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Our finger is on the pulse with defibrillator initiative 

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We’re delighted to unveil our latest community initiative with the installation of a portable defibrillator unit at our Head Offices in Stennack Road, St Austell.

The idea, which originated from a staff suggestion scheme, has now come to fruition thanks to the efforts of staff fundraising, matched by the Ocean Group. The device was commissioned this month by the Group’s Head of Health, Safety and Environment, Ralph Garth.

Ralph said;

‘This is a great initiative from members of staff who genuinely care about the health and wellbeing of colleagues and the wider community. Cardiac arrest can happen to anyone, and a device like this can make the difference between life and dealth, which is why we were happy to support the idea.’

Nicola Mitchell, who submitted the suggestion, told of her excitement to finally see the unit in place:

‘I was delighted when Ralph confirmed they were on board with my idea. The idea originated from a first aid at work training session, and learning that early defibrillation can triple the chance of a person’s survival rate. Due to the location of Stennack House, in the heart of Holmbush, St Austell, I felt it would be a perfect spot for such important life-saving equipment, benefiting not only our office users, but also aiding the surrounding residential and commercial community’.

This device is now installed and available for use, within business hours, in the reception area of :
Ocean Housing Group Ltd,
Stennack House,
Stennack Road,
St Austell
PL25 3SW.


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Medal of Honour for Christmas call out crew member

Like many companies, Ocean Housing rewards its staff with a good break over the Christmas period. However, its customers’ needs never take a break, even on Christmas Day. So, each year, Ocean has a fantastic crew on duty throughout the festive period, devoted to delivering the emergency responsive repairs service our customers deserve.

Efficiency

While most people were putting their feet up and tucking in to mince pies, Ocean dealt with 115 emergency repairs between 21st December and 2nd January. The team’s response was exemplary: from the operator taking the call, to the supervisor assessing the needs and the trade staff responding to the emergency, the whole crew pulled out all the stops with great efficiency.  100% of the emergency call-outs were actioned by Ocean within 24 hrs. Continue reading

Website maintenance

Please be aware that our website host company will be working behind the scenes to upgrade their systems later on this month. This will mean our website will be affected and will momentarily be offline over the weekend of 25th and 26th November.

We’ll post up emergency contact details on our Facebook page just in case you need anything while the site goes offline.

You won’t be able to check your My Ocean account while the website is down so if you need to, take a look beforehand or check back in again on the Monday.

Thanks for your understanding!

#HousingDay – Gas leak discovery

Ocean tenant and Chair of the Tenant panel, Jan Faulkner (on the right) has just emailed us because she felt you should hear her story.

“Each year, we allow Ocean into our homes to carry out a gas safety check, which is a legal and a tenancy requirement.

This year, the engineer called to my home to complete the necessary test. However, towards the end of this test he asked if I had smelt gas, and I had to say that I had.

Six months earlier I had to replace my gas cooker, and arranged for a qualified fitter to put it in. Since then, there had been a slight smell of gas but I failed to take any notice as I trusted the qualified fitter and thought it was normal for a new cooker. I had suffered headaches and nausea but I had not connected it to the smell.

I was informed that there was a leak from the pipe to the cooker and this was impacting on mine and my family’s health.

Thankfully, the Ocean engineer put it right for me there and then. I was so relieved.

My home now has a clean bill of health for another year, and no smell of gas.

We may feel that it is inconvenient and not necessary but knowing that my home is safe for another year is so worth it.”

This experience has been a real eye opener for her. It just goes to show that many of our customers could potentially be putting themselves and their families at risk because they are failing to give our engineers access to carry out their annual gas service.

Loving LiveChat!

Try our LiveChat tool now!

(Your Digital Customer Services Advisor is ready to answer your queries between 9am-4.30pm – take a look now at the bottom right of your screen!)

Feedback

You’re loving LiveChat!  That’s the feedback you are giving us as LiveChat celebrates its first birthday on www.oceanhousing.com.

It’s handy when you are on the move,” explains Emma from Newquay. “I needed advice recently on my rent so I used my mobile to live chat while on the bus to work.

Emma admits that she was nervous before her first live chat, but now she uses it more than phoning:

I find it a great deal easier than talking. You don’t have to be good at computers or worry about spelling – you just type what you want to say.

As well as answering your questions, the customer services advisor can send you web links to relevant services and information.

I also like receiving an email with a copy of the whole chat,” adds Emma. “And of course the real bonus is that you can do all this at home in the comfort of your pyjamas!

You can switch too!

For all enquiries click on the ‘Lets chat’ tool on the bottom right of your screen.

