Complaints

Our commitment

We are committed to listening, learning and continually improving.

When something does go wrong, we will:

• Listen, apologise and acknowledge when something should have been done, or done better.
• Aim to take quick action to resolve the issue as soon as possible.
• Ensure you are not left out of pocket.
• Learn from your experience and make improvements to our services.

What is not a complaint?

These issues are not classed as complaints:

• reporting a repair or defect – do that on our repairs page
• reporting antisocial behaviour – do that on our antisocial behaviour page
• requests for information or an update
• requesting a service
• reporting an issue as you would like Coastline to take action
• requests for a service which Coastline does not provide.

Also not classed as complaints are rent or service charge increases, personal injury or insurance claims, and issues that took place over 12 months ago.

What is a complaint?

The Housing Ombudsman Service defines a complaint as "an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents."

A complaint can be raised about:

• any service Coastline provides to our customers, including work by us or our contractors
• work we have failed to do despite you reporting an issue to us
• the conduct of one of our colleagues or one of our contractors' employees.

When we receive an expression of dissatisfaction, we will treat it as a service request and aim to act within four working days. If you do not agree with this approach, or we are unable to resolve it to your satisfaction, or the matter requires a more detailed review, it will be progressed as:

• A Stage 1 complaint - for investigation within 10 working days from acknowledgement. If we are unable to resolve the matter to your satisfaction, the case will be progressed to:
• A Stage 2 complaint - for investigation within 20 working days from acknowledgement. If we are unable to resolve the matter at Stage 2, you have the right to refer your complaint to the Housing Ombudsman Service.

For full details about the complaints process download the Complaints Guide in the featured documents section below.

How can I make a complaint?

Email our dedicated team complaints@coastlinehousing.co.uk or contact us in your preferred way – by phone, letter, in person at Coastline House, by speaking to any Coastline colleague, or use the My Coastline app or website.

Housing Ombudsman Service

The Housing Ombudsman Service can be contacted at any time to provide advice, guidance or support to you via its website www.housing-ombudsman.org.uk or on 0300 111 3000.