Find out the best ways to move house, manage your home and live in your community. We also have a range of special offers available exclusively for our customers, including discounts on phone lines, broadband, furniture, kitchen appliances and home contents insurance.
Paying your rent on time is really important. It helps us to maintain your home to a high standard and provide additional support if and when needed.
Paying by Direct Debit is easy and allows you to choose a payment date that suits you. You can set up a Direct Debit online using myAccount - it's quick, easy, safe and secure. You can also set up a Direct Debit with us over the phone.
For more information about Direct Debits, click here.
You are still required to pay your rent. If your ability to pay your rent is adversely affected by coronavirus, then please get in touch with us on 0800 678 1221 and we will help.
Equally it is important for those customers who can, to continue to pay their rent. This enables us to protect the vital services we provide to all our customers.
You can access free, confidential, independent advice about a variety of money worries thanks to our partner, PayPlan.
Talk to a member of the team today via phone, email, WhatsApp or live chat - visit: www.payplan.com/orbit/ and complete a contact form, selecting your preferred method of communication. You can also call PayPlan on 0800 1970 669, and can find out more by watching their introductory video here.
Whether you’re struggling with rent arrears, being contacted by creditors or receiving letters from bailiffs, please don’t panic – help is at hand.
Not only is the advice free and confidential, PayPlan is regulated by the Financial Conduct Authority (FCA) and their advice is regularly updated based on the latest Government coronavirus guidance.
Whatever your concerns are, PayPlan is here to help.
Are you spending more than you have coming in?
Just about managing your money? Living from paycheck to paycheck?
If you're eating into your savings or building up debts, you're likely to be overspending. Taking the time to manage your money can really pay off. It can help you stay on top of your bills and save £100's each year.
We work with various independent partners including Citizens Advice and Money Advice Plus. They provide a FREE confidential service offering you support and guidance by phone, text, or digitally. This service is called Jam.
Our FREE service can show you ways to:
Want to find out more?
Fill in our Jam form and our friendly independent partners will contact you.
The Money Advice Service also provides information on a wide range of issues including banking, money-saving tips and budgeting. You can use their Web Chat service, contact them via WhatsApp (+44 7701 342744), or call them on 0800 138 7777. To get started with a budgeting tool straight away, visit the Money Advice Services budget planner.
You might qualify for a reduction on your council tax bill if your income has dropped or if you started claiming benefits recently. Citizens Advice has posted useful information about council tax payments and who may qualify for a council tax reduction. You should check your local council's rules to see if you qualify. If you’re not sure, you can contact your local council to find out if you can get this additional support.
It is your responsibility to pay your rent on time, even if you are receiving benefits such as Universal Credit. It’s important that you keep up-to-date with your payments. If you’re struggling, let us know as soon as you can so we can work with you to find a solution.
If you receive Universal Credit, you will need to update your journal to record any change in landlord. If you already claim Housing Benefit, you will need to let your local council’s Housing Benefit office know about your change of address straight away.
You should also let us know of any change of situation which may affect your benefit payments. Failure to do so can lead to a cancellation of your benefits or falling behind with your rent. Click here to find out more about managing your money and benefits.
Maybe you're worried about other things, like the way you're living, money troubles or relationship issues.
We can help you. Our skilled and friendly team know life can throw up the unexpected and are here to help. We can put you in touch with the right people at the right time. We are ready when you are, don't miss out - click here to contact us and one of our team will be in touch.
If you fall into any rent arrears, please get in touch with one of our friendly advisors as soon as possible.
You may be at risk of losing your home if you do fall into arrears. We’re here to help and we have a number of options that can support you if you’re having any financial difficulties.
Please note:
Did you know that we offer a free independent debt advice service for customers who may be struggling with their finances?
Click here to complete our contact form, text ‘contact me’ with your name to 07860 017 857 or call us on 0800 678 1221 and press option 1 then option 4.
Maybe you're worried about other things, like the way you're living, money troubles or relationship issues.
We can help you. Our skilled and friendly team know life can throw up the unexpected and are here to help. We can put you in touch with the right people at the right time. We are ready when you are, don't miss out - click here to contact us and one of our team will be in touch.
You may, under the terms of your tenancy agreement, have to pay a service charge to us on top of your rent payments. The service charge will be charged to you at the same time as the rent, giving you a total charge to pay.
