At Orwell, our customers are at the heart of everything we do, that is why we are committed to building meaningful, two-way relationships with the people we serve.
Our Customer Engagement Strategy 2024–2027 sets out a clear vision: to ensure every customer has a voice and feels heard across all areas of Orwell.
A key pillar of this strategy is listening to what our customers are telling us. Customer insight means more than just collecting data; it’s about understanding your experiences, interpreting your feedback and using it to shape and improve the services we deliver.
We have set ourselves ambitious goals to help us stay accountable:
- Customer satisfaction with housing services: 92% by the end of the strategy (currently at 90%)
- Survey participation: 20% on the majority of customer surveys
Below, you will find infographics highlighting our year-to-date results for 2025, alongside previous data to give you a snapshot of how your feedback is already making a difference.
We would like to say thank you to everyone who took the time to share their views. Your voice matters and as we look to the future, we invite even more of you to get involved and help shape the next chapter of Orwell.
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2024 Results
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2023 Results
Anti-social behaviour
Complaints
33.3%
Satisfied with the ease of reporting ASB or noise nuisance to Orwell
48.1%
Satisfied with how well you were kept informed about the progress of your complaint
33.3%
Satisfied with the empathy and understanding of the officer dealing with your case
44.4%
Satisfied that all points of your complaint were dealt with
33.3%
Satisfied with how well you were kept informed about the progress of your case
50.0%
Satisfied with the level of customer service from the member of staff who dealt with the complaint at each stage
End of tenancy
Lettings
91.7%
Satisfied with the communication received from us throughout your tenancy
91.4%
Satisfied with the overall lettings process
83.3%
Satisfied with the ease of contacting us throughout your tenancy
82.1%
Satisfied with the overall condition of your home at the time of letting (apart from the outstanding repairs discussed prior to moving in)
91.7%
Satisfied with the overall condition of your home throughout your tenancy
91.3%
Satisfied with the helpfulness and communication of staff dealing with your new tenancy/licence
New development
Programme works
92.9%
Satisfied with the property and surrounding area
84.4%
Satisfied with how we communicated with you and kept you updated relating to the work and service throughout the process.
92.9%
Satisfied with the internal layout
90.5%
Satisfied with the overall quality of the work
100.0%
Satisfied with the size of rooms
93.2%
Satisfied with the attitude and respectfulness shown by the operative/contractor
85.7%
Satisfied with the internal fixtures and fittings
88.4%
Satisfied with the tidiness of the operative/contractor91.8%
Satisfied overall with the service
Repairs
Tenancy sustainment
91.4%
Satisfied with the quality of work88.9%
Satisfied with the service you received from your Tenancy Sustainment Officer.
94.5%
Satisfied with the attitude and respectfulness of the contractor/operative88.9%
Satisfied with Orwell’s overall tenancy sustainment services.88.1%
Satisfied with the communication from booking through to completion
88.9%
Satisfied with the work and service provided
