Our Annual Report to Customers for 2025-26 is out now. This document gives an overview of our performance, finances, activities and other projects across the year.
In 2025-26 we completed 209 new affordable homes across Cornwall (a big increase from 152 the previous year) and started work on a further 276 homes. This saw us being recognised as one of the UK's fastest-growing housing associations, featuring in Inside Housing's Biggest Builders list.
Alongside building new homes, we continued to invest heavily in our existing properties, completing:
- 11,837 routine repairs and 3,343 emergency repairs
- 185 new kitchens
- 47 new bathrooms
- 127 heating system replacements
- 54 new roofs
- 46 disabled adaptations for customers who needed them
Customer satisfaction continued to improve during the year, with overall satisfaction increasing from 83.3% to 84.9%. Coastline also achieved the highest possible C1 grading under the Regulator of Social Housing's Consumer Standards framework.
We maintained 100% compliance across all of our major landlord safety responsibilities, including gas, electrical, fire, damp and mould, and carbon monoxide safety requirements.
The ongoing cost of living pressures continue to affect many households in the past year, and our teams remained focused on providing support where it was needed most. During the year, Coastline helped customers access £109,760 through our Crisis Support Fund and secured a further £13,668 in Discretionary Housing Payments. Our Tenancy Sustainment Team also worked directly with hundreds of customers to help them maintain successful tenancies and access wider support services.
Across the year customer feedback and complaints directly led to 217 commitments and service improvements being identified across Coastline. These included improvements to communication, complaint handling, contractor management and customer support processes.
We also received an incredible 2,929 compliments from customers – thanks to those of you who took the time to do this!
While satisfaction has improved in many areas, we know there are always areas where we can improve further and these are also detailed in the report.
You can read the full document here.