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19/06 - 17/10: Customer surveys happening in the next few months We have a number of customer surveys that are taking place between June and October. All are being conducted as telephone interviews and you may be invited to provide your views. We hope you’ll feel able to share your honest feedback which will help us shape plans and services for the future – details of each survey are provided below.
04/08 - 31/08: Introducing Neighbourhood Managers
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19/06 - 17/10: Customer surveys happening in the next few months We have a number of customer surveys that are taking place between June and October. All are being conducted as telephone interviews and you may be invited to provide your views. We hope you’ll feel able to share your honest feedback which will help us shape plans and services for the future – details of each survey are provided below.
04/08 - 31/08: Introducing Neighbourhood Managers
View All (2)
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At Orbit, we place customers at the heart of what we do. As part of this commitment we believe in being open, honest and transparent with you about what we do and how we do it. The UK Government is also introducing A Social Tenants Access to Information Requirement scheme (STAIRs for short) to help enhance transparency for tenants of housing associations like Orbit.

The information below is designed to help you access information you need to see on how we're doing, and is set up using the STAIRs classifications to help guide you to where you might want to look.

Can’t find what you’re after? You can make a request using the form below, or contact via any of our other methods of contacting us.

Published Information
Governance and decision making
Spending
Performance
Housing services
Housing stock management
Lists and registers
Social housing management

Governance and decision making

Information about Orbit, who we are, where to find us, how to contact us, how we are managed and our external relations

Information Where to access
Mission statement Our vision and values
Corporate Objectives Orbit Group 2030 Strategy
Area(s) of operation Office locations
Key activities; strategic/corporate plan(s) Orbit Group 2030 Strategy

Business Plan

 Orbit Group 2030 Strategy
Customer Code/Charter Customer Contact, Complaints Handling and Compensation Policy 
Address Details of our local offices, including addresses and opening times can be found on our local area pages
Telephone number and email address for general enquiries Contact us
General contact arrangements Get in touch
Local/area office contact details Details of our local offices, including addresses and opening times can be found on our local area pages
Contact details for making a complaint

Complaints page
List of senior management team, including professional biography and contact details Our People page
Organisational structure Organisational Structure 
Financial Returns regulator Orbit Annual Report and Financial Statements - Year end 
Charter report to tenants Annual Report to Residents
 
Orbit Annual Report and Financial Statements 2023-2024 
Internal and External Audit arrangements Orbit  Annual Report and Financial Statements - Year end 

 

Spending

We publish annual reports, business plans and financial statements which meet in full the requirements of regulators and accounting bodies. You can find these reports on our financial reports page.

You can access our most recent financial report below.

Information Where to access
Financial reports Financial reports and presentations
Annual report 2024 Our annual report & financial statements 2024

Performance

We regularly update our performance in our TSM scores and reports.

Information Where to access
Annual report Annual report 2024
Customer annual report Customer annual report for tenants
Tenant Satisfaction Measures Our TSM scores

Housing services

How we deliver our services and procedures.

Information Where to access
List of services provided Manage my home
How to report a repair Repairs page
Right to Repair information Repairs page
How to apply for a house Find a home
How to get information about tenancy support Manage my tenancy
How to make a complaint Making a complaint
How to speak to a housing officer Contact us
How we consult with tenants and other customers to inform and improve service delivery and develop new services Customer Engagement policy
Policies and procedures Our policies

 

STAIRS information request

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