Trusted Agent profile · Cambridgeshire
★★★★★
1,005 reviews across 2 platforms
Nuffield Road, St. Neots, Cambridgeshire, PE19 0AW
Orbit's office in Cambridgeshire, at Nuffield Road, is rated 3.3 out of 5 across 1,005 reviews on two platforms, including 1 Google review rated 4.0.
Every review we hold for the Cambridgeshire office, from every platform, shown as written. First names only.
5/5
Trustpilotgreat customer service from Niroch.
Hi Michele, Thanks for sharing your feedback. We're glad to hear you had a positive experience and we really appreciate you taking the time to leave a review. Thanks, Emma
1/5
TrustpilotPoor, poor, poor customer support!
Orbit,This is to inform you that your customer support line is extremely unreliable, useless & unprofessional. Why do I say this? It is because you have made it a habit of keeping callers in the queue for 30mins to 1 hour ⏳, and at times hang them up.Secondly, you have discriminately increased my monthly rate without actually declaring why.Thirdly, the property that I reside in has become a prison of illness, dying heaters & damaged walls not forgetting monthly incremental service fees.Fourthly, you delay responding to client emails & and threaten them with subpoena for arrears accrued due to your unprofessional accounting department.Last but not least, you don't seem to investigate matters but just sit back and let these troubles depress clients up.Something MUST be done! Hopefully, some big official will come across these reviews and hold this company accountable.
Hi, we're sorry to hear about this. So that the team can address your concerns could you please respond with your details to the Trustpilot request we've just sent privately. The team will then discuss this with you further. Thanks, Orbit.
1/5
TrustpilotAnd 1 star is too generous
And 1 star is too generous! I have been trying to get the communal roof above my flat fixed since October of last year. I have spent literally hours on the phone to no available with the Orbit hub, been lied to and hung up on. Having called them yet again today, I have been advised as the roof is major works there is a 90 day consultation. A further 90 days will take me to almost a year when I first advised them of the leak. My flat is almost uninhabitable, damp and mouldy. They are a shocking organisation. Please avoid at all costs.
Good Afternoon, I am sorry top hear you have had inspections but nothing further done. We do have a dedicated task force working to resolve these matters, could you please contact us on 02476438244 and we can look into this matter further for you.
5/5
TrustpilotI been struggling with my mental health…
I been struggling with my mental health (bipolar relapse) due to family circumstances and Amy was asked to ring me to see how orbit can help support me .Amy really helped me she was very understanding and was easy to talk to l didn't realize they offer support for there tenants for their customer, Amy has good people skills kind regards Jane Newman
Hi Jane, what a lovely review. We're glad you have received such great support from Amy. We will pass on your kind words. Thank you.
1/5
TrustpilotAltogether very very poor service.
The issue was originally reported by my mother who has since passed away, we have taken over the tenancy and todate been waiting for 4 years for repairs to be carried out. The issues we have experience are due to what was reported as subsidence, we have had numerousness people from Orbit and repairers staff attend but the other issues cannot be sorted until the main issue has been resolved. During the this time we have been paying full rent, Bet they would soon come knocking if i didn't pay the rent.Altogether very very poor service.
Hi Mark,We're sorry to hear about your experience so far. The team will be in touch with an update for you about this as soon as possible. Thank you for your patience, Orbit.
1/5
TrustpilotAwful
The communication between orbit and the companies they contract out is awful. Trying to get through to the call centre on average takes over an hour. Then often your cut off. Rent increases without fail every year & absolutely nothing to show for it. I have been fighting for a new kitchen for nearly two years as mine is vile from the previous tenants (nicotine stains damaged doors etc) and I’ve have 4 people now come look all saying different things. No one knows what’s going on. Been communicating with a ‘housing officer’ who I had to put in an official complaint about due to lack of communication & leading me on with false promises. If I don’t have to be in an orbit properly I would be. And I know a lot of people feel the same. Bullys. Money grabbing. Corporate greed.
Hi Patricia, we're sorry to hear about your experience so far. The team are aware of your concerns and will be in touch as soon as possible. Thanks, Orbit.
