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We Have Finished Reviewing Our Income Policy – Thank You for Your Feedback
The survey is now closed. Thank you to everyone who shared their views. Your feedback is very important and helps us make sure our policies are fair and easy to understand.
Why We Reviewed This Policy
We review all our policies every three years. This is to make sure they still work well, are fair, and meet customers’ needs. Life changes, and so do people’s circumstances. By reviewing this policy, we can:
Check that the rules are clear and easy to understand
Make sure customers get the right support if they are struggling
Listen to customers’ experiences and improve how we work
Policies are important because they guide how we make decisions and treat everyone fairly.
What We Have Done So Far
On 11 December, we held a focus group with eight customers from different areas.
We asked what matters most when paying rent and charges, what support customers need if circumstances change, and how we can make the policy easier to understand.
Customers shared real experiences, including times when they needed extra support and what worked well for them. They told us that clear communication and flexible support are very important.
One customer said: “Life changes all the time, and we need support that changes with it.”
This feedback will help us make the policy fairer and more supportive for everyone.
What Happens Next
All the feedback from the survey and focus group is now being reviewed. We will use your views to update the Income Policy and create a Policy on a Page – a simple guide that explains the key points.
Please keep checking this page to see the outcome and the difference your feedback has made. We will share updates soon.
We Have Finished Reviewing Our Income Policy – Thank You for Your Feedback
The survey is now closed. Thank you to everyone who shared their views. Your feedback is very important and helps us make sure our policies are fair and easy to understand.
Why We Reviewed This Policy
We review all our policies every three years. This is to make sure they still work well, are fair, and meet customers’ needs. Life changes, and so do people’s circumstances. By reviewing this policy, we can:
Check that the rules are clear and easy to understand
Make sure customers get the right support if they are struggling
Listen to customers’ experiences and improve how we work
Policies are important because they guide how we make decisions and treat everyone fairly.
What We Have Done So Far
On 11 December, we held a focus group with eight customers from different areas.
We asked what matters most when paying rent and charges, what support customers need if circumstances change, and how we can make the policy easier to understand.
Customers shared real experiences, including times when they needed extra support and what worked well for them. They told us that clear communication and flexible support are very important.
One customer said: “Life changes all the time, and we need support that changes with it.”
This feedback will help us make the policy fairer and more supportive for everyone.
What Happens Next
All the feedback from the survey and focus group is now being reviewed. We will use your views to update the Income Policy and create a Policy on a Page – a simple guide that explains the key points.
Please keep checking this page to see the outcome and the difference your feedback has made. We will share updates soon.
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
Step-by-Step Guide to Reading a Policy
Step-by-Step Guide to Reading a Policy
1. Start with the Title
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.
Customer feedback
Citizen welcomes all feedback as a chance to learn and improve, helping us deliver a service you can trust. To share a comment, compliment, or complaint, please visit our website(External link)(External link) to read our Customer Feedback Policy and submit your views. Citizen welcomes all feedback as a chance to learn and improve, helping us deliver a service you can trust. To share a comment, compliment, or complaint, please visit our website(External link)(External link) to read our Customer Feedback Policy and submit your views.
