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Your Ocean Housing rent statement explained

All tenants and residents will receive their biannual rent statement in the coming weeks.

If your rent account is in credit or if you are paying off arrears in line with an agreement, you will not need to contact us.

If your account is in arrears and you do not have an agreement for repayment, please contact your Customer Accounts Advisor on 01726 874450.

Full Housing Benefit claimants also do not need to call in. Housing Benefit queries should be directed to Cornwall Council Housing Benefit.

The picture below shows how the rent statement is broken down and explains if you are in credit, arrears, have an agreement set up, pay a service charge or owe money other than rent.

To view your rent statements online go to My Ocean, or download the Ocean Housing App via the Play Store or the Apple App Store (You must be registered and signed in to My Ocean while using the app).

Should you have any further questions regarding your rent statement, please contact us by emailing or by calling 01726 874450.

Every time that rent statements are sent out we do notice some recurring questions.

So, we have put together a list of Frequently Asked Questions and Answers to help you better understand your rent statement.

You can find the Rent Statement FAQs here.

Community comes together in St Dennis

We hosted a Community Action Day in St Dennis earlier this month, bringing together residents from the village to talk about their homes and community.

Held at Manson Place on Wednesday 1 September, the event was the first of its kind that the social housing provider had staged since the COVID-19 pandemic began.

It provided an opportunity for residents to meet staff from Ocean Housing, dispose of unwanted items from their homes in skips hired for the event, and gain free advice from other local agencies.

The event was organised by Ocean Housing’s tenant partnership co-ordinator, Abigail Vercoe. She said: “It was fantastic for us to get back out into the community and engage with our residents in person.

“Days like this help us collect area-specific feedback, and we’ll now be working with our teams to explore how we can use this to improve our service delivery within the community.

“We were very pleased to be joined by so many residents and staff from other agencies, and would like to say a massive thank you to everyone who attended to make it such an enjoyable and productive event.”

Advice was available from agencies including Cornwall Council, Cornwall Fire and Rescue Service, Devon and Cornwall Police, Citizens Advice Cornwall, Safer Cornwall, and fellow housing association Live West, which also has properties in the area.

Younger residents enjoyed a visit from a children’s entertainer, as well as a chance to look inside a fire engine. Free refreshments from a mobile barista were also provided.

Dick Cole, Cornwall Councillor for St Dennis and St Enoder, attended the event. He said: “I was very grateful to Ocean Housing for organising the community day.

“It was a wonderful opportunity for me to meet with a number of local residents and to hear about what issues need to be addressed in their area.

“I look forward to working with Ocean and other partners to address the matters brought to my attention.”

We have plans to host further Community Action Days in the near future in other locations across Cornwall. Updates will be communicated via our social media channels and website.

Ocean Housing website redesign – let us know how you would like it to look

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We are in the process of refreshing our Ocean Housing website and we need your help.

This is to make sure that you, our tenants and residents, can find the information you want, when you need it the most.

To help us design a site that meets your needs we want your feedback on what you like and don’t like about our current one.

We would really appreciate it if our tenants could support us with this by answering a short survey.

The survey only takes a couple of minutes to complete and your feedback will help shape the website and services you could be using in the near future.

It is hosted on our VIP platform and can be found here: 

If you leave your contact details at the end of the survey you will be entered into our draw to win a £50 shopping voucher. Thank you!


Our Hardship Fund is here to help Cornish communities affected by the COVID-19 pandemic

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Ocean Housing has been helping families in Cornwall throughout the COVID-19 pandemic by offering financial support and donating digital equipment.

Last April we launched a £50,000 hardship fund, which is available to Ocean Housing residents, Cornish charities, and voluntary sector and community organisations which have been financially impacted by the coronavirus.

Frances Turner, managing director of Ocean Housing, said: “At the start of the coronavirus pandemic, we saw a significant rise in cases of tenants struggling financially due to job losses and reduced working hours. Many have been finding it difficult to cover basic living costs like food, rent and bills.

“We launched the hardship fund as a safety net to help individuals who are unable to benefit from other forms of support for these essentials, and for voluntary organisations which have seen an unprecedented demand for their services.”

Since April 2020, Ocean has awarded around £30,000 of the hardship fund which has been able to help dozens of tenants, as well as support many vital community organisations including St Austell and Newquay Foodbank, Cornwall Community Foundation, and St Austell Revival Together (START). 24 Cornwall councillors, who represent local communities which include Ocean residents, were also granted £250 each to support coronavirus initiatives in their area.

