CRAFT - the Coastline Residents' Action Feedback Team

The Coastline Residents’ Action Feedback Team (CRAFT) is made up of customers who want to test our services by mystery shopping. It’s a very effective way to see how we work and if we are delivering our Local and Coastline Offers. The members can make enquires by telephone, letter, e-mail, look at our website or visit our office.

The difference they make

By selecting Local and Coastline Offers, CRAFT can report on the quality of information and advice given by Coastline. This allows us to assess what we do well and whether there are services we need to improve.

The time you need to give

You will be invited to come along for some training which lasts for a couple of hours. After that, members of CRAFT usually test a service once every three months, which may take around two hours. You will be asked to do one of the following:

• make a phone call
• write a letter
• send an e-mail
• find information from Coastline’s website.

How you can join

If you e-mail getinvolved@coastlinehousing.co.uk we will book you onto the next training session and let you know when it will be. You can also call 08082 027728 and ask to speak to a member of the Neighbourhood and Involvement Team, or download and return the application form at the end of this page.

You can read more information about CRAFT below, or continue to navigate a course through our pages to find out about the many ways to Get Involved with Coastline.

What the team has investigated

CRAFT’s first full review was of the services covered by the Home standard, which includes the quality of homes, repairs and maintenance.

They found that 92% of their queries were answered by the Contact Centre at the first call. Every mystery shopper gave the Customer Service Advisors 100% for being polite and professional.

CRAFT also praised the advisors for doing everything they could to help and seeming genuinely keen to do so. They liked their call being put through to other agencies rather than phone numbers being given out, and saw this as a really positive practice.

If you would like to know more about becoming an involved customer, please contact any member of the Neighbourhood and Involvement Team. You can e-mail getinvolved@coastlinehousing.co.uk, download the application form, call freephone 08082 027728 or our local number 01209 200200.