Orwell aims to maintain properties to the best of our ability. In order to keep our properties at a high standard, we rely on you to help us by reporting faults as soon as you are aware there is a problem.
We are a not-for-profit organisation. All profits are channelled back into our properties and services.
Most of our customers are happy with the service provided by our repairs team, but should you feel we haven’t responded to your repair appropriately, there are several options you can consider.
Orwell always try to resolve any complaints or concerns as quickly as possible and we want to learn from our mistakes to improve the services we offer. We are aware that from time to time, tenants may be contacted by solicitors in regard to disrepair. If you have any disrepair, please let us know first so that we can do everything possible to help you. If you are contacted by a disrepair solicitor and start litigation we will still do work in your home. Work would not be stopped even if you start litigation. The safety of your home is our highest priority. Whilst we will always try to organise access with you to carry out works at your convenience, if required, we will seek an injunction to gain access to your home to carry out necessary work, even if you have started a disrepair claim.
If we can’t resolve your concern informally, you do then have the option to go on to make a formal complaint. If you are unhappy with the response at Stage One, you can escalate the case (Stage Two).
If you are still unhappy with the outcome, you can either ask for your complaint to be referred to our tenants’ panel (see CHAT above), or you can escalate your complaint to the Housing Ombudsman.
If you refer your case to the Housing Ombudsman, they will review the case impartially and provide the findings. Once the findings are final, the Ombudsman can require Orwell Housing to rectify the situation. They may for example ask Orwell to:
- offer an apology to you, the tenant
- pay compensation where losses have been incurred
- correct or repair the problem
- improve their administrative procedures
Following the complaints procedure is the easiest way to resolve your concerns and reduces costs for both parties.