We know that sometimes things can go wrong. When this happens, we want to know about it so that we can put things right. Our Complaints Policy explains more about how we manage your complaints and what you can expect from us if you do complain.
As part of our Complaints Policy, we have adopted the Housing Ombudsman’s definition of a complaint. We consider a complaint to be:
“an expression of dissatisfaction, however made, about the standard of service, actions, or lack of action by Orbit, our own staff, or those acting on our behalf, affecting an individual customer or group of customers.”
There are however some things that we won’t investigate as part of our complaint’s procedure. You can find out more detail on this in our Complaints Policy. Some examples are provided below.
There may be occasions when we don’t accept a complaint in line with our policy. If this happens, we will explain to you’re the reasons for this, and write to you to confirm this.
If you are an existing customer, the easiest way to make a complaint is through your myAccount portal.
If you are not an existing customer or you do not have an online account with us, then you can get in touch to tell us about your complaint by filling in our complaints form.
If you do make a complaint to us, please explain your issue fully. This can include providing any dates or background information, and explaining what you would like to happen to resolve your issue.
When you make a complaint, we will carry out an initial assessment to understand what the best way to resolve your issues will be. We will contact you to discuss your complaint within three working days.
When we investigate your complaint, we will:
If you are unhappy with the outcome of your complaint:
There may be occasions where we refuse to review a complaint in line with our policy. If this happens, we will discuss this with you, and write to you to confirm our reasons for this.
If you are still unhappy with the outcome of your complaint once you have exhausted our internal complaints procedure, you can refer your complaint to an independent designated person – such as a local MP or Councillor. They will determine whether to contact us on your behalf or refer you to the Housing Ombudsman.
You can also contact the Housing Ombudsman directly as follows:
Harbour Exchange Square
Isle of Dogs
Tel no: 0300 111 3000
The Housing Ombudsman has put in place a Complaint Handling Code, which provides a framework to support the effective handling and prevention of complaints. The purpose of the Code is to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to make service improvements. Compliance with the Code forms part of the membership obligations set out in the Housing Ombudsman Scheme.
Landlords are encouraged to promote the Code and to share the outcome of their self-assessment with residents. You can read our current self-assessment here.