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Coastline House


Coastline is committed to improving performance in all areas of our business.


We use performance management to help us improve the service we provide to our customers. We have a performance management framework, which details what our objectives and targets are and how our plans and policies link together to achieve these.


It is very important that our staff, and our stakeholders, can see how we are progressing towards the targets we have set out in our business plan. This helps us to understand how well we are providing services to our customers and how close we are to achieving our vision.


The best way of monitoring our progress is to use very specific measures that describe what we are aiming to achieve and help us to decide how we can tackle problems and change things if we need to. We call these measures key performance indicators. We have worked in partnership with our customers, board members and staff to identify these.


Our performance indicators have been developed to reflect and measure how well we are achieving our four key strategic objectives which are to:

  • Great Homes
  • Great Services
  • Great People
  • Great Foundations

Performance management

Performance management is a process that most companies use to monitor, measure and improve the quality of their services. Good performance management is one way we help customers to obtain what they need from our services. It helps companies to develop plans and direct resources (including money and staff time) towards the services and issues that are most important to customers.


Coastline Housing has developed a performance management framework to guide performance management in the organisation and to show our staff, customers and other key stakeholders:

  • What we are trying to achieve
  • What we have to do to meet our objectives
  • How we will measure our progress towards achieving our objectives
  • How we recognise performance problems and tackle them
  • How will we report our performance to our staff, customers and key local stakeholders

The performance management framework is used every day by our staff to monitor, manage and improve our company's performance. You can view it by using the link at the foot of this page.


Performance Improvement Plan

Our Performance Improvement Plan (or PIP as we call it) is now embedded in the way that Coastline works and is a strong indicator of our commitment to continuous improvement in all that we do.

The PIP includes separate sections for Coastline Housing and Coastline Services, reinforcing the group-wide approach to performance management.

The plan includes historic data to show our direction of travel and five years of forward targets demonstrating our commitment to delivering services that are firmly in the top quartile and amongst the very best offered by housing associations both regionally and nationally.

You can download the latest Performance Improvement Plan by clicking on the link at the foot of this page.

We monitor our performance regularly and always try to improve in areas which are not achieving their target. Performance is monitored and reported in the following ways:

  • Senior management team - on a monthly basis
  • Executive management team - on a monthly basis
  • To the board - on a monthly basis
  • To customers - on a bi-monthly basis via the Coastline Scrutiny Committee


It is important to us that we are providing a quality service to our customers. We use many different methods to monitor our performance to ensure we are meeting our standards and are providing a service that our customers are happy with. One of the tools we use to measure ourselves is Benchmarking, where we regularly compare our performance with that of similar sized organisations.


Benchmarking against other organisations is very important to ensure that we are providing the same standard of service as our peers, if not better. It also provides us with the opportunity to work with other Housing Associations to share ideas and best practice to ultimately improve our service to you.


Coastline Housing is a member of Housemark, a national benchmarking organisation. Together with other Housing Associations we supply performance information to Housemark. The following documents are available for download:

  • Our Top 10 performance measures voted by our tenants (monthly)

Related Documents

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