The results are in from our annual satisfaction survey.
With over 1,200 surveys completed this is one of the largest responses we've ever received, and we are very pleased to announce that our customers gave us an overall satisfaction rate of 81%.
This is the first of our annual surveys to be held under the new Tenant Satisfaction Measures recently introduced by the Regulator for Social Housing. Most of the questions asked are now set by the regulator, allowing for direct comparison of service provision with housing providers across the country. Look out for the national results which will be published in the early part of 2024.
Summaries of the findings for Coastline's rental and shared ownership customers shows satisfaction with repairs and safety of their homes, and that we treat people fairly and with respect. They also told us that we’re easy to deal with.
However, the responses show that we need to improve our approach to handling complaints, anti-social behaviour and neighbourhood management.
We have worked through all the responses we’ve received and will listen and act on feedback from the survey. See our performance page for the latest updates from the improvement plan that will guide our work over the coming year.
Thank you to customers who took the time to fill out the survey. All were entered into a draw to win one of 20 vouchers of between £10 and £250. That draw has taken place and we've been in touch with the lucky winners.
The Tenant Satisfaction Measures
Here are the categories covered by the Tenant Satisfaction Measures survey questions. Full details of how the measures work are on our performance page.
