Service Standard Commitments

What are Ocean's Standard Commitments?

On this page this will find information about the level of service you can expect to receive from Ocean and ways that you can give your feedback on how we are performing.

The Regulator of Social Housing (RSH) are updating their regulatory consumer standards and would like your feedback on them. There are four draft consumer standards which detail specific expectations and outcomes that all social landlords, such as Ocean Housing, are expected to achieve. The consultation closes on 17 October 2023, so please take a look and share your views before then.

You can view the draft standards here: Consumer standards consultation

And respond to the consultation here: Consumer Standards Online

How are we performing?

Ocean works with research company, IFF Research to survey our tenants and residents. We ask a range of questions to get an understanding of what tenants think we are doing well and not so well, so that we can evolve and develop our services.

78%

Service Provided

74%

Trust Ocean Housing

60%

How we handle complaints

*Performance Q1 - 2023/24

What are Ocean's Service Standard Commitments?

Back in the Spring of 2019, Ocean joined a small number of housing associations as an early adopter of Together With Tenants (TWT) from the National Housing Federation.

The focus of TWT was to strengthen the relationship between residents and housing association landlords.

As part of this process we took a close look at our service standards with our involved tenants and residents and set them out against the six TWT Charter Commitments set out below:

Relationships

Communication

Voice & Influence

Accountability

Quality

When things go wrong

Ocean's Service Standard Commitments 2021

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Tenant Satisfaction Measures (TSM)

On 1 April 2023, the Regulator for Social Housing introduced a new a new system for assessing how well social housing landlords in England are doing at providing good quality homes and services.

As part of a wider package of reforms, all social housing landlords must now survey their tenants and residents using a set of questions called Tenant Satisfaction Measures (TSM). Feedback from the survey will be collected by all landlords through 2023/24 with the Regulator publishing a league table of results in the Summer 2024.

You can read more about TSMs and what it means for you as an Ocean tenant on the Regulator of Social Housing website here.

Do you want to give your feedback?

If you are a tenant or resident of Ocean you can tell us how you think we are performing against the Service Standards Commitments by completing a short survey. We value your feedback and use it to help shape the services we provide.

You can complete the survey on our Virtual Internet Panel (VIP) by clicking here.

Together With Tenants

To find out more about what Together With Tenants, click on the link to be transferred to the National Housing Federation website. Here you will find out why and how Together With Tenants came about and information on the great work that has taken place across the sector to ensure that we strengthen the relationship between residents and housing associations.

National Housing Federation Website

Our quarterly performance

Download a copy of our most recent performance information below.

How are we performing against the service standards - Quarter 1 2023/24

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