Community Engagement Platform for UK Utilities
Helping UK water, energy and utilities providers manage service disruption communications, protect reputation and build community trust all from one platform.
Built with utilities in mind
We’re proud to be trusted by 400+ public sector and regulated organisations from utilities and housing, to local and central government, emergency services and healthcare.
The opportunity
UK utilities providers face an unprecedented trust deficit. Water companies are under intense public scrutiny over sewage discharges, leaks and infrastructure investment. Energy suppliers are navigating ongoing cost of living pressures and price cap volatility. Both face Ofwat and Ofgem regulatory obligations, Consumer Duty requirements and growing expectations from communities, MPs and local authorities. When something goes wrong like a burst main, a power outage, or a billing crisis social media becomes the frontline, and silence is not an option.
Orlo’s Community Engagement Platform helps utilities providers monitor public sentiment in real time, coordinate communications across teams during service disruptions and capture the customer and community voice needed to inform strategy, satisfy regulators and rebuild trust.
The Orlo solution
Orlo works with utilities providers supporting community engagement in three key areas…
1. Social media management
Coordinate crisis comms, manage reputation and stay ahead of service disruption from one centralised platform.
When a burst main hits or an outage affects thousands of customers, utilities teams need to publish accurate information fast, across every channel, without duplication or conflicting messages. Orlo centralises communications across departments from customer service to corporate affairs so your teams can respond with a single, consistent voice. Social listening detects spikes in community concern before they escalate, giving communications teams the earliest possible warning of emerging issues.
2. Voice of the community
Capture customer feedback, understand public sentiment and evidence engagement with regulators.
Ofwat’s PR24 and Ofgem’s ongoing price reviews require utilities providers to demonstrate genuine, evidenced engagement with customers and communities. Orlo’s survey and social listening tools help you gather direct, indirect and inferred feedback giving you a comprehensive view of public sentiment across your service areas. Whether you’re running a formal consultation, capturing post-incident customer satisfaction or tracking the impact of a communications campaign, Orlo provides the insight and audit trail to support regulatory reporting.
3. Customer service
Reduce contact centre pressure during incidents and improve response times across every channel.
Service disruptions create surges in inbound customer contact that can overwhelm frontline teams. Orlo’s customer service tools, including a unified inbox, chatbots and live chat, help utilities providers handle high-volume digital enquiries efficiently, deflecting routine queries and freeing agents to focus on complex or urgent cases. During major incidents, automated responses and pre-approved messaging keep customers informed without adding pressure to already stretched teams.
Easily connect all of your social media platforms
Orlo integrates with a range of social media platforms & business software so you have everything you need in one place.
Orlo also offers dedicated transactional surveys for utilities providers, automatically capturing customer feedback after all interactions, providing real-time, actionable insight you can use to identify service issues and process pinch points. Allowing you to stay on top of emerging problems, increase customer trust and ultimately give you greater chance of improved C-Mex scores.
Everything your team needs to engage, listen and respond
Surveys
Capture direct, indirect and inferred feedback. So you can listen to all of your community.
Trust Indicator
Turn public sentiment and emotion into a single trust score so you can track changes to your reputation in real-time.
Benchmarking
Understand what’s happening within your sector and how you compare at a glance.
Social Listening
Listen to and understand the needs of your community with social media listening.
Analytics
Interpret your data and create impactful reports that show the value of your work.
Content Calendar
Plan, create, approve, schedule and manage all of your campaigns in one place.
Content Creation
Use our content creation tools to publish engaging, relevant and timely content.
Reviews
Monitor, respond to, and amplify your reviews to understand what matters most to your community.
Post Boosting
Ensure your most vital updates get in front of the right people, at the right time, for greater reach, clicks and engagement.
Chatbot
Increase team capacity, save your agents’ time and decrease cost-to-serve by reducing 50% of inbound queries.
Live Chat
Be there when your community need you most by responding instantly with Orlo’s live chat feature.
Orlo Insights
Combine the power of Social Listening, Media Monitoring and AI, developed with the Public Sector in mind.
Media Monitoring
Monitor news sites, blogs, forums and online press across the web in real time.
Social Archiving
Archive social media posts with ease, archiving is built in to the Orlo platform as standard.
Scheduling Tools
Use the content calendar to plan ahead and schedule social media posts at peak times to boost engagement.
See Orlo in action
What to expect
See Orlo in action
What to expect
Meet some of the housing team
Sam Walker
Digital Community Engagement Consultant
As a Community Engagement Consultant at Orlo, Sam is dedicated to helping social housing providers strengthen connections with tenants, streamline engagement strategies, and deliver better outcomes for the communities they serve. With 15 years of experience in voice of the customer and engagement technology, Sam has worked across social housing, utilities, and the private sector, supporting organisations to build meaningful, trust-based relationships with their customers. Passionate about turning feedback into action, Sam specialises in helping providers amplify all voices; creating lasting, positive impact through digital engagement.
Dan Williams
Digital Engagement Lead
Dan works with housing associations to explore how digital engagement can support the challenges they face today – from capturing Tenant Satisfaction Measures (TSM) data to understanding tenant sentiment in real time. With a background across sectors where communication and trust are vital, he brings first-hand experience of how the right message at the right time can build confidence or break it. Dan is committed to helping housing teams listen more effectively, evidence the impact of their work and focus on the outcomes that matter most to residents.
Meet the Orlo team
Meet the rest of the ‘orlonians’ dedicated to improving community engagement in the public sector.
Supporting
44
housing associations
Building trust with over
51,000,000
citizens
Handling over
125,000,000
digital conversations
See Orlo’s community engagement platform in action today.
Increase community engagement
Improve customer experience
Build trust
Don’t miss out – stay in the know.
Inspiring thought-leadership content
Exciting product announcements
Upcoming webinars and events
Don’t miss out – stay in the know.
Inspiring thought-leadership content
Exciting product announcements
Upcoming webinars and events
