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A year in celebration


Annual Report

Explore our Customers’ Annual Report to see how we’re continuing to improve our services and how well you think we’re doing.  


Discover our customer stories from across our communities.


The most recent annual report reflects on the 12 months from April 2019 to March 2020, and our achievements as a company and with our customers’ support.


Impact Assessment

Our Impact Assessment celebrates the impact of customer involvement activity over the past year 2019/20.  The report highlights how customers can:

  • make a difference to how Coastline works, and improve the services they receive
  • gain skills, confidence and experience from working with other customers and Coastline colleagues
  • hold Coastline to account

You can read the Impact Assessment below.


2020/21 saw some huge achievements, most notably the creation of our Customer Voice group and our Trust Charter.


That Impact Assessment, plus new commitments for 2021/22 are coming soon! 


Customer at the Heart awards

At Coastline we value our customers and take the opportunity every year to come together and celebrate achievements and community connections.


This is your chance to highlight the amazing ways in which customers, community members and partners have supported one another through the pandemic.


This year’s award categories:


Volunteer of the year

Coastline volunteers contribute a wide range of knowledge, skills and experience in their wide ranging and varied roles. This year has been especially challenging, with the need for some roles to be adapted to ensure safety of volunteers and customers. This has required real adaptability, flexibility and tenacity from our volunteers. Who do you think deserves a special mention for their commitment and dedication?


Good neighbour

Communities are built on connections between the people that live there, and never has the need for community cohesion been more apparent than in 2020. Do you have a neighbour who has gone above and beyond in your community? This year, even the smallest gestures, like a quick phone call, have had a huge impact on people's wellbeing, so we would like to celebrate the someone who has made a real difference to your life, and demonstrated neighbourly kindness.


Young hero

Young people have had their lives turned upside down with changes to their routines as a result of school closures and having to go without seeing friends and family, as well as missing milestones such as exam result celebrations. Do you know a young person who has taken this in their stride, or overcome the difficulties they experienced, and deserves special recognition? Are they a young carer or a volunteer? Perhaps they used their time to support a family member, or took up a new hobby to help with their own wellbeing. Tell us why you’re proud of them!


Newly involved with Coastline

Do you know someone who's taken on a new opportunity this year? Perhaps they have got involved with Coastline's Customer Voice or become a Coastline volunteer? In a year that has held so many challenges for us all, we would like to thank those who have stepped up, perhaps out of their comfort zone, to share their time, skills, and ideas, to help ensure that Coastline is providing the best service that we can to our customers and communities.


Digital achiever

Do you know someone who has embraced technology this year? Perhaps they’ve learned how to use video calls to keep in touch with friends and family, or they’ve used their existing skills to help others to get online? Have they been involved with Coastline’s Click & Connect project? At a time when we’re using technology more than ever, we want to celebrate someone who embraced the new normal.


Green project or eco warrior

We are all aware of the benefit that the environment has on our wellbeing, and the importance of maintaining it for future generations to enjoy. Has someone in your neighbourhood made a positive difference to the local environment? Are they a keen gardener in the local area, or an avid litter picker? Have they spruced up a green space, or grown some home grown vegetables to share with their neighbours? We'd love to hear from you about their achievements, and any photos of their green space can be sent to getinvolved@coastlinehousing.co.uk if you're able to share.


Nominations are now closed, but we look forward to celebrating with the winners at an event later in the year, as well as sharing the achievements of all the nominees online.


Customer Stories

Read our real-life customer stories, covering everything from volunteering, customer involvement, community projects and journeys into work and training.


Wendy’s journey as an involved customer first started when she attended a Coastline Away Day at Paradise Park in 2015. She heard about the range of opportunities that she could volunteer her time to get involved with and was interested from the start.


Here is Claire, who has volunteered with Together With Families.



Lisa has volunteered in a number of roles with Coastline:



Related Documents

My Coastline is the easy way to report a repair and book an appointment. Download the app for Apple, Android or Amazon from your device's store.
Delighted to hear that is a finalist in the Customer Commitment category of UK Customer Satisfactio… https://t.co/yI7m5yW7Ka