Notices

Help us improve your services

From 17 August to 16 October 2026, around 1,200 of our customers will be invited to take part in our Annual Voice Survey. If you're selected, our research partner, TLF Research, will contact you by phone.

Your feedback helps us understand what's important to you, what's working well, and where we need to improve.

The survey covers a range of topics that affect your experience as an Orbit customer, including the cost of living, digital services and our Better Days support and advice service. You'll also have the opportunity to share your views on our services and tell us what matters most to you.

Please pick up the call

If you're invited to take part:

• You'll receive a call from a number starting with 01484
• Calls will be made between 9:30am and 8:30pm
• The survey takes around 15 minutes to complete
• If you're busy, no problem. You can arrange a different time to suit you.

The feedback you provide is held confidentially, and reported anonymously if you prefer, by our independent provider, TLF Research.

You can see how we're performing and our previous survey results on the Customer Hub: www.orbitcustomerhub.org.uk/how-were-doing/

Why taking part matters

Your opinions and experiences matter to us. The feedback we receive helps us understand what is working well and where we can improve. Every response helps shape future services that make a real difference to you and your community.  

Your opinion makes all the difference

Last year’s survey helped us to understand the impact rising energy costs and the cost of living were having on you.  As a result, we:

• Launched our Energy Advice Service, which helped customers save over £135,000 on energy bills in its first year while generating more than £618,000 in social value.
• Secured new purchasing arrangements to ensure to help deliver better value for money and reduce the risk of future price changes. 
• Improved efficiency of our heat network services to help reduce energy use in warmer months.

About TLF Research

We've partnered with TLF Research to carry out this year's survey.

They specialise in customer research and work with housing associations and other organisations across the UK. Their interviewers are experienced, professional and committed to making the survey straightforward and convenient.

If you'd prefer your feedback to remain anonymous, they'll give you that option too.

Thank You

If you receive a call, please pick up and tell us what you think. The survey takes around 15 minutes and what you tell us will help improve services for years to come.