Sharon Sission from START explained how the funds made such a difference to the charity. She said: “Ocean’s support meant we could stay open to help vulnerable families in need, as some of the money went towards buying PPE for our staff which we hadn’t budgeted for before the pandemic.

“A lot of the money also went towards helping struggling families buy school uniform for their children starting the new school term, which meant they could turn up looking like everyone else – something that’s really important for their self-esteem. Everyone was so grateful.”

We also have a number of desktop computers available for donation to local schools to assist with children’s return to the classroom.

Frances continued: “We were exploring other ways in which we might be able to use our resources to help those in need, and saw an opportunity to put some of our spare office equipment to good use. With schools now reopening, we hope that donating this equipment will have a positive impact on the learning experience of those who may need a little extra support.

“We still have financial help and computers available to those who need it the most. If there are any local charities or people who require support, please get in touch with the Ocean team.”

Individuals and voluntary organisations can contact Ocean Housing about gaining support via phone, email, or LiveChat through the website.

Find out more at

Annual Rent & Service Charge Review – frequently asked questions

We are currently writing to our residents to let them know that our annual review of their rent and service charge has taken place.

Every time that we notify tenants of this review we do notice some recurring questions.

So, we have put together a list of Frequently Asked Questions and Answers to help you better understand your rent statement.

Why has my rent and service charge gone up?

Your tenancy agreement allows Ocean to review your rent and service charges each year.

How has my new rent and service charge been calculated?

Your rent has been increased by CPI (Consumer Price index) plus 1% and your service charge is reflective of our actual costs incurred (during 2020/21) in providing the services that you receive.

I pay by Direct Debit, do I need to do anything?

As part of the review process we will automatically adjust your direct debit to reflect the new amount that you must pay. A new payment schedule will be sent to you soon.

What do I need to do?

You will need to ensure that your payments equal the new total amount that you must pay, unless, you pay by Direct Debit, in which case, we will do this for you and send you a new payment schedule.

I get Housing Benefit, do I need to do anything?

We will give Cornwall Council details of your new rent and service charge, however, you must notify them if there are any changes to your personal circumstances which may affect your entitlement.

I get Universal Credit, do I need to do anything?

You will need to tell the Department of Work and Pensions of your new rent and service    charge.

You can report this by signing into your on line Universal Credit account and completing   the “to do” list, or telephone 0800 328 5644 8:00am to 6:00pm Monday to Friday.

You will need to report both eligible and ineligible service charges which we have listed on your increase letter to make it easier for you.

You must report these changes on Monday 5th April 2021 or at the earliest opportunity thereafter.

Any changes reported before Monday 5th April will not be applied and you may lose out on money that you could be entitled to.

Any changes reported too late may not be backdated and you could lose out on money that you may be entitled to.

What is a service charge?

If you pay a service charge then this will be to cover the costs in providing services which enable you to enjoy living in your home.

This can include services such as grounds maintenance, communal cleaning, communal utility supplies like electricity, lifts, door entry systems, aerial systems and many more things which your property shares in common with neighbouring homes.

What is a personal charge?

A personal charge is personal to you. This can include services such as a stairlift or window cleaning. These charges are also ineligible under Universal Credit/Housing Benefit.

I can’t afford to pay the rent

We can arrange for a customer account advisor to speak to you. They can help if you have any concerns about being able to afford your new rent and service charge.

How can I view details of my rent and service charge?

You can review your rent statement at any time online via My Ocean or the Ocean Housing App available on the App Store and Play Store.

Should you have any further questions regarding this, please contact us by emailing or by calling 01726 874450.

Rent and Service Charge Review 2021 – what Ocean residents need to know

We are currently writing to our residents to let them know that our annual review of their rent and service charge has taken place.

Your payments should equal the new charge from the date indicated in your letter.

What happens now?

If you pay by Direct Debit, then there is nothing more you need to do. We will write to you separately with a new payment schedule.

If you receive Housing Benefit, we will let Cornwall Council know about your new charges. Unless your circumstances have changed, there is nothing more you need to do.

If you receive Universal Credit, you will need to notify the Department of Work and Pensions of your new rent and service charge.

It is important that you do this to ensure that you continue to receive the correct level of housing costs with your Universal Credit.

You will need to report ‘eligible’ and ‘ineligible’ service charges separately. If relevant, we will set this out on your letter to make this easier for you.

You can report changes to your rent and/or service charge through your online account, using the ‘change to: housing costs’ function, or by calling 0800 328 5644. Lines are open 8am-6pm, Monday to Friday.


