Tenant Satisfaction Measures: Ocean Housing in top quartile

Ocean Housing scored higher than the top quartile boundary for more than half the Tenant Satisfaction Measures for 2024-25. 

In November 2024, the Regulator of Social Housing released their annual Headline Report, which analysed the findings of all registered housing providers in England.  

This report presented lower, median, and upper quartile results for 12 perception questions designed to gauge tenants’ satisfaction with various aspects of their housing, including the quality of their home, the effectiveness of repairs and maintenance, and the overall management of their social housing provider. 

Ocean Housing’s performance the previous year was already impressive, surpassing the median for all 12 questions. 

However, for 2024-25 we’re pleased to reveal our results show even greater improvement when compared to the Regulator of Social Housing Headline Report analysis for 2023-24 

Ocean Housing enhanced its performance on 9 of the 12 questions, and we are now in the top quartile  for 7 of the 12 perception questions.  

Commenting on the results, Tenant Board Member, Karen Littler said: ““Tenant Satisfaction Measures are still new for the sector, so to be in this position so early on is incredibly positive. Tenant satisfaction remains a key priority for the board, and whilst these results are fantastic to see, I’m looking forward to seeing efforts to improve services continue so we can build on these scores.”

84% of tenants reported satisfaction with our overall repairs service. This was more than 6% improvement from the previous year.  

Satisfaction with the time taken to complete repairs also jumped considerably, increasing by 7.7%. 

The MD of Ocean Housing, Frances Turner, said: “We are thrilled with the progress we have made in tenant satisfaction. These results reflect how dedicated we are to improving the quality of service for all our tenants. We’re committed to continuing this journey towards excellence and will continue to ensure that our tenants’ voices are heard and valued.” 

This year’s set of Tenant Satisfaction Measures is testament to our commitment to tenant satisfaction and our dedication to providing exceptional service.

A quality which was also reflected in tenant feedback shared with us recently: “Absolutely delighted with the response to our report of black mould which was getting beyond our capacity to control. Within days it was inspected and chemically treated. As an asthma sufferer this is such a relief to me, thank you Ocean.” 

We will be updating our website before 30 June 2025 with our latest Tenant Satisfaction Measure report for 2024-25.

Find our Tenant Satisfaction Measures report for 2023-24 here. 

Learn more about how we conduct the Tenant Satisfaction Measures survey here.