1/5
TrustpilotIf I could give them no.stars I.would
If I could give them no.stars I.would Orbit the way u are treating my son in law and his family is disgusting. My son in law has mental health issues .Yet u use bully tactics .Refuse to answer there calls .Have a go at him for the slightest thing .I am his legal advocate .I will not let u bully people .And your staff be rude just cause u can't do your job propley .My.son in.law will have lpa soon.so I will be dealing with this.U call yourself a charity .Well start acting like one .
Hi Claire, we're very sorry to hear about your family's experience. The easiest way to raise any concerns and flag issues is the contact form on our website. Please could the family fill any details in here and we'll be in touch as soon as possible to support.For urgent support, please call 0800 678 1221 to speak to one of the team.Thanks, Orbit.https://www.orbitcustomerhub.org.uk/contact-us/email/
1/5
TrustpilotOrbit Threatens To Take Me To Court For An Accrued Debt Under £30.00
Orbit Housing Association wrote me a letter threatening to take me to court & possess their property in which I've been an assured tenant for many years for a mere under £30.00 accrued debt! This came as a shock to me because I'm not an individual that intentionally fails to settle my rent.You see another thing with this company is their inhumane and "we don't care" response reaction in this matter. They accompanied all main housing law paraphernalia in the letter I received from them! As if that's not enough, Orbit's phone customer service is extremely unreliable in that they'll keep you on the queue for over 30 mins - then suddenly cut you off! What an Oscar they deserve to get for that - poor service in over 5 plus years. Another thing is poor building maintenance - they are freezing cold and unwelcome! Orbit know what I'm talking about here. As if this is not enough, Orbit kept increasing rental fees in 2023. Why do you threaten me? I need an answer. What a disgraceful company!
Hi,So that the team can look into this for you and address your concerns, could you please respond with your personal details to the Trustpilot request we've just sent privately. Thanks, Orbit.
1/5
TrustpilotOrbit housing customer services
Orbit housing After reading all these bad reviews I have also found that a lot of the customer services don’t always write notes so obviously orbit then say you haven’t contacted them So what I do is record the whole phone calls on a iPad you just have to legally tell them your recording them you find then that all a sudden every thing is done by the book also follow up phone calls with emails so you also got a paper trail again then can’t deny any thing 👍👍 like to add I’ve have problems with the neighbours who have brought the house next door orbit told me to write a diary and contact the police for a reference number and yes orbit done nothing going on nearly 2 years They was more worried about me having cctv cameras for my safety not allowed asI be evicted you would think they would want all the drug dealers bad tenants and people being broken in to and attacked in their own home stopped but nope I can’t get camera footage asproof because then they actually have to do some work
Hi, We're sorry to hear about the issues that you're experiencing. So that the team can support you with these, could you please respond with your personal details to the Trustpilot request we've just sent privately. Thanks, Orbit.
1/5
TrustpilotKEEP AWAY, Terrible company and is very unprofessional.
Orbit is a very unprofessional company that always brakes the rules. We have had one lady randomly turn up about a complaint that she didn't know who or what it was about and going off a WhatsApp text. She then called my number and I'm not even the tenant and started being very rude and aggressive towards me and my mother. She started to deny all accusations about the visit. Then we called Orbit directly and the customer service agent from the tenant team was extremely rude and refused to help. She then said that Orbit housing association is a charity and it is not as they don't have a charity number and it's not on the website or on any letter so they are breaking the law. Then she wouldn't help at all and refused to put my through to a manager and she said its our job to call orbit daily to get a update on a dog application to keep one and that number is a premium number and they want me to spend 1 hour to get through and more to resolve the issue and that its not there job to call or contact residents so they need to pay my phone bill if i need to call them daily. There teams never communicate and half the time they don't know what each other do. After I called again and a lady who we spoke to was very nice and helpful and tried to sort out the issue. However this morning we got a call from them to say that my mum needs to pay £900 extra for rent on top of the £700 they take automatically from universal credit for rent and that we are not allowed any money for food, bills or anything and that's what the man said from tenants team. He then put my mum through to somone who actually knew what they were doing what is Rare dor this company/ charity and she felt with the issue. This company should be closed down as it is ridiculous and they don't know what they are doing. It is stupid on how they treat there tenants and I highly recommend NOT GOING TO USE THIS COMPANY. even they know that I have severe health issues mentally and physically and they threatened to kick us out.They also don't keep records of anything even tho they should and caim that the dog keepership forms were not filled in even tho i have a email chain from last year to date and had a representative come round without telling us to fill it in as the form is very misleading. THIS COMPANY IS A SHAM AND NO ONE SHOUDL USE IT.KEEP AWAY AT ALL COSTS!!!!!
