Street Talk 74 Summer Edition 2023
Welcome to the Summer edition of our tenant and resident magazine
Welcome to the Summer edition of our tenant and resident magazine
Create successful ePaper yourself
Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.
<strong>Street</strong><br />
No <strong>74</strong><br />
<strong>Summer</strong> <strong>2023</strong><br />
<strong>Talk</strong><br />
Tenants &<br />
Residents Magazine<br />
<strong>Summer</strong> Opening:<br />
We will close for the bank holiday on<br />
Friday 25th August at 5pm and reopen on<br />
Tuesday 29th August at 8:30am.<br />
Out of hours emergency contact number: 01726 8<strong>74</strong>450.
2<br />
3<br />
in this issue . . .<br />
P 2 - 3<br />
P 4 - 5<br />
P 6 - 7<br />
P 8 - 9<br />
A message from Frances.<br />
Community Events.<br />
A friendly welcome to Pete.<br />
Parking can be a real<br />
car-nundrum.<br />
Meeting Councillor Olly Monk.<br />
Appointment reminders<br />
by text.<br />
Community focus in Bugle.<br />
Our vision to be<br />
Fit for the Future.<br />
P 10 - 11 Hot topic fire safety<br />
awareness.<br />
News - Have you say!<br />
Community spirit in<br />
St Columb.<br />
P 12 - 13 Are you missing out on<br />
money?<br />
Tenant satisfaction.<br />
P 14 - 15 Meet our home ownership<br />
team.<br />
P 16<br />
Spot the difference summer<br />
competition.<br />
<strong>Street</strong> <strong>Talk</strong> to go digital.<br />
on our front<br />
cover . . .<br />
Meet Shan, who with the<br />
help of her neighbours<br />
has set up a new<br />
residents association<br />
in St Columb.<br />
Read more on page 11 of<br />
this edition.<br />
Community<br />
events<br />
‘fit for a King’<br />
to celebrate the<br />
coronation<br />
In May, residents from Windmill<br />
House in Fowey and Fifield House in<br />
St Stephen invited staff to celebrate<br />
the King’s coronation and all<br />
things red, white and blue in their<br />
communal rooms. Spirits were high<br />
as we celebrated with cream teas,<br />
patriotic cakes and the sun was<br />
shining.<br />
Windmill residents Monica and Keith said, “It was nice to<br />
bring us all together – a good excuse to have a celebration<br />
and spread some happiness. We are new to the building so<br />
was a great opportunity for us to meet our neighbours, staff<br />
and gain that real community feeling.”<br />
Abigail, Tenant Partnership Co-ordinator, said, “We’ve all<br />
been looking forward to the coronation celebrations. It was<br />
wonderful to see residents marking such a special, historic<br />
occasion, especially as some of those that attended also<br />
witnessed the coronation of Elizabeth II, more<br />
than 70 years ago.”<br />
A message from Frances<br />
The sunshine seems to have disappeared but hopefully you are<br />
making the most of the longer summer days.<br />
Other communities including Rialton<br />
Heights and ABC Residents Association<br />
celebrated bringing families together<br />
and dressing up to get into the<br />
patriotic spirit.<br />
Despite the warmer weather, the cost of living continues to be a challenge. With higher bills for lighting<br />
and heating, as well as rising prices at the supermarket, it can be hard to make ends meet. It’s not easy<br />
and we appreciate your continued commitment to paying your rent. Our Customer Accounts team are<br />
here to help you, so please contact them if you are having difficulty in making payments to us, or others.<br />
Like many businesses, Ocean Housing is facing its own set of challenges: Inflation, difficulty recruiting<br />
some staff and tougher government regulations being introduced this year. We’re determined to be<br />
prepared for these challenges and be the best landlord we can be. That’s why we’re embarking on a<br />
review of all our housing services, which we’ve named “Fit for the Future.” There are more details in this<br />
edition on our vision for Ocean Housing and how we intend to make a positive difference by raising the<br />
quality of homes, neighbourhoods and our services.<br />
As well as carrying out this review, we have a number of exciting improvement projects under way this<br />
summer. The expansion of our Grounds Maintenance team means we can now make more regular visits<br />
to your neighbourhood. Our energy efficiency improvements are continuing, with 135 homes benefiting<br />
from new insulation and heating this year. We are also actively engaging with local communities to<br />
learn how we can make things better.<br />
We know the summer is a busy time for many people but please try to find the time to provide<br />
feedback and have your say to help shape the future of Ocean Housing - details on our latest survey<br />
can be found on page nine.<br />
Wishing you a fantastic summer.<br />
Managing Director of Ocean Housing<br />
If you would like to host<br />
your own community event, then please<br />