  • You must report the changes on the date they take effect, or at the earliest opportunity thereafter.
  • Changes reported before they take effect will not be applied and you may lose out on money which you could be entitled to.
  • Changes reported too late will not be backdated and you could lose out on money which you may be entitled to.

For our rented tenants we are required by law to advise you that you have the right to terminate your tenancy if you do not wish to pay the new charge.

Therefore, if you are a rented tenant and do not wish to pay the new charge, and want to end your tenancy, you must give us four weeks’ notice in writing by 8 March  2021.

We’re here if you want to discuss your rent and service charge

Should you have any questions, our Customer Accounts team are here to help. Further details on how to contact them can be found here.

Alternatively, you can view your rent account online via  ‘My Ocean’ or the Ocean Housing app.

Every time that we notify tenants of this review we do notice some recurring questions.

So, we have put together a list of Frequently Asked Questions and Answers to help you better understand the review.

Read more: Frequently Asked Questions about our annual rent and service charge review

Ocean Housing reaches shared ownership milestone

Earlier this month Ocean Housing completed on its 500th shared ownership home – a great start to 2021!

Our team handed Amy and Debbie (pictured) the keys to their new home in Cubert, with social distancing measures in mind, on Friday 15 January 2021. Their house is one of six affordable properties built by Kingsley Homes in the village which are owned and managed by Ocean Housing, comprising four homes for affordable rent and two for shared ownership.

This is the couple’s second home purchased through the shared ownership scheme, which has helped them to move up the property ladder from a flat which they have outgrown, into a house.

Amy told us: “I grew up in Cubert. It’s a lovely village with a great mix of coast and countryside, but due to high property prices I didn’t think I’d be able to return to living in such a sought-after area.

“I was so excited to see that some of the houses at the scheme were shared ownership, and due to being local with my family still living in the area, we were lucky enough to be accepted for one of the properties. We have purchased a 75% share, and will pay rent on the other 25%.”

With the UK placed into another lockdown at the beginning of the month, our sales coordinator, Nicola Mitchell, explained that the sale was still able to go ahead despite the coronavirus pandemic.

She said: “Ocean is committed to ensuring the safety and wellbeing of its clients and employees. We have a secure handover procedure, in accordance with the latest Government guidelines, which means we can safely continue to deliver much needed homes to our buyers, such as Amy and Debbie, whilst keeping everyone in our communities safe.”

Ocean Housing now has designated appointments for viewings and key handovers. We have redesigned our viewing processes to ensure social distancing is allowed for, and introduced additional safety measures, such as; hand sanitising, and wearing masks and gloves.

Ocean Housing Group’s chief executive, Mark Gardner, added: “I am really proud to have reached such a significant milestone which has helped so many families get their foot on the property ladder. Our team has adapted to new ways of working to make this possible, whilst offering the same level of customer service we strive for.

“Shared ownership is an important part of our programme to provide high quality, affordable homes for people in Cornwall, and we look forward to welcoming others like Amy and Debbie into their new homes in the future.”

For more information about shared ownership opportunities with Ocean Housing take a look around this website.

Ocean Housing Group Staff Conference 2020 held virtually

The Ocean Housing Group came together virtually on Friday December 11, to reflect and celebrate achievements of the past year.

Like many events in 2020, our annual staff conference had to be held online. This however did not prevent around 200 colleagues, engaged tenants and board members getting involved and marking the occasion in style.

Determined to make sure that the event – originally due to be held in the spring – went ahead before the year ended, we decided that hosting it via video-conferencing was the only solution.

“At Ocean, our staff conference is very important to us,” said Mark Gardner, chief executive.

“It gives us the opportunity to come together with colleagues from all across the Ocean Group, Ocean Housing and Gilbert and Goode.”

He added: “We were delighted to be able to host it, albeit in a different form, this year. It was fantastic to see everyone engaging and championing their colleague’s achievements.”

“Working remotely may mean teams are apart, but it has done nothing to affect the team spirit and togetherness of the Ocean Group, or our motivation to serve our tenants.”

Participation packs, which included details of how to get involved as well as refreshments, arrived at the homes of Ocean staff all across Cornwall beforehand, to ensure everyone could join in comfort.

“Working remotely may mean teams are apart, but it has done nothing to affect the team spirit and togetherness of the Ocean Group, or our motivation to serve our tenants.” – Mark Gardner, Ocean Group chief executive.

Those who tuned in slightly earlier were greeted by welcome music. Colleagues shared their dance moves from their homes, creating a celebratory atmosphere from the start.