Hi Kieran,We're sorry to hear that these issues haven't been resolved for you yet. So that the team can look into this further for you, could you please respond with your address and contact details to the Trustpilot request that we've just sent privately. The team can then discuss things with you further.Thanks, Orbit.
1/5
TrustpilotAbsolutely disgusting company
Absolutely disgusting company, no communication between staff, they tell lies , treat people badly, they don’t care about their tenants , no customer service, their repairs service is non existent, absolute joke, probably the worst company that ever existed in the Uk, All staff need to be trained on how to do their job properly and to learn how to deal with tenants problems and also how to speak to people in an efficient polite way. One star I gave is being over generous but couldn’t give any lower
Hi Chele, We're sorry to hear about your experience. The team are available to support you with any specific problems you’re facing at your Orbit home. To receive the help and advice we are able to offer, you can either share your details via the contact form below or call us on 0800 678 1221 if you are in need of urgent support. Thanks, Orbit.https://www.orbitcustomerhub.org.uk/contact-us/email/
1/5
TrustpilotDisgusting company…
Disgusting company…. Don’t reply to complaints, don’t answer the phone and don’t help. I wish I’d never bought a house with them. 4 years after selling it and moving out I’m still having problems with them. Their service is inexcusable and I have no way to find out what is going on as they clearly have more unhappy customers than they can handle!They replied to this review to ask for more information to look like they were going to help and then ignored me when I provided it!!! Thanks for nothing Orbit….
Hi Elizabeth,Thank you for sharing your details with us. The team best placed to advise you further can be contacted directly at HomeOwnership.Services@orbit.org.uk if you'd like to explain the issues you're experiencing in further detail. Thanks, Orbit.
1/5
TrustpilotEmpty promises!
Here is an update on previous review. Someone called Mia from Orbit was supposed to get in touch regarding the neighbour. That was a month ago and nothing. I rest my case on how unprofessional this company is. Liars!
Hi Richard,We're sorry to hear about your experience and that you're still waiting to hear from us on this occasion.We've requested some information from yourself via TrustPilot privately, so we can reach out and contact you.ThanksOrbit
5/5
TrustpilotBought a ĥome at Compton Locks
Bought a ĥome at Compton Locks, Fenny Compton but was very disappointed with the lack of attention to detail and poor workmanship. However we were visited by John the construction manager for Orbit very promptly and his attitude was very understanding and professional. He dealt with our issues and we agreed an action plan for remedial work including booking tradespeople before he left us. We couldn't have wished for a better service
Hi Stephen, Thanks for sharing your feedback. We're sorry to hear about the initial issues with your new home. However, we're pleased that John was able to address your concerns promptly and professionally. Ensuring our customers feel supported and satisfied is very important to us, and we're glad that an action plan was put in place to resolve the issues. Thanks, Orbit
5/5
TrustpilotWell done BSW
Engineer was on time, smartly dressed and mindful of our home. Checked everything in detail, which put our minds at rest. Friendly and explained things thoroughly when we had any questions.
Hi Janice,Thank you for taking the time to leave some feedback, we're glad to hear you had a great experience and will share your comments with the team. Thanks, Orbit.
1/5
TrustpilotCommunal heating charges ??
Communal heating charges ??? What ? I’m disabled cant get bath or shower , incase of injury . Strip wash in cold water . . I have seizures ….Yet I pay £126 per month (now £ 149 due to their error ) this year Now I’m paying for other peoples heating as I don’t use any ???? I’m not the only one my other neighbours agree with me They want meter readings to do personal They don’t care about the individual or customer in anyway .I’m sick of paying other people’s billsIt’s wrong Very wrong . I’m being scammed the poor and pensioners are being ripped here .Anyone who can help pleaseI would like a meter fitted for my heating And come off the communal bill I budget my money so I can get byThan Theres orbit’’’ stealing ‘’’ from me …What’s the point ??? This started from When I moved in . I accepted £12 a week for heating now it’s £31 odd due to orbit mistake ??? My friend lives in 3 bed and pays about £700 per year for gas heating I pay £1500 and now more ?? And I don’t use heating or hot water ?This is not fair in anyway…… So ???? All a load of b…..x The company orbit use are stealing from usAnd orbit allows this ??How are we meant to trust you Orbit ??