get in touch with the Tenant Partnership team. We have<br />
a Together With Ocean community fund that can support<br />
events up to the value of £400 each year. Please get in touch<br />
by emailing help@oceanhousing.com
4<br />
5<br />
A friendly welcome to Pete,<br />
Neighbourhood Services Officer<br />
Pete is here to help with any of the following:<br />
l<br />
l<br />
l<br />
l<br />
l<br />
Parking<br />
can be a real<br />
car-nundrum<br />
You’ve probably seen the multiple reports in Cornwall recently where<br />
parking has prevented emergency services reaching callouts due to parked<br />
vehicles blocking roads. These situations are putting lives at risk, every<br />
second counts when emergency services are responding to a 999 call.<br />
These are not the only times to be considerate of your parking,<br />
especially if you live in an area with several vehicles or limited<br />
parking, things to keep in mind:<br />
l Emergency vehicles are twice the width of a car, is there<br />
really enough space to pass<br />
l Consider neighbours who may have specific needs, respect<br />
disability parking bays and give enough space<br />
l Avoid parking within 10 metres of a junction (in line with the<br />
Highway Code) unless in a designated parking bay<br />
l Do not block dropped kerbs, you could restrict access for<br />
wheelchair and pushchair users<br />
Meet Pete, the new Neighbourhood Services Officer covering West<br />
Cornwall including Grampound, <strong>Summer</strong>court, Truro, Redruth,<br />
Camborne, Hayle and St Ives. Pete has worked in the housing<br />
sector on and off for many years.<br />
Pete told us, “Before I joined Ocean, I worked for a housing<br />
organisation who housed people with additional support needs.<br />
I have gained a lot of knowledge which has prepared me for my<br />
new role. I am looking forward to meeting residents and the wider<br />
community to bring them together. Communication is key to<br />
bringing people together and making the area an enjoyable place<br />
to live. If you see me out and about on your estate, please come<br />
and introduce yourself.<br />
In my spare time you will see me with my wife and two new<br />
puppies, Mouse and Coco, walking the many lovely beaches<br />
and visiting our favourite Cornish hot spots, probably with a<br />
pasty in hand.”<br />
Provide guidance on the best way to manage your tenancy, look after your home and keep your<br />
garden well maintained<br />
Work with new tenants and also those leaving on how best to manage their home<br />
Partnership working with the police, local authorities and other agencies<br />
Offering advice and signposting if you need support<br />
Carrying out visits when you move into your new home to identify support needed<br />
If you would like to discuss any issues with your Neighbourhood Services Officer or<br />
make an appointment, please email help@oceanhousing.com<br />
Please co-operate and park<br />
considerately in your area.<br />
If you have concerns about a<br />
parked vehicle, contact<br />
Cornwall Council on<br />
0300 1234 222, who can provide<br />
a wide range of advice about<br />
parking restrictions or if the<br />
vehicle is causing an<br />
unnecessary or dangerous<br />
obstruction contact the Police<br />
Traffic Management Team on 101.<br />
Considering a new pet?<br />
Having a pet can provide a range of benefits<br />
for their owners and families, however it is<br />
important you consider the following:<br />
l<br />
l<br />
l<br />
l<br />
l<br />
Are you permitted in your tenancy agreement<br />
to have a pet in your home?<br />
How many pets you want to keep at your<br />
home?<br />
The type and size of pet you’d like to have<br />
Where you live, the size and type of your<br />
home<br />
The size of your garden if the pet needs<br />
outdoor space<br />
Improving<br />
Tenant<br />
Communication<br />
Last year, we held two tenant<br />
workshops focused on addressing<br />
communication challenges, at the<br />
initial first point of contact and<br />
repairs-related interactions. These<br />
are two areas where we know tenants<br />
experience issues and often where<br />
complaints are made. Each workshop<br />
gave us the opportunity to hear from<br />
tenants first-hand what they believe<br />
needs changing to improve the service.<br />
As a result of the feedback, we have<br />
implemented changes to show our<br />
continued commitment to listening,<br />
ensuring tenants have a voice.<br />
The other thing to consider is the cost, it can<br />
be more expensive than you might expect,<br />
including:<br />
l<br />
l<br />
l<br />
l<br />
l<br />
l<br />
l<br />
l<br />
l<br />
l<br />
Initial cost<br />
Food<br />
Insurance<br />
Vet bills and annual checks<br />
Pet bed and other equipment<br />
Getting the pet neutered<br />
Getting the pet microchipped<br />
Regular grooming<br />
Kennels/holiday cover<br />
