Orbit has released the findings from its first Annual Customer Voice Survey, offering a comprehensive look at the changing needs and priorities of customers. The report highlights the growing importance of wraparound support services alongside investment in affordable housing, as the sector faces mounting cost-of-living pressures and digital inclusion challenges.
The survey comes at a time when the UK Government has committed £39 billion to deliver 1.5 million new homes aiming to tackle the housing crisis. Orbit’s research reveals that while affordable housing remains essential, additional services such as employment support, mental health assistance and digital inclusion are critical to helping residents live well.
Key findings from the research include:
Customer pride and belonging:
· Over 70% of customers are proud to live in their homes. 42% of customers feel lonely always, often or sometimes. 17% of customers have low life satisfaction
Cost-of-living pressures:
· Nearly half (49%) of customers worry about meeting everyday costs, and 38% have gone without heating to save money. Food bank usage has surged by 150%, with 25% of customers relying on them.
Digital inclusion challenges:
· While 87% of customers have internet access, confidence remains low—particularly among older residents—with 26% reporting they lack online confidence.
Climate and sustainability:
· 75% of customers express concern about climate change, and 90% value access to green spaces, reinforcing the need for environmentally conscious housing solutions.
Orbit is committed to addressing these challenges with initiatives like its Better Days program, offering free financial and wellbeing support and its Digital Champions scheme, helping residents get online safely and confidently. Looking ahead, Orbit plans to build and regenerate 7,000 sustainable homes by 2030, focusing on energy efficiency and customer experience.
Commenting on the findings, Phil Andrew, Chief Executive for Orbit said: “Meeting the evolving needs of social housing customers requires a whole-society approach, informed by accurate insights. Our Annual Voice Survey goes much deeper than Tenant Satisfaction Measures, reflecting a genuine commitment to listening to customers and understanding their lived experiences.
“This research highlights the strong link between life satisfaction and the quality, safety, and sustainability of housing - issues that go beyond bricks and mortar and directly impact health, wellbeing and social cohesion.
“It’s clear that building more affordable housing alone isn’t enough. We must invest in our existing homes as well as wraparound services that build financial resilience, digital confidence and community wellbeing. These findings will shape our strategy as we work collaboratively with government, partners, and the wider sector to create sustainable communities and deliver the brighter future our customers deserve."
Gavin Smart, Chief Executive for the Chartered Institute of Housing (CIH) added: “By asking broader questions about day-to-day concerns and wider societal issues such as climate change, the cost of living and health and well-being, Orbit has gained richer insight into what truly matters to tenants. The findings not only provide the robust evidence to inform Orbit’s own priorities but also contribute to our collective understanding of the issues facing social housing tenants. The report reinforces the need for a holistic landlord approach—one that combines investment in new and existing homes with measures to tackle poverty, improve health and act sustainably.
“At CIH, we believe this kind of professional curiosity is essential. This research brings to life customers’ lived experiences and reflects the cultural approach we are encouraging across the sector, from boardrooms to customer-facing services, to put tenants at the heart of decision-making.”
For more information and to access the full report, visit: https://www.orbitgroup.org.uk/media/campaigns/