Our customer services team are currently short staffed, we ask for you to please bear with us during this time. We will answer you call as soon as we can, alternatively you can log repairs and make payments on the Orwell app or on our website. Thank you
If you need to contact the Customer Services team, please use one of the forms below. We also have various other methods of communication detailed at the bottom of this page. Equally you can use our app, downloaded to your mobile device. Find out more here.
- Repair requests/enquiries - repairs@orwell-housing.co.uk
- General enquires - info@orwell-housing.co.uk
Please be aware of cold callers claiming to be from the local authority asking for personal details. We have had reports from some residents of callers attempting to gain personal information. Please do not give information on the phone without verifying who you are talking to.
If you need to contact us for any reason, you can use the contact form below or use one of the many options listed here. Just use whichever option you are more comfortable with!
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Online Chat
Click on the green "Chat with our team live!" button located in the bottom right of the screen during office hours to get live online support from one of our Customer Service Advisors.
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Phone us
0345 60 100 30
*Mobile phone rates may vary, please check with your service provider on what rates you will be charged.
The hotline operates during office opening hours.
Out of office hours the number automatically diverts to Centra Pulse. Centra Pulse are a specialist team trained to handle any issues that may arise.
Below are some links with information provided on how to contact or visit Orwell.
In the event that all Customer Service Advisors are unavailable on the phone, please take advantage of the FREE call back facility or message service. The Customer Service Team aims to return all calls within 15 minutes of receipt of your request. You can also use one of our contact methods below.
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Email us
Please send any general or Customer Services enquiries to: info@orwell-housing.co.uk
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Orwell App
Our free Orwell Housing app provides you with instant access to your account so you can manage your tenancy and services from your phone, anytime.
Visit our App page -
Write or visit us
Registered Office:
Orwell Housing Association Limited
Crane Hill Lodge
325 London Road
Ipswich
Suffolk
IP2 0BERegistered in England and Wales as a Charitable Industrial & Provident Society under Number 16460R
Housing & Regeneration Act 208 - Homes & Communities Agency Registered No L0028
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Media Enquiries
For media enquiries, please contact: Jenny Dewey, Head of Communications and Marketing on comms@orwell-housing.co.uk or call Jenny on 01473 550578.
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Social media
Check out our Social Media channels here. Keep updated and visit our pages. From videos to jobs and business updates to events... We have it all here and would like you to see what Orwell is up to.
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Online form
Guidance for completing forms
• Phone numbers - use numbers only. Do not use any letters or additional characters.
• Email addresses - enter a valid email address. For example, info@orwell-housing.co.ukNote: Required fields are marked with an asterisk (*) and must be filled in to complete the form.
We aim to respond to all queries and comments within five calendar days.
Contact us -
Ipswich Office opening times
The Ipswich office on London Road is open from 8:30am to 5pm Monday to Friday.
Outside of our opening hours, emergency repairs can be reported using our Customer Services Contact Centre number - 0345 60 100 30.
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Making a complaint
Complaints are a positive and valuable source of learning as some help us identify where we can make improvements to our services. If you have a complaint, please let us know here.
Make a complaint -
View our complaints policy
If you want to view our complaints policy, you can do so here as well.
Complaints policy
