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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

Customer First Annual Survey

Each year from 2018 - 2020, we have surveyed a third of our customers to ask for your views about a range of services.  The responses you give help to inform an improvement plan.

Find out more about our Customer First survey results and Improvement Plan.


How are we doing?

We will bring you regular updates on how we’re progressing against the Improvement Plan and focus on key themes each quarter.  For this quarter, we are focusing on Trust. 


Have Your Say annual survey

From 2021, we will be running our our new Have Your Say annual survey, carried out by The Institute of Customer Service.  These results will be published in the summer, and we will update customers on the findings and what you have told us.

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
  • Kelly Kemp
  • Lisa Denmead

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.


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.
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