Results for 2026/27 - watch our video summary
How did we do?
Your feedback helps us improve the services that matter most to you.
Over the last year we've used customer feedback and our Tenant Satisfaction Measures (TSM) results to improve how we communicate, manage complaints, support neighbourhoods and keep customers informed.
We received our TSM survey results for 2026/27 for rental and shared ownership customers in July 2026, and saw an increase in overall satisfaction from 85% to 87% for rental customers and a decrease in satisfaction from 61% to 49% for shared owners.
We are pleased to see that many of our customers are seeing the effect of the improvement actions we put in place following last year's survey.
The responses show that the greatest improvements are with the time taken to complete repairs, complaints handling, and listening to and acting on what customers tell us.
Our improvement priorities for 2026/27
The TSMs have provided Coastline with valuable and feedback from our customers. In addition to tracking our performance every month, we’ve undertaken an in depth analysis of what customers told us; the responses showed that we still need to improve our approach to handling complaints, anti-social behaviour and listening and acting on customer feedback. We will:
- improve complaint resolution and communication
- Strengthen our approach to anti-social behaviour cases
- Increase opportunities for customers, particularly shared owners, to influence decisions and see how their feedback is acted upon.
- Continue reducing repair completion times and improving customer communication.
While many of our rental customers reported improved satisfaction, we know that shared owner satisfaction has fallen. We're taking this seriously and are reviewing the feedback in detail to understand the key themes and concerns behind the results. This will inform a dedicated improvement plan for shared owners, focused on the areas that matter most to them and helping us deliver a better customer experience in the future.
Our approach for 2026/27
We followed the same approach as 2025/26, using a trusted and independent organisation, Acuity, to carry out 80% phone and 20% online surveys.
Acuity selected participants at random, whilst also ensuring they received feedback from customers across our different tenures, age groups and geographical areas to ensure we heard views from all backgrounds. Therefore, no weighting of the results was needed, and the results are reliable to a margin of error of +/- 2.7%.
If customers told us they were happy to be contacted about their response, and where any issues or concerns were raised, our teams got in touch to discuss how we could put things right.
Any comments that were deemed a cause for concern were confidentially passed on during the survey duration for a relevant colleague to act on.
Leaseholders and Shared Owners were surveyed separately. We are not required to report their responses to the regulator because we have fewer than 1,000 homes of this type, but we took the opportunity to include them.
Full details of the survey methodology can be found in the TSM survey 'summary of results and approach' in the featured documents section below.
About Tenant Satisfaction Measures
The Regulator of Social Housing (RSH) created this system for assessing how well social housing landlords in England are doing at providing good quality homes and services.
The regulator sets consumer standards plus Tenant Satisfaction Measures (TSMs) that social housing landlords like Coastline must report on. The aim is to make landlords’ performance more visible to tenants, and help tenants hold their landlords to account.
There are 22 measures - 12 of these measures come directly from our annual customer survey, ten come from information we hold in our systems on our operational activity.
The TSMs cover five themes:
- Keeping properties in good repair
- Maintaining building safety
- Respectful and helpful engagement
- Effective handling of complaints
- Responsible neighbourhood management.
The results from the 22 measures are sent to Regulator of Social Housing who publishes them on its website each year.
Most of the survey questions asked are set by the regulator, allowing for direct comparison of service provision with housing providers across the country. We also take the opportunity to ask some additional other questions, including:
- any concerns about the cost of living
- how easy Coastline is to deal with
- Net Promoter Score - how likely customers are to recommend Coastline to family and friends.
Find out more
There's lots more information on the Regulator of Social Housing website.
RSH website