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.
Property safety and compliance
As of August 2026
Gas safety
99.9%
Gas safety checks have been carried out
Asbestos safety
99.3%
Asbestos surveys have been carried out
Water safety
100%
Legionella risk assessments have been carried out
Fire safety
100%
Fire safety risk assessments have been carried out
Electrical safety
97.6%
Electrical assessments have been carried out
Lift safety
100%
Communal passenger lift safety checks have been carried out
Smoke detectors
100%
Percentage of compliance
CO2 detectors
99.9%
Percentage of compliance
Fire risk
1
Number of outstanding actions (within 4 weeks)
Fire risk
1
Number of outstanding actions (within 3 months)
Fire risk
1
Number of outstanding actions (within 6 months)
Legionella
0
Number of outstanding actions (within 4 weeks)
Legionella
0
Number of outstanding actions (within 4 weeks)
Legionella
0
Number of outstanding actions (within 3 months)
Legionella
0
Number of outstanding actions (within 6 months)
Decent homes
100%
Homes that meet the Decent Homes Standard
Decent homes
35
Number of ‘refused works/no access’ which would be included in the Decent Homes Standard
Stock condition survey
97.82%
Properties surveyed within 5 years
Awaab’s Law compliance
As of August 2026
Emergency hazards
100%
Resolved within 24 hours
Significant hazards
100%
Investigated within 10 days
Significant repairs
87%
Started within 5 days
Damp and mould
20
Properties reported damp and mould this month
Damp and mould
9
Outstanding damp and mould order raised this month
Damp and mould
92
Number of properties with recurring damp and mould (year to date)
Rent and customer accounts
As of August 2026
Housing Income
2.1%
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.
Housing Income
Data pending
Rent collected
Care Income
4.5%
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.
Compensation
Data pending
Paid this month
Managing homes and tenancies
As of August 2026
Housing
94.2 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.
Housing
26 current cases
Antisocial 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 antisocial behaviour cases we are currently working on. More information on anti social behaviour can be found on our ASB page.
Housing
0
Number of evictions this month
Maintaining and improving homes
As of August 2026
Repairs
20 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
24 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
99%
Emergency repairs completed within timescale
Repairs
153
Emergency repair orders raised
Repairs
72%
Non-emergency repairs completed within timescale
Repairs
813
Non-emergency repair orders raised
Repairs
79%
Repairs right first time (Orwell Repairs Service)
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.
Planned works
53%
Planned and cyclical works investment
Complaints and customer feedback
As of August 2026
Satisfaction
2.8
Number of stage one complaints received per 1,000 homes
Satisfaction
1.5
Number of stage two complaints received per 1,000 homes
Satisfaction
100%
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Timescales
Satisfaction
100%
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Timescales
Satisfaction
95.7%
Repairs service
Satisfaction
Data pending
Property Improvement Service
Building and developing new homes
As of August 2026
Development
80
New homes completed (year-to-date)
Development
4
New homes in progress
Social Tenant Access to Information Requirements (STAIRs)
As of August 2026
STAIRs
Data pending
Number of STAIRs requests received
Development
4
New homes in progress
Review our current and past 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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