Our Tenant Satisfaction Measures

Learn more about our latest customer satisfaction and health & safety performance by visiting our TSM page here.

Complaints & Compliments Policy and Procedure

We sincerely welcome complaints and compliments from anybody who has received either a poor or good service from Orwell. In this section you will find all the information relevant to complaints.

Complaints Banner

Policy statement


Orwell sincerely welcomes complaints and compliments from anybody who has received a service from Orwell. We welcome and value this feedback because, without it, we would not be able to learn from and correct our mistakes; similarly, it is good to know when we have got the service right.

If you want to make a complaint, please fill out our complaints form here.

Orwell is committed to being compliant with the Housing Ombudsman Complaint Handling Code.

The purpose of this self-assessment is to identify where we are already compliant and identify any areas where we can make improvements. All questions were provided by the Housing Ombudsman.

The forms can be found below.

This page was updated on the 6th June 2024. If you have any questions, please visit the contact us page here.

Complaints Compliments Policy Procedure April 2024 Update

pdf - 172Kb

Summary Of Orwells Complaints Performance 2023

pdf - 115Kb

Unacceptable Behaviour And Unreasonable Demands Policy And Procedure

pdf - 139Kb

Self Assessment April 2024

pdf - 283Kb

Accessible Documents

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