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Staff and customers

Community Standard


Coastline is committed to working in partnership with communities, helping them to prosper and assist customers to realise their ambitions and achieve goals that they may have thought beyond their reach.

The Homes & Communities Strategy sets a clear direction to achieve our aspirations and meet our customer’s dreams. This supports the Corporate Plan 2017 to 2021, Asset Management Strategy and Repairs and Maintenance Strategy 2017 to 2021.


In addition to our own standards and strategies we will meet and aim to exceed the existing consumer regulation objective and consumer standards as set out below:


The Tenant Involvement and Empowerment Standard – which requires landlords to provide choices and effective communication of information to customers and to have a clear, simple and accessible complaints procedure


The Home Standard – requires homes to be safe, decent and kept in a good state of repair


Coastline+ Standard – ensuring components within homes are upgraded and/or replaced within their life expectancy. This also includes HHSRS (Housing Health and Safety Rating System)


The Tenancy Standard – requires providers to let their homes in a fair, transparent and efficient way and enables customers to access opportunities to exchange their tenancy


Neighbourhood and Community Standard – requires providers to keep the neighbourhood and communal areas that they own to be clean and safe and to promote social, environmental and economic wellbeing in areas where they own homes. To work in partnership with others to tackle antisocial behaviour in neighbourhoods where they own homes.


Estate Standards - setting the standards for our communal spaces. 


To read the full Community Standard please download a copy below.


Community Standard inspections


Our Tenancy and Technical Services teams will be looking at things like gardens, grounds maintenance, and health and safety in communal areas. The Community Investment team will be offering support with digital inclusion, signposting customers to training and support agencies, and tackling social isolation.


Inspections take place across the year. The number of visits to each area is based on the following categories:

  • Red – monthly inspections
  • Yellow – quarterly inspections: March, June, September and December
  • Green – six-monthly inspections: June and December

Areas can move to different categories, and we aim to have every area in at least the yellow category.


You can download a list of areas and categories at the foot of this page.


Related Documents

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