 

 

#HousingDay 2016 ‘Fresh Start’

Today, we’ve been celebrating #HousingDay on social media to try and raise awareness of the positive impact the Housing Sector has on people’s lives.

One of our Customer Accounts Advisors has put into words how she feels about her work:

melody-boyce“People often think of social housing as cheap housing for people who can’t afford the private sector.

What is missing from that is the tremendous amount of support that we offer to people to make their tenancy a success.

One of the aspects I find most satisfying is helping people through their first tenancy or with a fresh start. They may be walking away from abuse or just starting up and it can be terrifying. You don’t get that support in the private sector and seeing tenants grow and become happy in their new home is fantastic.

I am very lucky to meet people before they become Ocean tenants and work with them throughout the first few months of their tenancy helping with things like Housing Benefit, Universal Credit, benefits generally and budgeting.

Giving people the tools to turn their lives around and become independent is immensely satisfying and its lovely to speak to people a few weeks into their tenancy and hear that just having a new home has made all the difference.”

Thank you, Melody!

Income Management Team – What’s changing?

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Here at Ocean we pride ourselves on delivering excellent customer service and one of the teams currently doing this is our Income Management Team.

They work with our customers:

Allpay-Ocean-Payment-card-houses-icon to provide help and support when they encounter financial difficulties

Allpay-Ocean-Payment-card-houses-icon identifying additional benefits that they may be entitled to

Allpay-Ocean-Payment-card-houses-icon referring to support agencies

Allpay-Ocean-Payment-card-houses-icon working with them to help get them back on track with their rental payments.

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So what is changing?

The team are fundamentally staying the same however; there has been a change to the team name and role titles.

“Our customers are important to us and are at the centre of everything we do, we feel that the new team name and team titles better reflect what we do”

The team’s new name is the

Customer Accounts Team:

The team members are:

Customer Accounts Manager

Debbie Goodreid

Customer Accounts Advisors

Amy Coad

Kerry Smith

Loraine Hoar

Melody Boyce

Michelle Allen

Customer Accounts Assistant

Helen Bellamy

Home Ownership Advisor

Scott Burrows

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As well as helping customers when they are struggling to maintain their rent payments we are also responsible for all payments including:

  • Service charges, repair charges and other such charges
  • Garage and parking spaces
  • Shared Ownership
  • Leasehold payments
  • Freehold Properties &
  • Commercial Properties

Welfare-Team-June-2016

Did you know that we also have a Welfare Advice Team?

The Welfare Advice Team can help customers who are in receipt of Universal Credit or are affected by Bedroom Tax or Benefit Cap.

The Welfare Advice Team members are:

Welfare Advice Manager

Gill Barnard

Welfare Advisors

Gemma Aldin

Julie Cartlidge

Susan McKnight


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My Ocean – our 24/7 service

At Ocean we are constantly developing new ways of being able to keep in touch with our customers.

Did you know that you can view your tenancy details on line 24 hours a day 7 days a week?

Once registered, you can log in to your secure ‘My Ocean’ account to view:

My Ocean – latest news & events
My Account – balance & transactions
My Repairs
My Planned Upgrades.

To register, just click:

My-Ocean-sign-in-sign-up


Talk to Us

You can also access information and help:

Icon online form sml Your Money general advice

Icon online form sml Talk to us

Icon Email sml Send an email 

Icon phone sml 01726 874450

 

 

 

 

My Ocean – FREE Prize Draw

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Every day, our Customer Services team receive calls from customers asking for their rent balance. Did you know you can check your rent balance online?

My Ocean – your personalised online service

My Ocean is a personalised online service – an area of our website where you can securely log in and view your balance and transactions from the last 3 months as well as your repairs and planned upgrades, 24/7, without having to wait in the phone queue!

Continue reading

Merry Christmas!

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Office Opening Hours

Monday 22nd December 8.30am – 5pm

Tuesday 23rd December 8.30am – 5pm

Wednesday 24th December CLOSED

Thursday 25th December CLOSED

Friday 26th December CLOSED

 

Monday 29th December CLOSED

Tuesday 30th December CLOSED

Wednesday 31st December CLOSED

Thursday 1st January CLOSED

Friday 2nd January 8.30am – 5pm

Contact us

You can leave us a message via our Online Contact form or contact our Out of Hours services:
Icon online form sml Online Contact Form
Icon online form sml Emergency Repairs
Icon online form sml Report ASB

 

New Phones

Contact us We are switching over to a fantastic new phone system today which will help us deal with your enquiry more efficiently. However, it needs a bit of getting used to. 
Please be patient while we get the hang of it and deal with technical difficulties that arise as we switch over.

Contact us via Facebook or email help@oceanhousing.com if you are having difficulties getting through on the phones.

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