As part of the conference, awards of achievement were given to staff who have demonstrated core characteristics of the Ocean Group’s values.

The Ocean Group ‘Going the Extra Mile’ (GEM) Awards recognise themes including exceptional teamwork, enthusiasm, innovation, and passion for customer service.

Special golden tickets were placed in the participation packs of all those shortlisted, just to add to the excitement and congratulate them on their hard work.

Jill Hughes, who works on the reception desk, won the ‘Tenant’s Choice’ award and was also voted overall ‘Winner of Winners’ by her colleagues.

She said: “It was a really nice feeling to be voted for by my colleagues, and also tenants, I’m really grateful. Coming together and seeing everyone virtually during the conference was a brilliant way to end a testing year, especially when we’ve all been apart, working from home.”

The ‘Tenant GEM’ award celebrated Ocean tenants. Brenda Edwards won the award for her dedicated community work.

She said: “I was very pleased to receive this award. I think it’s really good that Ocean recognise the efforts of tenants, there was a really strong shortlist of people who have worked hard for their communities.”

Mark Gardner concluded the conference by wishing both staff and tenants alike the very best for the Christmas break and 2021.

As the date coincided with Save the Children’s National Christmas Jumper Day, conference attendees wore festive attire and donated to the charity.

Grant funding secured for Polgrean redevelopment

Ocean Housing has recently secured £3 million of funding to help provide high quality, affordable homes for people in St Blazey.

The grants have been awarded by Cornwall Council and Homes England, and will help to fund future phases of Ocean’s multi-million-pound project at Polgrean Place, including nine properties for rent, five for shared ownership, and a bespoke block of 16 flats for older people.

Managing director of Ocean Housing, Frances Turner, said: “We are so grateful for the support of our grant funding partners, which along with our own significant investment, has enabled us to undertake this large and complex redevelopment project.

“We have worked closely with our partners in ensuring we deliver a new lease of life for this community in St Blazey.”

Overall, the scheme will provide a total of 60 new homes for rent and shared ownership, as well as two commercial units and a community space which are already in progress. The first phase of ten two and three-bedroomed homes for rent is also underway, and will be ready for families to move into by summer 2021.

“We have worked closely with our partners in ensuring we deliver a new lease of life for this community in St Blazey.” – Frances Turner, Managing Director of Ocean Housing.

Our sister company, Gilbert & Goode, is the main building contractor for the development. It is the Ocean Group’s biggest project to date, and has been widely welcomed by the community.

Frances added: “We have a shortage of high quality accommodation suitable for older people in Cornwall, particularly in the St Austell area, so we are really pleased to be able to provide a bespoke block of flats for them at Polgrean.

“It will be built to national design standards for older people, and will include facilities such as internal mobility scooter storage, a communal social space with kitchenette, and a landscaped communal garden exclusively for the older residents.

“Our project is also providing our very first homes to be available for shared ownership in St Blazey. These homes will be exclusively available to people who have a connection to the local area, and we are looking forward to speaking with those who are interested in getting their foot on the housing ladder.”

Help and advice for a warmer winter

We all feel the cold in the winter. But for some people, cold weather can cause serious health problems.

Many people are tempted to turn their heating off to save money, but in some circumstances this can end up being even more costly, as it takes extra energy to reheat your home.

Top tips this winter for staying warm and healthy:

  • Keep warm and set your heating between 18°C and 21°C in living areas and 16°c in bedrooms.
  • Eat well and have regular hot meals and drinks.
  • Wrap up warm and keep active.
  • Look out for older friends and neighbours.
  • Avoid common winter illness and get your flu jab (speak to your GP or visit a pharmacist for more information).
  • Consider weather conditions before you leave your home.
  • Switching energy providers could save you money.

If you would like advice about getting the best out of your heating system and saving energy, you can call and speak with one of our Asset Management Team. Also, they can visit your home to carry out an energy audit (social distancing rules applied).

More information about keeping your home warm this winter can be found here.

Did you know?

Community Energy Plus is a local charity, that delivers local solutions to fuel poverty, energy efficiency and sustainable energy. They can help by:

  • Offering practical advice on understanding and reducing your energy bills and combating condensation and mould.
  • Giving details of heating and insulation grants.
  • Providing access to cheap energy tariffs through their collective energy switching initiative.
  • Giving information on free membership to their community oil buying club.
  • Providing support for families with children if they have additional needs.
  • Giving referrals to other trusted service providers where appropriate.
  • Information on emergency energy key “top ups”.

