Coastline is committed to providing you with excellent services.
Your priorities were identified by consultation and have become the Local and Coastline Offers. These are split into 4 key themes, as indicated within the Tenant Services Authority’s Standards.
To see a booklet showing all of the 95 offers which apply to Coastline’s services please click here: Local and Coastline Offers.
The Local and Coastline Offers shown below are those which are closely linked to the work of the Contact Centre:
| Description of Local Offer 2012 | Target | Frequency of reports to customers |
|---|---|---|
We will ensure all documents are in plain language |
100% |
Annually |
We will provide a range of ways for you to contact us |
Not applicable |
Annually |
We will answer your telephone call within 15 seconds |
91% |
Quarterly |
We will offer every caller a call reference number |
100% |
Annually |
We will acknowledge your e-mails and letters within 48 hours |
100% |
Quarterly |
We will answer your e-mails within 7 working days |
97% |
Quarterly |
We will answer your letters within 7 working days |
90% |
Quarterly |
We will collect all customer profiling information to assist us in meeting your needs |
82.5% |
Quarterly |
We will review the website with customers to ensure accessibility and relevance |
Not applicable |
Annually |
