Have Your Say on Our Complaints Policy


Help Us Review Our Complaints Policy

We want to make our Complaints Policy clear and easy for everyone to understand. We know that making a complaint can feel stressful or confusing, so we want to make the process as simple and fair as possible.

We are reviewing the policy now, and your views will help us to improve it. You do not need to have made a complaint before to take part. We want to hear from all customers.

Why Your Feedback Matters

Your feedback helps us make the Complaints Policy:

  • clear
  • easy to understand
  • fair
  • simple to follow

We want every customer who makes a complaint to:

  • know what will happen
  • understand each step
  • feel listened to and respected
  • feel the process is fair

Even if we cannot always give the answer you hoped for, you should still feel that you were treated well.

You can read the full Citizen Housing Complaints Policy on this page under “Citizen Housing: Complaints Policy”.
The policy is also included within the survey so you can read it before you answer the questions.

How You Can Help

By completing the survey, you can:

  • tell us what is confusing
  • share what works well
  • help us improve the process
  • shape the new Policy on a Page

Your voice makes a real difference.

What Is a Policy on a Page?

When we spoke with customers, many told us that our full policies can be long and sometimes hard to find the information they need.

So, working together, we created a Policy on a Page.

This is a short, simple version of the policy that shares the key points customers told us matter most. It is easier to read and helps you understand the important parts quickly.

The survey will ask you what information is most important to you. The things you choose will help us shape the final Policy on a Page.


You can see an example of a recently published Policy on a Page here:

Lettings Policy On a Page

Support and Vulnerabilities On a Page


Please complete the survey

We want to hear from all customers whether you have made a complaint before or not. Your views will help us improve the complaints process so it feels clearer and more supportive for everyone.

Please complete the survey below. Your voice will help make a real difference.


Help Us Review Our Complaints Policy

We want to make our Complaints Policy clear and easy for everyone to understand. We know that making a complaint can feel stressful or confusing, so we want to make the process as simple and fair as possible.

We are reviewing the policy now, and your views will help us to improve it. You do not need to have made a complaint before to take part. We want to hear from all customers.

Why Your Feedback Matters

Your feedback helps us make the Complaints Policy:

  • clear
  • easy to understand
  • fair
  • simple to follow

We want every customer who makes a complaint to:

  • know what will happen
  • understand each step
  • feel listened to and respected
  • feel the process is fair

Even if we cannot always give the answer you hoped for, you should still feel that you were treated well.

You can read the full Citizen Housing Complaints Policy on this page under “Citizen Housing: Complaints Policy”.
The policy is also included within the survey so you can read it before you answer the questions.

How You Can Help

By completing the survey, you can:

  • tell us what is confusing
  • share what works well
  • help us improve the process
  • shape the new Policy on a Page

Your voice makes a real difference.

What Is a Policy on a Page?

When we spoke with customers, many told us that our full policies can be long and sometimes hard to find the information they need.

So, working together, we created a Policy on a Page.

This is a short, simple version of the policy that shares the key points customers told us matter most. It is easier to read and helps you understand the important parts quickly.

The survey will ask you what information is most important to you. The things you choose will help us shape the final Policy on a Page.


You can see an example of a recently published Policy on a Page here:

Lettings Policy On a Page

Support and Vulnerabilities On a Page


Please complete the survey

We want to hear from all customers whether you have made a complaint before or not. Your views will help us improve the complaints process so it feels clearer and more supportive for everyone.

Please complete the survey below. Your voice will help make a real difference.

  • We Are Reviewing Our Complaints Policy: Tell Us What You Think

    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 help inform the development of our complaints policy. 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.  

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