Quick links
Report a repair Report ASB Housing Ombudsman Care Quality Commission
Compliments and service requests
Compliments
We love to hear when we’ve got things right. If you’ve had a positive experience with a member of our team or a service we provide, please let us know. Compliments help us celebrate what’s working well and share good practice across Coastline.
How to send a compliment
You can share your compliment in person, by phone, email, through our website or portal, or on social media.
What happens next
We’ll make sure your feedback is shared with the relevant team or colleague, and we celebrate compliments internally.
Service requests
A service request is when you ask us to take action to put something right, such as:
- Requesting a repair or reporting a maintenance issue
- Asking for communal areas to be cleaned or grass to be cut
- Reporting a missed appointment or requesting a follow-up
How to make a service request:
- For repairs, please use our report a repair page.
- For other service requests (like cleaning or grounds maintenance), contact our Customer Access Team by phone or email.
What happens next
We aim to acknowledge all service requests within 5 working days and then resolve them within 4 working days. If your request cannot be resolved straight away, we’ll keep you updated on progress.
Contact us
What is a complaint?
A complaint is any expression of dissatisfaction, however made, about the standard of service, action, or lack of action taken by Coastline, our staff, or contractors.
Examples of complaints:
- Missed or delayed repairs
- Poor staff conduct
- Delayed responses to enquiries
- Unresolved anti-social behaviour reports.
Not a complaint:
- Requesting a new repair (please use our report a repair page).
- Reporting antisocial behaviour (ASB) (see our ASB page).
- Disputes about rent or service charge levels (these are handled by a tribunal).
For more on what is and isn’t a complaint, see our Customer Feedback (Compliments and Complaints) Policy.
Customer Feedback Policy
How to give feedback or make a complaint
You can contact us in the way that suits you best:
- In person - to any member of staff or at Coastline House, 4 Barncoose Gateway Park, Pool, Redruth TR15 3RQ
- Phone - 01209 200200
- Email - feedback@coastlinehousing.co.uk
- Online - My Coastline app or webpage
- Social media - send us a private message
- Through a third party - such as a friend or family member with your consent
Accessibility
If you need information in another format (large print, audio, easy read, or another language), or need extra support, please let us know.
Our complaints process
We aim to resolve issues quickly and fairly. Here’s what you can expect.
Stage 1 – Investigation
- We acknowledge your complaint within 5 working days.
- An Investigating Manager will contact you and respond within 10 working days.
- If more time is needed, we’ll explain why and keep you updated.
Stage 2 – Independent Panel Review
- If you’re not satisfied, you can request a review within 30 days of Stage 1 closure.
- A panel (including an Executive Director, Customer Member, and Non-Executive Director) will review your case and respond within 20 working days. If more time is needed, we’ll explain why and keep you updated.
Still unhappy?
You can contact the Housing Ombudsman Service for independent review.
For full details, see our Customer Feedback Policy.
Remedies and putting things right
If we find we’ve made a mistake or not met our standards, we will:
- Apologise and explain what went wrong.
- Take practical action to resolve the issue.
- Offer reimbursement where appropriate.
- Make changes to prevent it happening again.
We always consider the impact on you and aim to provide a fair and proportionate remedy.
See our Customer Feedback (Compliments and Complaints) Policy for more information.
Customer Feedback Policy
Learning and improvement
We use your feedback to improve our services.
- 'You said, we did' updates are published in CoastLines magazine.
- We report on complaints and learning to our Customer Experience Committee and Board.
- Our annual self-assessment against the Housing Ombudsman Code is published on our website, available in the featured documents below.