Accessories such as lead, toys etc.<br />
It’s important for anyone considering buying a pet to be fully aware of<br />
just how much pets can cost, so that they aren’t met with an expensive<br />
surprise further down the line. Many of these costs have increased over<br />
the past couple of years with insurance companies raising premiums.<br />
If you are considering moving a pet into your home, please ensure<br />
you contact us first to gain permission.<br />
You asked<br />
Can the Gas Safety<br />
Inspection letter be<br />
re-worded?<br />
We delivered<br />
In March, we<br />
revised and agreed a<br />
new version of the Gas<br />
Safety Inspection letter<br />
with our Editorial Panel.<br />
The Panel are responsible<br />
for reviewing all our<br />
publications, letters to<br />
ensure they are written<br />
in plain English and<br />
understandable by all.<br />
You asked<br />
Can the job allocation<br />
numbers for repairs be<br />
given out by the Customer<br />
Experience team when<br />
appointments are made so<br />
its easier to seek updates<br />
or make any necessary<br />
changes?<br />
We delivered<br />
From February,<br />
all tenants are<br />
now offered the job<br />
numbers when they call<br />
the Customer Experience<br />
team.<br />
You asked<br />
Can the 24-hour call out time for heating and hot water<br />
change to October to March, instead of November to April?<br />
We delivered<br />
From April, the Property Services team will now<br />
attend 24-hour call outs between the 1st October<br />
and the 31st March for heating and hot water.
6<br />
7<br />
Meeting Councillor Olly Monk<br />
Having tenants and residents at<br />
the heart of everything we do is so<br />
important to us and that is why we have<br />
dedicated members who meet monthly<br />
as part of our Together with Ocean<br />
(TWO) group. In June, TWO were joined<br />
by Councillor Olly Monk, Portfolio holder<br />
for Planning and Housing, to discuss hot<br />
topics and answer their questions first<br />
hand.<br />
Cllr Monk says, “Cornwall is facing<br />
an unprecedented housing crisis. We<br />
have to prioritise residents who are<br />
in the most housing need and must do all that we can to ensure that our most vulnerable residents<br />
have access to available homes at a rent they can afford. We also need to ensure this is done in a<br />
transparent and fair way. Attending meetings like this one with TWO, being able to hear first-hand their<br />
concerns for the future, this helps us to know what we can do to work towards making improvements<br />
in the future.”<br />
Vice Chair of TWO, Maria said, “It was great to have Councillor Olly Monk in person at our meeting.<br />
He was open and honest about the current situation and able to inform us of how Cornwall Council<br />
are dealing with housing for those renting in the social and private sector.”<br />
If you are looking for ways to give your feedback, get involved or you would like<br />
more information, please contact the Tenant Partnership team to discuss<br />
the best options for you. We are always looking for new faces<br />
to join our friendly group.<br />
Appointment<br />
reminders<br />
by text<br />
Our Property Services team are<br />
working hard to ensure your<br />
property is well-maintained<br />
and safe. During May, 146<br />
pre-arranged appointments<br />
(responsive repairs, damp mould and condensation work,<br />
ventilation and compliance) were missed due to tenants not being<br />
at home.<br />
Like any other company offering a service, missed appointments cost money and unfortunately delay<br />
repairs for other tenants who are waiting.<br />
Property Services Supervisor, Jason explains, “We understand that there are genuine reasons why<br />
tenants cannot keep appointments, all we ask is that you let us know ahead of time so that we can<br />
give the appointment to another tenant. If you can’t make a pre-arranged appointment, contact our<br />
Customer Experience team and they will arrange an alternative appointment for you and your original<br />
slot can be passed on to someone else.”<br />
To reduce these appointments being missed, we have a text message reminder system in place. When<br />
an appointment is booked, you will receive a text message confirming the details. The day before the<br />
repair is due you will receive one more. We hope this will be a welcome reminder, please ensure the<br />
contact details we hold for you are up-to-date.<br />
In April, the sun was shining as we partnered with residents of Bugle and local agencies to<br />
make a real difference within the community. Staff were on hand to chat with residents that<br />
had any concerns regarding their home, neighbourhood or tenancy. Residents were encouraged to<br />
clear out any unwanted items from their homes and gardens and make use of the large skip provided.<br />
