Hello,
Since my last update, we’ve been working hard behind the scenes on our ‘Everyday Excellence’ plan. We’ve picked up the pace and I’m excited to share what we’ve been up to and what’s to come.
Want to know what Everyday Excellence is all about? Watch our short video.
Some of these changes might not be visible to you right now, but we’re on the road to making the services you receive better, faster, and easier, and I know you’ll see and feel this before too long. Our goal is to provide among the best customer experience of any housing association in the country by 2030.
Your neighbourhood
Our Neighbourhood Managers are out and about every day and they’re there for you.
We introduced Neighbourhood Managers because you told us you wanted a local named contact. They know your area and are ready to listen and help with things that matter to you.
Have you met your Neighbourhood Manager yet? Visit our website to find out who they are and how they can support you
Our Community Hubs are warm, welcoming spaces where you can speak to our teams and get help locally. These thriving centres are great for clubs and meeting friends and neighbours. We know how important Community Hubs are to our customers, so we have a number of these around the country, including a new Community Hub at Orchard House in Erith. And we’re not stopping there. We’re looking for opportunities to open more Hubs in the future, so watch this space.
Your home
We know that the number one priority for most customers is a good repairs service and you should be able to count on us when something needs fixing in your home.
Repairs are the next big focus for our Everyday Excellence plan. We’re looking at the whole repairs process from start to finish, listening to your feedback and working closely with our engaged customers.
We’re on track to have new services in place for April 2027, and we’ll update you again on our progress in the summer.
If you have problems with your home, remember help is always available. Our repairs responsibility tool takes the guesswork out of knowing who to contact if something goes wrong.
A service designed for you
We’re making big changes, so you have a better experience when you get in touch. And we’re already starting to see a difference.
It now takes us just under two and half minutes, on average, to answer your call when you phone our Customer Care team. We never want to keep you waiting, so this is an important improvement – and one we’ll continue to build on.
We’ve put a new system in place to manage all our customer information and contact records. So far, our Customer Care and Customer Resolutions teams are using the new system and soon everyone at Orbit will too.
What does this mean for you? This means we’ll be able to help you faster and answer more questions the first time you get in touch, no matter how you contact us, and you’ll only need to tell us something once.
I hope this shows that we’re not only listening, but we’re also acting on what we hear. As I’ve said before, we won’t always get it right, but we’re certainly going in the right direction.
Finally, I want to say thank you for being part of our community. Please keep telling us what you think and know that we’re here to support you.
Phil Andrew
Chief Executive Officer
Our customers are at the heart of everything we’re planning and doing. Find out more about all the ways you can play a part in shaping Orbit for the future. Click here to get involved. We'd love to hear from you.
