Tenant feedback survey: Supporting safe, independent living

Maintaining and improving the quality of our services is a priority for Orwell – and gathering customer feedback is central to that.

At Orwell, we use customers’ experience of living in an Orwell home to help understand what matters to them so we can make informed decisions about the services we provide.

Orwell’s Customer Experience team ran two surveys between 1^st January and 30^th June 2026. The Tenancy Sustainment Survey was completed by 36 customers via telephone, while 27 customers responded to the ‘Your First 12 Months’ survey.

Sentiment towards the Tenancy Sustainment Service was overwhelmingly positive, with very little neutral feedback and almost no negative comments. Many customers’ responses went beyond simple satisfaction, highlighting the positive impact the service had on their tenancy experience.

Many respondents shared detailed feedback about the support they received.

Resident feedback and experiences

Mental health recovery and sustained support

Andrea, one of Orwell’s Tenancy Sustainment Officers supported a customer experiencing mental health challenges, social isolation and financial concerns. Through practical help and ongoing emotional support, the customer reported improved wellbeing, confidence and self-worth.

The customer described the support as life-changing in helping them rebuild their life.

“Andrea made me feel like a person again.”

Helping to create a home

Bella, another one of Orwell’s Tenancy Sustainment Officers, supported a customer moving from temporary accommodation into a permanent tenancy by securing funding for carpets and providing guidance throughout the move. As a result, the customer was able to settle into a safer, warmer and more comfortable home.

“The support helped me realise I was finally home.”

Supporting safety and independence

After experiencing falls at home, a customer needed extra financial and practical support. Bella helped secure Attendance Allowance and Pension Credit and arranged mobility aids.

As a result, their income increased and they felt safer and more confident at home, helping them maintain their independence and avoid residential care.

“I feel safer and far more confident.”

The second survey, ‘Your First 12 Months’, was designed to better understand tenants’ experiences during their first year in an Orwell property. The strongest themes were feeling safe, settled, independent, and connected to their local community.

• “Living here allows me to remain independent while knowing support is available if I ever need it. It gives me confidence for the future.”
• “Moving here has given my family stability. We feel settled, safe and part of the local community.”
• “Living in a home that meets my mobility needs has transformed everyday life. It has helped me feel more independent and confident in my own home.”
• “We finally have a home that works for us. Everyday life feels easier and less stressful, and we can focus on what matters most as a family.”
• “This home has given me the independence I wanted while also helping me feel safe and connected. It really feels like home.”

Feedback from residents shows that having a safe, suitable home gives people greater independence, confidence and stability. Many also highlighted feeling more connected to their community, less stressed in their daily lives, and reassured that support is available when needed.

To view the full survey results and resident stories, please visit the survey feedback page: Survey Feedback – Orwell Housing