We're listening

The conversation is happening

Whether it's a quick survey, or you're part of one of our customer groups, we know that working together we achieve better services and stronger communities.

Your voice counts

We ask for your thoughts about our services in several ways.

Annual customer survey

This includes questions set by the Regulator of Social Housing as part of its Tenant Satisfaction Measures (TSMs), plus others from Coastline covering topics we want to hear more about from our customers. You can find out more below and see full details over on our performance page.

Quick surveys

We send these after customers have contacted us about our key services. They're a great way for us to check how were doing through the year. You can read more about them below.

Complaints and compliments

When things go wrong we take the opportunity to learn from the issues customers raise. We identify service improvements and monitor and track these through to completion. You find out about the process on our complaints page.

When we do things well, our customers often pay us compliments about our work. We record all compliments, so ask customers to contact us in their preferred when they think we have done something very well or a member of our team has gone that extra mile to help.

Annual customer survey

We received our annual survey results for 2024/25 for rental and shared ownership customers in July 2024, and saw an increase in overall satisfaction from 81% in 2023/24 to 83% for rental customers and from 52% in 2023/24 to 62% for shared owners.

We are pleased to see that customers are beginning to see the effect of the improvement actions we put in place following last year's survey.

The responses show that the greatest improvements are with our approach to responsible neighbourhood management, building safety, and that we listen and act on customer feedback.

However, the responses showed that we still need to improve our approach to handling complaints, anti-social behaviour and waiting times for repairs.

We are working with customers and colleagues to develop our next improvement actions. Read more about the survey and results on our performance page.

You rang me with a property and got me and my family in within a month. Bang on folks. Thank you for helping improve our lives.

- Coastline customer, Lettings survey

Quick surveys

We want to deliver great services and we're always listening to your feedback. After you've been in touch we send quick and easy surveys for several of our services by email and text. We hope you'll take a minute to fill one out.

The average results over the last 12 months

our overall Customer Satisfaction score is 3.8 out of 5
our Net Promoter Score is 28

The Net Promoter Score measures the loyalty of a company's customer base with a score from -100 to +100, which comes from customers answering the question: "how likely are you to recommend Coastline to a friend or family member?"

Find out more

There's lots more information on our performance page, and within this Coastline Conversation section.

Our performance Coastline Conversation

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I found the whole experience a lot less stressful than I expected it to be. The staff I dealt with were totally professional. I would highly recommend Coastline to anyone seeking a property to rent.

- Coastline customer, Lettings survey