If you want to find out more, you can give them a call on 0800 954 1956. Also, you can email

Other agencies that could help are:

  • Let’s Talk offers a range of schemes to help those with utility debt. Some of their schemes also offer energy efficient white goods. Visit
  • Turn to Us helps people in financial need gain access to welfare benefits, charitable grants and other financial help. Visit

If you are unable to contact any of these organisations or would rather speak to one of our welfare advisors please call 01726 874450 or email

Ocean Group Virtual Remembrance Event 2020

Ocean remembers them.

Remembrance is important to us all at the Ocean Group.

Each year we gather, together with Housing and Gilbert and Goode colleagues, to pay our respects in the office on Armistice Day (November 11).

Due to social distancing restrictions, things have had to be a little different in 2020. But this did not stop us coming together to take part in a collective two-minute silence at 11am.

Staff from across the Group, board members and engaged tenants gathered virtually, and watched a video together before falling silent and reflecting on those who gave their today for our tomorrow.

“It is very important that, even in lockdown, we come together to share our respects for the fallen.” – Mark Gardner, chief executive.

“The Ocean Housing Group remembrance event is very important to us all,” said Mark Gardner, chief executive of the Ocean Group.

“This year we couldn’t be together. So, staff from across the Group made the effort to put together a virtual event, so that we could all continue to mark the occasion.

“We watched a video of team members reciting Laurence Binyon’s ‘For the Fallen’, our very own Scott Allen played the last post and then we fell silent, before the reveille sounded and drew the event to a close.”

Mark added: “It’s very important that, even in lockdown, we come together to share our respects for the fallen. Thank you to everyone involved in contributing to the event and all who accepted our invitation to join us. Lest we forget.”

You can watch the video, played during the virtual event, below.

IFF Research will be calling Ocean Housing tenants

Starting this month, Ocean Housing tenants may receive a call from a company called IFF Research.

This is to get your feedback about Ocean Housing, how you feel about your home, neighbourhood and the services we provide. It is also an opportunity to update the details we hold about you so that they are accurate and correct.

Your views are vital when it comes to what we do and how we do it. Hearing your experiences and feedback will help us to improve the services we provide and how we communicate to Ocean tenants.

IFF Research: What you can expect

Starting later than we first hoped, due to COVID-19, IFF Research will contact a number of tenants by telephone to update the details we hold for you & ask you a number of questions.

This company has been selected to complete this research on our behalf, as they are independent housing research specialists.

We know that cold calling can be a worrying issue for our tenants. So, to be confident that you know the call you receive is genuine, please note the following:

  • Interviewers will introduce themselves as calling from IFF Research.
  • The number which will appear on customer’s phones will be 0800 077 3572 or 0808 169 9378.
  • Calls will be made between 10am and 8pm Monday to Friday and 10am to 4pm on a Saturday.
  • IFF Research are registered with the Market Research Society and bound by their code of conduct, So, they will never pass a customer’s details to any third party.

If you have any concerns or queries please get in touch with us and we’ll be happy to discuss. Thank you!

NHF statement: Supporting tenants affected by the coronavirus crisis

Ocean Housing fully supports the recent statement from the National Housing Federation (NHF) detailing housing associations’ response in supporting residents struggling due to the impact of COVID-19. 

“Housing associations are not-for-profit landlords to more than six million people in England,” said the statement.

“They are working closely with residents, local government, the NHS and others to respond to the coronavirus crisis.

“They are keeping residents safe, keeping vital services running, and helping communities to cope and recover. They know many residents are worried about jobs and getting into debt. Any resident worried about paying their rent should contact their housing association, who will help.”

The statement goes on to highlight three important areas that housing associations, including Ocean Housing, are committed to. They are:

Keeping people secure at home

No one will be evicted from a housing association home as a result of financial hardship caused by coronavirus, where they are working (or engaging) with their housing association to get their payments back on track.’

Helping people to get the support they need

Housing associations are helping residents to access benefits and other support to alleviate financial hardship, including supporting people to get work where possible.’

Acting compassionately and quickly where people are struggling

‘Housing associations will work with any resident who is struggling to find arrangements to pay rent that is manageable for them in the long term. Legal action will only be taken in serious circumstances – for example, as a last resort where a resident will not agree a plan with their landlord to help them pay their rent, or where it is needed urgently in cases of domestic abuse or of anti-social behaviour that is putting other residents or communities at risk.’

