We use cookies to ensure our site functions properly and to store limited information about your usage. You may give or withdraw consent at any time. To find out more, read our privacy policy and cookie policy.
Manage Cookies
A cookie is information stored on your computer by a website you visit. Cookies often store your settings for a website, such as your preferred language or location. This allows the site to present you with information customized to fit your needs. As per the GDPR law, companies need to get your explicit approval to collect your data. Some of these cookies are ‘strictly necessary’ to provide the basic functions of the website and can not be turned off, while others if present, have the option of being turned off. Learn more about our Privacy and Cookie policies. These can be managed also from our cookie policy page.
Strictly necessary cookies(always on):
Necessary for enabling core functionality. The website cannot function properly without these cookies. This cannot be turned off. e.g. Sign in, Language
Analytics cookies:
Analytical cookies help us to analyse user behaviour, mainly to see if the users are able to find and act on things that they are looking for. They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. Tools used: Google Analytics
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.
We're keen to make this as useful and interesting as possible and would like your feedback through a survey about what we should include this year.
Your responses will help us improve future reports, ensuring they are informative and meet your needs.
What customers told us last year – and how it shaped our 2024-2025 report
You said
We did
Design needed to be easier to read, with clearer images and colours.
We simplified the design, improved the visuals and used clearer colours.
The report felt too wordy and hard to follow.
We reduced the text and used plain, straightforward language.
You wanted an easier online version.
We created an interactive report with clear sections such as Listening to You and Looking After Your Home.
You wanted more transparency about how decisions are made.
We added How We Decide Where to Invest to explain our approach more clearly.
You wanted more real stories from customers.
We included customer stories and videos to bring them to life.
You wanted us to be honest about where improvement is still needed.
We shared both our progress and our priorities for the next 12 months.
💬 Your Voice Matters
Your feedback helped make this report clearer, more useful and more honest. Thank you for helping shape it.
A heartfelt thank you to everyone who attended the customer annual report focus group on 21.05.26. We really appreciated you taking the time to join us and share your thoughts. Your feedback and insights are incredibly valuable, and they will help shape our work going forward.
If your joined us and would like to feedback on the focus group it's self then please complete the feedback form below:
We've collated all your information and summarised your comments and feedback in the summary note above right and we'll feed back all the changes once they've happened. What the survey didn't tell us is the type of customer you are and so our leadership team have asked.
If you are a leaseholder or shared ownership customer our leadership team would really appreciate your feedback on the survey below please.
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.
We're keen to make this as useful and interesting as possible and would like your feedback through a survey about what we should include this year.
Your responses will help us improve future reports, ensuring they are informative and meet your needs.
What customers told us last year – and how it shaped our 2024-2025 report
You said
We did
Design needed to be easier to read, with clearer images and colours.
We simplified the design, improved the visuals and used clearer colours.
The report felt too wordy and hard to follow.
We reduced the text and used plain, straightforward language.
You wanted an easier online version.
We created an interactive report with clear sections such as Listening to You and Looking After Your Home.
You wanted more transparency about how decisions are made.
We added How We Decide Where to Invest to explain our approach more clearly.
You wanted more real stories from customers.
We included customer stories and videos to bring them to life.
You wanted us to be honest about where improvement is still needed.
We shared both our progress and our priorities for the next 12 months.
💬 Your Voice Matters
Your feedback helped make this report clearer, more useful and more honest. Thank you for helping shape it.
A heartfelt thank you to everyone who attended the customer annual report focus group on 21.05.26. We really appreciated you taking the time to join us and share your thoughts. Your feedback and insights are incredibly valuable, and they will help shape our work going forward.
If your joined us and would like to feedback on the focus group it's self then please complete the feedback form below:
We've collated all your information and summarised your comments and feedback in the summary note above right and we'll feed back all the changes once they've happened. What the survey didn't tell us is the type of customer you are and so our leadership team have asked.
If you are a leaseholder or shared ownership customer our leadership team would really appreciate your feedback on the survey below please.
This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used by Citizen for the development of the 2024-2025 Customer Annual Report. All information produced will be anonymised. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk)(External link)Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more.
We need our leaseholder and shared ownership customer to help shape our customer annual report
If you attended our customer annual report focus groups, we would really appreciate your Feedback.
This survey is being carried out by Citizen, in line with the UK GDPR Data Protection Act 2018. The data controller is Citizen. The information collected in this survey will be used to understand your experience of our focus group. All information produced will be anonymised. An external data processor stores your personal data on servers on servers in the United Kingdom and they give an undertaking never to disclose the survey questions or your responses to others without permission. By completing this survey you are agreeing to our privacy terms and conditions. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Citizen | Privacy (citizenhousing.org.uk)(External link)Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more.
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.
