Member Spotlight

It’s our members that make Tpas such a great organisation to be part of and what better way to show this than with our member spotlight feature.

Each month we will invite one of our members to share their engagement achievements, tips and ambitions, allowing you to keep bang up to date with what others are up to across the sector.

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Member Spotlight  - Coastline  

We asked Laura Benbow, Community Investment Manager at Coastline, to share some of the work they are currently doing.

If you’d like to contact Laura about any of the below, click here

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Give us a little known fact about your organisation

At Coastline, we are always looking for innovative ways to support our communities, especially during challenging times. One of our new initiatives is the introduction of the Housing Perks app, designed to help our customers save money on daily essentials.

Launched through our Household Support Fund to provide relief during the cost-of-living crisis, the app has quickly become popular for over 700 customers who have now signed up. The app is all about making life a little easier and more affordable. On average, users are saving around 5% on their grocery bills, which can make a significant difference over time.

These savings help our customers manage their budgets more effectively and ensure they can afford the essentials they need. But the benefits of the Housing Perks app don't stop there. To encourage even more involvement and engagement across the Coastline Conversation, we’ve introduced prize draws where customers and volunteers can win vouchers for participation, and we are soon introducing the option to put aside savings equivalent to the discount when buying vouchers, so those savings can then be used for rent contributions.

The positive feedback we've received has been incredibly encouraging. Many have shared how the app has helped them navigate these tough economic times, providing a much-needed financial cushion.

Tell us about a time that engagement has made a difference to your services or communities?

We believe that customer voices are crucial to improving our services and ensuring the well-being of our communities. A prime example of this is a scrutiny review conducted by our Customer Voice group on the issues of condensation, damp, and mould. The review revealed that many customers were unaware of the available resources and support, highlighted gaps in communication, and showed some customers had a reluctance to report issues due to negative past experiences.

In response to these findings, several recommendations were swiftly implemented. Coastline enhanced both incoming and outgoing communication regarding condensation, damp, and mould, and produced a video featuring customers demonstrating how to report mould. This initiative included providing clearer instructions for customers on reporting issues and offering better educational materials on preventing and managing damp and mould.

We also introduced the use of sensors in homes to monitor humidity and temperature levels, allowing for proactive interventions. Ventilation improvements were another key area of focus. We began installing more efficient extractor fans and ensuring that these fans were placed in locations that would not cause discomfort to residents. The review also led to a change in contractor to ensure that customers received better service and support for their damp and mould issues.

Further application of customer recommendations included the introduction of a dedicated Damp and Mould Team. In 2024, this team completed 987 jobs and 630 post-work inspections, successfully treating mould in over 99% of cases in just one visit. Since October 2024, our Damp and Mould Team has reduced the average case treatment time to under 8 days, down from 54 days at the start of the year.

The collaborative approach between the Customer Voice group and Coastline colleagues ensured that the recommendations were customer-led and effectively addressed the issues identified during the review. By listening to our customers and working collaboratively to address their concerns, we have made significant improvements that enhance the quality of our homes and the well-being of our communities. At Coastline, we are committed to continuing this approach and ensuring that our customers' voices are heard and valued.

What are you currently working on when it comes to engagement?

Recognising the diverse needs of our customers, we offer three distinct levels of engagement across the Coastline Conversation to ensure there is something for everyone, no matter how much time someone may want to commit.

• Have Your Say: This level allows customers to share their opinions and feedback on various topics. It’s perfect for those who want to contribute but may have limited time.
• Make a Difference: For those who want to be more involved, this level offers opportunities to participate in community events and initiatives, helping to drive positive change.
• Help Us Decide: This level is for customers who want to play a more active role in decision-making processes. It involves participating in formal groups and committees to shape the future of our services.

We have developed targeted plans to ensure a diverse range of voices are involved across all levels of the Coastline Conversation. After identifying areas of underrepresentation by collecting engagement data over the past year, we are focusing on increasing engagement with Under 35s. This initiative aims to bring fresh perspectives to our community, ensuring that the needs and ideas of younger generations are heard and valued.

We are also organising "Catch Up with Coastline" events, held quarterly across our Housing for Older Persons schemes. These events provide an accessible platform for discussing repairs and communal queries, any tenancy issues, and ways to get involved. They make it easier for customers to access the services they need and offer a chance to connect with Coastline colleagues and other residents. It’s all about fostering a sense of community and ensuring that everyone feels supported and informed.

