Street Talk 73 Easter Edition 2023

Street
Talk
Tenants &
Residents Magazine
Happy Easter
from all at
Ocean Housing
... see page 2 for front cover story
No 73
Spring 2023
Easter Opening:
We will close for Easter on Thursday 6th April at 5pm
and reopen on Tuesday 11th April 2023 at 8:30am.
Out of hours emergency contact number: 01726 874450.

2
3
in this issue . . .
P 2 - 3
P4 - 5
P6 - 7
P8 - 9
P10 - 11
P12
Happy Easter from Andie.
Welcome to Adam.
Our office remains closed.
Help and support.
Do you need help reducing
your water bills?
Financial support.
Rent increase update.
Service charges explained.
Tenant satisfaction measures and
what they mean to our tenants.
Penwithick community action day.
Why does Ocean want my personal
information?
Fresh new look for our fleet.
Health and safety - condensation and
mould in your home.
Easter bunny competition.
Christmas competition
winners.
Happy Easter
from Andie
on our front cover . . .
Meet Alfie, Roxy, Macey and Eivar. Alfie was our
Christmas StreetTalk winner. Their mum, Samantha,
a member of our Virtual Internet Panel (VIP) says,
“Being involved with four children is not always easy.
It is important for me to provide my feedback on issues
that concern my family. Being able to do this on the
go, with no pressure is why VIP works perfectly for us.”
To find out how you can get involved, contact
the Tenant Partnership Team.
Although it’s technically Spring, as I am writing this, it is still
feeling a bit chilly out there – but I am heartened by seeing so
many daffodils flowering everywhere – a truly joyous sight! It’s also lovely to feel the days getting longer
after what always feels like a long dark winter.
At Ocean, this is the time when we similarly take stock over what has been achieved over the past year,
consider the many challenges that lie ahead, decide on targets and agree budgets for the forthcoming
year, and all before April!
Our increasing focus is on the continued improvement of our homes; whilst it is not a quick fix, we know
that what matters most to us all is to have a home that is safe, warm and economical to run. It is a major
challenge to upgrade some of our older properties and the rising costs of materials and the increasing
difficulty in recruiting trades staff are not helping. Our Property Services Team are working flat out and
I think you will agree they are doing a great job to keep our homes in good condition.
We also know that many people are struggling to make ends meet with the rising cost of energy and
increases in the cost of living. That’s why we have extended the Simon Griffiths’ Hardship fund this year
so that there is money available to assist those in desperate need.
I sincerely hope that the forthcoming year will bring each of you some well-deserved cheer; whether
that is from shared experiences with your families and friends or simply taking time out to enjoy
the splendid county of Cornwall, in which we are all fortunate to live.
Andie Smith
Chair of Ocean Housing Board
A friendly
welcome
to Adam,
Neighbourhood
Services Officer…
Meet Adam, the new Neighbourhood
Services Officer covering St Blazey,
Tywardreath, Fowey and some of the
St Austell area.
If you would like to discuss
any issues with your
Neighbourhood Services Officer
or make an appointment, please
email help@oceanhousing.com
Our office
remains closed
Adam told us, “I have been working in the housing sector
for nearly four years, specifically in supported housing
and most recently for a homeless charity before joining
Ocean. Prior to this, I held a variety of different roles
across multiple countries in Europe, gaining invaluable
knowledge along the way.
In my spare time, you will find me out walking my two
dogs, who keep me very busy or out exploring areas
of beautiful Cornwall. I love to travel with my partner
and we never miss an opportunity to go to the cinema
whenever possible.
Within my new role I am looking forward to being
available to help and advise tenants regarding their
property, tenancy, neighbourhood and community,
working together to make sure this is an enjoyable
place to live for everyone.”
Adam is here to help with any of the following:
l Carrying out visits when you move into your
new home to identify support needed
l Provide guidance on the best way to manage
your tenancy, look after your home and keep
your garden well maintained
l Partnership working with the police, local
authorities and other agencies
l Offering advice and signposting if you need
support
Following feedback we received from you in 2021, we decided to
l Work with new tenants and also those leaving
on how best to manage their home
permanently close the office to tenants, residents and the general
public, as many of those that had previously visited the office had
found alternative ways to contact us.
We would like to remind you that if you would like to make an appointment
with a member of staff this can be arranged by LiveChat via oceanhousing.com
or by email at help@oceanhousing.com
Please remember when calling the office, our busiest times are between 8:30am and 10:00am.

