Citizen Customer Annual Report 2025

Citizen Customer Annual Report: Your Voice, Our Progress

Every year, we publish the Citizen Customer Annual Report to keep you informed about how we’re doing. The report shares what we’ve done well, where we need to improve, and how we’ve responded to your feedback. This year, we want to make the report even more useful and relevant — shaped by what matters most to you. That’s why we asked for your views early on.


We began by sending out a short survey to some of our engaged customers. Thank you to everyone who took the time to respond, your voice matters and your feedback gave us a great starting point.

Next, on 11 June 2025, we held an online focus group on Microsoft Teams. It was a great chance to talk to customers directly, dig deeper into your ideas, and hear what you’d like to see in the report.

The feedback from both the survey and focus group has helped us understand what’s important to you.💡 You can read a summary of what we learned in the “Customer Lens: Key Findings from Surveys and Focus Groups”.


What Customers Told Us – And How It Shaped Our Report

We asked customers to help us improve our Annual Report – and they really made a difference! Here are some of the things they said, and how we listened:

🖍️ Design

What you said: The colours weren’t easy to read, and the pictures needed to be clearer.
What we did: We made the design simpler and easier to read, with clearer visuals and better colours.

📚 Content

What you said: There were too many words, and it was hard to understand.
What we did: We cut down the text and used plain, honest language – no confusing jargon!

💻 Format

What you said: You wanted an online version that’s easier to use.
What we did: We created an interactive online report with clear sections like Listening to You and Looking After Your Home.

🔍 Transparency

What you said: You wanted to know how decisions are made, like why some homes get fixed first.
What we did: We added a section called How We Decide Where to Invest to explain things more clearly.

💬 Stronger Storytelling

What you said: You wanted to hear more real stories from real people.
What we did: We included customer stories and even added videos to bring them to life.

📈 Showing Progress

What you said: Don’t just talk about the good stuff – show where things still need work.
What we did: We shared what’s been improved and what we’re still working on over the next 12 months.



💬 Your Voice Matters

Your feedback helped shape this report in a big way. Every suggestion made it better, clearer, and more useful for everyone. Thank you for speaking up – we couldn’t have done it without you!


Please take a look at our cusotmer annual report on this page just click the link Citizens Customer Annual Report 24/25


Citizen Customer Annual Report: Your Voice, Our Progress

Every year, we publish the Citizen Customer Annual Report to keep you informed about how we’re doing. The report shares what we’ve done well, where we need to improve, and how we’ve responded to your feedback. This year, we want to make the report even more useful and relevant — shaped by what matters most to you. That’s why we asked for your views early on.


We began by sending out a short survey to some of our engaged customers. Thank you to everyone who took the time to respond, your voice matters and your feedback gave us a great starting point.

Next, on 11 June 2025, we held an online focus group on Microsoft Teams. It was a great chance to talk to customers directly, dig deeper into your ideas, and hear what you’d like to see in the report.

The feedback from both the survey and focus group has helped us understand what’s important to you.💡 You can read a summary of what we learned in the “Customer Lens: Key Findings from Surveys and Focus Groups”.


What Customers Told Us – And How It Shaped Our Report

We asked customers to help us improve our Annual Report – and they really made a difference! Here are some of the things they said, and how we listened:

🖍️ Design

What you said: The colours weren’t easy to read, and the pictures needed to be clearer.
What we did: We made the design simpler and easier to read, with clearer visuals and better colours.

📚 Content

What you said: There were too many words, and it was hard to understand.
What we did: We cut down the text and used plain, honest language – no confusing jargon!

💻 Format

What you said: You wanted an online version that’s easier to use.
What we did: We created an interactive online report with clear sections like Listening to You and Looking After Your Home.

🔍 Transparency

What you said: You wanted to know how decisions are made, like why some homes get fixed first.
What we did: We added a section called How We Decide Where to Invest to explain things more clearly.

💬 Stronger Storytelling

What you said: You wanted to hear more real stories from real people.
What we did: We included customer stories and even added videos to bring them to life.

📈 Showing Progress

What you said: Don’t just talk about the good stuff – show where things still need work.
What we did: We shared what’s been improved and what we’re still working on over the next 12 months.



💬 Your Voice Matters

Your feedback helped shape this report in a big way. Every suggestion made it better, clearer, and more useful for everyone. Thank you for speaking up – we couldn’t have done it without you!


Please take a look at our cusotmer annual report on this page just click the link Citizens Customer Annual Report 24/25