On a scale from zero to three stars, the Audit Commission inspection team gave the service a ‘fair’, one star rating. This was because satisfaction with the association is high and properties are maintained and improved to a good standard. Performance on collecting rent is strong and there is a high level of awareness about value for money across the organisation.
Kieran Colgan, Audit Commission Lead Housing Inspector, said: ‘Ocean Housing delivers some good services in key areas that matter to its tenants, such as repairs and maintenance. These provide a strong basis for improving all its services. The association has a clear vision of where it wants to go and has the good leadership, performance management arrangements and capacity to ensure it gets there.’
The inspectors found a number of positive features of the service:
• Satisfaction with the association is high
• Repairs and improvements to tenants' homes are carried out well
• Performance on rent arrears is strong.
• There is a high level of awareness of value for money throughout the association.
However, there are some issues that need to be tackled:
• The experience of accessing services in person and by phone is mixed and service standards are not comprehensive and consistently challenging.
• Estates are not all managed well - grounds maintenance is sometimes poor and some communal areas are in an unsatisfactory condition.
• The association's approach to supporting tenancies through welfare advice and financial inclusion work is underdeveloped.
To help the service improve, inspectors made a number of recommendations. These include:
• Improve customer care - for example by dealing more promptly and effectively with telephone enquiries.
• Enhance the quality of service for people living on estates - for example by improving estate inspections and managing performance on communal cleaning and grounds maintenance.
• Ensure that services are more sensitive to the needs of residents by improving the understanding of tenants' needs and requirements.
Ocean Housing Limited is chiefly a general needs housing association, formed in 2000 with the transfer of 3,500 homes from Restormel Borough Council. Ocean currently employs approximately 300 staff including a direct labour force. The annual budget for the group's activities was £15.2 million in 2007/08.
