Complaints & compliments
We are committed to providing a high standard quality service to all our customers, but understand that sometimes you may wish to complain about an aspect of our service or bring to our attention something that is not working well.
If you have a complaint which cannot be dealt with by the member of staff you would usually deal with, we have a complaints procedure in place. This aims to deal with your complaint effectively and efficiently.
Complaints can be made by phone, in person at Coastline House, by letter or complaints form, or directly using the complaints form on this website. Alternatively, it may be possible for a Tenancy Management Coordinator to meet you in your home.
Our full complaints policy is available on our policies page.
Each year we ensure that we feed back information about complaints received to all our customers. This can be found in CoastLines magazine and our Annual Report to customers.
When we do things well, our customers often pay us compliments about our work. It's always great to get positive feedback and our staff really appreciate it.
We record all your compliments, so if you think we have done something very well or a member of our team has gone that extra mile to help, please let us know.
All you have to do is to call us on 01209 200200, or e-mail us at firstname.lastname@example.org. You can also write to us at the usual address or use the quick contact box to the right.
Cleaning Team - CSL
Customer said he was very impressed at how clean a property was when he moved in, after viewing it beforehand when the bathroom was filthy. He walked in and put the kettle on when he got there as it was immaculate.
Email from former customer: "Thanks once again for all of your help while we have been with Coastline, best housing company we have been with and I know the new people will be just as happy here as we were."
Responsive Repairs – CSL
Customer emailed: "I would like to compliment Coastline and the operative on your service and the repair. The job was completed a day earlier than planned, was done very quickly - polite, respectful and friendly."