedure, you can refer your complaint to an independent designated person – such as a local MP or Councillor. They will determine whether to contact us on your behalf or refer you to the Housing Ombudsman.
You can also contact the Housing Ombudsman directly. The Housing Ombudsman Service is set up by law to look at complaints about housing organisations registered with them, including housing associations like ourselves. You can contact the Housing Ombudsman Service at any point during the complaint process. The assistance provided by them depends on whether you have completed our complaints procedure and when.
T: 0300 111 3000
P: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
The Housing Ombudsman has put in place a Complaint Handling Code, which provides a framework to support the effective handling and prevention of complaints. The purpose of the Code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to make service improvements. Compliance with the Code forms part of the membership obligations set out in the Housing Ombudsman Scheme.
As landlords, we are encouraged to promote the Code and to share the outcome of our self-assessment with you which has been recently completed by customers and ourselves in our Complaints Engagement group. You can read our current self-assessment here.
Many of the complaints we received from October 2022 - December 2022 from our customers were related to our Responsive Repairs service. We take complaints extremely seriously and because of this feedback, we are currently working hard to review our repairs service with customers to improve the future service.
In addition to this, we have recently worked with our Independent Living team to improve the clarity of our Service Charge statement letters. Our Independent Living team have arranged meetings, prior to budgets being finalised, to give customers the opportunity to input on the layout and content of these letters, to better support letter clarity going forward.
To find out more about how you can get involved in ensuring we learn from our complaints and improve our services, please visit our ‘Get Involved’ page.