Meeting our pledges

Transparency is important to us in the way we do business and speak to our communities

We continually measure and analyse our performance to ensure we achieve our strategic objectives.

To do this we use a performance management framework, set through regulatory requirements and customer feedback.

How we measure performance

Coastline proactively publishes as much information as we can to show you how we're doing.

We do so to comply with legal and regulatory obligations but also to help our customers and other key stakeholders to understand Coastline, our strengths and weaknesses, and what they can expect from us at any given time.

Just head to the section you’re interested in below to get started.

Tenant Satisfaction Measures (TSMs)
These are legal and regulatory requirements to keep customers informed about how well social housing landlords in England are doing at providing good quality homes and services.
Local performance measures
These measures are aligned to our Coastline Plan objectives and Customer Pledges. Information is reported on a monthly basis, alongside some details about what we are doing to drive improvements.

Tenant Satisfaction Measures (TSMs)

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. They will publish all 2023/24 landlord results in September 2024.

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 non-regulatory questions whilst we carry out the TSM survey, including:

any concerns about the cost of living
whether there is damp or mould in the home
how easy Coastline is to deal with

Find out more

Follow the links below to download the RSH TSM leaflet or head to the RSH website.

RSH website RSH TSM leaflet

How did we do?

You can read a summary of the TSM results and full details on our annual satisfaction survey page.

Annual survey

Local Performance Measures

At Coastline, putting our customers first is a top priority.

Our Trust Charter sets out how we build and maintain trust with our customers.
Our Pledges set out service standards and commitments customers can expect from us and align closely with the TSMs.

As well as reporting our TSMs, we also share information to show you the range of services and outcomes delivered by our teams each month so it's clear how we're doing. Below are the latest summaries of our local performance measures and information about what we are doing to make improvements.

We also continue to keep an eye on how we're doing through 'instant feedback' transactional surveys. The responses from these don't count towards our TSM results, but help identify any areas that need attention throughout the year.

How to have your say

We also report on how we're doing in CoastLines magazine and at customer meetings as part of the Coastline Conversation.

If you would like help with this important area of performance measurement, please take a look at the opportunities in our Coastline Conversation section.

Performance May 2025 Performance Jun 2025 Performance Jul 2025 Performance Aug 2025 Performance Sep 2025

We're always listening

Whether it's good or bad, we take all feedback seriously and use it to develop our services.

We update this page with any new improvements and actions we are taking. You can read about our most recent changes below.

We'd love to hear from you if you have any ideas or feedback. Find out how to join the Coastline Conversation.

TSM improvement actions

Complaints

We have been reviewing how we handle complaints by regularly looking at the latest Housing Ombudsman recommendations and using customer feedback from surveys.

As a result of these reviews, we:

have improved our process for dealing any issues raised by customers
are reviewing our approach to dealing with Antisocial Behaviour (ASB)
provided training for colleagues improve customer experience.

We're try to handle complaints in the best way possible.

Find out more about our complaints process and give feedback

Repairs communication

You told us you sometimes 'felt forgotten' when waiting for a repair to be completed. We've introduced measures to:

keep customers informed on the status of their repair, particularly if we cannot complete it by the target timescale
carry out a pilot of telephone satisfaction surveys for day to day repairs to get more detailed feedback
carry out a 'mystery shop' of customer communication (scheduled for 2024) to make sure our actions are making a difference.

Neighbourhoods

To told us that we need to be more visible out and about. We have reviewed our Community Standard Inspection (CSI) process and have improved:

how we publish these to customers
our visibility when we're out and about, and
how we keep customers informed about any actions we're taking following a CSI.

We have also reviewed our approach to dealing with noise, giving customers clearer advice around what is or isn't antisocial behaviour.

Communication & customer service

You told us we need to listen better when you raise an issue with us. We have:

updated our reporting around service failures and complaints
improved our learning from complaints
got better at anticipating issues before they become complaints, where possible
reviewed our 'goodwill gestures' as part of putting things right when they go wrong

Find out more about our approach to complaints.

Website

You told us that our website wasn't as easy to use as it had been in previous years. We've carried out some more consultation about this, and as a result of this we have:

improved the design and layout
updated content, navigation and introduced a simpler structure
added new sections to cover topics customers have told us are important to them, such as damp and mould, home safety and greener living.