Affordable housing provider Orbit has conducted its first piece of in-depth research into how the cost-of-living crisis is affecting customers.
Conducted in March and April 2023, the research sought the views of 800 representative renters and owners about how the crisis is impacting their everyday living, health and finances. The feedback will be used to help Orbit further enhance its existing package of support for customers to ensure that it is focussed on the issues where customers say they are struggling most.
Some of the key findings of the research include:
Paul Richards, group director for Customers and Communities for Orbit commented:
“It’s no surprise that the cost-of-living crisis is placing additional strain on many of our customers, but this piece of research provides the richest data we have secured so far around finances and income and gives us a much deeper understanding of how the cost-of-living is affecting the day to day lives of customers. We’re extremely proud of the extra support measures we’ve already introduced to support customers through the current challenges and this new insight will help us to ensure that we’re responding to the concerns of customers and focussing on the areas where they say they need most help.”
Orbit has introduced a number of new services as part of its Better Days programme to help customers manage their finances, maximise their income and reduce the pressure of cost-of-living increases.
This included an Energy Advice Service in partnership with National Energy Action (NEA), a Welfare Advice Service provided by the Citizens Advice Bureau, a new cost-of-living support and education hub on Orbit’s customer website and an increased capacity in its mental health support service, Breathing Space, which is commissioned with Mind and Aspire4u.
In addition to the extra benefit services, Orbit’s Tenancy Sustainment Team have provided over 2,800 customer coaching sessions, supporting more than 1,000 customers into training and over 300 into employment or volunteering – working with people most in need to help manage their wellbeing, maximise their income and ultimately to maintain their tenancies.
Lucy McGovern, head of Thriving Communities at Orbit added:
“Data is invaluable when it comes to shaping our services and wider support we offer our customers. It enables us to ensure we are targeting our investment in a way that will have the maximum social impact for our customers, help them to sustain their tenancies and maintain their personal wellbeing. Our latest insights have not only reaffirmed that we are taking the right approach but are pivotal in informing our next steps.”