Together the two groups:
- Review how we're performing
- Scrutinise services
- Make recommendations to Board
- Represent customer diversity
No matter how you choose to tell us, we're listening.
The feedback you give us goes to our Customer Voice group and the Customer Experience Committee.
That means what you tell us is heard by Coastline's Board which receives Customer Experience Committee reports at every meeting.
Customer Voice
Our scrutiny group is open to customers of all ages and backgrounds, from across our homes in Cornwall.
They work with colleagues across the business to:
- help to ensure customer views are sought, heard and acted upon
- take part in scrutiny reviews of service areas
- make recommendations and provide updates to our Customer Experience Committee.
Customer Experience Committee
This committee is part of our governance structure.
It includes 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 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.
Please contact us if you're interested in joining or finding out more about Customer Voice.
More on Customer Voice
Customer Voice is a group of Coastline customers and community members who work together to challenge Coastline to be the best landlord possible. Their role is a ‘critical friend’. Members refer to our Trust Charter to make sure that we meet our customer commitments.
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
Part of our governance structure, the Customer Experience Committee membership includes customers, senior leaders and Board members, who work together to influence key decisions at Coastline.