Make a compliment or complaint
We want to hear when we get things right but also when we get things wrong.
It's good to know when we have exceeded expectations and we celebrate such feedback but we also want to know when we don't, so that we can try and put things right.
Please use this form to give us your feedback and if you need it, our complaints process is below together with a link to the Housing Ombudsman for independent advice and guidance.
If you raise a formal complaint with us, we have 5 working days to acknowledge and log your dissatisfaction, followed by a further 10 working days to provide a written response.
If you want to make contact with us for anything else, please use the form on the Contact Us section of the website.
Annual Reporting
Below you will find our annual submissions to the Housing Ombudsman.
Annual Performance and Service Improvement Report 2025-26
The Customer Service Committee is pleased to present Ocean Housing’s Annual Complaints Performance and Service Improvement Report for 2025/26. This report reflects our ongoing commitment to transparency, accountability and using resident feedback to improve the services we provide. It is shared openly with our residents, colleagues and partners.
We recognise that complaint volumes increased during 2025/26, in line with national trends across the social housing sector. While any complaint is a concern, this increase also provides valuable insight into where residents feel services need to improve. The Committee has sought assurance that these concerns are being listened to, understood and acted upon, with a continued focus on achieving better outcomes for residents.
Throughout the year, Ocean Housing has continued to strengthen its approach to complaint handling, ensuring that concerns are treated fairly, responded to in a timely way, and used as opportunities for learning and improvement. The organisation has reviewed its Compliments and Complaints Policy following feedback from the Housing Ombudsman, and this has supported greater consistency, clarity of responsibility and compliance with the Complaint Handling Code.
The Committee has been encouraged by the steps taken to stabilise services, particularly within Property Services, alongside investment in systems, leadership capacity and customer experience. Learning from complaints, internal reviews and Housing Ombudsman determinations has helped to shape targeted improvement activity and inform future priorities.
As part of our role, the Customer Service Committee provides ongoing scrutiny and challenge of complaint handling performance, working closely with the Member(s) Responsible for Complaints (MRC) and senior officers. This oversight is intended to ensure that learning from complaints is embedded across the organisation and that improvements are sustained.
Looking ahead, we remain committed to listening to residents, learning from feedback, and strengthening trust through openness and continuous improvement. Complaints remain a vital source of insight, and the Committee will continue to hold the organisation to account for delivering fair, responsive and resident focused services.
Approved by the Customer Service Committee on 28 May 2026
Publication update – June 2026
Following a review of our reporting methodology, we have updated the calculation of TSM CH02 (Timeliness of complaint handling) to ensure full compliance with the Housing Ombudsman Complaint Handling Code.
This has resulted in the recalculation of CH02 figures for 2025/26 and prior years. No other material changes have been made.
Updated versions of the relevant reports are available below.
Quarterly Reporting
Below you will find our quarterly reporting for compliments and complaints.
Advice on submitting a complaint
We appreciate that putting your complaint in words can be difficult. Where do you even begin? It is best that your complaint is clear, concise, and that we have all of the information that we need in order to find out what went wrong, and to put things right. When you need to write a complaint to Ocean Housing, we recommend structuring your complaint like this:
What went wrong – Tell us what you’re unhappy about as concisely as possible. This let’s us get to the heart of what has gone wrong so we can put it right.
A clear timeline – Tell us the dates when you first reported the problem, and when you spoke to us about it again.
Be concise – We appreciate that complaints can be complex and cover a long period of time. However, it helps us understand your complaint better if you can keep your written complaint to no more than 1 page, or about 600 words if possible.
Focus on resolution – What do you want to happen because of your complaint and what steps would you like us to take?
If you are unhappy with our Stage 1 response and are not happy with our response you have the option of escalating to Stage 2. If you would like to escalate your complaint, please focus on if there are any inaccuracies in the Stage 1 response, and if you think there is anything else we need to do beyond what we have offered already. You should respond to what has been written in the Stage 1 response and not just reword your original complaint.