You can read the full statement here

Ocean’s response to the statement:

Mark Gardner, chief executive of the Ocean Housing Group, has confirmed Ocean’s support for the NHF statement.

“At Ocean we are proud of our response following the coronavirus outbreak, especially the support our teams have shown to those impacted by it,” he said.

“We have been focussed on making sure we act with all three of the areas covered in the statement in mind. Keeping people secure at home, helping people to get the support they need, and acting compassionately and quickly where people are struggling are themes that have been at the heart of our response.

He added: “Our teams have made just under 1,000 calls to vulnerable tenants, simply to check whether they’re ok. We have also set up the £50K Ocean Housing Hardship Fund, designed to support local charities, families and individuals who are affected by the pandemic.”

“Although our offices currently remain closed to the public for the moment, it does not mean that we are not here for you. Please reach out to us if you are struggling and we can support.”

If you’re financially impacted due to coronavirus please reach out to our team – we’re here to help.

If a tenant finds themselves struggling financially and is having difficulty with rent payments it is important that they contact us with their concerns as soon as possible, and discuss the situation with our Welfare Advisors.

Our team are here to help tenants through this, they will be able to offer specialist advice and agree a reasonable rent plan that reflects the tenant’s circumstances.

To discuss rent accounts or payments tenants can contact their Customer Accounts Advisor on 01726 874450 or email

Further information about Ocean Housing’s COVID-19 response, and details of how we can support you in times of hardship, can be found at

New chapter for Polgrean Place redevelopment

Demolition of Polgrean Place is complete, making way for the construction of a multi-million pound social housing redevelopment in St Blazey, Cornwall.

The ambitious scheme from Ocean Housing will provide 60 new homes for rent and shared ownership, two commercial units, and a community space.

Gilbert & Goode, our sister company and the principal building contractor for the development, began work on the demolition in January, before the impact of COVID-19 meant the building site was temporarily closed.

Alice Maffey, development manager at Ocean Housing, said: “Coronavirus has understandably caused slight delays to our programme. For the safety of staff and the local community, we made the informed decision to shut down the site at the end of March.

“However, revised guidance meant demolition works restarted in April with a reduced workforce adhering to strict social distancing guidelines. The team has worked really hard throughout the last few months to get everything cleared ready for new construction.”

Building will begin in September with a collection of 10 two and three-bedroomed homes, which will be available for affordable rent through Homechoice, and will be ready for families to move in by the end of summer 2021.

Mark Gardner, chief executive of Ocean Housing Group, said: “Completing this demolition is a big milestone for us. I am so proud of our team for pulling together over the last few months to safely move forward with the redevelopment of Polgrean Place.

“It is our biggest project to date, and will provide much needed high quality, affordable homes for families and older people in the St Blazey community.

“We have kept in touch with local residents throughout lockdown, making sure they are up to date with everything going on at the site. I would like to thank them for their ongoing support and vigilance, and I look forward to being able to welcome the first families into their brand-new homes around this time next year.”

The first homes are expected to be finished by summer 2021, with the whole redevelopment anticipated to take around two and a half years to complete.

Statement: At Ocean Housing we will never tolerate racism

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Following recent events in the US and the UK, we have been watching, listening and reflecting. 

The overarching message we have heard from the black and wider BAME community is that it is not ok to remain silent.

Simply saying we are not racist or we uphold equality and won’t tolerate discrimination is no longer enough.  We must do more to understand racism and tackle it in all its forms.

At Ocean, we have always been proud of our approach to equality, diversity and inclusion and ensuring we create a fair place to work and do business with.

However, we know we can do more and we are committed to continue to support and enable diversity for our Black, Asian and Minority Ethnic colleagues, tenants and customers and in the wider Housing sector.

We need to show our actions are as important as our words, we have strategies in place to improve diversity across our business, but we can do better and we will take action to do so.

This video, shared by the Australian State of Victoria, is useful to remind us that we can all take action and ‘stand up’ to racism, in any form.

Devon and Cornwall Police have zero tolerance towards hate crime. A hate crime is behaviour that is harmful, abusive, traumatising and excluding. Cornwall Council has also published further information and resources.

To report a hate crime you can call 101, email or visit

Knowing your neighbours: Meet George Aston, 102 years young with plenty of stories to tell!

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At the beginning of this year, before lockdown restrictions were imposed, we had the pleasure of meeting one of our most senior residents – and we were captivated by his life stories!

“It’s hard to believe that it ever happened,” says George, as he reflects on his former working life.