We work hard to make sure that the service charges you pay are fair and offer good value for money. We will review your rent once a year and will provide you with at least 28 days’ notice of any changes to your rent or service charges.
The service charge payments we collect will be used to maintain items and/or services that are not specific to your property and may be in communal or shared areas. These could be contained within your block of flats, or if you live in a house, across your wider estate. Examples of items that could be covered within the service charge include, but are not limited to:
If you live in an Independent Living scheme, this may also include scheme staffing, warden call systems, utilities for communal spaces, lifts and servicing of lifts and renewals (money which is collected for large service charge items for when they need replacing). It may also include personal charges such as wellbeing services provided within the scheme.
Your service charge is paid in advance and is based on what we expect the costs to be to maintain these services over a 12-month period, beginning in April and ending in March. At the end of each year, when we know how much has been spent, we will send you a year-end statement to show the actual costs compared to the budget, you will normally receive this between June and September.
The statement will show any underspend (surplus) or overspend (deficit), any surplus or deficit will be included within the next service charge budget. When you sign your tenancy agreement, your service charge may include a surplus or deficit brought forward from a period before you moved in.
For more information about service charges, visit our Service Charges page.
There’s a lot to think about when you’re moving. Make sure you’ve got the essentials covered:
To make sure you not only get the best possible service, but that you also have all the information you need to settle into your new home and community, we’ll visit you between nine and twelve weeks after you move in. For more information about how we manage your tenancy and new customer visits, please click here.
We will provide you with two sets of keys when you move into your new home. We only keep master keys to communal doors to blocks of flats and do not keep duplicate keys to your home.
If you lock yourself out of your home, lose or damage keys, you must arrange and pay for their replacement. Please contact us if this happens.
If you live in an Independent Living home, please speak to your Scheme Manager or an Orbit employee who works at the scheme.
You must arrange for electricity, water and council tax to be set up in your name from the start date of your tenancy. If your total rent includes any of these, we will let you know at the sign-up stage.
If your home has gas, we will let you know at the sign-up stage who your gas supplier is. If you want to change your energy suppliers, you can do so after you have signed your tenancy agreement. For tips on all sorts of money saving deals, try Martin Lewis’ MoneySavingExpert site.
When you move into your home, you will need to contact us on 0800 678 1221 to book an appointment to turn on your gas supply, ensure your boiler is working and that you have access to heating and hot water. We will do this within one working day of your call.
If you have a pre-payment meter, you must have at least £5 credit on your gas and electricity meter for us to be able to do this. We will ensure there is no debt on your meter when we sign you up. If you want to change your energy suppliers, you can do so after you have signed your tenancy agreement.
Pay less for your gas and electricity
We have teamed up with energy experts Good Switch to help you save money on your energy bills, including £25 of free energy when you switch to a participating supplier. Good Switch only works with trusted providers and every tariff is backed by 100% renewable electricity so you’re doing your bit for the environment too. They can also take you through the switch by phone - call them on freephone 0808 280 2552.
We don’t provide any carpets, curtains and white goods (i.e. fridges and ovens) and its your responsibility to purchase these items. However, if the previous customer has left carpets or curtains that are in good condition, you may keep these if you wish.
If you decide to install new flooring and particularly if this means that you are replacing wooden flooring with carpet, you will often find that the height of the carpet may not be flush with your door(s). If doors need to be adjusted for fitting of flooring, this is your responsibility. Laminate or wooden flooring is only allowed in houses and not in flats.
You are also responsible for the internal decoration of your home.
Looking for cost effective ways to furnish your home?
There are many ways to turn your new house into a cosy home without having to spend lots of money. There are options that don’t involve taking out high cost credit or borrowing beyond your means.
First of all, it’s a good idea to draw up a budget – click here for information and a handy budgeting tool.
There are different ways to buy goods and services for your home. This can be really helpful if you’re on a limited income or you’re just looking for a good deal.
With the exception of communal bins for blocks of flats, we do not provide rubbish bins. If you home does not have bins, please contact your local authority to request these. If there are costs associated with this, you are responsible for those costs.
To find out more about how to dispose of bulky waste safely and responsibly, please visit our rubbish and refuse page.
We want you to be safe and secure at home and as your landlord, we insure the structure of your home against things like fire, storms and floods.
However, it is your responsibility to insure any personal belongings that you have. Having home contents insurance can’t prevent floods, thefts or fires from happening, but it can help you get back on your feet.
