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As the newly appointed Chair of the Ocean Housing Limited Board, I am proud to introduce this year’s Annual Complaints Performance and Service Improvement Report for 2024–25. This report reflects our ongoing commitment to transparency, accountability, and continuous improvement, and is shared with our residents, colleagues, and partners.

We recognise that 2024–25 saw an increase in the number of complaints received. While this is a concern, it also provides us with valuable insight into where we need to improve. We are working hard to address the areas of performance that have contributed to this rise, and we remain focused on delivering better outcomes for our residents.

Throughout the year, we have continued to strengthen how we handle complaints—ensuring that every concern raised is treated as an opportunity to learn and improve. Our updated self-assessment against the Housing Ombudsman’s Complaint Handling Code has helped us refine our approach, embedding a culture of fairness, responsiveness, and learning across the organisation.

We’ve taken important steps forward, including enhanced staff training, greater executive oversight, and a renewed focus on learning from both internal audits and early Housing Ombudsman determinations. These actions are helping us build a more responsive and resident-focused service.

As part of our commitment to accountability, I serve as one of two Board Members Responsible for Complaints (MRC), meeting quarterly with Ocean teams to review complaint performance, identify trends, and ensure that learning is embedded across the organisation. This direct involvement enables us to challenge constructively and support continuous improvement from the Board level.

Looking ahead, we remain committed to working closely with our residents to shape services that meet their needs and expectations. Every complaint is a chance to improve—and we are listening, learning, and acting.

Chris Grose
Chair of the Board
Ocean Housing Limited