Starting in May, Coastline is carrying out our annual customer survey to ask what you think about our services. We will be using a company called Acuity to do this.
We hope you can spare a few minutes to give us your feedback if you receive an email, text or phone call inviting you to complete the survey.
It's an important opportunity for Coastline to hear from you, which helps us understand what we’re doing well and where we need to improve.
On our performance page you can read about how your responses are used. That page also has details of the Regulator for Social Housing's Tenant Satisfaction Measures which form the basis of our survey.
If you have questions about this survey please contact us in your preferred way.
Frequently asked questions
What surveys?
Coastline commissions Acuity, a market research company, to carry out a range of satisfaction surveys. The Tenant Satisfaction Measures (TSMs) form part of an overhaul of social housing regulations and it is mandatory for all social housing landlords in England to collect this information and report it to the Regulator of Social Housing.
The survey includes 12 questions. Every year Acuity will contact customers and ask them to take part in a TSM survey, which includes 12 questions about the services Coastline provides, allowing customers to see how well we are doing.
In addition to this annual survey, Acuity also contacts a sample of customers via telephone, email or SMS who have either reported a repair, reported antisocial behaviour, made a complaint or service request, or have called our contact centre. This helps Coastline gather feedback about the quality of these specific interactions.
Who are Acuity?
Acuity Research & Practice (Acuity), are a market research company specialising in the social housing sector. They have over 26 years of experience talking to residents and gathering their feedback.
Who will be contacted? And how long will it take?
In May and June, Acuity will contact some of our customers by email and also telephone customers asking them to take part in the annual TSM satisfaction survey. The survey should take approximately 8 to 10 minutes to complete.
What number to look out for?
If you receive a call from Acuity, the number displayed will be 01209 870018 which is from the Redruth area.
Is the survey confidential and anonymous?
The survey is strictly confidential and if you request, the results can be given back to Coastline anonymously without your name attached.
Is the survey in line with data protection and what about quality standards?
All the calls are recorded for training and quality purposes. Acuity is a company partner member of the Market Research Society and is registered with the Information Commissioners Office, and in line with the Data Protection Act is not permitted to release any details to any other organisation. Under the Data Protection Act Acuity is not permitted to release any information that would allow an individual to be identified without their prior active consent to do so. Acuity also holds ISO20252:2019, which is the quality standard for market research companies.