At Ocean, we are closely monitoring the status of the Coronavirus COVID-19 outbreak in the UK and any impact this could have on our services.
Update 25/03/2020: Service Update
As you will be aware, the Prime Minister announced a restriction on movement on Monday March 23, in an effort to slow the COVID-19 coronavirus outbreak.
This announcement means that we have closed our offices to the public, with a large majority of our staff working remotely.
This move will affect the way that we can deliver services to you, in particular any face-to-face services such as repairs or home visits.
What this means
From Wednesday March 25:
- We will attend emergency repairs only. You can find out what we consider an emergency repair is here.
- Face to face meetings with Ocean staff will stop. Telephone appointments or email will be offered as an alternative, where possible.
- We will ask tenants and residents to only contact us if it is really necessary. Our Customer Service team will still be available to take your calls on 01726 874450. We will respond to your emails to email@example.com We will continue to help through the LiveChat function.
- You can continue to download and use the Ocean Housing smartphone app to report repairs, pay rent, as well as having easy access to our social media updates. You can download the app by searching for “Ocean Housing Association” on the Google Play and Apple App Store.
- You can continue to pay your rent by telephone by calling 01726 874450 or using the AllPay website.
In addition to our normal advice and support services we are offering intensive support to any customer who is in serious arrears at an earlier stage. We encourage residents to contact us if worried about paying their rent.
Further external information about financial advice claiming Universal Credit can be found here: www.understandinguniversalcredit.gov.uk/coronavirus
Thank you for your patience and understanding. We will continue to keep our website updated with the latest information and advice, as well as useful links.
Update 12/03/2020: We wanted to reassure you that we have a number of measures in place that will help us to limit any disruption to services whilst protecting our employees, tenants, customers and other stakeholders should the spread of the COVID-19 virus continue.
As one of our tenants, customers or stakeholders we would like to reassure you that we have a comprehensive business continuity plan designed to ensure the services we deliver to you would experience very limited disruption.
How we aim to minimise the risk of service disruption
- All Ocean employees are following basic hygiene recommendations as per Pubic Health England and the NHS guidelines
- A large proportion of our workforce are able to work from home
- Our internal communication and business networks ensures communication between departments would continue
- Our internal and external support departments would be able to deliver most of the required services
- We are talking with our key suppliers to discuss their business continuity plans and procedures to limit disruption to services
- We will work very closely with all our tenants, customers and stakeholders and follow any advice from the Government, Public Health England or the NHS
How can you help?
Please notify us immediately of any confirmed cases of COVID-19, indicating the steps you have taken to prevent transmission and details of any recent contact you have had with Ocean or its employees.
This will enable us to take the appropriate action to inform our employees and other tenants and customers.
- Frequently clean hands by using alcohol-based hand rub or soap and water
- When coughing and sneezing cover mouth and nose with flexed elbow or tissue – throw tissue away immediately and wash your hands.
- Avoid close contact with anyone who has a high temperature; a new, continuous cough
- Be mindful of whether you have recently travelled or may have been in close contact with someone who has recently travelled or may have been exposed to the virus
If you develop symptoms at any time, you should seek advice from the NHS via https://www.nhs.uk/conditions/coronavirus-covid-19
Only telephone the NHS 111 coronavirus service if:
- You don’t have access to go online
- You feel you cannot cope with your symptoms at home
- Your condition gets worse
- Your symptoms do not get better after 7 days
We will keep you updated promptly, as this situation develops further. But if you have any queries, please do not hesitate to contact us.
— NHSKernow (@NHSKernow) March 1, 2020