4 5
Available help and support
Meet Annie and Louise, our knowledgeable and friendly Financial Inclusion Advisors who are part of
our Customer Accounts Team. Annie and Louise are available to help you maintain your tenancy and
maximise your income by providing you with guidance and support in the following ways:
l
l
l
l
l
l
l
Navigate the welfare benefit system to
maximise your income
Help to reduce your energy costs
Help to reduce other household bills
Provide food bank vouchers and
knowledge of community larders
Debt referrals and budgeting advice
Look at available grants / funding
options
Help you to save money
At Ocean, we understand that the cost-of-living crisis is affecting us all in different ways.
We currently have our own hardship fund - The Simon Griffiths Fund. All applications
will be considered for items such as household appliances, essential furniture items or to
help towards priority bills such as food, gas or electric. For items like food or electric, we can now
issues e-vouchers as a same day emergency payment. More information can be found on our website
at oceanhousing.com/pay
Annie
If you feel that you need extra support and are struggling financially, please do not suffer in silence.
Contact us today by emailing help@oceanhousing.com and Annie or Louise will give you a call back to
discuss your current circumstances and undertake a financial assessment to support your application.
Do you need help reducing your water bills?
Louise
Knowing what financial support you’re eligible for and
spending time filling out forms can be a stressful and
time consuming activity. Luckily, South West Water
have the WaterCare+ service which could save you
money on your bills.
Government support – by asking a few simple questions an advisor
can check you are receiving all the benefits you’re entitled to.
Tariff – If you’re on a meter, an advisor will ensure you are offered the best
tariff which means your payment plan will help spread the cost of your bill.
Home visit - When on a meter, saving water means you pay less. These helpful home visits can
highlight the easy steps you can take.
Water-saving devices - Whether you are on a meter or not, water saving devices can be installed and
include, shower heads, tap inserts, and cistern bags. These cut costs and help the environment.
For more information or support, visit southwestwater.co.uk/bills/need-help-paying-bill/singleapplication
Alternatively, you can call their team on 0344 346 1010.
Financial support all in one place!
Lightning Reach is a free online portal that can help you find and apply
for financial support available from multiple different sources, quickly
and securely - all in one place. This may include grants from charities,
local Council funding or support with utility bills.
By creating a profile (in under 15 minutes) from any device, you will see all help available to you, get
updates when more help is added, and apply for multiple sources of support directly through
the portal.
The website is easy to use and you can get
started in three simple steps:
l Step one: Sign up for free and create a profile
by answering a few simple questions.
l Step two: Match to support and see what
help is available to you.
l Step three: Apply for support by uploading
relevant documents and submitting your
application through the portal.
Rent
increase
update
In March we advised
you of the impending
rent increase. It is important that
you notify the DWP of the changes to your rent.
You should have already received a notification
within your online Universal Credit account, asking
you to confirm your new charges. These changes
must be reported on or as soon after Monday
3rd April 2023 to ensure you receive the money
you are entitled to.
If you pay by direct debit, we will automatically
adjust your payment to reflect the new amount
Lightning Reach understands the financial
pressures many people are currently facing.
They are there to help you find and access the
support you need to get on the road to financial
recovery, no matter what the reason.
Find out what support you are
eligible for today. Go to
lightningreach.org/applicationportal
or scan the QR code.
If you receive Universal Credit, it is
important to report your rent
increase for 2023 to the
Department for Work and
Pensions (DWP).
that you need to pay.
A new schedule will
be sent to you in the
£
post. If you pay by standing order or are a manual
monthly payer, then you will be responsible for
amending your own payments to reflect the new
amounts.
If you are in receipt of Housing Benefit from
Cornwall Council, and this gets paid direct to
Ocean then you do not need to inform them of
the change to your rent. We are able to inform the
Council direct of any changes and your Housing
Benefit will be adjusted accordingly.
If you have any concerns about paying your rent,
please contact our Customer Accounts Team at
help@oceanhousing.com