Working in partnership with the Wessex Group, we can offer all customers a special household contents insurance deal with Aviva, which can be paid in monthly instalments. The policy provides cover on a ‘new for old’ basis, with the exception of linen and clothing which will be replaced at their current cost, less an amount for wear and tear at competitive rates. This means that if anything in your home is stolen or damaged, it will be replaced with a new version of the item, regardless of the age of the original.
Find out more about protecting your furniture and personal possessions by clicking here, calling 01962 892086 or emailing insuranceteam@orbit.org.uk to request an application pack.
We appreciate that owning a pet can bring positive benefits to your life and while we are happy for people to have small pets, it is your responsibility to take good care of them. You can keep small pets that are either housed in cages, bowls or tanks inside the home, which do not need to be allowed outside of the property.
Examples are small birds, fish, hamsters and house cats. In these circumstances, permission is not normally required, but only on the condition that a nuisance is not caused to your neighbours, nor any damage caused to any part of the property (including communal areas).
If you live in a flat, or maisonette without your own front door to outside areas, you will not be allowed to keep dogs or cats (unless a house cat – one that does not go outside). However, if you live in an Independent Living property you can apply to own a dog and each application will be considered individually. For further information please ask an employee on site.
Permission to keep pets that are required as an aid to customers with a visual, hearing or sensory difficulty, or any other disability will not normally be refused.
If you wish to own a different type of pet other than the ones listed above, you must first obtain our written permission. When reviewing a request, we will consider the following:
Our ‘Manage my home’ page contains information about all aspects of looking after your home including repairs, improvements, home safety and home security.
We want to make sure you live in a home that is in good condition, safe and secure, so please let us know if there is anything that needs to be repaired as soon as possible using the live chat function on our website.
You should also check if the repair is our responsibility - many minor repairs will be your responsibility.
You can raise a repair online, including booking your preferred date and time via myAccount. You can also view previous repairs appointments and raise a repair to a communal area.
For any emergency repairs, you can call us on 0800 678 1221.
If you live in one of our Independent Living schemes, please speak to your scheme manager or an Orbit employee who works at the scheme if you are unable to report a repair yourself.
You also have some responsibilities when it comes to looking after your home and completing minor repairs. You can find more information on the repairs you are responsible for completing, along with some hints and tips to help you to do these here.
Examples of repairs that you are responsible for*:
*Some of these items may be considered as communal repairs in our Independent Living schemes. If you’re unsure, please speak to your Scheme Manager or an Orbit employee who works at the scheme.
Following customer feedback, we have put together a series of self help fix-it videos designed to help you carry out basic Do It Yourself (DIY) maintenance around your home. The aim of these videos is to help give you the knowledge and confidence you need to carry out these minor repairs yourself without the need to contact us. You’ll be able to fix the issue more quickly and not have to make an appointment for a visit. You can view these videos here.
If your repair is an emergency, please contact us on 0800 678 1221. An emergency repair is one that presents an immediate risk to safety, security or health.
Examples of issues that would be treated as emergency repairs include:
We’ve got some helpful information here on how simple things you can do to care for your plumbing and drainage – and prevent blockages. For information about water leaks and frost damage, click here.
If you are thinking about making improvements or altering your home, you must speak to us first as you will need our written permission to carry out certain works. If you carry out any works without our permission, we may require you to restore the property to its original condition at your own cost.
Examples of changes that require permission include:
Where we do give permission, you must ensure that any changes involving electrics or gas are carried out by an appropriately qualified professional.
Fair For You is a good alternative to high-cost weekly payment stores.
Fair For You sells kitchen appliances, furniture, and other items for the home, with flexible loans and repayment options. If you don’t have good enough credit to qualify for 0% and low interest credit options, Fair For You is a good alternative to high-interest lenders and retailers. New products are added regularly to the online store.
Finance subject to status, affordability and credit checks. T&Cs apply, 18+ only. Credit provided by Fair for You Enterprise CIC, Delta View, 2309-2311 Coventry Road, Birmingham, B26 3PG.
To find out more, visit www.fairforyou.co.uk or email contactus@fairforyou.co.uk.
Other contact details are provided here: www.fairforyou.co.uk/contact-us/
There are many ways to turn your new house into a cosy home without having to spend lots of money.
First of all, it’s a good idea to draw up a budget – click here for information and a handy budgeting tool.
There are different ways to buy goods and services for your home. This can be really helpful if you’re on a limited income or you’re just looking for a good deal.
