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 relevent to complaints.

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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 complaint handling code self-assessment was reported to Orwell’s Board on Wednesday 16th December 2020.

Housing Ombudsman Complaints Handling Code Self Assessment Form

pdf - 165Kb

Summary Of Complaints Performance

pdf - 175Kb

Complaints Compliments Compensation Policy April 2022

pdf - 182Kb

Accessible Documents

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