How Your Feedback Makes a Difference

Share your feedback and help shape our services.
From surveys to suggestions, every comment helps us improve and make a difference for all our customers.

Transactional Surveys

You might receive a survey by email, text, or post about your experience with us.
Your feedback helps us understand what worked well and what could be better.

How can you help?

Tell us why you gave your score
Share any ideas for improvement

Why do we do this?
We want to learn from your experience. If scores and comments don’t match, we may contact you for more details.

What happens next?
We share your feedback with the right teams so they can make changes. Some improvements take time, but your input really makes a difference.

Tenant Satisfaction Measures (TSMs)

The Tenant Satisfaction Measures Standard requires all social housing providers to report on performance each year.
This includes surveys on repairs, safety, complaints handling, engagement, and neighbourhood management.

Orwell works with an independent agency (TLF) to call a random sample of tenants each quarter.
Our results go to the regulator in June and will be published nationally.
We’re already acting on feedback and focusing on areas with lower satisfaction.

For further information, please view the link on the Orwell website here

Complaints & Compliments

We welcome both complaints and compliments.
Your feedback helps us improve and recognise great service.

Complaints
A complaint is any expression of dissatisfaction about our service or actions.
You don’t need to use the word “complaint” – we’ll treat it as one.
To submit a complaint, please fill out our complaints form here.

Compliments
If a staff member has done a great job, let us know!
We’ll make sure they hear about it.