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We understand that raising a complaint is often a last resort. Many customers don’t want to complain but sometimes feel they have no choice. We also know we may not always get everything right.
That’s why we want to make sure that when your complaint has been resolved, we are communicating clearly, respectfully, and fairly. Our goal is to make every letter easy to understand and helpful.
This project is part of our Customer Experience Group, who work with customers to make sure your experience is the best it can be. Involving you means we are working together to improve how we respond and ensure we get it right.
Now we need your help! Please read our sample complaints response letter and share your thoughts. Your feedback will help us make our letters clearer and more positive for everyone.
Why this matters:
It shows we listen to customers.
It helps us improve together.
It makes our service better for everyone.
What to do:
Read the sample letter.
Complete the short survey.
Share your honest thoughts.
Your voice matters. Together, we can make complaints handling better for all customers.
Complaints Responses: Your Feedback Matters:
We understand that raising a complaint is often a last resort. Many customers don’t want to complain but sometimes feel they have no choice. We also know we may not always get everything right.
That’s why we want to make sure that when your complaint has been resolved, we are communicating clearly, respectfully, and fairly. Our goal is to make every letter easy to understand and helpful.
This project is part of our Customer Experience Group, who work with customers to make sure your experience is the best it can be. Involving you means we are working together to improve how we respond and ensure we get it right.
Now we need your help! Please read our sample complaints response letter and share your thoughts. Your feedback will help us make our letters clearer and more positive for everyone.
Why this matters:
It shows we listen to customers.
It helps us improve together.
It makes our service better for everyone.
What to do:
Read the sample letter.
Complete the short survey.
Share your honest thoughts.
Your voice matters. Together, we can make complaints handling better for all 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 to register for the complaints response focus group . The data processor is Bang the Table. Information is stored on servers in the United Kingdom and Bang the Table gives an undertaking never to disclose the survey questions or your responses to others without permission. More information on how we handle personal information and your rights under the Data Protection legislation can be found in our privacy notice Privacy policy | Citizen Housing(External link)
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 website(External link)(External link)where you can read our Customer Feedback Policy and provide us with your feedback.
