Starting in May, Coastline is carrying out our annual customer survey to ask what you think about our services. We will be using a company called Acuity to do this.
We hope you can spare a few minutes to give us your feedback if you receive an email, text or phone call inviting you to complete the survey.
It's an important opportunity for Coastline to hear from you, which helps us understand what we’re doing well and where we need to improve.
As a thank you for taking part, every household completing the survey by the closing date of 17th June will be entered into a draw to win one of 20 prizes, including a top prize of a £500 voucher.
On our performance page you can read about how your responses are used. That page also has details of the Regulator for Social Housing's Tenant Satisfaction Measures which form the basis of our survey.
If you have questions about this survey please contact us in your preferred way.
Frequently asked questions
What survey?
Coastline Housing have asked Acuity, a market research company who specialise in the social housing sector, to carry out a survey with their customers. The survey is a general satisfaction survey asking customers what they think about their home and the services provided by Coastline. The questions include the Tenant Satisfaction Measures introduced by the Regulator of Social Housing last year.
Who are Acuity?
Acuity Research & Practice provide customer satisfaction surveys and benchmarking services, helping housing providers to improve services and engage with their customers through an understanding of satisfaction, performance and profiling data. They have been providing consultancy services to the social housing sector for over 25 years.
Who will be contacted?
Acuity will be contacting a sample of Coastline customers in May by email or SMS text message inviting them to take part in the survey by clicking a link to take them to an online survey. A few weeks later Acuity will telephone 800 customers who have not yet completed the survey to carry out the survey with their telephone interviewers. The telephone survey should take approximately eight minutes to complete.
What number to look out for?
If you received a call or a text from Acuity the number displayed will be a UK telephone number 01209 XXXXXX, which is a local area code.
Is the survey confidential and anonymous?
The survey is strictly confidential and if you request, the results can be given back to Coastline anonymously without your name attached.
Is the survey in line with data protection and what about quality standards?
All the calls are recorded for training and quality purposes. Acuity is a company partner member of the Market Research Society and is registered with the Information Commissioners Office, and in line with the Data Protection Act is not permitted to release any details to any other organisation. Under the Data Protection Act Acuity is not permitted to release any information that would allow an individual to be identified without their prior active consent to do so. Acuity also holds ISO20252:2019, which is the quality standard for market research companies.
Who should I contact at Coastline or Acuity if I have a query that is not addressed here?
If you have any queries about any of the survey, please contact Cathy Hadfield (Cathy.Hadfield@coastlinehousing.co.uk) or Heather Metivier at Acuity (01273 287114 or acuity@arap.co.uk).
Want to know more about Acuity?
Acuity Research & Practice Limited, www.arap.co.uk. All research projects are carried out in conformity with ISO20252:2019 and the MRS Code of Conduct.