We are dedicated to continually improving our service delivery and to ensure we work in a uniform and measurable way. As such we are pleased to announce that we are working and consulting with our customers via Sounding Boards for all areas of service within Coastline Housing. The outcome of these Sounding bOards is evidenced via way of an Impact Assessment. For further details of this and the Sounding bOards please contact Debbie Greenaway, Hazel Bettens-Sewell or Leanna Barton via the Contact Centre on 08452 700720.
We have customer service standards, as detailed in the recent mailing (June 08) to all of our customers. These standards are the level of service that you can expect from us on an every day basis.
We believe that you deserve a first class service. We ask you to judge us against these standards and, if we ever fall short, please contact us.
Just like any organisation, sometimes things do not go according to plan. Of course, we hope that you will never need to complain because we will always work hard to keep to our commitments. However, if we do get it wrong, we will apologise. We also have an honest and fair complaints and compensation procedure.
Customer Claims at Coastline Housing Ltd
Our aim at Coastline is to always provide an excellent service to our customers, whether it's for repairs to your home or for information about a new kitchen or even a move to a new home.
We listen to what you, our customers have to say about how we do things and try to make improvements and changes where we can.
There are times when we don't do as well as we'd like and we have the customer claims policy to deal with these instances.
The customer claims policy allows you to let us know what you feel went wrong with our service and how you think it affected you. Each claim is investigated by our Customer Services team and looked at individually for reasons of why something has; or hasn't happened. In some cases a goodwill payment may be made, up to the value of £50.00.
It's worth noting that this policy is not put in action to replace your home contents insurance. The contents of your home are your responsibility and you need to decide whether or not you want to take out contents cover. If there was a leak at your home and your carpet ruined, or your stereo, we would not be responsible for making these good or replacing them. As your Landlord we are responsible for making sure you have a repairs service to call on 24 hours a day, 7 days a week to deal with the repair for you. We would attend and make a temporary repair the same day and then update you with when the permanent works could be done. We don't plan for anyone to have problems with their home, but we do plan to sort them out as soon as we can if something happens.
Please click the link below if you require a customer claim form.
