Orbit FAQs

FAQs

For Orbit customers moving to B3Living on 11 Nov 2024

 

Here’s everything you need to know about how the switchover will impact you.

It'll be a straightforward switch you shouldn't notice too many changes. But thanks for bearing with us while we get to know you.

If you'd like to know more about the background to the switchover - i.e. what's happening, when, and why - click here.

Please stay in touch with your dedicated Neighbourhood Officer if you have any questions or spot anything.

  1. Will my rent go up?
    Switching to B3Living won’t affect your rent amount. Rent changes will follow the normal cycle you get every year.

  2. How do I pay rent to you?
    Contact us to let us know how you’d like to pay. If you’d like us to set up a direct debit, pop this on the form and our Rents team will give you a call back.

  3. I get Universal Credit – do I need to do anything?
    You need to log in to your Journal and find the ‘Change of circumstances’ option. You just need to update them of your change of landlord. If you can’t find this form, you can also add ‘free notes’.

  4. I’ve accidentally paid Orbit after the transfer. What do I do?
    Orbit will let us know and transfer any accidental payments to us. The only thing you need to do is remember to change the payment details for next time.

  5. I’m struggling to pay my rent / am in arrears – what happens now?
    It isn't easy to talk about money, but our team will always be supportive. There are lots of reasons why you might struggle to pay, and we are willing to help. If you contact us sooner rather than later, we can go through your options and save you some stress.

  6. Will you have my rent statement?
    We’re going to get your account balance from Orbit. But we won’t get all your transaction history, so Orbit should send you a final rent statement. But you can register with the myB3Living app to get your balance and statement from after 11 Nov. We’ll also send you a paper copy once a year.

  1. Can I still order repairs?
    Yes! Keeping your home in good repair is really important to us, so please tell us asap if something is broken. For non-emergencies, it’s worth double checking here to see what’s covered by your rent and if there’s anything else you need to know. It’s probably similar to your last landlord.

  2. How do I report something that needs fixing (incl. emergency repairs)?
    Our app is the best way to log a repair. If it’s an emergency, please call on 01992 453700 so we can get on it right away.

  3. Should I report repairs to you or Orbit?
    Although the formal switchover is on 11 Nov, we’ll start taking over new requests from Orbit on 4 Nov. So please contact us about anything that needs fixing.

  4. I’ve got a repair with Orbit that hasn’t been fixed yet. What’s happening with that?
    Orbit will finish any jobs they’ve already started - unless we contact you to let you know otherwise.

  5. How quickly do you fix repairs?
    It depends on the job and what parts we need. For emergencies, our lines are open 24/7 and we’ll come out to make things safe within a day. If it’s a more routine fix, then we aim for 20 working days.

  6. Do you fit new kitchens / bathrooms / windows / etc?
    Maintenance is something we pride ourselves on. We're in the top six landlords (of over 200) for how much we invest in our homes. But we are always conscious of balancing this against keeping things affordable for our customers - so we might not be able to refresh everything straight away.

    We'll be out to look at your home soon and check the lifespan on things like your kitchen. Then we'll be able to predict when it'll need replacing, so we can make plans / budgets for the future.

  1. Why has someone contacted me about a gas / electrical check?
    We try to stay on top of safety checks at all time. We know there are a few of you due for boiler services / electric testing soon - so our contractors will be in touch asap to get this booked in.

  2. Someone from B3Living has called me about visiting my home for a survey. Is there a problem?
    No. But our surveyors might contact you so we can take a look at your home and see what condition it’s in. It helps us predict for the future – e.g. we’ll look at your roof to see how long before we need to replace it.

  1. How do I contact you?
    That’s up to you. We have an app, live chat on our website, or you can call / email us. Find out more here
    During this process, you’ll have a dedicated Neighbourhood Officer – Sotiris Jakes. Click here to send Sotiris any questions.

