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Every year, we publish our Customer Annual Report to keep you informed about Citizen's performance. The report includes our progress, highlights our areas for improvement, and outlines what we have done in response to customer feedback.
💐A heartfelt thank you to everyone who attended the customer annual report focus groups. We really appreciated you taking the time to join us and share your thoughts. Your feedback and insights are incredibly valuable and here's what you said:
You Said
We Did
The annual report felt too long and overwhelming, particularly for people with learning difficulties or who don't speak English as their first language
We made the report shorter, more visual and easier to scan, using simpler language and clearer layouts. We added a clear request for people to be able to request the report in another language if required.
You wanted to see more information about what is happening in your local area.
We introduced local area updates covering Birmingham, Coventry, Worcester and Hereford, highlighting improvements and activity in local communities.
You wanted to know how we are listening to customers and acting on what they tell us.
We included more examples of customer feedback leading to action, including the Credenhill playground improvements and neighbourhood work.
You wanted information that is easier to understand and access.
We used shorter sections, clearer headings and more accessible language throughout the report, with information broken into smaller, easier-to-read chunks.
You wanted to understand more about where Citizen is heading in the future.
We included Citizen's new 2030 Strategy, explaining our vision and four priorities: customers, colleagues, partners and homes.
You wanted to understand what Citizen will focus on next.
We added a clear "Our priorities for 2027" section, setting out what we're planning to focus on over the coming year.
Shared Ownership & Leaseholder report - You Said
We Did
You wanted to see more information about what is happening in your local area.
We introduced local area updates covering Birmingham, Coventry, Worcester and Hereford, highlighting improvements and activity in local communities.
You wanted information that recognised the different needs of shared owners and leaseholders.
We produced a separate report for shared owners and leaseholders, with dedicated information about home ownership, including buying more shares, selling and other home ownership matters.
You wanted to see examples of where customer feedback had led to change.
We included real examples of customers influencing improvements, including the Credenhill playground, Paul Stacey House and our Citizen Commitments.
You wanted more information about how customers can get involved and influence services and future priorities.
We added a dedicated section explaining the different ways customers can get involved, including surveys, discussion groups, community events and the Citizens Together Hub, as well as examples of how customers have shaped services.
A year of progress, shaped by our customers 🙌
Every year, we use our customer annual report to share what we’ve achieved for our customers and communities, but this year we’ve also taken another step forward. Following customer feedback, we’ve produced two reports: one for our renting customers and one for our shared owners and leaseholders. This means we can make the information more relevant to the people reading it and focus on the things that matter most to them. There’s plenty to celebrate, including: 🏠 £79.7m invested in our homes 🛠️ More than 141,000 responsive repairs ✅ More than 60,000 safety checks 🏗️ 550 new homes built 🤝 £50,863 invested in 26 community projects 🧡£4.2m gained for customers through our support But the reports are about more than numbers. They bring together the voices of our customers, the work of our colleagues and the difference being made in communities across Birmingham, Coventry, Hereford and Worcester. A huge thank you to everyone who helped make the reports happen - and to our customers for continuing to share their views and help us improve what we do 💛
Every year, we publish our Customer Annual Report to keep you informed about Citizen's performance. The report includes our progress, highlights our areas for improvement, and outlines what we have done in response to customer feedback.
💐A heartfelt thank you to everyone who attended the customer annual report focus groups. We really appreciated you taking the time to join us and share your thoughts. Your feedback and insights are incredibly valuable and here's what you said:
You Said
We Did
The annual report felt too long and overwhelming, particularly for people with learning difficulties or who don't speak English as their first language
We made the report shorter, more visual and easier to scan, using simpler language and clearer layouts. We added a clear request for people to be able to request the report in another language if required.
You wanted to see more information about what is happening in your local area.
We introduced local area updates covering Birmingham, Coventry, Worcester and Hereford, highlighting improvements and activity in local communities.
You wanted to know how we are listening to customers and acting on what they tell us.
We included more examples of customer feedback leading to action, including the Credenhill playground improvements and neighbourhood work.
You wanted information that is easier to understand and access.
We used shorter sections, clearer headings and more accessible language throughout the report, with information broken into smaller, easier-to-read chunks.
You wanted to understand more about where Citizen is heading in the future.
We included Citizen's new 2030 Strategy, explaining our vision and four priorities: customers, colleagues, partners and homes.
You wanted to understand what Citizen will focus on next.
We added a clear "Our priorities for 2027" section, setting out what we're planning to focus on over the coming year.
Shared Ownership & Leaseholder report - You Said
We Did
You wanted to see more information about what is happening in your local area.
We introduced local area updates covering Birmingham, Coventry, Worcester and Hereford, highlighting improvements and activity in local communities.
You wanted information that recognised the different needs of shared owners and leaseholders.
We produced a separate report for shared owners and leaseholders, with dedicated information about home ownership, including buying more shares, selling and other home ownership matters.
You wanted to see examples of where customer feedback had led to change.
We included real examples of customers influencing improvements, including the Credenhill playground, Paul Stacey House and our Citizen Commitments.
You wanted more information about how customers can get involved and influence services and future priorities.
We added a dedicated section explaining the different ways customers can get involved, including surveys, discussion groups, community events and the Citizens Together Hub, as well as examples of how customers have shaped services.
A year of progress, shaped by our customers 🙌
Every year, we use our customer annual report to share what we’ve achieved for our customers and communities, but this year we’ve also taken another step forward. Following customer feedback, we’ve produced two reports: one for our renting customers and one for our shared owners and leaseholders. This means we can make the information more relevant to the people reading it and focus on the things that matter most to them. There’s plenty to celebrate, including: 🏠 £79.7m invested in our homes 🛠️ More than 141,000 responsive repairs ✅ More than 60,000 safety checks 🏗️ 550 new homes built 🤝 £50,863 invested in 26 community projects 🧡£4.2m gained for customers through our support But the reports are about more than numbers. They bring together the voices of our customers, the work of our colleagues and the difference being made in communities across Birmingham, Coventry, Hereford and Worcester. A huge thank you to everyone who helped make the reports happen - and to our customers for continuing to share their views and help us improve what we do 💛
Citizen values all feedback about our services and see this as an opportunity to learn, adapt and improve, so that our customers can have confidence in us to deliver a quality standard of service.
If you would like to share your views, and give us a comment, compliment or complaint visit our websitewhere you can read our Customer Feedback Policy and provide us with your feedback.
