Customer Access Team
The first point of contact for all customers, Customer Access Team colleagues can answer many queries.
They provide our full telephone and reception service from 8.30am to 5pm, Monday to Friday, and support customers contacting Coastline through our My Coastline digital service and by email.
Contact us
Income Management
Our Income Management Team collects Coastline’s rental income. They also help customers sustain successful tenancies by providing advice on the cost of living - helping with rent arrears, debts, budgeting, benefits such as Universal Credit, or applying for funding for white goods and other essential items.
Financial support
Leasehold and Service Charges
The Leasehold and Service Charge Team is responsible for all post-sales management of shared ownership, leasehold and freehold accounts. This includes leasehold management, garage rentals and income recovery.
The team also calculates service charges for all customers.
Leaseholders
Lettings
Our Lettings Team manages the lettings process for our properties, ensuring each customer has the right home at the right time to best meet their needs. They work with colleagues in our service teams to prepare homes for re-let, and with the Development Team to let new homes.
Rent a homeTenancy Management
Our Tenancy Management Team helps customers to get their tenancies off to a great start and provide advice and guidance, from mutual exchanges, managing permission requests, reviewing tenancies, and tenancy compliance.
This means supporting our customers to feel safe in their homes and communities and taking action against customers who break their tenancy agreements. The team works closely with Lettings and Income Management to help customers to be successful in sustaining their tenancies.
Facilities Management Assistants (FMAs)
The team help Coastline meet the requirements of three Tenant Satisfaction Measures (TSMs) - maintaining building safety, keeping properties in good repair, and responsible neighbourhood management (communal areas).
They are responsible for:
- communal fire alarm and legionella (water safety) testing
- communal repairs and maintenance
- customer engagement
They also help with customers' feelings of safety in their homes and neighbourhoods.
Community Standard Antisocial behaviour Your tenancy explained
Community Investment Team
The Community Investment Team leads on customer involvement and the Coastline Conversation. They provide a clear line of sight between customers, communities and the Board, so that insight and feedback is fully utilised to empower customers, influence decisions and strengthen trust.
Community Navigators work with customers and communities, supporting neighbours to make changes they want to see in their area through projects and events.
The team also delivers a range of training, volunteering and employment opportunities for customers and our local communities in our Your Next Step programme.
Coastline Conversation Your Next Step Volunteering
Extra Care
Miners Court Extra Care accommodation in Redruth offers 64 self-contained flats for older people. Our on-site care and support team are committed to enabling our residents to remain independent as long as possible in a safe and supportive environment.
Extra Care housing
Supported and Temporary Housing
Our person-centred teams support people who are on their journey away from homelessness, from our emergency accommodation through to supported housing.
The team works with a range of agencies to offer a wrap-around service to individuals, including people at risk of homelessness and rough sleeping.
They also offer support alongside a range of key partner agencies from our day centre at Chi Winder in Pool.
Temporary housing
Surveyors
Our team of surveyors provide expert advice on more complex repairs and are often out visiting customers’ homes to understand what work may be needed. They also carry out quality checks to ensure the standard of our repairs is high, and provide advice to our Customer Access Team to help with categorising and ordering the right repairs.
Surveyors also provide an adaptations service for specialist works to help customers remain independent in their homes.
Repairs Aids and adaptations
Responsive Repairs
Our Responsive Repairs Team provides a comprehensive repairs, maintenance and safety service to our customers, with in-house trades expertise including carpentry, plumbing, electrical, groundworks, gas and other specialist works.
Report a repair
Property Investment and Compliance
To keep you safe in your home, the Compliance Team manages a programme of inspections and servicing - including fire safety, gas, lifts, electricity, asbestos, smoke detectors and radon.
The Asset Management and Investment Team regularly surveys our homes to help plan for improvements, such as replacement of kitchens, bathrooms and roofing. The team also looks after contracts for cleaning, caretaking, painting, grounds maintenance and play areas supported by our dedicated Facilities Management Assistants.
Home safety Community Standard
Grounds Maintenance and Cleaning
The Grounds Maintenance Team looks after grassed areas, trees, hedges, pathways and hard standings. They work to keep our neighbourhoods safe, clean and tidy, and in line with our Community Standard.
Our Cleaning Team ensures communal area in our blocks stay tidy and welcoming.
Grounds maintenance Community standardGet the My Coastline app