We were joined by Devon and Cornwall Police, Bugle Library, Safer St Austell, St Austell Community Fire<br />
Service, Cornwall Council recycling team and Cornwall Councillor Peter Guest.<br />
Residents were invited to complete Ocean’s three wishes survey, where they could feedback on what<br />
they liked and disliked about their home, neighbourhood and landlord. We have been working hard to<br />
tackle any concerns speaking to staff and local agencies.<br />
You Said<br />
We did<br />
You Said<br />
We did<br />
Community Focus in Bugle<br />
You said, we did<br />
We need more<br />
Neighbourhood Services<br />
Officer presence on scheme.<br />
Your Neighbourhood<br />
Services Officer<br />
Adam Pedley has committed to two estate<br />
walkabouts each year and will be attending<br />
the community support days held at the village<br />
hall on the first Tuesday of each the month.<br />
Insufficient<br />
and expensive<br />
heating.<br />
Currently 35<br />
properties will<br />
have a heating upgrade by 2030, to find<br />
out more about your heating situation<br />
contact help@oceanhousing.com<br />
We did<br />
You Said<br />
We did<br />
Parking not allocated within<br />
scheme and also need for<br />
parking restrictions (double<br />
yellow lines) in some areas.<br />
Due to only a small area<br />
of parking that Ocean is<br />
responsible for, we acknowledge there is not<br />
enough space to allocate a parking space to<br />
each property, however we will explore the<br />
possibility of line marking here.<br />
You Said<br />
Introduce a Neighbourhood<br />
Watch Scheme in the area.<br />
Julie Dowton, the Neighbourhood<br />
Watch Co-ordinator would be<br />
happy to assist you in setting up a Neighbourhood<br />
Watch group in the area, if a resident(s) would like to<br />
volunteer please visit ourwatch.org.uk/get-involved/<br />
find-my-local-scheme
9<br />
Our vision to be ‘Fit for the Future’<br />
Due to a challenging environment<br />
we have embarked on a large review<br />
of all housing services and named it<br />
‘Fit for the Future’.<br />
With pressure on how the social housing<br />
sector operates, it is time to refresh our<br />
vision. The areas we are committed to include,<br />
continuing to provide new homes for local people, investing in current<br />
homes particularly energy efficiency, remaining financially strong,<br />
reducing any waste and being as efficient as possible.<br />
We will be modernising our customer service offer and service<br />
standards to ensure we are trusted and respected by our tenants and<br />
others. We want to be a great place to work, where only<br />
the best will do.<br />
Data based<br />
decision making<br />
A great<br />
place to work<br />
Homes and<br />
communities<br />
to be<br />
proud of<br />
Fit<br />
for the<br />
Future<br />
Top performance<br />
culture<br />
Financially<br />
resilient<br />
In July, we invited residents to come along to our head office in St<br />
Austell and take part in the Neighbourhood Services review. Residents<br />
were asked to give their views on how we were performing and more<br />
importantly, how we could improve. The workshop was hosted by David<br />
Hooper, Head of Neighbourhood Services and three groups of tenants<br />
were involved in giving their feedback on key areas including:<br />
l What do we do well and what should we stop doing?<br />
l What could we do differently in the future? And how?<br />
Newquay resident Margy told us, “I thoroughly enjoyed the workshop,<br />
it was very informative and I learnt a lot about the service and staff.<br />
It was good to express our views knowing that Ocean Housing are<br />
listening and recognising the areas that need improvement.”<br />
If you were unable to make it to one of our Fit for the Future<br />
workshops, don’t panic, there is still chance to have your say.<br />
We are asking all tenants to give their feedback by visiting<br />
oceanhousing.com/ocean-tenant-zone/have-your-say and<br />
have your voice heard to help shape the services you receive.<br />
In May and June, we carried out<br />
a number of staff workshops<br />
involving our teams, so they could<br />
Trusted and<br />
respected<br />
by our tenants<br />
and others<br />
identify challenges and voice their<br />
ideas on improving delivering<br />
services to you, our tenants. Our<br />
involved tenants who make up<br />
Together With Ocean group also<br />
met with senior leadership team<br />
so they could identify tenant<br />
expectations.<br />
If you do not have access to this survey, please contact us and a member<br />
of the Tenant Partnership team will be in touch.<br />
Our plans are to collate all feedback from staff and tenants during<br />
September and work on the implementation plan.<br />
Keep a look out for further updates in future editions and on the website,<br />
as we will be taking you along this journey every step of the way.
