We're listening

The conversation is happening

Whether it's a quick survey, or you're part of one of our customer groups, we know that working together we achieve better services and stronger communities.

Your voice counts

Thank you to all our customers who responded our most recent all customer survey in Spring 2022. We had over 800 responses and many of you also provided really useful comments for us to work with.

You told us

You’re satisfied with most of our services and that we’re helpful and easy to deal with, but we need to improve our complaints handling.

We listened

We've introduced a new complaints policy and procedure for managing the issues you raise with us. The process is now quicker and ensures we make changes and learn from when things go wrong. You can read the full improvement plan in the find out more section.

Our annual survey 2023

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 are working through all the responses we’ve received and will listen and act on feedback from the survey. We will soon update our performance page with an improvement plan that will guide our work over the coming year.

That page also has full details of how the Tenant Satisfaction Measures work.

You rang me with a property and got me and my family in within a month. Bang on folks. Thank you for helping improve our lives.

- Coastline customer, Lettings survey

We're always listening

We want to deliver great services. We ask customers to tell us what they think when they deal with us day to day, so we send quick and easy surveys by email and text. We hope you'll take a minute to fill one out.

Over the last 12 months

our overall Customer Satisfaction score is 3.4 out of 5
our Net Promoter Score is 12

The Net Promoter Score measures the loyalty of a company's customer base with a score from -100 to +100, which comes from customers answering the question: "how likely are you to recommend Coastline to a friend or family member?"

Find out more

There's lots more information on our performance page, and within this Coastline Conversation section.

Our performance Coastline Conversation

Get the My Coastline app

I found the whole experience a lot less stressful than I expected it to be. The staff I dealt with were totally professional. I would highly recommend Coastline to anyone seeking a property to rent.

- Coastline customer, Lettings survey