To ensure that we are providing a good level of service to our Customers, we have set a range of targets to monitor our performance.
Listed below are some of our key performance statistics, which we will update regularly, to show how we are performing. We are constantly looking of ways to improve our services to deliver the best performance possible, and Customer feedback is a really important part of this process.
If you would like to get involved in making a difference across the organisation; from giving us feedback on our services to actively holding us to account on our promises to all Customers, please contact us.
Managing Our Homes and Services
Housing Income
1.8%
Rent Arrears
This figure shows the percentage of rent not paid to Orwell. It is calculated as a percentage of our annual gross rental income.
Care Income
6.4%
Non Rent Arrears
This is income from other charges such as Care and Support charges which shows the- amount of income that has not been received. It is calculated as a percentage of the total amount due.
Housing
126.5 days
Letting our properties
This is the average time it takes us to re-let a home without support. We are working hard to reduce this so that we can house people more quickly.
Repairs
33 days
Average Repairs Response Time (Orwell Repairs Service)
This is the amount of time on average a customer waits for a non-emergency repair to be carried out by our in-house team. We are working hard to reduce this.
Repairs
15 days
Average Repairs Response Time (Contractors)
This is the amount of time on average a customer waits for a non-emergency repair to be carried out by one of our contractors.
Repairs – ORS Only
73%
Repairs Right First Time
Some of our repairs have the potential to be carried out at the first visit. This statistic measures the percentage of those repairs which we successfully complete at the first attempt.
Satisfaction
19 Current Cases
Complaints
We embrace all customer feedback, both positive and constructive, and aim to learn from our complaints. This statistic shows how many complaints we are currently working on.
More information on how we manage complaints can be found on our complaints page.
Housing
19 Current Cases
Anti Social Behaviour
We want our Orwell homes to be a safe and secure place to live and will neither tolerate nor condone antisocial behaviour.
This statistic shows how many anti social behaviour cases we are currently working on.
More information on anti social behaviour can be found on our ASB page.
Customer Satisfaction
Our data on customer satisfaction comes from surveys which we send out after certain interaction with us.
Satisfaction
91.1%
Repairs Service
Satisfaction with property repairs that have been completed.
Satisfaction
83.3%
Property Improvements
Our property improvements (such as replacement windows, door or kitchens) planned for 2023 will be starting soon.
Once we receive feedback on this work, we will show the satisfaction levels here.
Health & Safety
These figures show Orwell’s level of compliance in managing specific areas of building safety.
99.8%
Gas Safety
This is the number of Orwell properties with an up to date gas safety certificate in place where one is required.
For more information on gas safety, visit our Gas Safety page here.
99.3%
Asbestos
This statistic shows our compliance relating to our obligations for managing asbestos.
For more information about asbestos, please see our asbestos page.
100%
Legionella
Compliance with our health and safety obligations for managing legionella.
For more information about legionella, please see our legionella page.
99.5%
Fire Risk Assessment
Compliance with our health and safety obligations for managing fire safety.
For more information about fire safety, please see our fire safety page.
97.4%
Electrical
Compliance with our health and safety obligations for managing electrical safety.
45
New Homes (Completed)
Number of new homes completed in 2025.
61
New Homes (in progress)
Number of new homes in progress.
Review our 2025/2026 performance and explore the progress we have made at Orwell.
If you have any questions or concerns with regards to our performance, please contact our Customer Experience Team using the contact us page.
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