Local and Coastline Offers

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 all of the 95 offers which apply to Coastline’s services please download the Local and Coastline Offers booklet.

The Neighbourhood and Involvement Team works with other departments and our customers in choosing the Coastline Offers and helping everyone to see how these are working.

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

The Local and Coastline Offers shown below are those which are closely linked to the work of the Neighbourhood and Involvement Team:

Description of Local Offer	Target	Frequency of reports to customers
We will increase the number of involved tenants and will support and empower them to get involved	10%	Annually
We will offer an agreed menu of ways for you to get involved with us	Not applicable	Annually
We will promote involvement in all external communications	Not applicable	Annually
We will contact new involved customers within 10 working days	100%	Annually
We will monitor and report involvement by diversity	100%	Annually
We will assess the impact of your involvement in our services and report back to you	Not applicable	Annually
We will develop an annual training programme with you	At least 4 sessions per year	Annually
We will provide a range of ways for you to make a complaint or compliment	Not applicable	Annually
We will ensure you are satisfied with how complaints are handled	71%	Quarterly
We will report a summary of complaints and compliments which includes information relating to diversity	Not applicable	Quarterly
We will use your complaints and compliments to help shape our service delivery	Not applicable	Quarterly
We will review the complaints procedure with you	Not applicable	Quarterly
We will collect all customer profiling information to assist us in meeting your needs	82.5% by April 2011	Annually
We will always take customers' views into account	77%	Quarterly
We will increase the number of customers who have access and are using the internet	40% by April 2011	Annually
We will review the website with customers to ensure accessibility and relevance	Once per year	Annually
We will publish and carry out a 12 month timetable of neighbourhood inspections and risk assessments	100%	Annually
We will involve you with neighbourhood inspections	50%	Quarterly
We will feedback the outcomes of neighbourhood inspections to you	100%	Quarterly
We will support the development of Residents' Associations in your community	100%	Quarterly
We will attend every recognised Residents' Association's Annual General Meeting	100%	Annually
We will identify community cohesion areas on an annual basis using neighbourhood information and through consultation with you	3	Annually

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.