Notices

1. Later Living

We’re working with an independent market research company, The Leadership Factor (TLF), to seek customers views on ‘Later Living‘ housing options. TLF will contact around 650 customers aged 50 or above between 19 June and 1 August 2025. We are keen to understand what type of housing customers are looking to access as they grow older and where they would go to obtain information and advice. This feedback will help us shape our plans for ‘Later Living’ options that we may look to provide in the future.  The survey should take around 12 minutes to complete.

2. Annual Voice survey

Last year, we launched a new survey which captures customers’ views on a range of subjects including: views on the environment, continued impact of cost of living, understanding and accessing our Better Days support programme, health and wellbeing, and more. This survey is being repeated every year so we can track trends over time. We will be sharing results of this first survey in the autumn. In the meantime, we invite you to have a look at our Tenant Satisfaction Measure survey results here. Link to: https://www.orbitcustomerhub.org.uk/how-were-doing/ The Leadership Factor will be phoning about 1,200 customers between 13 August and 17 October 2025. The survey should take around 15 minutes to complete.

3. Tenant Satisfaction Measures

All registered housing providers in England like us, are required to report on a standard set of measures known as ‘Tenant Satisfaction Measures’. We are now in the third year of reporting these to the Regulator of Social Housing (RSH).  You can read more about the Tenant Satisfaction Measures and view latest results here These measures aim to:

• Show how we are performing in delivering our key services to you
• Draw attention to areas of the service that we need to improve  
• Make sure we meet regulatory standards by capturing and reporting this information. 

We’re working alongside an independent market research company, Opinion Research Services Ltd, who carry out these telephone surveys on our behalf. The next round of surveys will go live on 21 July and run until 1 September 2025. If you receive a call from them (their phone number is 02476 997501), we encourage you to share your experiences with them, both the good and the not so good. The survey should only take about eight minutes to complete.

Frequently asked questions

For each survey, we provide a randomised sample list for the Independent Market Research company to use to contact the agreed number of customers for each project. This list will not include anyone who has opted out of surveys, and will only include customers where we hold a valid telephone number.

You don’t have to take part in any of our surveys, but we really hope that you’ll tell us what you think – good or bad.

Will I be identified from the surveys and how will my personal information be used?

We understand your privacy is important. No one is identifiable when we take a look at the survey results and these are analysed by region and as a whole. All data will be used in line with our Privacy Policy.

Can I opt out of receiving surveys?

Yes, of course you can. We’re always grateful for you to share your views with us, however, we respect your privacy too. Details about your right to opt-out can be found in our Privacy Policy. Anyone who has already opted out will not be included in the survey.

We’re excited to share some changes we’re making to help you get even better, more local support from us.

You’ve told us that you want a more local service from us, so we’re making changes to do just that. Over the next few weeks, we’ll be introducing new Neighbourhood Managers – a friendly face who’ll be there to look after you and your area. They’ll be a dedicated person you can turn to for anything about your home, tenancy, or community, and this role will replace Property Managers and Tenancy Services Officers. We’ll introduce you to your Neighbourhood Manager in the next few weeks.

What’s next?

Right now, we’re working behind the scenes to make these changes, but don’t worry, we’re still here for you. If you have an existing query or case, this will still be in hand. We’re on it and will get back to you. You can keep using all our services as usual, and if you need to contact us, you can find out all the ways to reach us on our Contact Us page.

We’ll be in touch soon to tell you more about your new Neighbourhood Manager, so keep an eye out for updates. In the meantime, your Neighbourhood Manager will say hello if they’re out and about in your community.

Joe Brownless

Chief Customer Officer