Our Tenant Satisfaction Measures

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

The Orwell App FAQ's

Our free Orwell Housing app provides you with instant access to your account so you can manage your tenancy and services from your phone, anytime.

It conveniently enables you to request or report a repair, check your balance and statement, pay your rent, browse information that is relevant to you, plus so much more!

Frequently Asked Questions

What information do I need to create an account?

Firstname, Lastname, email address, date of birth, postcode, reference number (payment reference or tenancy reference).

Where will I find the information I need to register?

Customers can use their agreement reference or payment reference. The agreement reference can be found on the annual rent statement. Our Customer services team can provide both references if you aren't sure. 

What do I do if I can’t register or log in?

Contact our Customer Services team for help with setting up the account and getting logged into the App.

What functionality does the app have?

Rent balance, rent statement containing recent transactions, make a payment for rent or charges, report a new property repair - including the ability to book an appointment*, view previously reported repairs, contact us through chat or via the contact form, receive notifications, Biometric login (depending upon the device used) to make login easier.

*The repair appointments will only be possible for Orwell Repairs Service jobs. For emergencies or work carried out by one of our contractors, you will need to report these to our Customer Services team in the usual way. 

How does it differ from the portal?

The functionality is much the same but hopefully the App will make it easier and more convenient for you to use.. The only real difference is the ability to receive notifications. 

Are notifications default?

No, they have to be enabled. You will be prompted to allow this when the app is used for the first time.

How is the app accessible?

Through the Google Play Store and the Apple App Store.

Will I still be able to use the portal as well?

Yes, the same username and password can be used for both the myorwell.co.uk website and the app.

How is my data protected?

Full details on how we collect and secure your data can be found on our Privacy page - Privacy Policy | Orwell Housing (orwell-housing.co.uk) 

Im having technical issues, what do I do?

Please contact our Customer Services team in the first instance. 

When will it be available to download?

Now! The app is available for both android and ISO and is available wherever you usually get your apps. 

Is the app suitable for all Orwell customers?

Yes, all Orwell customers are able to create an account and use the App. 



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