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Meet our teams

 

We are an ambitious and forward thinking Housing Association serving customers across Cornwall.

 

As a customer-focused business, customers are at the heart of everything we do.  We recruit great people who we invest in throughout their careers at Coastline, as we know that satisfied colleagues help to make satisfied customers.  We are committed to creating a flexible ‘one Coastline’ team, united in our ambition to create great homes and communities and deliver great services for our customers, now and in the future.

 

Here are the teams and departments that Coastline customers are most likely to be in touch with.  In addition to these customer-facing teams, we have teams working in finance, ICT, HR (people management and development), communications, governance, development (house-building), house sales and performance & business improvement.

 

How we are governed

The Board

Executive Team

 

Housing, Assets & Communities directorate

 

Customer Access Team

Our Customer Access Team is open to manage calls from 8.30am to 5pm, Monday to Friday. It is the first point of contact for all customers, and is able to answer many customer queries right away.  We also signpost and assist customers who visit our Reception between 9am and 5pm, Monday to Friday.  We support our customers to access a range of services digitally via My Coastline. Email customer.service@coastlinehousing.co.uk

 

Housing services – Income Management

Our Income Management Team collects Coastline’s rental and service charge income, and helps customers to sustain successful tenancies though our friendly and specialist ‘welfare reform’ colleagues. Direct email income@coastlinehousing.co.uk.

 

Housing Services – Leasehold and Service Charges

The Leasehold and Service Charge Team is responsible for all post-sales management of the shared ownership, leasehold and freehold accounts. This includes both income recovery (including money owe after a customer has vacated), garage rentals and leasehold management.


The team also calculates service charges for all customers, regardless of tenure, and work with the Development and Technical Services Teams to calculate estimated service charges for all new schemes prior to completion. You can read more about service charges in our Knowledge Base.

 

Housing Services – Lettings 

Our Lettings Team manages the lettings process for our properties, working with Coastline Services colleagues to prepare homes to be re-let, and letting to new customers, ensuring the right customer has the right home at the right time to best meet their needs. Direct email lettings@coastlinehousing.co.uk.

 

Housing Services – Tenancy Management
Our Tenancy Management Team helps customers to get their tenancies off to a great start and provide advice and guidance, from mutual exchanges, managing permission requests, reviewing tenancies, and tenancy compliance.

 

This means supporting our customers to feel safe in their homes and communities and taking action against customers who break their tenancy agreements.  The team works closely with Lettings and Income Management to help customers to be successful in sustaining their tenancies. Direct email tenancy@coastlinehousing.co.uk

 

Housing Services – Community Investment 

The Community Investment Team leads on customer involvement.  Their vision is to provide a clear line of sight between customers, communities and the Board, so that insight and feedback is fully utilised to empower customers, influence decisions and strengthen trust.

 

Community Navigators work with customers and communities to identify existing skills and strengths and support neighbours to make the changes they want to see in their areas, through projects, events, and our Community Impact Funding. You can find out how to or apply for funding on the community life page.

 

The team also delivers a range of training, volunteering and employment opportunities for customers and our local communities.   Find out more on our get involved pages  

 

Operational maintenance - surveyors

We are responsible for managing the main responsive repairs contract with Coastline Services to deliver a ‘right first time’ repairs service to your home. The repairs service includes smaller planned maintenance works such as fencing and boundaries, and drain clearance repairs.

 

Our team of surveyors are able to provide expert advice on more complex repairs and are often out visiting and inspecting customers’ homes to specify the works needed. They also carry out quality checks once work is complete to ensure the standard of our repairs is high.  They provide advice to our Customer Access Team to help with categorising and ordering repairs right first time.

 

The team also provides an adaptations service, for specialist works to help customers remain independent in their homes. 


Operational maintenance - Smartline 

Our team collects and monitors information relating to our properties to help ensure that customers are heating and ventilating their homes. Within Smartline we provide support for green space projects, digital inclusion and investigate new technologies which could be used in future to improve services so we can provide great homes. The team also improves the energy efficiency of our homes, helping to keep the cost of running your home as affordable as possible.


Property investment & compliance

To keep you safe in your home, the compliance team manages a programme of inspections and servicing, including fire, gas, lifts, electricity, asbestos, smoke detectors and radon.

 

The asset management and investment team regularly inspects and surveys our homes to help plan for improvements and replacement programmes (such as kitchens, bathrooms, roofing) so we can continue to provide great homes. The team also looks after contracts for cleaning, caretaking, painting, grounds maintenance and play areas, to keep the exteriors and communal areas looking neat and tidy.

 

Promoting Independence - Extra Care 

Our Miners Court Extra Care accommodation in Redruth offers 64 self-contained flats for older people, and our on-site care and support team are committed to enabling our residents to remain independent as long as possible in a safe and supportive environment. 

 

Promoting Independence – Homelessness, Supported Housing & Move-on 

Our person-centred teams support people who are on their journey away from homelessness, from our high standard emergency accommodation facility through to a number of ‘move-on’ properties.

 

The team works with a range of agencies to offer a wrap-around service to individuals to facilitate positive pathways to independence, including people at risk of homelessness and rough sleeping through the Nos Da Kernow project.

 

The team also offers support alongside a range of key partner agencies from our Hub at Chi Winder in Pool.  


Coastline Services

Maintenance provider Coastline Services is a subsidiary of Coastline Housing.

 

Coastline Services – responsive repairs

Our Response Team provides a comprehensive repairs, maintenance and safety service to our customers, with in-house trades expertise including carpentry, plumbing, electrical, groundworks, gas and other specialist works.

 

Coastline Services – grounds maintenance & cleaning

The grounds maintenance team looks after grassed areas, trees, hedges, pathways and hard standings.  The team works to keep our neighbourhoods safe, clean and tidy, in line with our Coastline Community Standard.

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