We are also preparing for our third year of the Tenant Satisfaction Measures survey with Acuity. This survey is a key feedback opportunity that directly influences our service improvement plans for the coming year. By gathering insights from our customers, we can identify areas for improvement and make changes that enhance the quality of our services.

Why did you decide to join Tpas?

At Coastline, we are committed to continuously improving our customer engagement strategies. To further this commitment, we joined Tpas! Our goal is to create a more inclusive and responsive environment where every customer feels heard and valued. This means not only listening to their feedback but also acting on it to make meaningful changes.

This partnership is a significant step in our journey to ensure that we are always learning and implementing best practices in tenant participation.

What is your top engagement tip?

Our top engagement tip is to actively listen and adapt based on customer feedback. It's crucial to not only hear what customers are saying but also to act and make changes that reflect their needs and suggestions. This approach builds trust and ensures that our services continuously improve to meet the evolving needs of our community.

What’s the one thing you are really proud of when it comes to engagement?

When it comes to engagement, one initiative we are incredibly proud of is our Investing in Volunteers accredited scheme, which stands out as a shining example of community spirit and dedication. In 2024, an impressive 76 volunteers dedicated a total of 5,955 hours, generating a social value of £337,533 across Coastline communities.

Among these volunteers, eight successfully transitioned into employment, and forty-three accessed training courses throughout the year. Notably, this year saw a significant increase in young volunteers engaging in formal opportunities, reflecting our growing appeal to younger generations and our commitment to increasing engagement with Under 35s.

Building on this success, we are excited to expand the Volunteer Scheme even further in the coming year. We have recruited a Volunteer Co-Ordinator to support the Volunteer Manager and current volunteers. This expansion aims to increase the number of volunteers from around 55 to 75 by the end of 2025. This growth will allow us to offer even more opportunities for personal growth, skill development, and community engagement, ensuring that our volunteers continue to make a meaningful difference in our communities.

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Previous Member Spotlights

June 2025 - Colchester Borough Homes

May 2025 - Manningham HA

April 2025 - Leeds Federated HA

March 2025 - North Star Housing Group

February 2025 - Wigan Council

January 2025 - Worthing Homes

December 2024 - Lumensol

October / November 2024 - Orbit

September 2024 - Gentoo

August 2024 - Watford Community Housing

July 2024 - BFT Mastclimbing

May / June 2024 - Stonewater

April 2024 - Hull City Council

March 2024 - Partners Foundation

February 2024 - Red Kite Community Housing

January 2024 - St Leger Homes of Doncaster

December 2023 - settle

November 2023 - Flagship Group

Sept / Oct 2023 - Hinckley and Bosworth Council

August 2023 - Tenants Hub CIC

June / July 2023 - Dovecotes TMO

May 2023 - Stockport Homes

April 2023 - TPTracker

March 2023 - Metropolitan Thames Valley

February 2023 - West Kent

January 2023 - Fairhive

December 2022 - Platform Housing Group

November 2022 - Integrated Solutions - City Plumbing

September / October 2022 - Homes Plus

August 2022 - Aspire

May 2022 - Arches

April 2022 -  Acis Group

March 2022 - wdh

February 2022 - Michael Dyson Associates Ltd

January 2022 - South Yorkshire HA

December 2021 - Gateshead Council

November 2021  - LiveWest

October 2021 - YMCA Thames Gateway

September 2021 - Bernicia

August 2021 - Anglian Building Products

July 2021 - Warrington HA

June 2021 - Futr

May 2021 - Vale of Aylesbury HT

April 2021 - Aaron Services

March 2021 - Soha

February 2021 - North West Leicestershire DC

January 2021 - Vinci Facllities

December 2020 - Ongo

November 2020 - Places for People

October 2020 - Community Gateway Association

September 2020 - Dacorum BC

August 2020 - Eastend Homes

July 2020 - Connexus

June 2020 - Gridizen

May 2020 - Grand Union Housing Group

March / April 2020 - Onward Homes

January / February 2020 - Estuary HA

December 2019 - Muir Group

November 2019 - Blackpool Coastal Homes

October 2019 - Texthelp

September 2019 - Greatwell Homes

August 2019 - Selby DC

July 2019 - North Star Housing Group

June 2019  - Rotherham MBC

May 2019  - Homes for Haringey

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I'd like to be in the spotlight

If you'd like to be featured in our Member Spotlight and highlight the work you are doing, please get in touch by emailing lisa.holt@tpas.org.uk.