For furniture have a look at the Furniture Reuse Network (FRN).
For any individual or family member who may experience a disability, where an aid and/or adaptation is required to your home, we will work closely with our local authority partners, health professionals and other relevant agencies to provide these. For more information, click here.
Where major adaptations are required i.e. a walk-in wet room, we require full assessments from the relevant professionals and will support customers to access to the specialist assessments needed. We can complete most minor aids and adaptations without the need for a full assessment.
If you need any aids or adaptations to your home, please contact us for further advice. If you live in an Independent Living property, please speak to a scheme employee.
If you need to change your property due to your benefits, or if you need a bigger or smaller home due to a change in circumstances such as health, bereavement or pregnancy, please contact us.
There are many life events and lifestyle changes that may affect your tenancy, so please let us know so we can help you as needed in times of change.
You may need to inform us of any changes in your circumstances, such as:
For more information about life events like pregnancy, bereavement or a job loss, please visit myWellbeing, myMoney and myWork for support and advice.
Keeping you and your family safe is our number one priority and we have provided some useful information below to help ensure you are safe living in your home and community. We also have further information, guides and leaflets available on our home safety webpage.
As your landlord, we are legally required to service all gas boilers and provided appliances and test gas pipework in your home once a year. It is a condition of your tenancy agreement that you co-operate to ensure the safety of you, your family and your neighbours. We recommend that you check your heating is working before it gets cold. Turn on your system and if there appears to be an issue, please book a repair.
We will give you a copy of the gas safety certificate for the property, which tells you when the gas services were last inspected. You must give us access to carry out an annual check. For safety reasons, if you have a gas cooker this must be installed by a Gas Safe registered contractor. We do not arrange this for you.
If you smell gas or you are worried about carbon monoxide escaping, you should leave the property as soon as it is safe to do so. You
should also contact National Grid immediately on 0800 111 999 and our Customer Service Centre on 0800 678 1221. Do not use a mobile or cordless telephone unless you are outside the property away from the suspected leak. If you have difficulties hearing, you may contact the National Grid by textphone (Minicom) on 0800 371 787.
Keeping you and your family safe is our number one priority and we have provided some useful information below to help ensure you are safe living in your home and community. We also have further information, guides and leaflets available on our home safety webpage.
Carbon monoxide (CO) has no smell or taste and is not visible. It is produced when gas burns incorrectly and can kill. You may experience headaches, drowsiness, stomach and chest pain. You are most in danger whilst sleeping.
To help keep yourself and your family safe:
Keeping you and your family safe is our number one priority and we have provided some useful information below to help ensure you are safe living in your home and community. We also have further information, guides and leaflets available on our home safety webpage.
Every five years we need to carry out an electrical inspection condition report (EICR) in your home. Please grant us access when we request it.
To reduce the risk of fire or injury caused by an electrical fault:
If you smell or see burning coming from an electrical socket or the fuse board you must turn the power off at the main switch and call us immediately on 0800 678 1221. If you have a water leak and the water comes through any electrical fitting you must:
If you suspect that an appliance is faulty, please check your model and serial number, or look for the model data label. You can check if your appliance has been recalled via the Electrical Safety First website.
Keeping you and your family safe is our number one priority and we have provided some useful information below to help ensure you are safe living in your home and community. We also have further information, guides and leaflets available on our home safety webpage.
Although fires are not common, it’s important that we work together to prevent fires and that you know what to do if a fire does start. Most fires in the home can be prevented taking some precautions. For example, have a smoke alarm and test it regularly. Be aware of the risks in the kitchen, be sensible with cigarettes and candles and handle electrical appliances with care.
It is also important to understand the evacuation procedure for your building (evacuation procedures will either require you to ‘stay put’ or to ‘fully evacuate’). This information will be displayed clearly if you live in a block or building with communal areas and will also direct you to a safe meeting point. If you live in a single dwelling, the procedure you need to follow is to evacuate the building.
Keep calm and get out, closing doors behind you to slow down the spread of fire and smoke. Independent Living has a ‘stay put’ policy within most schemes - if you need to discuss this, please speak to your Scheme Manager or an Orbit employee who works at the scheme.
If you live in one of our Independent Living schemes and the procedure in your building is to ‘evacuate’, you must keep us up-to-date with any medical conditions that may prevent evacuation of your home. This includes the use of oxygen within your property.
