Help us decide

Every voice in the Coastline Conversation helps to influence and shape our services.

No matter how you choose to talk to us, we're listening.

All the key messages we gather from you in the Coastline Conversation are shared with our Customer Voice group and the Customer Experience Committee.

Coastline's Board receives reports from these groups at every meeting, so what you tell us directly influences their decisions about services to all customers.

Customer Voice

Our scrutiny group is open to customers of all ages and backgrounds, from across our homes in Cornwall.

Members refer to our Trust Charter to make sure that we meet our customer commitments.

They work with colleagues across the business as a 'critical friend' to:

  • help to ensure customer views are asked for, listened to and acted upon
  • take part in scrutiny reviews of services that matter most to you
  • make recommendations, ensure Coastline is implementing those improvements, and report progress to our Customer Experience Committee.

Please contact us if you're interested in joining or finding out more about Customer Voice.

Contact us
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Be a Customer Voice Volunteer Lead

Help shape Coastline’s services and make a real difference in your community.

As a Customer Voice Volunteer Lead, you’ll help guide one of our involvement activities, such as:

  • Customer Void Inspections
  • Complaint Mentors
  • Community Collaboration Sessions
  • Mystery Shops & Scrutiny Reviews.

You’ll work closely with Coastline teams to turn customer experiences into real improvements and share your group’s findings at quarterly Customer Voice meetings.

Your Impact

  • Champion what matters most to customers
  • Make sure customer feedback is heard at every level
  • Celebrate what Coastline does well
  • Help ensure value for money and better services for all.

Benefits

  • Reimbursement of travel expenses
  • Full induction & training
  • Annual shopping vouchers and prize draw entries
  • Celebration events to recognise your contributions.

Interested in making a difference? We’d love to hear from you! Speak to the Community Investment Team to get started by emailing getinvolved@coastlinehousing.co.uk or call 01209 200200.

Customer Experience Committee

This committee is part of our governance structure.

It includes customers who are recruited to work with Coastline colleagues to monitor key services, and keep an overview of how we’re meeting our commitments to customers.  

Our customer members are:

  • Edward Chapman
  • Molly Gaunt
  • Steve Curtis

They are all passionate about representing the voice of Coastline customers and communities and bring a wealth of talent and experience to their roles.

Experience Committee
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More on Customer Voice

We ask that all group members prioritise attending the four Quarterly Customer Voice meetings per year, and undertake one scrutiny review or mystery shop.

We ask that all members attend the quarterly Customer Voice meetings which can be accessed online or in person, depending on your preference. Sub-groups will also form to address issues, such as doing scrutiny reviews of service areas, and you may wish to meet on a more regular basis to do this. These sub-groups enable members to get to know one another, as well as work collaboratively to make recommendations

  • get your voice heard
  • help to shape and improve services
  • make sure that Coastline is the best landlord we can be
  • training opportunities
  • gain skills to put on your CV
  • meet new people
  • build confidence
  • opportunity to win shopping vouchers
  • earn Time Credits to spend on activities, products & services

Featured documents

Connect With Us - Join the Conversation
Coastline Conversation Involvement & Engagement Assessment
Trust Charter
Coastline Plan 2025-30
Coastline Conversation CEC Report November 2025
Coastline Conversation CEC Report June 2025
Coastline Conversation CEC Report April 2025
Coastline Conversation CEC Report February 2025

More Coastline Conversation

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