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Thank you to everyone who took part in our Complaints Policy survey and focus group. The survey has now closed, and we are currently reviewing all the feedback we received.
Your views are helping to shape the next version of our Complaints Policy and our new Policy on a Page, making sure it is clearer, fairer, and easier to understand for all customers.
What We Heard From Customers
Customers shared honest feedback about their experiences of the complaints process. Common themes included:
The need for clearer explanations of what happens at each stage
Better understanding of the difference between a service request and a complaint
Clearer information about timescales, outcomes, and escalation
The importance of customers feeling listened to, respected, and kept informed
A desire for more transparent communication, especially around stage one and compensation
Easier access to the policy, including plain language and accessible formats
Customers also told us that delays, having to repeat information, and unclear next steps can be frustrating and exhausting.
Customer Voices
Here are some examples of what customers shared with us:
“You listen, but often don’t follow through.”
“It is not clear what complaints can be made apart from repairs.”
“Actually, getting an acknowledgement feels so unexpected.”
“Stage one feels like a waste of time — stage two works better.”
“The policy is great, but is it being implemented properly?”
These experiences are being taken seriously and are directly influencing the changes we are working on.
What Happens Next
We are now:
Reviewing all survey and focus group feedback in detail
Identifying key changes needed to improve clarity, fairness, and accessibility
Updating the full Complaints Policy
Shaping a new Policy on a Page based on what customers told us matters most
We will share further updates once the revised policy and the new Policy on a Page are ready.
This policy will be looked at by the Customer Assurance Committee and the Board. We expect this to happen by September.
Thank You
Your feedback is already making a difference. By sharing your experiences — whether positive or challenging — you are helping us improve how complaints are handled and how we support customers through the process.
Thank you for taking the time to be involved.
✅ Complaints Policy Review – Update
Thank you to everyone who took part in our Complaints Policy survey and focus group. The survey has now closed, and we are currently reviewing all the feedback we received.
Your views are helping to shape the next version of our Complaints Policy and our new Policy on a Page, making sure it is clearer, fairer, and easier to understand for all customers.
What We Heard From Customers
Customers shared honest feedback about their experiences of the complaints process. Common themes included:
The need for clearer explanations of what happens at each stage
Better understanding of the difference between a service request and a complaint
Clearer information about timescales, outcomes, and escalation
The importance of customers feeling listened to, respected, and kept informed
A desire for more transparent communication, especially around stage one and compensation
Easier access to the policy, including plain language and accessible formats
Customers also told us that delays, having to repeat information, and unclear next steps can be frustrating and exhausting.
Customer Voices
Here are some examples of what customers shared with us:
“You listen, but often don’t follow through.”
“It is not clear what complaints can be made apart from repairs.”
“Actually, getting an acknowledgement feels so unexpected.”
“Stage one feels like a waste of time — stage two works better.”
“The policy is great, but is it being implemented properly?”
These experiences are being taken seriously and are directly influencing the changes we are working on.
What Happens Next
We are now:
Reviewing all survey and focus group feedback in detail
Identifying key changes needed to improve clarity, fairness, and accessibility
Updating the full Complaints Policy
Shaping a new Policy on a Page based on what customers told us matters most
We will share further updates once the revised policy and the new Policy on a Page are ready.
This policy will be looked at by the Customer Assurance Committee and the Board. We expect this to happen by September.
Thank You
Your feedback is already making a difference. By sharing your experiences — whether positive or challenging — you are helping us improve how complaints are handled and how we support customers through the process.
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.
What is this policy about? The title tells you the topic for example, “Repairs and Maintenance Policy” means it’s about fixing things in your home.
2. Read the Introduction
Why does this policy exist? Who is it for? The introduction explains the purpose of the policy and who it applies to — like tenants, leaseholders, or supported housing customers.
3. Look for Key Points
What are the main rules or promises? Headings and bullet points show the most important parts. These might include timeframes for repairs, safety standards, or how to report issues.
4. Understand Your Responsibilities
What do you need to do? Find the section that explains what you’re responsible for — like keeping your home tidy, reporting problems, or allowing access for repairs.
5. Understand Citizen’s Responsibilities
What will Citizen do for you? Look for what Citizen promises — like completing repairs, treating you respectfully, and keeping you informed.
6. Find Help and Contact Info
Where can you go if you need support? Policies usually include contact details, websites, or phone numbers so you know who to speak to if you’re unsure or need help.
7. Check the Review Date
When will this policy be updated? Policies are reviewed regularly. Look for a date to see when it will be checked again — this helps you know if the info is current.
What is a Policy?
📝 What is a Policy?
A policy is a set of rules or a plan that helps people know what to do and what to expect. It’s written by organisations like housing providers to make sure things are fair, safe, and clear for everyone.
Policies explain how things work, like how to report a problem, what support is available, or what happens in certain situations. They help staff and customers understand their rights and responsibilities.
Example: Income Policy
Our Income Policy explains: ✅ How we collect rent and other charges ✅ How we support customers who may find it hard to pay ✅ What happens if payments are missed ✅ How we prevent arrears and offer early help ✅ What steps we take before legal action ✅ How we provide advice and signpost to support services
This policy matters because it helps customers stay in their homes, avoid debt, and ensures fairness and clear communication.
Why policies matter
• They keep things fair • They help people stay safe • They make sure everyone knows what to expect
Why your voice matters
It’s important for customers to be involved in shaping policies because you live with the results of those rules every day. Your experiences, ideas, and feedback help us make policies that work better for everyone.
When you take part in engagement, you help us: • Spot problems early • Make things clearer and easier to understand • Create fairer and more helpful services
What we can and can’t change
We can: • Make policies clearer and easier to follow • Add new ideas based on customer feedback • Improve how we explain and deliver services
We can’t: • Change legal rules or government regulations • Remove safety requirements • Make changes that go against housing law or contracts
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.