Some fire brigades offer a free home checking service, so it maybe worth contacting them for a home safety check or additional fire safety advice. We have some really helpful information on our fire safety webpage on how you can help keep your home fire safe.
The smoke detectors in your home should be checked regularly as this will be your early warning that smoke or a fire is in progress in your home. If any of your smoke alarms go off, never assume that it is a false alarm:
We’ve developed a new fire safety app that allows you to take a virtual tour of a flat, identifying fire hazards and showing you how you can reduce your risk and save lives. When a hazard is highlighted, you can click on it to see real life examples alongside information and guidance to keep you and your family safe. Please click here to find out more.
Fire doors
Front doors in our flats and other doors in your communal areas are fire doors and are designed to withstand a fire for a minimum of 30 minutes. It is important that due to this you keep fire doors closed at all times. Your front door has a self-closing device to ensure that the door closes automatically. You must not alter this device.
If this is not working, then you must contact a professional to rectify it. You must not replace your front door without our permission. All fire doors must meet certain requirements and are certificated following installation. This is for your safety and others living and visiting the building. Your fire door is a key part of the building design to make sure that it will create a fire resisting compartment, so that in a fire emergency it will not allow fire or smoke to pass either way for a minimum of 30 minutes. If your door becomes damaged or you feel unsure about the condition, please contact us immediately.
Keeping you and your family safe is our number one priority and we have provided some useful information below to help ensure you are safe living in your home and community. We also have further information, guides and leaflets available on our home safety webpage.
If you are moving into a block of flats it is important that prior to your move you make sure you are aware of the fire strategy of the building. This information will be displayed clearly if you live in a block or building with communal areas and will also direct you to a final exit point and place of safety. Make yourself and your household familiar with the fire strategy and ensure that you inform any visitors to the building what they should do in an emergency.
If you have an automatic fire panel that covers the whole communal building, you will have detectors and sounders in your flat. We check these regularly to make sure they are working for your safety. Please ensure that you allow access to carry out these tests in line with your tenancy agreement.
Keeping you and your family safe is our number one priority and we have provided some useful information below to help ensure you are safe living in your home and community. We also have further information, guides and leaflets available on our home safety webpage.
Please make sure you keep all communal areas clear and do not obstruct doors or exits as they are fire escape routes in an emergency. Items such as prams, bikes and other possessions, if kept in communal areas, can prevent you from escaping if required and also the fire service from getting to the fire.
Refuse being left in corridors is also a fire risk and should be disposed of in the designated bin areas. Don’t smoke in communal areas.
Visit our Keep it clear webpage for more details on how to safely store your belongings
Keeping you and your family safe is our number one priority and we have provided some useful information below to help ensure you are safe living in your home and community. We also have further information, guides and leaflets available on our home safety webpage.
Fires can occur on balconies and outdoor areas, which can easily spread to inside the building. To ensure the risk of a fire starting is reduced, please adhere to the following:
Keeping you and your family safe is our number one priority and we have provided some useful information below to help ensure you are safe living in your home and community. We also have further information, guides and leaflets available on our home safety webpage.
Cladding systems on buildings are installed to the outside of a building to provide a degree of insulation and weather resistance, as well as to improve the appearance of the building.
Cladding is part of the external wall system which also includes ‘attachments’ such as balconies, drainpipes and guttering. All external wall systems including cladding, balconies and downpipes should be in good repair and firmly attached to the wall. If you notice any damage or issues, please contact us immediately to report it.
Keeping you and your family safe is our number one priority and we have provided some useful information below to help ensure you are safe living in your home and community. We also have further information, guides and leaflets available on our home safety webpage.
Legionella is a bacterium which can grow in stored or stagnant water, under certain conditions. Inhalation of infected spray or droplets of water vapour can result in Legionnaire’s disease. This is a pneumonia which may be mild and flu-like, but can be more serious, and sometimes fatal. Early treatment with the correct antibiotics is effective in most cases.
We follow a Health and Safety Executive Approved Code of Practice, carrying out regular inspection and water safety testing of shared water systems in blocks of flats. It is unlikely that you will be at risk from legionella bacteria in your home water system as mains supply water is treated by water companies. Renewal of stored water in cylinders or tanks is frequent in occupied homes, so bacteria does not have the opportunity to grow.
Keeping you and your family safe is our number one priority and we have provided some useful information below to help ensure you are safe living in your home and community. We also have further information, guides and leaflets available on our home safety webpage.