The 102-year-old – thought to be our oldest resident – served in intelligence at Bletchley Park, the historic centre of Allied code-breaking during the Second World War.

It was there that Alan Turing and his team famously cracked the German Enigma code, greatly helping the Allies secure victory. This remarkable feat was brought to life in an Oscar nominated film, starring Benedict Cumberbatch and Keira Knightley.

Speaking to us 80 years on from his time there (while stressing that he has signed many an Official Secrets Act!), George described it as ‘surreal’.

His dedication has been commemorated in the form of medals and inclusion on the Codebreaker’s Wall at Bletchley.

“I still remember when the brown envelope arrived and told me that I was being conscripted,” he added.

“More is being understood about Bletchley now, all these years on. It’s incredible to think that 9,000 operatives passed through in that time.”

Jessica's homework, including an old photograph of George during service.

Another brown envelope arrived for Mr Aston recently, but its contents provoked an entirely different reaction.

“An eight year old girl named Jessica – who is my great, great niece – recently wrote to me. She has based her school project on Bletchley and my service.”

“That’s the best letter I’ve received in a long time. She is taking my medals in to show her classmates!”

George, originally from Dorset, moved to St Austell after meeting his second wife, Betty, while on

holiday to the Isles of Scilly. They had both lost their first partners to illness and found love again with each other.

His first marriage lasted for 40 years, as did his second. Betty passed away last August, aged 99.

George’s advice for people growing up in 2020 is simply to ‘slow down’. “There’s a terrible pace to everything,” he adds.

“The world today has a lot going for it, but it’s lost a lot on the way. We’ve gone from having horse and carts to putting a man on the moon, but basic principles and manners have gone.”

‘Good, old-fashioned and honest food’ is what George puts his good health and longevity down to. Tripe, onions and dumplings are regular favourites and he makes sure to fast every Saturday.

With a cheeky smile George gestures to his pile of completed puzzle pull-outs and adds: “See, I’m a crazy man for crosswords”, as he continues to carry on codebreaking.

We hope you enjoyed our short interview with George. To find out more, and read the special stories of other residents, follow our StreetTalk residents and tenants magazine.

Celebrate VE Day 75th Anniversary with activity packs

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Ocean Housing is helping residents and staff celebrate the 75th anniversary of VE Day – even in lockdown.

To make sure that people can still mark the milestone in style, we’re pleased to offer a number of downloadable packs and worksheets here on our website.

VE (or Victory in Europe) Day is seen as the end of fighting in Europe, in the final days of the Second World War.

Prime Minister, Winston Churchill, made a radio announcement on May 8 1945 to confirm conflict had ceased. It was the emotional day that millions had waited for. Big celebrations and street parties were held to mark the moment.

The 75th anniversary of Victory in Europe Day on Friday May 8, 2020 was set to be a significant occasion. The May bank holiday was moved and large-scale events were planned to commemorate it.

Unfortunately, due to the coronavirus (COVID-19) pandemic, many events have been forced into cancellation.

Nevertheless, we’re hoping people can still observe the anniversary from their homes. Especially thanks to a brilliant partnership with the Royal British Legion, National Memorial Arboretum and Citizen.

Packs, for children and adults, have been created. This means that you can read all about VE Day and also take part in a range of activities.

Activities include puzzles, recipes, extracts from Churchill speeches, lyrics to war songs and much more.

How to get involved and celebrate VE Day

You can download the packs from the National Memorial Arboretum website. Or you can click below to directly download each one:

VE Day 75th Anniversary Activity Pack

Download Worksheet Key Stage 2

Download Worksheet Key Stage 3 & Key Stage 4

Be sure to let us know how you or your young ones get on with the activities. We would love to see some pictures on social media!

Your Ocean Housing rent statement explained

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All tenants and residents will receive their annual rent statement in the coming months.

If your rent account is in credit or if you are paying off arrears in line with an agreement, you will not need to contact us.

Full Housing Benefit claimants do also not need to call in. Housing Benefit queries should be directed to Cornwall Council Housing Benefit.

Are you claiming Universal Credit?

Due to technical difficulties experienced during the COVID-19 outbreak, we are currently unable to allocate payments received from your Universal Credit to your rent account.

Your rent account may therefore show a larger arrears balance than it should. All payments received by Ocean Housing will be allocated accordingly as soon as possible.

If you are concerned about this , you can email screenshots of your Universal Credit statement showing your two most recent payments to – please include your name and address on the email.

It is your responsibility to check your Universal Credit statement every month to ensure that your rent is covered in full by the direct payments. If your Universal Credit does not cover the rent in full or payments stop, you must contact your Customer Accounts advisor to discuss payments.