10<br />
11<br />
Hot topic – fire safety awareness<br />
Community spirit in St Columb<br />
Safety is everyone’s responsibility; our main Some key points to remember:<br />
priority is to keep you and your loved ones safe<br />
l Check your fire alarm/smoke alarm is working by<br />
in your own home.<br />
pressing the test button at least once a month<br />
We take our responsibilities for fire safety<br />
l Keep all fire doors closed. This will help to slow<br />
seriously so as well as providing you with smoke<br />
down the spread of fire and give you extra time to<br />
alarms, please be assured we carry out regular<br />
get out<br />
inspections including communal areas, making<br />
l Keep corridors and exits (including balconies)<br />
sure all safety equipment is looked after and<br />
clear of items that could fuel a fire, obstruct your<br />
maintained.<br />
escape, or prevent the fire service getting in<br />
When visiting your home, we will highlight<br />
l Do not leave items like bikes, buggies or mobility<br />
any potential hazards and give you advice and<br />
scooters in communal areas, these are the routes<br />
support on how to rectify it.<br />
for you and your neighbours to get out and fire<br />
It’s important that you and the people you live<br />
fighters to get in<br />
with know how to reduce the risk of fire in and<br />
l If you live in a block of flats, familiarise yourself<br />
around your home, and what to do in the event<br />
with the evacuation procedure<br />
of an emergency.<br />
FREE home checks are available from your local fire and rescue<br />
service. They can give you life-saving advice, look for possible<br />
fire risks in your home, check your smoke alarms and help you<br />
plan escape routes in case the worst ever happens.<br />
Book this today by visiting:<br />
cornwall.gov.uk/fire-and-rescue-service/<br />
or read our Tenant Guide to Property Health and Safety<br />
on the website www.oceanhousing.com<br />
or contact our Customer Experience team<br />
to request a copy.<br />
It’s great news to hear about the new residents<br />
association at Trethewey Close. Shan recently<br />
moved into the close and has been made to feel<br />
very welcome. Having been a social housing<br />
tenant for 10 years she has always been involved<br />
with wanting the best for tenants as well as<br />
ensuring her voice is heard. After discussing<br />
the idea with her neighbours, the response to<br />
forming an association was overwhelmingly<br />
positive.<br />
Alan, who is the Treasurer, told us, “Being<br />
advocates for other residents who may not feel<br />
confident to contact Ocean is a fantastic role<br />
for the association. It ensures that everyone’s<br />
concerns and needs are represented.”<br />
Their initial project focuses on improving the<br />
communal area by adding seating and colourful<br />
flowers and shrubs. The group plans to seek<br />
funding from the Together With Ocean<br />
(TWO) community fund<br />
and local community grants to support their<br />
improvements.<br />
“We have a lovely neighbourhood here and I’m<br />
really happy in my bungalow. The forming of the<br />
association seemed the next step and I can’t wait<br />
to see what we will achieve going forward,”<br />
Shan told us who Chair’s the association.<br />
It’s fantastic to see the enthusiasm and dedication<br />
of the residents in making Trethewey Close an<br />
even better place to live. Good luck with your<br />
future initiatives.<br />
If you would be interested<br />
in setting up a resident’s association<br />
or would like support in organising<br />
an event for your estate, then please<br />
contact the Tenant Partnership team<br />
by emailing<br />
help@oceanhousing.com<br />
NEWS… Have Your Say!<br />
Last month our virtual internet panel moved to become part of MyOcean, now called ‘Have Your Say’.<br />
You can find everything you need on our website, giving you more control and flexibility with just one<br />
log in, enabling you to give feedback even quicker and easier than before.<br />
Sam, Communication Manager, says “It is important to us to continuously improve our<br />
services and how you access them. We will continue to collect feedback and suggested<br />
service improvements through short feedback surveys and polls, share latest news<br />
and we’ll still run prize draws for those who participate. The site is interactive and<br />
staff from across the Ocean Housing Group will be encouraged to use this site for<br />
important feedback and have your voices heard.”<br />
If you are already registered with MyOcean you can access the site, as normal and Have Your Say is<br />
located along the top banner.<br />
To register for a MyOcean account visit oceanhousing.com/register/ to start earning points and<br />
winning prizes!