Everyone’s home gets condensation sometimes and it usually becomes more of an issue for people in the colder weather - when a lot of moisture and steam is being produced.
It can occur when you are cooking or bathing or if air is not able to circulate freely. When this damp air comes into contact with cold surfaces, it condenses back to water. Too much condensation in your home encourages mould and mildew growth and unsightly black stains to develop on your walls and in corners.
As our customer, it is your responsibility to make sure that you are managing condensation and that it does not become a problem and cause damage to the property or your belongings.
For more information on how to prevent damp and mould in your home, click here.
We want to ensure you are as comfortable in your home as you can be, and we have a range of ways we can support you with this.
Our Better Days programme is all about helping you to have a good day, every day. Whether it’s finding employment, improving your digital and money management skills, or enhancing your mental health and wellbeing, we’re here to help. Our Better Days programme helps thousands of people every year and can provide advice and support beyond your residential needs. Our expert team can offer information, advice and guidance on all our offers and opportunities.
To find out more, get in touch today:
We all want to live long, happy, healthy lives – but there can also be times when we need support with our mental health. You may be experiencing low mood, depression, anxiety or isolation but support is available to help you.
For help and support if you're feeling low, click here. Alternatively, click here to find out more about our Breathing Space mental health support programme.
We can help you. Our skilled and friendly team know life can throw up the unexpected and are here to help. We can put you in touch with the right people at the right time. We are ready when you are, don't miss out - click here to contact us and one of our team will be in touch.
Get the tools to help you be seen and heard by employers - from help and support with CV writing through to interview preparation, our employment advice team can help you find a job that works for you.
Customers who found employment through myWork can be up £600 a month better off.
To find out more, get in touch today:
Get help and advice on debt, managing your finances, earning money and banking. Whether you are struggling to pay your rent or need debt advice and support, our teams can help you to gain control of your finances.
To find out more, get in touch today:
Learn more about how we can help you get online. Our customers can apply for FREE digital skills support. This support service is tailored those who may find it difficult to attend local courses and training and is delivered online and via the telephone.
To find out more, get in touch today:
We offer free support with our Tenancy Coaches. Our skilled team know that life can sometimes throw unexpected things your way, if you need any extra support we can help with the following:
Our Tenancy Coaches provide support with all areas of managing your tenancy and your home.
1. Keys to a successful Orbit tenancy - find out how to be successful in your tenancy by understanding your rights and responsibilities as an Orbit customer
2. Managing the unexpected – learn how to plan for the future and save for a rainy day
3. Being a good neighbour – identify areas of support within the community and recognise the impact of anti-social behaviour
4. Living in a thriving community – support your community in a positive way. Ideal for new customers, young people or anyone who feels isolated
5. Thinking about work – uncover the benefits of working and how it can have a positive impact on your life
6. Making positive changes – recognise how small changes can have a huge impact on your life
7. Fire safety in the home – learn about fire safety in the home, how to prevent fires from starting and what to do if one does
8. Universal Credit (UC), benefits and you – learn all about UC and other benefits such as how to apply and what it could mean for you.
To find out more, get in touch today:
We are committed to providing a range of opportunities for you to feedback on your experience, review our performance, help us to make decisions and shape ways we can improve. Customer involvement helps us to understand the topics that matter most to you and your community. It allows us to work together to improve our services.
We have a number of ways you can get involved with Orbit and get connected with your local community. You can get involved from home, in person, over the phone or online.
You can make a real difference by getting involved and helping us shape our services. You don’t need to have any experience or take part in every activity - you give as much of your time as you choose and decide what interests you.
Whether you have a few minutes to vote in an online poll, take part in local activities or if see yourself sitting on our Customer & Communities Board, we have a range of exciting and engaging options to suit you.
For more information, visit our get involved webpage.
Your Voice is our online engagement platform and is the easiest way for you to chat with other customers about things that interest you, get involved to improve our services, feedback on your experiences and comment on our performance. You can join your local community group on Your Voice and you can also join the Better Days group, to find out more about how we can support you with your wellbeing, money management, digital skills and career journey. To sign up and get started, visit Your Voice.
All in one place, you can:
You do not need to have any experience in customer involvement and you don’t have to take part in every activity – you may give as much of your time as you choose and decide which activities you want to participate in.
Our e-zine is the best way to stay up to date on our activities and upcoming opportunities that you can get involved in. This includes upcoming digital activities and conference calls on a variety of topics, training sessions, events and an overview of how your feedback has made a difference. To find out more click here.
