Orbit
Orbit manages around 14,000 properties for families, couples, single and older people living in a mixture of rented, leasehold, supported and home ownership properties.
The majority of Orbit properties in Lichfield District are advertised through Lichfield District Homes. Some Orbit properties are published on the Moving Soon website.
How to request a repair from Orbit
If you are an Orbit tenant the quickest way to raise a non-urgent repair is through myAccount. With myAccount, you can fill in the details of your repair online at any time, without needing to wait on the phone. Once you’ve raised your repair via myAccount, the Orbit team will either:
- Contact you within two working days to book in your repair, or
- An Orbit contractor will contact you within seven working days to book in your repair.
You can also call the Orbit Customer Support Hub to raise a repair over the phone who will either:
- Book in your repair, or
- Arrange for one of Orbit's contractors to contact you within seven working days to book in your repair.
If you have an emergency repair, please contact the Orbit team on 0800 678 1221.
Find out more about Orbit's approach to repairs, including viewing Orbit's complaints policy, and view a complaints guide.
Repairs to communal areas
If you notice a repair is needed to a communal area of the building you live in, the quickest way to raise this is through myAccount.
If the repair is urgent, please call us straight away.
What to expect when you request a repair
Here’s what you can expect from the Orbit team:
| Type of repair | Description | Target timescale |
| Emergency repair | Any repair that’s needed to protect your immediate health, safety or security, or to make the structure of a building safe. For example, an uncontainable leak in your home. If we can't immediately repair, we will make sure the area is safe and arrange with you to return to make the repair | Within 4 or 24 hours, depending on the type of repair |
| Routine repair | Any routine repair that’s not an emergency. For example, replacement of cracked tiles in your bathroom. When a routine or major repair is raised and we already have planned improvement works scheduled, we may complete the repair as part of the planned works. This means you might have to wait longer for it to be completed but, if the repair poses a risk to your safety, we’ll carry out a temporary make-safe repair in the meantime. | Within 28 calendar days |
| Major repair | Any repair that will take longer than four hours to complete, needs several different types of trades, a specialist contractor or needs scaffolding. For example, fitting new windows in your home. | Within 60 calendar days |
Criminal damage
If your property gets damaged by someone you don't know, you will need to get a crime reference number from the police before booking your repair with the Orbit team.
Complaints about repairs
If the Orbit team do not resolve your repair in a timely manner, you can raise a complaint using the Orbit online form.
You can also call the team on 0800 678 1221 or write to Orbit Group, PO Box 6406, Coventry, CV3 9NB or email info@orbit.org.uk
If you need support in making your complaint, the Housing Ombudsman can help you.
What happens after you make a complaint
Once submitted, your complaint will be investigated by the Orbit team.
| Stage | Description | When you will receive a response |
| Stage one |
The Orbit customer solutions team will investigate and respond to everything you raised in your complaint. |
The team will acknowledge your complaint within 5 working days and send you a detailed response within a 10 working days (15 days total). If a complaint is complex they may contact you to let you know when to expect a response. |
| Stage two |
If you’re not happy with your outcome at Stage 1, let the Orbit team know and request that they escalate your complaint to stage 2. You must request an escalation within 30 days of the date of your Stage 1 response letter. |
The team will acknowledge your complaint within 5 working days and send you a detailed response within a 20 working days (25 days total). If a complaint is complex they may contact you to let you know when to expect a response. |
Ombudsman complaints
If you're still dissatisfied after you’ve been through stage one and two of the Orbit complaints process detailed above, you can contact the Housing Ombudsman or refer your complaint to a designated person, such as a such as a local councillor or MP.
You can contact the Housing Ombudsman by
- emailing info@housing-ombudsman.org.uk
- visiting the Housing Ombudsman's make a complaint page
- calling 0300 111 3000
- writing to the Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
The Housing Ombudsman may support you to try and reach a solution prior to this as part of their early resolution approach. For more information read their guidance on early resolution.
You can also refer your complaint to a designated person. They can help by trying to resolve your complaint or can refer your complaint direct to the Housing Ombudsman. More information about using a designated person is available on the Housing Ombudsman website.
When we can help
If you have been through the Orbit's complaints process and your concerns have not been resolved and you are living in unsafe or uninhabitable conditions that breach the housing health and safety ratings system (HHSRS) and need urgent support to safeguard you and/or your family's wellbeing, you can reach out to us and we may be able to offer support.
To contact us email enquiries@lichfielddc.gov.uk. Please provide as much detail as possible, including when you first raised the repairs request, when you first raised a formal complaint, and if possible please provide copies of the stage one and stage two complaint responses you have received, plus any photographs or evidence you would like us to look at.