Hi,So that the team can look into this and advise you best, could you please respond to the Trustpilot request for your details that we've just sent privately. Thanks, Orbit.
1/5
TrustpilotOrbit Housing worst nightmare
Orbit Housing, break every rule in the book fact! and CEO stepped down for another take over someone running from there responsibilitys yet there is let further a lone fact that breaking every law that is possible, regarding money to housing rules policy’s and so forth, why hasn’t orbit been taken down like court? And people sent to prison over the fact of people living and signing off on dodgy stuffs and money stealing and so forth! Orbit is so big because no one has challenged it in anyway and let it get to a state that it could be classed to a level of like drug cartel or sending weapons or young children to slave owners sex people in plain sight bad builders and bad repairs people bad money theft bad management bad customer service bad everything! Don’t believe me buy a home become a resident be employe by them it’s really bad! Bet drugs and stuffs goes through orbit housing yet money laundering ….
Hi Customer,We’re sorry to hear that you have been experiencing issues with regards to several internal and communal repair issues, where some of these have caused damp and mould in the building, as well as Anti-Social behaviour in and around the property. We’re going to contact you via the private messaging facility within Trust Pilot to request your contact details so we can discuss this in more detail and work with you to find a satisfactory solution.For any dangerous activity please do call the police on 999, if you are worried for yours or others safety following the Anti-Social behaviour that is taking place.We’re going to contact you via the private messaging facility within Trust Pilot to request your contact details so we can discuss this in more detail and work with you to find a satisfactory solution.Thanks,Mia
2/5
TrustpilotCompany were shocking
Gas safety check company was appalling , did nothing but mess me about , 2 people I spoke with from orbit were helpful so given them a star each , contractor I would give 0 stars
Hi Lucy, Thanks for letting us know about this and we're really sorry about the experience and service you've had here. We've requested some more info from you so that we can look into this and understand what happened. Thanks, JD
1/5
TrustpilotWhere can I start
Where can I start. But so many unprofessional encounters with Orbit and been taken advantage of. Have lived in the property since 2009 and have things outdated like the bathroom and kitchen. I have painted the kitchen counters and cabinets several times and struck on paper on them just to look presentable. The counter top has been flaking off to the point the wood chips actually started to hurt my hands for a few years now I have raised this with Orbit. Made complaints. But plainly they just don’t care. Same with the bathroom painted the toilet and bathtub , etc. this issue has been raised with orbit about a few times and have records of complaints . In 2022 received a letter to inform work was going to be Carried out. Then they cancelled this after as never heard anything from then till this day I’m just waiting for someone to carry out this work ?! I could mention countless things Ie. Service charge payments of which they have never done any service work. Ie. garden work as I live in shared flats and only recently they started cleaning the communal area which I always did for over a few years. Orbit does not really care. I spend 10 years not been able to assess my garden through the stairs as they were wonky and unsafe.i I’m over 60. Then they finally fixed this after years of raising it up. Orbit, you are awful and I am still waiting since 2022 for work you said you were going to carry out ? Just hmmhmcould buy cheap 2nd hand stuff. But I have been told it’s not allowed don’t mind buying 2nd hand
Hi Bertha, we're sorry to hear about this. So that the team can look into this for you could you respond to the Trustpilot request for your details that we've just sent privately. The team will then discuss this with you further. Thanks, Orbit.
2/5
TrustpilotNote and sticker over keyhole
I missed my 1st appointment due to being away. When I returned to my home, there was a notice on the door and a sticker over the key hole, due to me missing my appointment. I asked the engineer at the next appointment about this, he explained that they have been asked to do this, I understand the importantance of the inspection, but this procedure I think by your engineers doing this will indicate that the property in question could be a target and that the tenants are not at home..A LITTLE ALARMED BY THISThis I find
Hi Mel, thanks for letting us know, we'll share your comments with the team. Thanks, Orbit.