12 13<br />
Are YOU missing out on money?<br />
We understand that managing your tenancy and<br />
ensuring your financial stability are important<br />
to you. That’s why we have a dedicated Financial<br />
Inclusion team who are ready to provide support<br />
and guidance. Meet our friendly advisors,<br />
Louise and Annie who are here to assist you<br />
in maintaining your tenancy and ultimately<br />
improving your overall well-being.<br />
l Navigate the benefits welfare system to<br />
maximise your income<br />
l Reducing household bills<br />
l Budgeting advice and debt advice<br />
l Health and well-being<br />
l Grants and funding options<br />
l Saving money<br />
To book an appointment with the Financial<br />
Inclusion team contact us at<br />
help@oceanhousing.com or call us on<br />
01726 8<strong>74</strong>450 and we will set up a time that is<br />
convenient for you.<br />
Thousands of people are missing out on<br />
benefits they’re entitled to. You can check<br />
you are getting all the support you are<br />
entitled to by an independent, free and<br />
anonymous benefits calculator by visiting<br />
www.gov.uk/benefits-calculators<br />
Additional support<br />
Council Support Schemes<br />
Find out more information of what support and advice<br />
is available to you and your family.<br />
This will give you an estimate of:<br />
l The benefits you could get<br />
l How much your benefit payments could be<br />
l How your benefits will be affected if you<br />
start working or increase your hours<br />
l How your benefits will be affected if your<br />
circumstances change for example if another<br />
adult moves into your home or you have an<br />
additional child<br />
Visit www.cornwall.gov.uk/benefits-and-support/ or call 0300 1234 121<br />
South West Water have social tariffs available for people on low incomes.<br />
Visit www.southwestwater.co.uk or call 0344 346 1010<br />
Broadband To see if you may be entitled to a social tariff broadband<br />
visit www.ofcom.org.uk<br />
Citizen Advice Cornwall offer advice on benefits, debts, money,<br />
housing and more. Visit: www.citizensadvicecornwall.org.uk<br />
or 0800 144 8848<br />
For further information and support agencies, please visit our<br />
website www.oceanhousing.com<br />
Annie<br />
Louise<br />
Tenant Satisfaction<br />
Improving the quality of your home, community<br />
and neighbourhood requires strong partnership<br />
between us all. This feedback ensures we are<br />
transparent with how we are doing and let’s<br />
you, the tenant, hold us to account.<br />
For some time now we have been asking<br />
you to provide your views by completing the<br />
telephone survey carried out by IFF Research,<br />
an independent research agency. It is now<br />
Performance information<br />
Repairs<br />
completed<br />
right first time<br />
91.78%<br />
Target – 95%<br />
This area is included in our<br />
Fit for the Future<br />
review.<br />
Tenants satisfied with empty<br />
property standard<br />
These results reflect the<br />
current standard of let<br />
as feedback is<br />
predominately around<br />
lack of floor coverings<br />
and redecoration as the<br />
main areas of low satisfaction. This area will also be<br />
included in our Fit for the Future review.<br />
The Grounds Maintenance staff<br />
have increased<br />
in numbers and we<br />
look forward to seeing<br />
the satisfaction figures<br />
rise along with this.<br />
January to March <strong>2023</strong> (Quarter 4) on how you feel<br />
about the services we provide:<br />
87%<br />
Target – 95%<br />
mandatory for all social landlords to ask the<br />
same Tenant Satisfaction Measure questions<br />
of all tenants, which are designed to see how<br />
well landlords are performing. These questions<br />
have been implemented to establish how<br />
satisfied you are with the quality of your home,<br />
neighbourhood and the services you receive.<br />
The survey runs throughout the financial year<br />
