Complaints & compliments
We are committed to providing a high standard quality service to all our customers, but understand that sometimes you may wish to complain about an aspect of our service or bring to our attention something that is not working well.
If you have a complaint which cannot be dealt with by the member of staff you would usually deal with, we have a complaints procedure in place. This aims to deal with your complaint effectively and efficiently.
Complaints can be made using the form on this website, through My Coastline, by emailing email@example.com, or by any way you choose to get in touch. You can also make a complaint in person at Coastline House reception or ask for a Tenancy Management Coordinator to visit your home.
From the start of a tenancy all customers are provided with information on how complaints can be made. This is included within printed and digital sign-up packs.
Customers have the right to refer their complaint for early advice to the Housing Ombudsman Service. Find out more in the Complaint Handling Code or make contact by phone, letter, or through the website:
Housing Ombudsman Service
PO Box 152
0300 111 3000
For advice on how to make a complaint take a look at this Social Housing Complaints page.
Our full complaints policy is available on our policies page.
Each year we ensure that we feed back information about complaints received to all our customers. This can be found in CoastLines magazine and our Annual Report to customers.
When we do things well, our customers often pay us compliments about our work. It's always great to get positive feedback and our staff really appreciate it.
We record all your compliments, so if you think we have done something very well or a member of our team has gone that extra mile to help, please let us know.
All you have to do is email firstname.lastname@example.org or send us a message using our online service My Coastline:
Customer Access Team
"The young man I saw yesterday was absolutely lovely. He explained everything with me and did not rush me. If I was not sure he went over it again. Thank you, you have the patience of a saint. Coastline is lucky to have you, bless you."
Following a work experience placement:
"We truly cannot thank you all enough for arranging such a fantastic introduction to the world of work. It has been so varied and interesting - our student has been so excited to share everything she has learned."