Everyone’s needs are different — we’re here to help.
We want our services to be fair, inclusive and easy to use for everyone. Sometimes the usual way of doing things might not work for you — and that’s okay. Whether it’s a legal right to a reasonable adjustment, extra assistance to make things simpler, or wider support to help with life’s challenges, we’ll listen and work with you to find the best way forward. Tell us what you need, and we’ll do our best to make it work.
We’re committed to making our services fair and accessible for everyone.
Reasonable adjustments make sure you’re not at a disadvantage when using our services. They can be small changes, like giving you more time to respond to a letter, or bigger ones, like arranging a two-person visit so repairs can be done safely.
We’ll always:
Listen to your needs
Work with you to find the best solution
Be clear about what we can do, and why
Put the agreed support in place quickly
Here are some of the changes we can make:
Information in large print, audio, Braille, Easy Read or different languages
British Sign Language, interpreters or Relay UK
More time to respond to letters or forms
A quick call instead of long letters
A call or text before we visit
Extra time to answer the door
Two-person visits (e.g. to move furniture for repairs)
Flexible repair slots or home visits
A named contact so you don’t have to repeat yourself
A password for calls or visits, so you know it’s really us
If you need something else, just let us know — we’ll work it out with you.
How to ask for a reasonable adjustment
You can tell us about your needs at any time. Just get in touch by:
Filling in the contact form on our customer website
Sending an email to info@orbit.org.uk
Sending a letter to Orbit Group, PO Box 6406, Coventry, CV3 9NB
Calling our Customer Support team on 0800 678 1221, or
Speaking to one of our colleagues, such as a Scheme manager, Neighbourhood manager, Community Connector, Better Days team member or Tenancy Coach. {Link to various pages for the above teams}
We’ll confirm we’ve received your request within 2 working days
We’ll talk with you and agree what we can put in place within 10 working days (sooner if urgent)
With your permission, we’ll add this to your myAccount, so you don’t have to explain again
We’ll share only what’s needed with our teams or partner contractors, so we can deliver your service safely
If changes are temporary, we’ll agree a review date (usually after 3 months, or sooner if needed)
When we decide what’s “reasonable,” we look at whether it removes or reduces the barrier, if it’s safe, lawful and practical, and whether there’s another way that works as well or better. Whatever we decide, we’ll explain and agree next steps with you.
If your needs affect repairs, access, or evacuation, please let us know. Together, we’ll agree what our teams (and partners) need to do to keep you safe.
If you need home adaptations — such as grab rails or a level-access shower — we’ll talk through the options and signpost you to our Aids and Adaptations policy and local Disabled Facilities Grant routes.
You can choose someone to speak for you — a family member, carer, support worker or someone with Power of Attorney. We can also set a password for visits and calls so you know it’s really us.
You choose what information we record, and you can change or remove it at any time.
We keep it only as long as needed to provide your service.
We share the minimum information with our partner contractors so they can do their job safely.
Read more: Privacy Notice How to make a complaint
How to ask for help
You don’t need to wait for the “right time” — you can mention your needs whenever you’re in touch with us.
Other options available:
Filling in the contact form on our customer website
Sending an email to info@orbit.org.uk
Sending a letter to Orbit Group, PO Box 6406, Coventry, CV3 9NB
Calling our Customer Support team on 0800 678 1221, or
Speaking to one of our colleagues, such as a Scheme manager, Neighbourhood manager, Community Connector, Better Days team member or Tenancy Coach.
Sometimes you might not need a legal adjustment, but a bit of extra support would make things easier. We call this additional assistance.
This type of help is open to everyone, whatever your situation.
Here are some ways we can support you:
Reminders for appointments
Help completing forms
Referrals (with your consent) to services that can support you
People may need help for all sorts of reasons, some examples of these are:
Disability or medical conditions
Neurodiversity
Caring responsibilities
Pregnancy or new baby
Coming home from hospital
Bereavement
Language or communication needs
Domestic abuse
Money worries
Or anything else that makes daily life harder
You don’t need to wait for the “right time” — you can mention your needs whenever you’re in touch with us.
You can:
Fill in the contact form on our customer website
Send an email to info@orbit.org.uk
Send a letter to Orbit Group, PO Box 6406, Coventry, CV3 9NB
Call our Customer Support team on 0800 678 1221, or
Speak to one of our colleagues, such as a Scheme manager or Officer, Neighbourhood Manager or Better Days team member.
Wider support we can connect you to
With your consent, we can connect you to free help through our Better Days team, they can support you with:
Money and energy advice
Wellbeing and mental health support
Digital skills and employment opportunities
How to ask for help
You don’t need to wait for the “right time” — you can mention your needs whenever you’re in touch with us.
Other options available:
Filling in the contact form on our customer website
Sending an email to info@orbit.org.uk
Sending a letter to Orbit Group, PO Box 6406, Coventry, CV3 9NB
Calling our Customer Support team on 0800 678 1221, or
Speaking to one of our colleagues, such as a Scheme manager, Neighbourhood manager, Community Connector, Better Days team member or Tenancy Coach.
We respect your privacy and want you to feel confident about how we handle your information.
You choose what information we record
You can change or remove it at any time
We keep information only as long as it’s needed to provide your service
We share the minimum details with our colleagues and contractors so they can do their job safely
You can choose how we contact you through your myAccount
We may need to share your information with:
Orbit teams directly involved in your service
Contractors partners carrying out repairs or visits to your home
Specialist services, but only with your consent
We never share more than is necessary.
Under data protection law, you have the right to:
See the information we hold about you
Ask us to correct anything that isn’t right
Ask us to delete your information (where possible)
Limit how we use your information
Complain if you’re unhappy with how we’ve handled your data
How to ask for help
You don’t need to wait for the “right time” — you can mention your needs whenever you’re in touch with us.
Other options available:
Filling in the contact form on our customer website
Sending an email to info@orbit.org.uk
Sending a letter to Orbit Group, PO Box 6406, Coventry, CV3 9NB
Calling our Customer Support team on 0800 678 1221, or
Speaking to one of our colleagues, such as a Scheme manager, Neighbourhood manager, Community Connector, Better Days team member or Tenancy Coach.
As an Orbit customer, you can access our exclusive [Better Days] service. With your consent, our Better Days team can connect you to free support, advice, and guidance on a range of areas, including:
Money and energy advice — support with budgeting, debt, and keeping energy bills down
Wellbeing and mental health support — services to help you look after yourself and your family
Digital skills and employment opportunities — training and guidance to improve skills and find work
Local support networks — we can signpost to charities, community groups, or local authority services that may be useful
Tell us what you need when you contact us
We’ll explain what help is available
We’ll only refer you to another service if you agree
How to ask for help
You don’t need to wait for the “right time” — you can mention your needs whenever you’re in touch with us.
Other options available:
Filling in the contact form on our customer website
Sending an email to info@orbit.org.uk
Sending a letter to Orbit Group, PO Box 6406, Coventry, CV3 9NB
Calling our Customer Support team on 0800 678 1221, or
Speaking to one of our colleagues, such as a Scheme manager, Neighbourhood manager, Community Connector, Better Days team member or Tenancy Coach.
