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You told us, we listened

 

Together we are acting on your feedback.

 

We value our customers’ feedback on the range of services we provide, and invite customers to complete ‘tell us what you think’ satisfaction surveys to measure how we’re doing.

 

We want your experience of dealing with us to be as rewarding as possible, and care about whether we deliver the best possible service to you.  We currently ask for feedback for the following service areas:

  • moving into your home
  • dealing with anti-social behaviour
  • dealing with complaints
  • getting your repair right first time
  • dealing with your phone enquiry

Have Your Say survey results & improvement plan 


What did we do?  

This year we have taken a different approach to carrying out our annual satisfaction survey and worked with the Institute of Customer Service to use their Business Benchmarking survey, which we have named ‘Have Your Say’.

 

We sent the Have Your Say survey to all customers during Spring 2021.  We received over 1100 responses and received our results during the Summer of 2021. 


What is the UK Customer Satisfaction Index? 

Business Benchmarking is the Institute's independent survey of our customers to measure customer satisfaction, to identify strengths and areas for development, and benchmarks our performance with 45,000 customer responses from across 13 industries, published twice a year as part of their Customer Satisfaction Index (CSI).   Our results are benchmarked against the CSI January 2021. 


Why? 

As part of our drive for customer service excellence, we want to know what you - our customers – think.  We also want to rate our service against sectors, as well as other Housing Associations, to see how we compare. 


What does the survey measure? 

The questions are based measures in the UKCSL, and include a range of satisfaction metrics.

 

The results are themed against five key customer priorities below, and our results exceed the UKCSI all sector average in four out of five areas:

In addition to these themes, we also included questions relating to homes and communities, specifically asking for feedback on: 

  • our repairs and maintenance service
  • health and safety of the home
  • opportunities to give views
  • our contribution to their neighbourhood 

What did you tell us? 

Overall, our results compare very favourably with the overall UK (CSI) average – in four out of five of the priority areas our results are within the above average or exceeding the sector organisations.  The one area where customers are less satisfied with our performance is within the area of ‘complaints handling’, which is where customers have contacted us about a problem.   


What are we doing with the feedback? 

We have worked with members of our Customer Voice group to develop a focused improvement plan around our approach to putting things right when they go wrong. We have combined these improvement actions with any remaining actions from our 2020 Customer First survey, and continue to drive our improvements and report progress via the Customer Experience Forum every three months, who hold us to account. 

 

The majority of customers told us we get things right first time.  But those who didn’t agree, told us they want to be kept informed, a quick resolution, and to be treated with respect.

 

Our Pledges to customers all help to build on the trust, fairness and respect our customers expect. 


To see more detailed results against the five priority areas see our Business Benchmarking information.

 

How we are doing

We will bring you regular updates on how we’re progressing against the Improvement Plan, following quarterly reviews by our Customer Experience Forum.

 

Customer Experience Forum

The forum is made up of customers who have been recruited to work with Coastline colleagues to monitor key customer services, and keep an overview of how we’re meeting our Trust Charter commitments.  

 

Our customer members are:

  • Edward Chapman
  • Joe De-Ville
  • Steve Curtis
  • Molly Gaunt

They are all passionate about representing the voice of Coastline customers and communities and bring a wealth of talent and experience to their roles which you can read about here.

 

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