You Said, We Listened.

Members of the Orwell Residents Group (ORG) carried out an independent review of Orwell’s complaints service during 2025. The review examined the customer complaints journey, customer feedback, internal processes and the written communications used throughout the complaints process.

The scrutiny identified that communication is one of the most important factors influencing customer satisfaction. Customers told us they wanted clearer updates, greater empathy, quicker responses and confidence that concerns would be acted upon. Common themes included delays in repairs, unresolved issues and a lack of communication or follow-up.

The review also highlighted several opportunities to improve how complaints are recorded, investigated and monitored. In response, Orwell developed a comprehensive action plan focused on improving staff training, strengthening communication, enhancing complaint tracking and ensuring lessons are learned from customer feedback.

The Orwell Residents Group welcomed the changes already being made and will continue to monitor progress against the action plan to ensure improvements lead to a better experience for customers.

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You Said:

You wanted complaints to be handled by knowledgeable colleagues who could provide clear answers and support throughout the process.

We Did:

We delivered additional training for the Customer Resolutions Team, including Housing Ombudsman training, to strengthen complaint handling skills and improve customer outcomes.

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You Said:

You wanted to feel listened to and have your individual circumstances considered when a complaint is investigated.

We Did:

We reviewed and improved our complaint investigation checklist to ensure vulnerabilities are identified, all concerns are addressed and responses are tailored to individual customer needs.

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You Said:

Complaint letters could feel impersonal and didn’t always reflect the impact issues had on customers.

We Did:

We worked with customers and colleagues to review and update our complaint templates, introducing more personalised and empathetic communication.

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You Said:

Problems shouldn’t be forgotten once a complaint has been closed.

We Did:

We introduced improved monitoring and tracking of closed complaints and outstanding actions to help ensure agreed follow-up work is completed, and issues are not left unresolved.

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You Said:

Good service should be recognised as well as complaints being learned from.

We Did:

We partnered with our Communications Team to introduce a monthly “Hall of Fame” initiative, celebrating compliments received from customers and recognising colleagues who provide excellent service.

The Orwell Residents Group (ORG) carried out an independent review of Orwell’s approach to damp and mould, with a particular focus on our readiness for the introduction of Awaab’s Law. The review looked at our policies and procedures, customer information, website content and the experiences of customers trying to access damp and mould advice and support.

Overall, the ORG found that our damp and mould policy is clear, easy to understand and written in plain English. Customers praised the practical information available, including prevention advice and guidance on maintaining a healthy home.

The review also identified opportunities to improve the information available to customers. These included making information easier to find, providing more guidance on cleaning options, explaining what happens if issues are not resolved, and improving awareness of customers’ rights and available support.

In response, Orwell developed an action plan focused on improving website content, increasing awareness, strengthening communication and ensuring customers can easily access the information and support they need. The Orwell Residents Group will continue to monitor progress against these recommendations.

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You Said:

You wanted clearer information about damp and mould, including prevention advice, cleaning guidance and what happens if issues are not resolved.

We Did:

We created a dedicated damp and mould information hub on our website, including quick answers, prevention advice, cleaning guidance and information about legal protections and escalation routes.

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You Said:

You wanted information to be easier to access and navigate online.

We Did:

We improved the website experience by creating a dedicated damp and mould hub page and replacing the flip-book format with accessible web content that is easier to use on mobile devices.

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You Said:

You wanted practical information available in different formats.

We Listened:

We reviewed and redesigned our damp and mould leaflet, making it more accessible for customers. Printed copies are also available in reception areas and scheme offices.

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You Said:

You wanted more information about your rights and the actions available if damp and mould problems continue.

We Did:

We updated our customer information to include details about legal obligations, escalation routes and the protections introduced through Awaab’s Law.

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You Said:

You wanted more awareness and advice to help prevent damp and mould before it becomes a problem.

We Did:

We have started including damp and mould advice in customer communications and are using seasonal awareness campaigns to share prevention tips and encourage customers to report concerns early.

The Orwell Residents Group (ORG) carried out an independent review of Orwell’s move to a new payment provider, PayPoint. The review considered why the change was being made, how it would affect customers who regularly pay by phone, and whether the proposed communications and support arrangements met customers’ needs.

The review found that most customers preferred digital payment methods, such as online payments or an automated phone payment service. However, customers also highlighted concerns around accessing and using the Orwell App, a preference for speaking to a person, limited confidence with digital services and connectivity issues.

Feedback from customers helped shape the implementation of the new payment system. Customers told us they wanted clearer instructions, better communication about the changes and support with setting up alternative payment methods such as Direct Debit.

As a result, Orwell developed and implemented an action plan to improve customer communications, provide additional support and monitor the impact of the transition. A follow-up survey was also carried out to understand customers’ experiences after the change was introduced.

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You Said:

You wanted support setting up a Direct Debit and reassurance that alternative payment methods would be available.

We Did:

We contacted customers who requested help with Direct Debits, provided information and support, and continued to monitor customers to ensure there were no issues paying rent after the transition to PayPoint.

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You Said:

You wanted clearer guidance on the different ways to pay.

We Did:

We developed and shared clear guidance explaining the payment methods available through PayPoint, including online, automated phone, Direct Debit, app, shop and bank payment options.

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You Said:

Customer communications should be easier to understand.

We Did:

We involved Orwell Residents Group members in reviewing customer letters before they were issued and used their feedback to promote simpler, clearer communications for future projects and campaigns.

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You Said:

Customers need enough notice when important changes are being introduced.

We Did:

We introduced improvements for future communication campaigns, including allowing more time for postal delivery and considering alternative communication methods to ensure important information reaches customers on time.

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You Said:

You wanted Orwell to check how customers found the move to PayPoint once it had gone live.

We Did:

We carried out a follow-up survey with customers after implementation, analysed the results and used the feedback to help shape future improvements.