(April to March). IFF Research will contact you<br />
on the following number 0203 148 7717.<br />
Your feedback is collated and reported quarterly to our Together With Ocean (TWO) group,<br />
the Ocean Housing Board and on our website at oceanhousing.com/service-standards/<br />
If you want to get involved further simply let us know by visiting the Tenant Partnership page on the<br />
Ocean Housing website oceanhousing.com/tenant-and-resident-partnership and sign up<br />
as a member today.<br />
<strong>74</strong>%<br />
Target – 90%<br />
Satisfaction rating<br />
with telephone<br />
response<br />
86%<br />
Target – 80%<br />
Tenants satisfied with the<br />
planned maintenance service<br />
100%<br />
Target – 96.5%<br />
Gas safety checks<br />
100%<br />
Target – 100%
14 15<br />
Pictured left to right:<br />
Kate, Leanne and Emelye.<br />
Spot the difference summer competition<br />
help us find the differences in these two pictures for a chance to win a prize<br />
Shared ownership is an affordable way<br />
to take the first steps on the housing<br />
ladder. The scheme is aimed at local<br />
people, who would like to own their<br />
own home but are unable to afford to<br />
purchase a property outright, giving<br />
residents the opportunity to buy a<br />
Emelye and Kate are responsible<br />
Meet our<br />
Home<br />
Ownership<br />
team<br />
for selling all new build shared ownership homes and<br />
providing a first-class service to buyers. This year they<br />
have sold 25 new homes and next year they’re set to<br />
sell even more. Once the property is sold, Leanne takes<br />
over, working closely with Emelye and Kate, providing a<br />
seamless customer journey right from the start.<br />
!<br />
The first correct entry drawn will win<br />
an Ocean goodie bag and £60 shopping<br />
voucher.<br />
Three runners up will win an Ocean<br />
goodie bag and £20 shopping voucher.<br />
The competition is open to anyone living<br />
in our properties. Only one entry per<br />
household.<br />
Closing date is Friday 15th Sep <strong>2023</strong>.<br />
Good Luck!<br />
You don’t need a stamp, just<br />
circle the differences on the below<br />
and cut out and pop it into an envelope<br />
addressed to:<br />
FREEPOST RSES-LCCA-EJUJ,<br />
<strong>Summer</strong> Spot the Difference Comp,<br />
Ocean Housing, Stennack Road,<br />
St Austell, PL25 3SW.<br />
share of a home and pay rent on the<br />
remaining share.<br />
If you’re already a shared owner,<br />
the chances are you’ve spoken with<br />
a member of our Home Ownership<br />
The home ownership team can help if:<br />
l You’re interested in buying a shared ownership home<br />
l You’d like to buy more shares in your shared<br />
ownership home<br />
How many differences have<br />
you spotted?<br />
Name:<br />
Address:<br />
team - Kate, Leanne or Emelye. They<br />
provide a range of services to all our<br />
shared owners, leasehold and home<br />
l You’re interested in buying the home you live in<br />
(subject to eligibility)<br />
ownership customers.<br />
l You’ve outgrown your home and would like to sell it<br />
Postcode:<br />
Telephone No:<br />
Our latest opportunity for a shared ownership home, is<br />
Bakery Park, in Bodmin. We are welcoming applications<br />
for the first phase where a selection of one and threebedroom<br />
homes are available for local people.<br />
Our new show home has recently opened,<br />
so why not book an appointment and<br />
have a look around, or if you have<br />
additional questions regarding your<br />
own or another shared ownership<br />
property, please email<br />
help@oceanhousing.com<br />
!<br />
Mobile No:<br />
Email address:<br />
Please tick if you would like to receive<br />
a printed copy of future issues of<br />
<strong>Street</strong> <strong>Talk</strong>.<br />
Congratulations<br />
to our Easter edition winners, Maxine, Deanna, Judith and Mark.<br />
We hope you enjoyed spending your vouchers.