1/5
TrustpilotPoor management, threats and 'manual adjustments' to accounts.
After a year of poor management, repairs not handled and paying for services that we have not received (window cleaning, car park lights, a property manager!!) I was told this complaint was being looked into only to receive threats to pay arrears that I didn't know I had! Orbit have added a 'manual adjustment' to my account (that is a very similar amount to the rent refund they had to give me when I staircased) without explanation. So not only do you not want to refund us for the services we haven't received, you want to add a further £400+ to my account, not explain why or tell me about it and threaten me? Absolutely shocking!Honestly - AVOID. The headache and service charge isn't worth it.EDIT - I had no monies outstanding so there was no excuse.
Good Afternoon, We may add compensation to a rent account if there are any arrears/monies owed. I am sorry if this is not the case or if this not explained to you. If you want to contact us directly on 02476438244 we will look into this further for you. Thank you
1/5
TrustpilotBeen getting on to them about the mould…
Been getting on to them about the mould in my bedroom and they keep coming out and taking pictures and not actually doing anything about it people in the same block have had multiple people from orbit go in and out their house for minor repairs but they would be happy for someone who’s struggling to breath to live in a mouldy bedroom absolutely disgusting they keep changing the dates of coming out to repair so I’m going to take matters in to my own hands and write to the papers cause there’s no way this is still going on it’s been happening since we moved in.
Hi Em,We're really sorry to hear about this. So that we can give you an update on any planned works, could you please respond to the Trustpilot request for information we've just sent you privately. Can you let us know your name, address, email and phone number and the team will be in touch as soon as possible. Thanks, Orbit.
1/5
TrustpilotMissed Call
Had a call from Private number. A mumbled message left with telephone number which turns out to be Orbit. Apparently a referral has been made but because I did not answer it's been closed!! I have no knowledge of any referral. I can't answer my phone as I am working and have participant's of my own) and has Orbit not heard of email!! How about emailing your customers if you are going to call or how about emailing if a call is missed!! It's not rocket science
Hi Dawn,So that the team can pick this back up with you via email, could you please respond to the Trustpilot request we've just sent to share your details and the team will get back in touch. Thanks, Orbit.
1/5
TrustpilotLied to and offered substandard accommodation
Where do i start, 9 months ago orbit moved us into a two bed flat which was by our standard lovely, then two months later they decanted us because of structural and electric faults (little did we know they already knew about this for years yet moved us in) next chapter was they moved us into a travel lodge for two weeks, then onto an air b and b where we still are (myself, 3 Yr old daughter and my partner) since being here we have had one offer of a flat we refused because it was in a bad area plus nowhere near like the flat we had been decanted from, so then we wait three months to be told they have reserved a flat coming back to their stock, so we wait and wait and wait.....six weeks it took for it to be ready from the date they said it was available, finally today we went to see the flat and what can only be described as a bad joke was waiting for us, what was described as a spacious two bed flat was only just enough space for one person, my daughters room was literally the size of a small cupboard (and I mean small), the living space was a small room with a kitchenette attached, we Immediately refused and was told on the phone that we were now at the bottom of the list for daring to refuse this substandard dwelling, to clarify we are one of the ones decanted from 43 Earl street and since this orbit has made it feel like they are doing us a favour finding us any old crap to live in, no apologies for the months of anxiety and on a few occasions when I've spoken to various teams I'm spoken to like crap, like it's my fault we have been decanted and messed about, I have sent over 50 emails to them and most are ignored or I'm treated like I've done something wrong, since 7 months we feel abandoned and lied to like we are new tenants looking for a new home WHICH WE ARE NOT!! WE HAD A HOME AND IT WAS TAKEN AWAY BY THESE PEOPLE AND THEY HAVE DONE NOTHING TO RECTIFY THIS OR HELP US APART FROM OFFERING US TWO JOKES OF FLATS, I WILL be taking legal action if this isn't rectified by the end of the week and something adequate offered to us like Earl street, my advice DO NOT ENTERTAIN THESE PEOPLE WITH A THOUGHT OF TENANCY...
Dear Chris,Thank you for your follow-up review earlier, so that the team can support you further please could you respond with your details to the Trustpilot request we just sent privately? Thanks, Orbit.
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
