STAIRs Publication Scheme

We publish information about who we are, what we aim to do and how we are governed.

You can find this in:

• Who we are – including our Purpose and Values, Board of Directors, Executive Team, senior managers, and teams
• Our key governance documents – including how we run Coastline, our approach to equality, diversity and inclusion, our Code of Conduct, and whistleblowing policy
• Listening to our customers - including how we consult with customers, and outputs from tenant engagement and scrutiny activity (such as reports or meeting summaries).
• Our annual reports – including our Annual Customer Report, Financial Statements and Involvement and Engagement Assessment
• Environmental, Social and Governance reporting – a cornerstone of our commitment to sustainability, transparency, and accountability.

From 1st October 2026, we will also publish Board agendas, showing what our Board is discussing and a plain English summary of the Board minutes, including decisions made.

We publish information about how we use money to deliver homes and services, ensuring value for money.

You can find this in:

• Our annual reports – including our audited financial statements, which includes our value for money report, and annual report to customers
• Our annual rent letter
• How we buy goods and services

We may not publish detailed commercial information where this would harm Coastline or our partners.

We publish information about how we manage and improve homes, including:

• our plans and strategies for housing, repairs and investment
• how we maintain homes and communal areas
• investment in existing homes and improvements
• environmental and sustainability activity, including energy efficiency
• information about our communities and neighbourhood services

You can find this in:

• Our publications – including our key plans, strategies and reports, helping you understand what we are aiming to deliver
• Your community – including how we maintain safe, clean and well‑managed communal areas and support well-looked-after communities
• The Coastline Magazine – which provides news and information for you
• Our performance – including reporting on how we invest in homes and services
• Environmental, Social and Governance reports – including information on energy efficiency, carbon reduction and sustainability improvements

We publish information about how we are performing, including:

• customer satisfaction (including Tenant Satisfaction Measures)
• complaints performance and learning
• service performance (for example repairs, safety, and neighbourhood services)
• progress against our service commitments and priorities
• regulatory inspections, judgements and external reviews

You can find this in:

• Reports from our regulators – including the Housing Ombudsman Service and Regulator of Social Housing
• Our annual reports – including the Annual Report to Customers which provides a summary of how we have performed over the year, how we have spent money, and what we have done to improve homes and services for you. Our financial statements include reference to the Head of Internal Audit Opinion and the external auditor’s assessment of our accounts.
• Annual satisfaction survey – including Tenant Satisfaction Measures and improvement actions
• Customer feedback – including the Complaint Performance and Improvement Annual Report, Annual Self-Assessment against the Housing Ombudsman Complaint Handling Code, and Housing Ombudsman Service reports about us
• Meeting our pledges – showing how we perform against our service commitments
• Performance – which brings performance reporting together over a 12-month period
• Information requests – detailing what requests for information we have received and a summary of what was provided [to be added from 1 April 2027]
• Press releases – which shares the latest news and updates about our work and communities.
• Internal audits and external reviews – these are referenced in our published financial statements

We publish information to help you access services and get support.

You can find this in:

• Rental customers – our dedicated webpage to support those renting their home
• Leasehold and shared ownership customers – our dedicated webpage for those who have a Coastline lease or are a shared owner
• Customer feedback – how to make a complaint, give feedback or request support, alongside our approach to compensation
• Reporting antisocial behaviour – how to report issues and get help
• Reporting a repair – for if you find something isn’t working as it should
• Making payments - including ways to pay your rent and other charges or receive financial support
• Home safety - advice to help you keep your home safe, including guidance on fire, gas, electrical, water, asbestos and radon safety.

We publish safety information where it can be shared safely, including:

• fire, gas, electrical and water safety
• asbestos management and other building safety information
• damp and mould
• environmental and safety performance

You can find this in:

• Home safety - including our approach to managing asbestos, electrical safety, fire safety, gas safety, radon gas, and water safety.
• Home health and safety compliance – this is a summary of how we are performing against key building safety requirements. The detailed registers are not published because they contain information about individual homes.
• ESG reporting – including safety compliance and environmental information.
• Performance – including wider reporting on services and homes.

We will not publish detailed or building-specific information where this could affect safety or security.

We publish policies that explain your rights and our responsibilities. You can find these on our policies page, including policies about:

• Your home, including adaptations, disrepair and pets policies
• Your tenancy or lease and neighbourhood, including anti-social behaviour, good neighbour, and rent policies
• Safety and support, including vulnerable customer, safeguarding and domestic abuse policies
• Your feedback, rights and information, including complaints, data protection and compensation policies

You can find further information on our dedicated webpages for:

• Rental customers
• Leasehold and shared ownership customers
• How we keep your home safe

These dedicated webpages include handbooks, guides, and frequently asked questions.

We are committed to being open and transparent. However, there are some situations where we cannot publish information because it would not be appropriate or lawful to do so.

This publication scheme covers information that we already hold about our social housing services. We are not required to create new records or documents, but we will publish the information we have wherever it is reasonable and appropriate to do so.

We do not publish:

• information about commercial or business activities not related to housing
• information about non-social housing services
• internal business information that does not affect customers
• information about care or support services that are separate from tenancy information
• draft documents
• working notes
• internal discussions or emails
• information that could identify an individual

We may also withhold information if publishing it could:

• breach confidentiality
• reveal legal advice
• affect legal or regulatory processes
• harm commercial interests
• put someone’s safety at risk

If you want to access your own personal data, please make a Data Subject Access Request. For more information see our Group Data Protection and Information Requests Policy or email the Data Protection Officer at coasec@coastlinehousing.co.uk

Sometimes we publish documents with some information removed. This is called redaction.

We may remove information to protect:

• personal details
• confidential information
• commercially sensitive information
• legal advice
• safety or security

If information has been removed from a document, we will make this clear. We will only remove information where there is a valid reason for doing so, such as protecting privacy, confidentiality, legal privilege, safety, security, commercial interests or ongoing legal/regulatory processes.

If you think we should be publishing something that you cannot find, please contact us via our Governance team at cosec@coastlinehousing.co.uk

We will review:

• whether we hold the information
• whether it relates to our services
• whether it is reasonable to publish

We will normally respond within 30 days. If we decide not to publish information, we will explain our reasons.