No matter how you choose to talk to us, we're listening.
All the key messages we gather from you in the Coastline Conversation are shared with our Customer Voice group and the Customer Experience Committee.
Coastline's Board receives reports from these groups at every meeting, so what you tell us directly influences their decisions about services to all customers.
Customer Voice
Our scrutiny group is open to customers of all ages and backgrounds, from across our homes in Cornwall.
Members refer to our Trust Charter to make sure that we meet our customer commitments.
They work with colleagues across the business as a 'critical friend' to:
- help to ensure customer views are asked for, listened to and acted upon
- take part in scrutiny reviews of services that matter most to you
- make recommendations, ensure Coastline is implementing those improvements, and report progress to our Customer Experience Committee.
Please contact us if you're interested in joining or finding out more about Customer Voice.
Customer Experience Committee
This committee is part of our governance structure.
It includes customers who are recruited to work with Coastline colleagues to monitor key services, and keep an overview of how we’re meeting our commitments to customers.
Our customer members are:
- Edward Chapman
- Steve Curtis
- Molly Gaunt
- Clare Jones
They are all passionate about representing the voice of Coastline customers and communities and bring a wealth of talent and experience to their roles.
More on Customer Voice
We ask that all group members prioritise attending the four Quarterly Customer Voice meetings per year, and undertake one scrutiny review or mystery shop.
We ask that all members attend the quarterly Customer Voice meetings which can be accessed online or in person, depending on your preference. Sub-groups will also form to address issues, such as doing scrutiny reviews of service areas, and you may wish to meet on a more regular basis to do this. These sub-groups enable members to get to know one another, as well as work collaboratively to make recommendations
- get your voice heard
- help to shape and improve services
- make sure that Coastline is the best landlord we can be
- training opportunities
- gain skills to put on your CV
- meet new people
- build confidence
- opportunity to win shopping vouchers
- earn Time Credits to spend on activities, products & services