6
7
Your service charges explained . . .
Most of our tenants pay a service charge to cover the cost of providing communal or shared services.
Services can either relate to maintaining your building (if you live in a block of flats) such as cleaning, or
your neighbourhood such as grounds maintenance.
The service charges you pay will be set out in your tenancy agreement.
You can view the service charges that you pay by visiting your My Ocean account online or through
our App.
These are some of the common services that may be included
in your service charge:
l Cleaning and Caretaking
You can find a full
l Grounds maintenance
list of service charges
and what they represent on
l Door Entry systems
our website oceanhousing.com
l Management fee
If you require further information or
l Lighting
have additional questions regarding
your service charge, you can
l Communal utilities such as water, gas and electricity
contact us by emailing
l Lifts
help@oceanhousing.com
l Community Centre costs
What are Tenant Satisfaction Measures?
The 1st April 2023 marks the introduction of a new
way that all social housing landlords must collect
tenant satisfaction information. This is through a
survey called Tenant Satisfaction Measures (TSM).
The measures have been developed by the Regulator
of Social Housing to find out how well we and other
social housing landlords are providing good quality
homes and services. We will report this information each
quarter to both Ocean Housing Board, Together with Ocean
tenant group (TWO) and on the Ocean Housing website
oceanhousing.com/service-standards/
This feedback ensures we are transparent with how we are doing and
lets you, the tenant, hold us to account.
What to expect
What do the
Tenant
Satisfaction
Measures
mean for you,
our tenants?
As many of you will know, over the last two years we have been asking for your feedback through IFF
Research, an independent research agency. This will continue with 22 new questions, designed to see
how well landlords are performing in terms of:
l keeping properties in a good state of repair
l maintaining building safety
l respectful and helpful engagement
l effective handling of complaints
l responsible neighbourhood management.
Receiving your honest feedback is essential for us
to improve our services, we would encourage all
tenants to complete the survey when contacted by
IFF Research and let us know how you feel, as it really
does help us make a difference. IFF Research will
call you from 0203 148 7635.
If you want to get involved further simply let us
know by visiting the Tenant Partnership page on the
Ocean Housing website
bit.ly/tenantpartnership and sign up as a member today.
Below is a selection of responses from quarter three (October - December 2022) and how you feel about the
services we provide.
How satisfied
are you that your
home is safe and
secure:
Performance information
88%
Target 85%
How satisfied
are you with the
overall repairs
service over the
last 12 months:
76%
Target 85%
How likely are you
to contact us if you
had a problem:
94%
Target 90%
How satisfied
are you that we
listen to your
views and act
upon them:
68%
Target 75%

8
9
Penwithick
Community
Action Day
There are old Ocean logo signs in the area that
need updating
We are in the process of updating all
of our signage over all of the schemes
we manage, this will take time but we
are making progress.
You said
We did
We never see anyone from Ocean
Adam, the Neighbourhood Services
Officer confirmed he will complete
two estate walkabouts throughout the
year, one in Spring and one in Autumn.
At the end of last year, we joined up with residents and local
agencies to strengthen the community feeling in Penwithick.
This was a great opportunity for residents to have a chat and
a festive treat with members of staff, along with other agencies
such as Devon and Cornwall Police, Bugle Library, Safer
St Austell, St Austell Community Fire Station, who were there
to promote their services and give advice.
We asked families to complete Ocean’s Three Wishes form to
make us aware of any concerns in the Penwithick area. With
those issues in mind, we met regularly with Councillor
Peter Guest to discuss the feedback received
and how we can work together to tackle
these areas.
There is a lot of anti-social behaviour in the area
Devon and Cornwall Police attended the event
along with Safer St Austell. Both are aware of
residents concerns but assured residents to
continue to report any issues they are experiencing.
What is happening with the empty park on
Tedder Road?
Councillor Peter Guest will raise this at
his next Council meeting and be able to
feedback to residents of Penwithick with
what they propose for the area.
Lack of parking in the area
Councillor Peter Guest will raise this at his next
Council meeting and pass on the
suggestion of additional parking for
the area.
Why does Ocean want my personal
information?
Throughout your journey as a tenant, there will be many times that
we request information from you. Some personal information we request is more sensitive than
others and you may feel that it isn’t necessarily important or relevant. Rest assured we have strict
procedures in place for the collection, use and storage of these details, to make sure it is kept
secure and not used for any purpose other than that identified in our policies.
We never ask for any information that we do not need or isn’t beneficial to make sure our services
better fulfil your needs. On occasion we will use a third party to collect data on our behalf.
As it stands, we only have limited information for some of our tenants, so it is difficult to know if
we are providing the support that you need. With this in mind, we will continue to encourage you
to share more with us, including equality and diversity information, so we can work on better
outcomes together.
Fresh
new look
for our
fleet
Have you spotted
any of our new
vans out and about
yet? We have a
fleet of more than
40 vans and have
been working behind
the scenes for many
months to upgrade them
with our updated signage.
The new vehicles enable
tenants and residents to identify the
service teams when they are out and about
completing works in your home.
Property Services Manager Martin, explains, “In 2020, the decision was made to replace our
vehicles. Each van had travelled nearly 300,000 miles in their seven years with us. We are
happy to confirm all new vans are now in service, which is a cause for celebration.”
Get to know…Helen!
Helen is one of the newest members of Together with Ocean (TWO).
Initially joining us for our Communication Scrutiny Bootcamp
last year, where residents were invited to give their feedback on
their experiences of this service and make suggestions on how
improvements can be made.
other ways we, as tenants, can ensure our voices are heard.”
Helen said, “After meeting TWO members and encouragement
from staff, I began getting involved with the Virtual Internet Panel,
completing surveys and other online focus groups. I attended a
TWO meeting, as a guest and I haven’t looked back since. Now I’m
an official member of the TWO group and involved with decisionmaking
at the highest level for residents. I’m really looking
forward to being involved in improving the services I receive and
If you’d like to find out more about the ways you can get involved or to attend a TWO meeting as
a guest, either in person or online, contact the Tenant Partnership Team by emailing
help@oceanhousing.com

