I’ve previously shared with you our aim to provide you with the best customer experience of any housing association in the country by 2030. There’s a lot to do, but we have a plan that will help us achieve this. It’s been shaped by your feedback and covers all the improvements we’re making so we can deliver the best service to you, and it’s called Everyday Excellence.
You’ve told us that we needed to make it easier to get in touch with the right person who can help. That you wanted a choice of how and when you can contact us, and when you do contact us, that we’re more consistent. You want us to be more proactive – to keep you informed about what’s happening and, if you have an open query, to keep you updated so you don’t need to chase us. So, this is what we’re doing:
- We’re introducing Neighbourhood Managers - a dedicated person you can turn to for anything about your home or community. Your Neighbourhood Manager will spend time in your community, and they’ll be in your neighbourhood very soon. As I’m sure you can appreciate, there’s been a lot to do in the background to get set up for this change. We’re just finalising things and will share details of your Neighbourhood Manager next month. For now, if you need us, you can still get in touch through our usual channels.
- We want to make it easier for you for you to contact us, whether it's face-to-face, on the phone, or online. We’re working on a new customer portal which will replace myAccount. This will be simpler and easier to use from day one, and we’ll be adding new features over time including how to raise and track a repair and giving you access to all your documents. You’ll be hearing from us in the New Year about what this means for you.
- We’ve made it better when you call us, with an improved phone menu so it’s easier to reach the right person first time, with upskilled Customer Care teams who can resolve more of your queries without the need to transfer your call to someone else.
However you choose to contact us, we’ve set ourselves the target that 80% of all your queries will be managed at first point of contact. For the remaining 20% - those queries that are a little more complex - you’ll have the details of exactly who will be your Orbit contact looking into it for you. It will take time to achieve this, but we’re already seeing improvements and I hope you are too.
Keeping your home safe and well maintained
We’re also making good progress bringing on board new partners for our repairs and maintenance services for 2027. This is a lengthy process but an important one. Thank you to everyone who responded to our repairs and maintenance services survey earlier this year. Your feedback will help us deliver services that meet your needs.
Designing a better future, together
We have so much more planned and a lot to do. My team is fully committed to making this happen, but we can’t do this without your help.
Feedback about your home and our services is absolutely vital and helps us do better. There are many ways you can do this, from attending in-person and online events, to quick and easy surveys, polls, and feedback forms. You can find out more on the Customer Engagement page of our website or email us at customer.engagement@orbit.org.uk.
Keeping in touch
Finally, I want to say thank you. We know we don’t always get everything right, but we’re focused on making changes and I hope you feel the difference as our plans progress. I’ll keep you updated and don’t forget you can read our latest news in Orbit Life magazine and on our customer website.
Get involved in the conversation and stay up to date by following us on Facebook @OrbitHousing
Phil Andrew
Chief Executive Officer