  2. Can I ring you when I need something?
    Yes, of course! Our number is 01992 453700. But we know you can’t always do your life admin between 9am-5pm, so you can also use our app and website 24/7 to log requests.

  3. Can I get an online account?
    After 11 Nov, all your details will be transferred to us from Orbit. Then you’ll be able to register for myB3Living – click here to find out how.

  4. Can I come in to talk to someone?
    Absolutely! We’re down the road. If you make an appointment, we’re happy to host at our office or one of our community hubs.

    Please make an appointment before you visit. Our team are often out and about visiting customers, and we'd want to make sure the person you need to see is in.

  1. Will I get a new tenancy agreement?
    Your tenancy is broadly staying the same.
    The only change we might make is to ask if you’d want to move to stable service charges to help you know where you stand financially every month. There’s more on this here. 

  2. Will I lose any of my rights?
    Your rights will be protected.

  3. Will I get the same services from you?
    We cover all the same services as Orbit.

  4. Do I have the Right to Buy my home?
    It depends. Your rights aren’t changing – so it depends if you had the Right to Buy before. Feel free to contact us if you’re not sure.

  5. I have an outstanding complaint with Orbit about their services – will you take that on?
    Orbit will keep working with you on your case until its finished.
    After the switchover, you can contact us if you’d like to make a complaint. We have a dedicated team you can reach here.

    Note – if you raise a complaint related to an issue that happened before the switchover to us, we will do our best to investigate and work with Orbit. It might be more challenging for us to find out what happened in the past, so please share all the details you have.

  6. I have pets. Can I keep them?
    Yes – as long as you got permission to have a pet in the first place, you’re looking after its welfare, and it isn’t causing any complaints. If you don’t have a pet and would like to get one, please contact us to get permission.

  7. Can I have a say in your decisions?
    Yes definitely! We have a network of customers who we contact for their input, they’re called our ‘Customer Community’. To join, click here.

  1. Can I contact you if I have issues with a neighbour?
    If your neighbour is one of our customers, then yes.
    Working with you to resolve any anti-social behaviour is one of our services. Click here to see our guide for handling different types of cases and where we do / don’t have powers to step in.

  2. I have a case against a neighbour already with Orbit. Will you pick it up?
    Yes, Orbit will be transferring your case information to us. But please bear with us as we get up to speed.

  3. Who will cut the grass / hedges on my street?
    We're bringing in a third-party contractor to cover this. We're waiting for quotes but we'll keep in touch as we know more.

    Note – just like Orbit, our service only covers verges on the street / communal gardens, not your front/back garden if you live in a house.

  4. Will different people clean my block (flats)?
    Yes. If you live in a block, we're bringing in a contractor to cover the cleaning and caretaking. We're waiting for quotes to come back right now, but we'll let you know how we get on.

  1. Can I still do a mutual exchange?
    Yes – you can still exchange with tenants from other landlords. It’s the same process as with your old landlord - through the Homeswapper website.

  2. I’m on the transfer list with the Council, will that change?
    When we become your landlord, your position on the Council’s transfer list won’t change.

  3. Can I register with you for a transfer?
    Like Orbit, we don’t have our own transfer list. We offer our empty / new homes to the Council, so you’ll need to apply to them if you have a need to move.

  1. Will I get a new lease?
    You’ll keep the same lease with the same terms and conditions.

  2. Does this affect the length of my lease?
    Your lease isn’t changing – so the term of your lease will stay the same.

  3. I’m in the middle of extending my lease – how does this affect me?
    Orbit will hand over your file to us. We’ll keep working on this with you.

  4. Will you still cover buildings insurance?
    We’re buying these buildings from Orbit, so your flat will come under our buildings insurance. You can download a copy of our cover here.

  1. Will my service charges go up?
    We're not looking to put service charges up.

    But we might move you onto a stable service charge to give you peace of mind and make them easier to manage. This isn't about charging more - it's about changing the way you pay - click here to find out more.