10
11
Health
and Safety
Spotlight
Dealing with condensation
and mould in your home
What is condensation and mould?
Condensation forms when warm,
moist air meets a cool surface, such as a
wall or window and forms water and overtime
can evolve into mould. A combination of the temperature of your
home and everyday activities can contribute to these problems. It’s
important to understand how this happens and how to deal with it
in the most effective way. Condensation and mould are reoccurring
issues in many homes and it is important to remember, you are not
alone and that we are here to support and resolve these problems
with you.
Any condensation that forms on surfaces, should be wiped off to
prevent the risk of mould forming. If you feel confident to tackle a
small amount of mould and condensation yourself, take a look at
our Tenant Guide to Property Health and Safety, where you will find top
tips on reducing this in your home. The booklet can be viewed on our website, or you can request a
copy via one of the contact methods below.
If the mould or condensation is not improving or you feel is at an advanced stage, please
ensure you let us know, by using the dedicated form at oceanhousing.com or emailing us at
help@oceanhousing.com
Did you know, we also have a
self-help video on damp, mould
and condensation on our
YouTube channel?
You can view this by visiting
bit.ly/preventingDMC
Tenant Guide
to Property Health & Safety
What to expect when reporting damp, mould
and condensation
At the end of last year we assembled a new team to specifically tackle reports of damp, mould and
condensation. We introduced some new roles for team members specifically qualified to carry out initial
surveys, administer mould treatments and complete remedial works. The team have been working hard
to address these reports as quickly and efficiently as possible.
Rob Mitchell, Property Services Manager explains, “Tackling damp, mould and condensation in tenants’
homes is a top priority for us, we are aware that some of our homes are more prone to these issues.
We’re being proactive in this area so please raise any concerns with us, so together, we can resolve
the issues and prevent further problems developing. We are supporting tenants who are experiencing
these concerns through a three stage process.”
Stage one - Property
You will be contacted by one of the
specialist team to arrange a full
property condition survey / property
inspection. This will look at the
structure, ventilation and heating
of your home.
Stage two - Your situation
As part of the visit we will give you
advice and support on how to manage
condensation and mould, including
using your heating and hot water
systems most efficiently and refer
you for financial or other advice,
if appropriate.
Stage three - Review
You will be contacted by the
specialist after the final job is
complete to confirm a successful
outcome or discuss any concerns.
You can report issues with damp, mould and condensation by:
l visiting our website, oceanhousing.com and using our dedicated online form or LiveChat
l emailing help@oceanhousing.com l calling 01726 874450.
We take these concerns very seriously and we are fully committed to investing in repairs and
our planned investment works in existing homes. Together, we need to make sure
that everyone’s home is safe, comfortable and issues with damp, mould and condensation
are resolved.

!
Find the Easter Bunnies Competition
How many Easter Bunnies can you spot hidden in the
farm scene above?
The first correct entry drawn will win an Ocean
goodie bag and £60 shopping voucher.
Three runners up will win an Ocean goodie bag
and £20 shopping voucher.
The competition is open to anyone living in our
properties. Only one entry per household.
Closing date is Monday 29th May 2023.
Good Luck with your search!
You don’t need a stamp, just cut out this slip
and pop it into an envelope addressed to:
FREEPOST RSES-LCCA-EJUJ, Easter Bunny
Competition, Ocean Housing, Stennack Road,
St Austell, PL25 3SW.
How many Easter bunnies have
you spotted above?
Name:
Address:
Telephone No:
Mobile No:
Email address:
Postcode:
Congratulations
to our Christmas edition winners, Lorna, Alfie, Lucy and Caroline.
Please recycle your Street Talk. Printed on Re-cycled paper. Designed & produced by karenjacksondesign.com 01326 373108 Photography by Tom Last Photography 0777 3010866.
Join the Virtual Internet Panel
bit.ly/virtualinternetpanel
email: help@oceanhousing.com
oceanhousing.com
01726 874450
Out of Hours Numbers
Emergency Repairs: 01726 874450
Anti-Social Behaviour: 01726 874450
Contact us for a Large Print
or Audio CD of this newsletter