Housing providers have an increasingly important role to play in supporting customers' mental wellbeing, according to new data from Orbit released ahead of World Mental Health Day on 10th October.
For the second consecutive year, Orbit's Annual Customer Voice Survey identified mental health and wellbeing support as the single most important service customers want from its Better Days programme, which also provides free support on a range of other issues including finances, employment, digital skills and community connection.
The survey of 1,200 customers highlighted the complexity of support needs within Orbit communities, with more than half of Orbit households including someone living with a physical or mental health condition or another support need. Many are managing both physical and mental health challenges simultaneously.
The findings also reveal a strong link between wellbeing and wider life circumstances. Customers with additional support needs reported an average life satisfaction score of 5.8 out of 10, significantly lower than both the UK average of 6.8 and the 7.4 reported by Orbit customers without additional support needs. The gap highlights the importance of providing holistic support that addresses factors such as financial pressures, employment opportunities, social connection and mental wellbeing.
In response to this growing need, Orbit has continued to expand the scale and reach of its Better Days services. In 2025, the organisation launched a new mental health service in partnership with Health Assured, providing all customers with access to 24/7 support via telephone and live chat, alongside cognitive behavioural therapy available online, by phone and face-to-face. Orbit has also expanded its network of community hubs, bringing support directly into the neighbourhoods where customers live.
The organisation's Neighbourhood Model, introduced in late 2025, further strengthens this approach by placing named Neighbourhood Managers at the heart of local communities. The model provides a trusted local point of contact for customers and helps connect them to specialist support when needed, ensuring customers do not have to navigate services alone.
These investments are already delivering tangible results. During 2025/26, Orbit supported 819 customers through dedicated mental health services and delivered more than 10,000 customer support interventions, a 58% increase on the previous year.
Through Better Days, Orbit also provided £5.6 million in cost-of-living support, including:
· An estimated £3.2 million in additional income secured through welfare benefit gains
· £1.6 million of customer debt managed
· £770,000 in estimated household savings
· £356,000 in hardship grants issued to customers, an increase of 28% on the previous year
“Together, these outcomes demonstrate the value of providing joined-up support that recognises the close relationship between mental wellbeing, financial stability and long-term independence,” says Lucy McGovern, Head of Community Investment and Successful Tenancies at Orbit. “Mental wellbeing is shaped by many factors, from housing, financial security and employment to social connections. That's why it's so important that housing providers collaborate with specialist providers to provide the right support at the right time. By building strong partnerships and creating accessible local support networks, we can help people overcome challenges, improve their wellbeing and thrive within their communities.”