<strong>Street</strong> <strong>Talk</strong><br />
to go<br />
Digital<br />
As we adapt to the digital age, Ocean Housing feel<br />
the time is now right to move from a traditional<br />
paper copy to a digital format. From December, the<br />
<strong>Street</strong> <strong>Talk</strong> magazine along with the Annual Review<br />
will be sent to all tenants who we hold an email<br />
address for digitally.<br />
Tenants will be able to access the magazine through their preferred digital device, smartphones,<br />
tablets or computers from the comfort of their own home and on the go.<br />
Transitioning to a digital version of our tenant magazine allows us to reduce printing and distribution<br />
costs. These saved resources can be used towards improving our homes and services. In addition,<br />
going paperless is environmentally friendly, reducing our carbon footprint and contributing to a<br />
sustainable future.<br />
We understand that not all our tenants are online and have an email address. For those tenants, we<br />
will continue to provide a hard copy of the magazine in the post. We also recognise that some of you<br />
may prefer a physical copy and if that’s the case, we encourage you to contact us. The magazine is also<br />
available in large print or audio CD formats for those who require them.<br />
<strong>Street</strong><br />
<strong>Talk</strong><br />
Tenants &<br />
Residents Magazine<br />
Happy Easter<br />
from all at<br />
Ocean Housing<br />
... see page 2 for front cover story<br />
No 70<br />
Spring 2022<br />
Easter Opening:<br />
Our offices will close for Easter at 5:00pm on<br />
Thursday 14th April 2022, reopen at 8:30am<br />
on Tuesday 19th April 2022.<br />
Out of hours emergency contact number: 01726 8<strong>74</strong>450.<br />
<strong>Street</strong><br />
<strong>Talk</strong><br />
Tenants &<br />
Residents Magazine<br />
As a tenant, the choice of format<br />
is entirely up to you.<br />
If you would prefer to continue receiving a<br />
physical copy, then please contact our<br />
Tenant Partnership team on 01726 8<strong>74</strong>450 or<br />
email help@oceanhousing.com<br />
and let us know.<br />
<strong>Summer</strong> Opening:<br />
Our offices will close for the bank holiday on<br />
Friday 26th August at 5pm and reopen on<br />
Tuesday 30th August at 8:30am.<br />
Out of hours emergency contact number: 01726 8<strong>74</strong>450.<br />
No 71<br />
<strong>Summer</strong> 2022<br />
<strong>Street</strong><br />
<strong>Talk</strong><br />
Tenants &<br />
Residents Magazine<br />
<strong>Street</strong><br />
<strong>Talk</strong><br />
Tenants &<br />
Residents Magazine<br />
Christmas Opening:<br />
Our offices will close for the Christmas period on<br />
Thursday 22nd December at 5:00pm and reopen on<br />
Tuesday 3rd January <strong>2023</strong> at 8:30am.<br />
Out of hours emergency contact number 01726 8<strong>74</strong>450.<br />
Happy Christmas<br />
from all at<br />
Ocean Housing<br />
Easter Opening:<br />
... see page 2 for front cover story<br />
We will close for Easter on Thursday 6th April at 5pm<br />
and reopen on Tuesday 11th April <strong>2023</strong> at 8:30am.<br />
No 72<br />
Christmas 2022<br />
Happy Easter<br />
from all at<br />
Ocean Housing<br />
... see page 2 for front cover story<br />
No 73<br />
Spring <strong>2023</strong><br />
Please recycle your <strong>Street</strong> <strong>Talk</strong>. Printed on Re-cycled paper. Designed & produced by karenjacksondesign.com 01326 373108. Photography by Tom Last Photography 0777 3010866.<br />
Out of hours emergency contact number: 01726 8<strong>74</strong>450.<br />
email: help@oceanhousing.com<br />
www.oceanhousing.com<br />
01726 8<strong>74</strong>450<br />
Out of Hours Numbers<br />
Emergency Repairs: 01726 8<strong>74</strong>450<br />
Anti-Social Behaviour: 01726 8<strong>74</strong>450<br />
Contact us for a Large Print or Audio CD of this newsletter