Orwell believes that our customers are at the heart of our business, and we want to ensure we are engaging with them effectively. The Customer Engagement Strategy 2024-27 sets out our commitment to giving residents a voice throughout Orwell over the next 5 years.
A key part of that strategy is obtaining customer feedback on the services we provide. Specifically, customer insight is defined as the understanding and interpretation of data, behaviours and feedback using it to makes improvements to our services. The measures and targets we have set ourselves are as follows:
- Customer satisfaction with housing services at 92% (by the end of the strategy – 90% currently).
- To achieve 20% participation on the majority of customer surveys.
Below you can find infographics showing our transactional survey results from 2024.
We would like to take this opportunity to thank all of our customers who responded to the surveys and to encourage as many of you as possible to give us your feedback in 2025.
-
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
