When we listen and act on your feedback, we improve our services for everyone and there are many ways you can share your views with us.
One way is to respond to the survey you might receive when you’ve experienced one of our services, such as having a repair completed in your home.
We’ve made some changes to these surveys to make them even more effective and we’re partnering with a new company called Qualtrics to carry out these surveys for us.
How does it work? If you’ve given us your mobile telephone number and/or email address, you may receive a request to provide feedback on a service.
If you receive a text message, it will come from ‘Orbithousing’ and the link will mention Qualtrics. It will look like the example below:
If you receive an email, the subject of the email will read:
We value you - share your thoughts
It will be sent from: Orbit@yourvoice.orbit.org.uk and look like the example below.
Simply click on the ‘share your feedback’ link and you’ll be taken directly to the survey.
A sample survey is shown below:
As you complete the survey, you’ll be guided through a number of questions and asked about the service you received. If your issue hasn’t been resolved, you’ll have the opportunity to ask for someone from Orbit to re-contact you. It’s important to us that you’re satisfied with the work we’ve carried or the actions we’ve taken, so we want to know if there’s more we need to do.
Frequently asked questions
Why have I been contacted to complete a survey?
We’ve asked Qualtrics to send out surveys to customers who’ve received a service from us, such as a repair in your home. You don’t have to take part, 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. If you unsubscribe from the survey you receive you will not receive any more surveys from Qualtrics asking for your feedback on your recent experience. To opt out of all surveys please read your ‘right to opt-out’ which can be found in our Privacy Policy.