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Annual Report to Tenants 2020 - Improving our Services

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75 new complaints received

Of the 75 complaints, 69 were resolved at stage 1, 5 were resolved at stage 2, 1 resolved at stage 3 and no complaints made it to the Housing Ombudsman.

We received 139 correspondence, 134 (96.40%) were responded to within our timescale specified in our complaints policy.


Learning from complaints

5 - Staff training/ refresher delivered to planned work, void, and customer service staff.

1 - change of contractor has been made to ensure specialist support.

4 - Improvements to communication and monitoring made to ensure understanding and avoid delays.

8 - Improvements or changes to current procedures or practices put in place.

6 - Reminders of the need for best practice or professional conduct.



As a result of residents continuing to review performance and policies during 2020 The Resident Steering Group (RSG) took 42 recommendations for changes to Board. Of these 27 have been implemented, 10 are in progress and 5 required no further action.

Many thanks to the young lady who rang me on Monday regarding my email I sent. Had a fitter from Needham electrical ring me straight away and came same day to fix the problem all sorted and working fine. Credit to Orwell and the young lady who i spoke to.


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