Supporting customers | Our impact

We invest in projects to provide our customers with security and stability, and support the wellbeing of communities, families and individuals.

Support through the cost of living crisis

Not only has the cost of living crisis seen the number of people that need our support increase, but the number of issues that individuals are facing have increased too, with the crisis having wide ranging impacts on customers’ mental and physical health as well as their ability to pay their bills.

In response, we’ve introduced a raft of new measures as part of our Better Days programme to help customers manage their finances, maximise their income and reduce the pressure of cost-of-living increases. These include a new cost of living education hub on Orbit’s customer website and an increased capacity in our existing mental health support service, Breathing Space, which is commissioned with Mind and Aspire4u.

Visit Better Days

Expert advice

Our Welfare Advice Service, provided by Citizens Advice South Warwickshire and Bedworth, Rugby and Nuneaton Citizens Advice Bureau (BRANCAB), is supporting customers who need help to understand and apply for the benefits that they’re eligible for, as well as providing coaching about how to become more financially resilient.

Breathing Space

We are dedicated to breaking down barriers to mental health support and fostering a safe, inclusive environment where everyone can share, listen, and support each other.

In partnership with Mind and Togetherall, we offer customers a free confidential service offering support and guidance by phone, text, or digitally, known as Breathing Space.

Breathing Space supports Orbit customers who are experiencing difficulties with mental health issues, as part of our Better Days offer. Breathing Space aims to prevent problems occurring or worsening, tackling the causes rather than dealing with the consequences. Our ultimate goal is to support our customers to be in control of their lives and feel empowered to contribute to their community and society.

Find out more

Maintaining tenancies

Customers who require further support can be referred to our Tenancy Sustainment Team who work with customers to identify their financial, wellbeing, digital and employment concerns and offer a tailored package of support to enable them to make the changes in their life that will secure their future.

This could include support through the Better Days programme, support from a specialist external organisation or a referral to one of our Tenancy Sustainment Job Coaches.

Coaching sessions help customers truly identify, resolve and overcome barriers, and help empower customers to provide themselves with a better future and improve the chances of managing and sustaining their tenancy.

Watch the video to hear more from one of our Tenancy Triage officers about how they support customers.

Key achievements this year

10,496 customer support interventions, including 2,813 customers engaged by our Regional Place team

Approx. £3 million of increased household income generated through our interventions

£1.5 million customer debt managed through our debt advice service

9,842 customers referred into Tenancy Sustainment

99% of customers who need additional help maintaining their tenancy who engaged with the service sustained their tenancies

1027 customers 63% of customers had an improved rent balance 12 months after support endedsupported into training / employment related training

191 customers moved into employment and 1,598 customers supported into employment-related training or volunteering

Supported customers are £667.93 on average, per month better off after moving to employment

Independent Living

In our Independent Living Schemes, we commission projects to bring multiple generations together to improve sharing, learning, and understanding, as well as providing dementia support and services to increase mobility and digital inclusion. We also offer in-scheme activities ranging from coffee mornings and befriending services to arts and crafts, bingo, and ‘knit and natter’ to reduce social isolation.

More about Independent Living

Supported Housing

Supported housing accommodation is provided to people with a learning disability, physical disability or mental health need, alongside other support or supervision, to help people live as independently as possible. Our Supported Housing team really understand customers’ needs and how to provide them with the best quality, tailored service, working with a range of specialist managing agents and support providers.

Watch the video to hear about Kieran’s story of rehabilitation in one of our Supported Living schemes.