Customer Annual Report 2024-2025 survey for our leaseholders and shared ownership customers

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

Customer annual review 2024-2025 survey

Please read (or revisit) the 2024-25 Customer Annual Report before completing this short survey. You can download the report here: https://www.citizenhousing.org.uk/about-us/our-performance/customer-annual-reports/

How easy was last year’s report to understand overall?

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What parts of the report were most useful to you? Please rate the following (1 being most useful all the way to 10 being the least useful)

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Key highlights and statistics

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How we spend your rent / value for money

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How we listen to customers

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Looking after your home (repairs and maintenance)

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How we keep homes safe

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Neighbourhoods and communities

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Customer service and complaints

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New homes and regeneration

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Energy efficiency

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Customer stories / case studies

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What would you like to see MORE of in this year’s report?

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Key highlights

More information about future plans

More detail on how decisions are made

More customer stories and real experiences

Simpler language and less jargon

More visuals (charts, icons, images)

Other (please specify)

What would you like to see LESS of in this year’s report?

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Long sections of text

Too much technical or detailed information

Too many statistics

Information that doesn’t feel relevant to me

Repetition

Nothing – it felt about right overall

Other (please specify)

Thinking about this year’s report, what ONE thing would make it better for you?

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Maximum 5,000 characters

0/5,000

Do you feel the report reflects what matters most to you as a customer?

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How would you prefer information in the report to be presented?

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One report for all customers

One report, with some sections tailored for homeowners and renters (only read what’s relevant to you)

Separate reports for different types of customers (e.g. renters, shared owners, leaseholders)

No preference

Did you find the report easy to access and use (for example font size, layout, digital access)?

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How would you prefer to read the report?

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Online (web pages you can click through)

Downloadable PDF

Printed copy (on request)

A shorter summary version

Video or visual summary

No preference