Taking Your Feedback On Board: Energy Team Spotlight
The Energy Team has been working towards ensuring all Ocean homes reach required Energy Performance Certificate (EPC) target of a C rating by 2030. As part of this work, Ocean Housing has partnered 
with LMF Energy to help deliver some of the projects in place and have together completed works in over 200 homes installing a mixture of solar panels, heating and loft installation. The team have made several improvements to the way home energy works are managed, after listening closely to tenant feedback throughout the project.
Early on, the team recognised that the fast‑paced approach of contractors could feel disruptive. To improve communication, they worked with the Customer Experience Team to ensure enquiries were directed quickly and effectively signposted. Phone and in‑person surveys were also carried out to gather honest feedback on contractor behaviour, communication, and cleanliness.
To maintain high standards, the Energy Team put strong post‑inspection processes in place, including a shared snagging tracker and weekly meetings with contractors. This helped ensure issues, including defects that could have serious impacts on homes were resolved quickly. In many cases, multiple inspections were carried out to make sure repairs were completed properly.
Supervisors used feedback and complaints insight to prioritise support for tenants who were most dissatisfied, helping prevent issues from escalating into formal complaints. The team also identified the need for further customer service training to ensure a consistent approach across all staff. The team have also taken on board the need to share clear expectations and shared conduct expectations when working with external contractors on jointly delivered projects.
These improvements demonstrate the Energy Team’s commitment to listening, learning, and providing a better experience for tenants.