Complaint Satisfaction
143.63 KB
Survey Feedback.
We listen. We learn. We improve.
Twice a year, we share fresh insights from customer feedback, showing what is working, what is not, and how your voice drives change.
At Orwell, our customers are at the heart of everything we do.
That is why we are committed to building meaningful, two-way relationships with the people we serve.
Our Customer Engagement Strategy 2024–2027 sets out a clear vision: to ensure every customer has a voice and feels heard across all areas of Orwell.
A key pillar of this strategy is listening to what our customers are telling us. Customer insight means more than just collecting data; it’s about understanding your experiences, interpreting your feedback and using it to shape and improve the services we deliver.
We have set ourselves ambitious goals to help us stay accountable:
- Customer satisfaction with housing services: 92% by the end of the strategy (currently at 90%)
- Survey participation: 20% on the majority of customer surveys
Below, you will find infographics highlighting our year-to-date results for 2025, alongside previous data to give you a snapshot of how your feedback is already making a difference.
We would like to say thank you to everyone who took the time to share their views. Your voice matters and as we look to the future, we invite even more of you to get involved and help shape the next chapter of Orwell.
Resources & downloads.
Below you can find easy read and pictorial guides to help you if you need support, or contact us using the form below.
pdf
pdf
Customer Move In Satisfaction (2 months)
3.85 MB
pdf
New Development Satisfaction
136.51 KB
pdf
Programme Works Satisfaction
3.80 MB
pdf
Repairs Satisfaction
180.05 KB
pdf
Temporary Supported Housing (Domestic Abuse)
123.88 KB
pdf
Temporary Supported Housing (Ongoing)
131.48 KB
pdf
Tenancy Sustainment Satisfaction
130.31 KB
pdf
ASB Satisfaction
157.15 KB
pdf
Shared Ownership Satisfaction
131.40 KB
pdf
Temporary Supported Housing (Move In)
108.35 KB
2024 Results
2023 Results
Anti-social behaviour
33.3%
Satisfied with the ease of reporting ASB or noise nuisance to Orwell
33.3%
Satisfied with the empathy and understanding of the officer dealing with your case
33.3%
Satisfied with how well you were kept informed about the progress of your case
Complaints
48.1%
Satisfied with how well you were kept informed about the progress of your complaint
44.4%
Satisfied that all points of your complaint were dealt with
50.0%
Satisfied with the level of customer service from the member of staff who dealt with the complaint at each stage
End of tenancy
91.7%
Satisfied with the communication received from us throughout your tenancy
83.3%
Satisfied with the ease of contacting us throughout your tenancy
91.7%
Satisfied with the overall condition of your home throughout your tenancy
Lettings
91.4%
Satisfied with the overall lettings process
82.1%
Satisfied with the overall condition of your home at the time of letting (apart from the outstanding repairs discussed prior to moving in)
91.3%
Satisfied with the helpfulness and communication of staff dealing with your new tenancy/licence
New development
92.9%
Satisfied with the property and surrounding area
92.9%
Satisfied with the internal layout
100.0%
Satisfied with the size of rooms
85.7%
Satisfied with the internal fixtures and fittings
Programme works
84.4%
Satisfied with how we communicated with you and kept you updated relating to the work and service throughout the process.
90.5%
Satisfied with the overall quality of the work
93.2%
Satisfied with the attitude and respectfulness shown by the operative/contractor
88.4%
Satisfied with the tidiness of the operative/contractor
91.8%
Satisfied overall with the service
Repairs
91.4%
Satisfied with the quality of work
94.5%
Satisfied with the attitude and respectfulness of the contractor/operative
88.1%
Satisfied with the communication from booking through to completion
88.9%
Satisfied with the work and service provided
Tenancy sustainment
88.9%
Satisfied with the service you received from your Tenancy Sustainment Officer.
88.9%
Satisfied with Orwell’s overall tenancy sustainment services.
If you’d like to find out more or talk through your options, we’d love to hear from you.
Whether you have a question, want to find out more about our services, or would like to talk through your support options, our team is happy to hear from you.
Not found what you’re looking for? There’s plenty more support available.
Browse the pages below to find the help and guidance you need.
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