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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.
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.
***If you completed the Annual Report survey you'll be entered into or draw to win***
First Prize £20 shopping vouchers.
Second prize £10 shopping voucher
Third prize £10 shopping voucher
Winners will be notified week commencing the 8th June 2026.
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 meeting minutes above and we'll feed back all the changes above once they've happened.
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.
***If you completed the Annual Report survey you'll be entered into or draw to win***
First Prize £20 shopping vouchers.
Second prize £10 shopping voucher
Third prize £10 shopping voucher
Winners will be notified week commencing the 8th June 2026.
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 meeting minutes above and we'll feed back all the changes above once they've happened.
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.
