Our performance

Transparency is important to us in the way we do business and speak to our communities

We continually measure and analyse our performance to ensure we achieve our strategic objectives.

To do this we use a performance management framework, set through regulatory requirements and customer feedback.

The results are in from our annual satisfaction survey

With over 1,200 surveys completed this is one of the largest responses we've ever received, and we are very pleased to announce that our customers gave us an overall satisfaction rate of 81%.

This is the first of our annual surveys to be held under the new Tenant Satisfaction Measures recently introduced by the Regulator for Social Housing. Most of the questions asked are now set by the regulator, allowing for direct comparison of service provision with housing providers across the country. Look out for the national results which will be published in the early part of 2024.

Summaries of the findings for Coastline's rental and shared ownership customers shows satisfaction with repairs and safety of their homes, and that we treat people fairly and with respect. They also told us that we’re easy to deal with.

However, the responses show that we need to improve our approach to handling complaints, anti-social behaviour and neighbourhood management.

We have been through all the responses we’ve received - see our 'latest updates' below for details on what we're doing and how we're listening and acting on your feedback.

Tenant Satisfaction Measures

The Regulator of Social Housing created this system for assessing how well social housing landlords in England are doing at providing good quality homes and services.

The regulator sets consumer standards plus Tenant Satisfaction Measures (TSMs) that social housing landlords like Coastline must report on. The aim is to make landlords’ performance more visible to tenants, and help tenants hold their landlords to account.

There are 22 TSMs, covering five themes. Ten of these are measured by landlords directly, and 12 are measured by landlords carrying out tenant perception surveys. The questions cover overall satisfaction and:

Keeping properties in good repair
Maintaining building safety
Respectful and helpful engagement
Effective handling of complaints
Responsible neighbourhood management.

Coastline's annual survey is sent to every household to ask for feedback. We publish the results and what we're doing because of them. They are also sent to Regulator of Social Housing which publishes them on its website each year.

Find out more

In the featured documents section below you can download the RSH Tenant Satisfaction Measures leaflet, or head to the Regulator of Social Housing website.

RSH website

Our Pledges

At Coastline, putting our customers first is a top priority.

Our Trust Charter sets out how we’ll build and maintain trust with our customers, and our Pledges set out service standards and commitments customers can expect from us and align closely with the TSMs. We monitor and share our performance against these so it's clear how we're doing.

Our involved customers ensure these Pledges shape our services to meet customers' needs. If you would like help with this important area of performance measurement, please take a look at the opportunities in our Coastline Conversation section.

How we're doing

Here are the latest summaries of our performance. These regular updates look at how we're doing across measures our customers tell us matter most.

We also report on how we're doing in CoastLines magazine and at customer meetings as part of the Coastline Conversation.

Performance Oct 2023 Performance Nov 2023 Performance Dec 2023 Performance Jan 2024 Performance Feb 2024

We're always listening

Whether it's good or bad, we take all feedback seriously and use it to develop our services.

We update this page with any new improvements and actions we are taking. You can read about our most recent changes below.

We'd love to hear from you if you have any ideas or feedback. Find out how to join the Coastline Conversation.

Latest updates

Complaints improvements

October 2023

We will be updating our complaints page soon, to give some case study examples of what we treat a service request (such as when you report a repair to us for the first time), service failure (where we don't deliver on a service request) and a complaint (where you tell us about something that's gone wrong, leading to an investigation and finding under our complaints policy). We hope this will help customers understand our service levels and what to expect from us.

April 2023

We have been reviewing how we handle complaints by regularly looking at the latest Housing Ombudsman recommendations and using customer feedback from surveys.

As a result of these reviews, we:

have enhanced our process for dealing any issues raised by customers
are reviewing our approach to dealing with Antisocial Behaviour (ASB)
provided internal training for colleagues to look at how we can improve customer experience.

We're still doing these checks often to make sure we handle complaints in the best way possible.

Find out more about our complaints process and give feedback

TSM improvements - Repairs

October 2023

As part of the 2023 Tenant Satisfaction Measures, we are responding to customer feedback and reviewing our customer communication for responsive repairs. This will include:

keeping customers informed on the status of their repair, particularly if we cannot complete it by the target timescale
carrying out a pilot of telephone satisfaction surveys for day to day repairs
carrying out a 'mystery shop' of customer communication (scheduled for spring 2024)

April 2023

Coastline customers completed a survey about our repairs service and shared how important it is to keep you informed. We’re taking action by:

accurately diagnosing and booking as many repairs as possible at first point when you contact us by phone
if we can't diagnose or book your repair at first point, pass your call to our scheduling team rather than arranging for a call back
improving the messages you receive about your booking, giving you the option to rebook online
checking our phone conversations to make sure you receive all the information needed about your repair and the next steps. We will provide additional training to our colleagues if needed
giving you 24 hours’ notice (where possible) if we need to cancel your appointment
letting you know the time and date that we’ll return to carry out further works (if required), before we leave

To make sure our actions are making a difference; we plan to ask customers about their repair experiences in the coming months and we look forward to hearing their feedback.

TSM improvements - Neighbourhoods

As part of the 2023 Tenant Satisfaction Measures, we are responding to customer feedback and reviewing our Community Standard Inspection (CSI) process. This will include:

how we publish these to customers
our visibility when we're out and about, and
how we keep customers informed about any actions we're taking following a CSI.

We are also reviewing our approach to dealing with noise, giving customers clearer advice around what is or isn't antisocial behaviour.

TSM improvements - Communication / Customer Service

As part of the 2023 Tenant Satisfaction Measures, we are responding to customer feedback and reviewing our customer communication. This will include:

updating our reporting around service failures and complaints
improving our learning from complaints
anticipating issues before they become complaints, where possible
reviewing our 'goodwill gestures' as part of putting things right when they go wrong

Find out more about our approach to complaints.

Website improvements

October 2023

We are consulting customers on how easy our website is to use. Once the survey responses have been received and considered, we will make any changes needed to improve the content and navigation.

April 2023

Coastline customers completed a survey and told us that our website wasn't very easy to use. As a result of this we have:

asked customers to choose their design preferences
used customer feedback to develop this website, with updated content, navigation and a simpler structure
added new sections to cover topics customers have told us are important to them, such as damp and mould, home safety and greener living.

To make sure our actions are making a difference, we will ask customers about their experiences using the new website in the coming months and we look forward to hearing their feedback.