Also, because of technical difficulties due to the coronavirus outbreak, we are currently unable to allocate payments received from DWP third party payments for rent arrears.

The picture below shows how the rent statement is broken down and explains if you are in credit, arrears, have an agreement set up, pay a service charge or have any other monies owed other than rent.

To view your rent statements online go to My Ocean, or download the Ocean Housing App via the Play Store or the Apple App Store (You must be registered and signed in to My Ocean while using the app).

Should you have any further questions regarding your rent statement, please contact us by emailing or by calling 01726 874450.

Every time that rent statements are sent out we do notice some recurring questions.

So, we have put together a list of Frequently Asked Questions and Answers to help you better understand your rent statement.

You can find the Rent Statement FAQs here.

Ocean supports the National Housing Federation’s COVID-19 commitments

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The National Housing Federation, which Ocean Housing Group is a proud and committed member of, has released the attached statement today, regarding housing associations’ response to COVID-19 coronavirus.

Ocean Housing Group supports this completely and would like to reassure tenants that we will continue to put them at the heart of our COVID-19 response.

Our team is delivering services, albeit on a slightly reduced scale, in-line with the latest Government guidelines.

As the National Housing Federation states, we are committed to keeping people secure at home, helping people get the support they need, and acting compassionately and quickly where people are struggling.

“Everyone at Ocean Housing Group supports the commitments explained in the National Housing Federation’s statement,” said Mark Gardner, our chief executive.

“We want to thank all of our tenants and staff for their patience and understanding during this difficult period.

“We will continue to keep our website updated with the latest information and advice, and will be sharing useful links via social media.”

He added: “Finally, I want to reassure our tenants that if government advice is escalated we will still be available to help and support them through these challenging times.”

National Housing Federation’s ‘COVID-19 commitments’ statement:

For more details please visit:

Further information on what Ocean Housing Group is doing in response to the impact of COVID-19 can be found here;

Regular updates and useful information can also be found on our social media pages, especially Facebook, Twitter, LinkedIn and Instagram.

Just because our reception is now closed to the public, it does not mean that we are not here for our residents.

You can continue to contact our Customer Service Team by;

✅ Calling 01726 874450
✅ Emailing
✅ Using LiveChat
✅ Downloading the Ocean app
✅ And more – please visit Contact Us for details

Thank you, and stay safe.

Ocean retains gold at Cornwall and Isles of Scilly Healthy Workplace Awards

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We were delighted to win gold and another special accolade at the Cornwall & Isles of Scilly Healthy Workplace Awards 2020 last month!

The awards, held on March 10 at the region’s Healthy Workplace Annual Conference, recognise good practice in the workplace. The county-wide scheme acts as a toolkit to encourage employers to think about ways to improve the health and wellbeing of their employees.

Following a final assessment, Ocean scored well across all nine areas of award criteria – including health and safety, recruitment and retention, and creating a healthy workplace – achieving 92 points out of 100.

Heather Taylor is part of Ocean Housing Group’s HR team. She said: “We are very proud to have maintained our gold standard for the second consecutive year. Having put a lot of effort into coming up with creative initiatives to make Ocean a great place to work, it’s fantastic to be acknowledged for the high level of support we provide to our staff.”

As Ocean’s health champions, Heather and head of HR Nikki Forward, are responsible for promoting health and wellbeing in the organisation. They were praised by assessors for their pioneering approach to improving staff welfare, with a big focus on mental health and creating a culture for open communication.

Ocean was one of only five businesses to be presented with an award for mentoring

During the awards ceremony, Ocean Housing Group was also presented with an award for mentoring, providing recognition that it is maintaining a healthy workplace, and is now able to mentor other businesses on the programme with its ideas and experience. Ocean was one of only five businesses at the event to achieve this accolade.

Heather added: “The additional mentoring award was very unexpected. It was something we were aiming for in the next few years, so it’s great to think we are ahead of the game, and can start to support other businesses in creating a better working environment.”

Ocean Housing Group’s chief executive, Mark Gardner, added: “I’d like to thank Heather and Nikki for everything they do to make Ocean such a supportive place to work. They’ve established an excellent health and wellbeing strategy which has been adopted throughout the whole organisation.

“We have big ambitions for the next year. We are aiming to collaborate with other inspirational businesses to develop new initiatives, and provide training to raise awareness in important areas, such as the menopause, suicide support, and wellbeing in the construction industry.”

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