Every Voice Matters: Championing Diversity and Representativeness in Customer Engagement at Coastline Housing

In the world of social housing, the most powerful transformations often begin with a simple act: listening. At Coastline, listening is not a passive activity- it’s a dynamic, ongoing conversation. Through the Coastline Conversation, we are building a culture where every customer voice is not only heard but actively shapes the future of our homes, services, and communities in Cornwall.

A Foundation Built on Inclusion

Diversity and representativeness are not just values at Coastline - they are embedded in our structure, our strategy, and our spirit. We understand that our customers come from a wide range of backgrounds, experiences, and needs. That’s why we’ve created multiple pathways for involvement, ensuring that everyone - from the armchair advisor to the active volunteer - has a role to play.

Our three-tiered engagement model (Have your say, Make a difference, Help us decide) offers flexibility and accessibility, allowing customers to engage in ways that suit their lives. Whether it’s through surveys, community events, scrutiny panels, or our new and upcoming digital platforms, we are committed to making engagement inclusive and meaningful.

Representation in Action

In 2024-25 over 2,200 customers engaged with us, plus a further 1,100 members of the wider community. These numbers reflect more than participation - they represent a growing movement of customers who are shaping Coastline’s services from the ground up.

We’ve taken deliberate steps to ensure that underrepresented voices are included. Following a review of our engagement diversity, we launched a targeted Under 35s Engagement Plan, recognising the need to amplify younger voices in decision-making. We also expanded our co-production efforts within our Homeless Service, ensuring that those with lived experience of homelessness are directly involved in shaping the services they use.

Listening, Learning, and Acting

The impact of customer feedback is visible across every corner of Coastline’s work

• Service Improvements: From simplifying complaints processes to enhancing communication around repairs, we’ve made tangible changes based on what customers told us.
• Community Investment: Our Community Impact Funding now supports informal groups, removing barriers and enabling grassroots initiatives to flourish.
• Sustainability and Safety: Projects like the solar panel installation at Miners Court and the Damp and Mould Team’s rapid response initiative are direct responses to customer concerns about energy costs and home safety.

We’ve also introduced Facilities Management Assistants to improve communal areas, and our Tenancy Sustainment Team has supported hundreds of customers through the cost-of-living crisis - demonstrating how listening leads to action.

Celebrating Difference, Building Belonging

At Coastline, we don’t just value diversity - we celebrate it. Our annual Customer at the Heart Awards and Starts at Home Day events bring together customers, staff, and partners to honour the contributions of individuals and communities. These celebrations are more than ceremonies; they are affirmations of our shared commitment to inclusion, dignity, and respect.

We’ve also seen a rise in young volunteers and expanded our Volunteer Scheme, with over 5,900 hours donated in 2024 alone. These efforts not only build skills and confidence but also strengthen our communities.

Looking Ahead: A Shared Vision for 2025 and Beyond

Our commitments for 2025 reflect our ongoing dedication to inclusive engagement:

• Launching customer led scrutiny reviews on complaints trends and planned repairs.
• Expanding our volunteer programme to increase social value and community impact.
• Hosting more Catch Up With Coastline events to bring services directly to customers.
• Continuing to support those most affected by the cost-of-living crisis through our Sustainability Fund.

We are also planning a large-scale consultation to review kitchen design options and will continue to improve our digital engagement tools to make participation even more accessible.

A Home for Every Voice

At Coastline, we believe that everyone deserves not just a home, but a voice in how that home- and the community around it- is shaped. Through the Coastline Conversation, we are building a future where diversity is embraced, representation is real, and every customer feels empowered to make a difference.

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If you found this of interest, the Housing LIN is hosting a HAPPI Hour on diversity and inclusion on Tuesday, 22 July 2025. Find out more and register your place here.