Working closely with our Executive Team, assistant directors and heads of service, lead the many different teams that provide a wide range of high-quality services.
On this page you can find out more about those senior leaders with an overview of our teams.
Housing Services
Senior leaders:
- Christian Blackbeard - Assistant Director of Housing Services
- Cathy Hadfield - Head of Customer Voice and Experience
- Stuart Blackie - Head of Housing
- Abby Hack - Head of Supported Housing
Teams
Customer Access Team The first point of contact for customers, providing telephone, reception, email and digital support through My Coastline. The team helps with a wide range of enquiries between 8.30am and 5pm, Monday to Friday.
Income Management Team Collects rent and supports customers with advice on benefits, budgeting and the cost of living, working closely with the Tenancy Sustainment Team.
Tenancy Sustainment Team Provides extra support to help customers manage and maintain their tenancy. The team offers advice on rent arrears, debt, budgeting, benefits and accessing funding for essential household items.
Tenancy Management Team Helps customers manage their tenancy, including permissions, tenancy reviews and mutual exchanges. The team also works to keep communities safe by addressing breaches of tenancy agreements.
Community Investment Team Supports customer involvement and the Coastline Conversation, helping customers and communities share feedback that shapes decisions. The team also runs community projects, events, and training, volunteering and employment opportunities through the Your Next Step programme.
Lettings Team Manages the process of matching customers to available homes, working with colleagues to prepare properties for letting and support the delivery of new homes.
Miners Court Extra Care Provides 64 self-contained flats for older people in Redruth, with on-site care and support to help residents live independently in a safe and supportive environment.
Supported and Temporary Housing Team Supports people on their journey away from homelessness through emergency accommodation, supported housing and specialist services. The team works with partner organisations to provide tailored support and advice.
Property Services
Senior leaders:
- Mark Hill - Assistant Director of Property Services
- Ben Nevitte - Head of Repairs and Maintenance
- Nigel Vere-Stokes - Head of Property Investment and Compliance
Teams
Scheduling Team Manages appointments, allocates jobs to operatives and contractors, and helps ensure resources are used effectively to meet service priorities and customer needs.
Responsive Repairs Team Provides repairs, maintenance and safety services for customers, with skilled in-house trades including carpentry, plumbing, electrical, gas and groundworks.
Surveyors Provide expert advice on complex repairs, inspect homes to assess work needed, and carry out quality checks. The team also supports home adaptations to help customers live independently.
Grounds Maintenance Team Cares for grassed areas, trees, hedges, pathways and communal outdoor spaces, helping to keep neighbourhoods safe, clean and well maintained.
Cleaning Team Keeps communal areas clean and welcoming and ensures homes are ready for new customers when they are re-let.
Compliance Team Manages essential safety inspections and servicing, including fire safety, gas, electrical systems, lifts, asbestos, smoke detectors and radon monitoring.
Asset Management and Investment Team Plans and delivers home improvement programmes, such as new kitchens, bathrooms and roofs. The team also oversees contracts for services including cleaning, grounds maintenance and play areas.
Facilities Management Assistants (FMAs) Help maintain safe, well-managed neighbourhoods by carrying out building safety checks, communal repairs and maintenance, and engaging with customers about their homes and communities as part of the Coastline Check-in service.
Senior leaders:
- Michaela Chamberlain - Head of Performance and Data Insights
- Becky Hammond – Head of Finance Reporting
Teams
Leasehold and Service Charge Team Manages shared ownership, leasehold and freehold accounts after purchase, including leasehold services, garage rentals, income recovery and the calculation of service charges.
Performance and Data Insights Team Collects, manages and analyses data from across Coastline, helping us understand how well our services are performing and where improvements can be made to support decision-making at all levels.
Finance Team Responsible for managing Coastline’s financial resources and ensuring the organisation remains financially strong and sustainable. The team oversees budgeting, financial planning, reporting and accounting processes, providing expert advice and insight to support effective decision-making across the business.
Senior leader:
- James Cox - Assistant Director of Development and Sales
Teams
Sales Team Helps customers buy a new or re-sale Coastline shared ownership home, providing guidance and support throughout the sales process. The team manages enquiries, viewings and purchases, helping people find a home that meets their needs. The team also handles sales of other homes that Coastline may occasionally decide to sell.
Development Team Responsible for delivering new affordable homes that meet local housing needs in communities across Cornwall to support Coastline’s long-term ambitions. The team manages the development programme from initial planning and design through to overseeing construction and handover, working closely with contractors, local authorities and other partners to ensure high-quality homes are delivered on time and within budget. They also ensure our new homes are sustainable, well-designed and aligned with Coastline’s commitment to creating places where people can thrive.
Senior leaders:
- Hannah Tripp - Assistant Director of People, Culture and Comms
- Vladimir Shakhov - Assistant Director of ICT
Teams
People and Culture Supports Coastline’s colleagues throughout their employment journey, helping to create a positive, inclusive and high-performing workplace. The team leads on recruitment, learning and development, employee wellbeing, engagement, reward and recognition, and people policies, ensuring colleagues have the support they need to succeed.
Communications Helps keep customers, the wider community, stakeholders and colleagues informed, engaged and connected with Coastline’s work. The team is responsible for internal and external communications, ensuring information is clear and aligned with Coastline’s values, strategic priorities and brand.
ICT Provides the technology, systems and support that enable Coastline’s colleagues to work effectively and deliver services to customers. The team manages and maintains the organisation’s IT infrastructure, business systems, networks, devices and cybersecurity.
Senior leader:
- Siân Millard - Group Company Secretary
Teams
Customer Feedback Team Manages customer feedback, including service requests, complaints and compliments. The team works with colleagues across Coastline to resolve issues, identify learning and help improve services for customers.
Governance Team Helps ensure Coastline is well-run, transparent and accountable. The team supports the Board and Committees, oversees data protection and information rights requests, manages risk and assurance activities, coordinates internal audit, and leads our counter fraud and whistleblowing arrangements.