You can also email the Customer Engagement team at customer.engagement@orbit.org.uk
We expect you to look after your home, garden and surrounding spaces. We also expect you to take responsibility for your own behaviour and that of anyone living with you, including children and any visitors.
When you move into your new home, you will become part of a wider, local community. We want everyone in our homes to live in a community that is clean, tidy and safe and we want to make you aware of your responsibilities as part of your community.
What we need from you:
Do you know or think someone may be renting out their house unlawfully? If so, please visit our tenancy fraud page for more information about what to do.
We are clear as to what we consider to be anti-social behaviour and we will take action against it and any individual causing it. We will also provide support to any people affected by it and/or witnesses. We don’t deal with issues that do not fall under the criteria of what is considered anti-social behaviour.
We consider the following to be types of anti-social behaviour that we will manage in our role as your landlord
The following are not considered to be anti-social behaviour. We do not deal with these examples and expect you to manage these types of issues with your neighbours:
We may not always be the sole or lead organisation involved in managing an ASB case and we will decide if action is possible or necessary on a case-by-case basis. We will be open and transparent in order to manage customer expectations from the outset.
In situations where we do not have the powers or tools to tackle the issue, we may, if appropriate, work in partnership with other organisations (such as the Police), or signpost as necessary. If the reported incident involves a crime please also report this to the Police and provide us with the crime reference number when you contact us.
If you are at immediate risk of harm or can see that someone else is, you should dial 999 and ask for the Police.
To report anti-social behaviour, please click here or call us on 0800 678 1221.
Click here for guidance on common disputes between neighbours and how to handle them.
Sometimes problems escalate - here’s what to do if a dispute starts to turn into persistent anti-social behaviour.
In the most serious cases, we may also be able to give you assistance/ You can find more information here.
Domestic abuse, also known as domestic violence, is a pattern of abusive and controlling behaviour that often escalates over time.
It is more common than people think and can affect absolutely anyone in any type of relationship. Domestic abuse is a crime and should always be reported to the Police. The Police take domestic abuse seriously and will be able to help and protect you. They have the power to take action against people who commit the abuse and safeguard the public.
If you are worried about your own personal safety, or the safety of another family member, you can call the National Domestic Abuse helpline free, any time of the day for help and advice, on 0808 2000 247 or visit their website.
For more information, advice and support services, click here. You can also download our leaflet ‘Domestic Abuse – a Guide to Support Available’.
The Bright Sky app provides support and information for anyone experiencing domestic abuse, or anyone concerned about a friend or family member. The app can also be used by employers and service providers.
If you are in an emergency situation or feel like there’s a risk of violence to you or someone else, don’t hesitate to dial 999 and ask for the Police.
We’re passionate about caring for our planet. We expanded our Orbit Earth programme last year and developed three commitments to help us deliver on our environmental goals:
Last year, we made the switch to 100% renewable electricity at all our offices and communal spaces, and this year we made this a standard requirement in how we will buy energy in the future.
Putting our Orbit Earth vision into practice by highlighting that it is everyone’s responsibility to work more sustainably has led to a range of projects and changes driven by employees. These include:
What you can do:
We hope that you’re happy with your new home and the services that you receive from us, but if there is something that isn’t working as it should please let us know so that we can put things right.
In the first instance, please speak to one of our Customer Service Advisors who will try to resolve your issue on the phone. If we are unable to do so, we will carry out an investigation if required and agree a course of action with you.
For more information, please click here or call us on 0800 678 1221.
We want to make moving in and out of our homes as easy as possible. If you decide to move out of your home, you will need to do the following:
You can access low-cost line rental and broadband options from less than £10 per month with BT.
BT offers low-cost line rental and broadband options – subject to usage limitations – for people on eligible benefits, which can reduce the overall cost to less than £10 per month. You must confirm your eligibility with BT. You should also note that costs could rise significantly if you stop receiving benefits.
To take advantage of the offer call BT on 0800 800 864 from Monday-Friday between 8am and 6pm to request a BT Basic application form.
With the press of a button on a small wearable pendant, emergency help is on hand 24hrs a day. Security and peace of mind from just £1.73 per week + set up and equipment costs.
To talk to us about getting an alarm, call 0345 605 0551 or email us at orbit.response@orbit.org.uk. We check our prices every year to make sure we deliver great value for money.