  2. How do I make payments?
    Check out our payment options here and see which suits you. If you’d like us to set up a direct debit, pop this on the form and our team will give you a call back.

  3. My direct debit accidentally went to Orbit after the transfer. What do I do?
    Orbit will let us know and transfer any accidental payments to us. The only thing you need to do is remember to change the payment details for next time.

  4. I’m going through something difficult and am worried about my bills – what happens now?
    It isn't easy to talk about money, but our team will always be supportive. There are lots of reasons why you might struggle to pay, and we are willing to help. If you contact us sooner rather than later, we can go through your options and save you some stress.

  5. Will you have my account statement?
    We’re going to get your account balance from Orbit. But we won’t get all your transaction history, so Orbit should send you a final rent statement. But you can register with the myB3Living app to get your balance and statement from after Mon 11 Nov. We’ll also send you a paper copy once a year.

  1. How do I contact you?
    That’s up to you. We have an app, live chat on our website, or you can call / email us. Find out more here

  2. Can I ring you when I need something?
    Yes, of course! Our number is 01992 453700. But we know you can’t always do your life admin between 9am-5pm, so you can also use our app and website 24/7 to log requests.

  3. Can I get an online account?
    After 11 Nov, all your details will be transferred to us from Orbit. Then you’ll be able to register for myB3Living – click here to find out how.

  4. Do you have any specialists on leases / shared ownership?
    We have a dedicated team who support our homeowners, with team members who have specialised in leasehold services for a number of years. You can contact them at home.ownership@b3living.org.uk

 

  1. Will I get the same services from you?
    We cover all the same services as Orbit.

  2. I have an outstanding complaint with Orbit about their services – will you take that on?

    Orbit will keep working with you on your case until its finished.
    After the switchover, you can contact us if you’d like to make a complaint. We have a dedicated team you can reach here.

    Note – if you raise a complaint related to an issue that happened before the switchover to us, we will do our best to investigate and work with Orbit. It might be more challenging for us to find out what happened in the past, so please share all the details you have.

  3. Can I have a say in your decisions?
    Yes definitely! We have a network of customers who we contact for their input, they’re called our ‘Customer Community’. To join, click here.

  1. Can I contact you if I have issues with a neighbour?
    If your neighbour is one of our customers, then yes. Working with you to resolve any anti-social behaviour is one of our services. Click here to see our guide for handling different types of cases and where we do / don’t have powers to step in.

  2. I have a case against a neighbour already with Orbit. Will you pick it up?
    Yes, Orbit will be transferring your case information to us. But please bear with us as we get up to speed.

  3. Who will cut the grass on my street?
    We're bringing in a third-party contractor to cover this. We're waiting for quotes but we'll keep in touch as we know more.

    Note – just like Orbit, our service only covers verges on the street / communal gardens, not your front/back garden if you live in a house.

  4. Will different people clean my block (flats)?
    Yes. If you live in a block, we're bringing in a contractor to cover the cleaning and caretaking. We're waiting for quotes to come back right now, but we'll let you know how we get on.

  1. Does this affect the value of my home?
    No, it shouldn’t do. Your home’s value shouldn’t be negatively impacted. We hold the top ratings with our regulator (G1 / V1) and are among the top landlords in the country for the amount we invest in our homes, our building safety compliance and our customer satisfaction scores.

  2. I’m a shared owner, can I still buy more shares?
    Overall, the terms and conditions of your lease won’t change. So, you’ll be able to buy more shares (aka to ‘staircase’) up to the % set out in your existing lease.

  3. What do I need to tell you if I’m planning to sell my home?
    That depends whether you’re a shared owner or whether you own your lease 100%
    • If you own the whole lease, your solicitor will contact us at the point of sale.
    • If you’re a shared owner, then yes – you do need to contact us.

Related Links

Contact your dedicated Neighbourhood Officer
More about the switchover