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We are reviewing our Income Policy and want your feedback!
Policies are the rules and guidance we follow to make sure things are fair and clear for everyone. We review them regularly to check they still work well and meet customers’ needs.
Our Income Policy explains: ✅ How we collect rent and charges ✅ How we support customers who may find it hard to pay ✅ What happens if payments are missed
Policies are important because they help us give the right support and make sure everyone is treated fairly.
We’ve created a short survey so you can share your views. You can also register for a focus group if you’d like to talk about this face to face.
Need help understanding policies?
Have you ever read a policy before? Don’t worry – we’re here to support you!
On this page, you’ll find: ✅ A step-by-step guide on how to read a policy ✅ Key points to look for when reviewing policies ✅ An explanation of what policies are and why they matter ✅ What we can and can’t change in a policy
📢 Upcoming Focus Group: Register in the survey!
Focus Group Details
📅 Date: Thursday, 11 December 2025 🕚 Time: 11:00 AM – 1:00 PM 📍 Location: St James Lane, Coventry, CV3 3FX
🎁 £20 voucher for attending 🚗 Travel costs paid back (mileage or public transport) ✉️ Need other travel help? Email engagement@citizenhousing.org.uk
Places are limited – if you’re successful, we’ll email you. You can withdraw at any time – the commitment is around you because we know life happens.
⚠️ Important
Spaces are limited – book early
Vouchers provided after the session
Travel costs require receipts or mileage details
Forms will be provided at the focus group for claiming expenses
If you are selected for the focus group, you will receive an email confirmation with full details
💬 Need help?
If you need support with reading the policy or want to know more about focus groups, email us at engagement@citizenhousing.org.uk. We want everyone to be included, and we’re here to help.
We are reviewing our Income Policy and want your feedback!
Policies are the rules and guidance we follow to make sure things are fair and clear for everyone. We review them regularly to check they still work well and meet customers’ needs.
Our Income Policy explains: ✅ How we collect rent and charges ✅ How we support customers who may find it hard to pay ✅ What happens if payments are missed
Policies are important because they help us give the right support and make sure everyone is treated fairly.
We’ve created a short survey so you can share your views. You can also register for a focus group if you’d like to talk about this face to face.
Need help understanding policies?
Have you ever read a policy before? Don’t worry – we’re here to support you!
On this page, you’ll find: ✅ A step-by-step guide on how to read a policy ✅ Key points to look for when reviewing policies ✅ An explanation of what policies are and why they matter ✅ What we can and can’t change in a policy
📢 Upcoming Focus Group: Register in the survey!
Focus Group Details
📅 Date: Thursday, 11 December 2025 🕚 Time: 11:00 AM – 1:00 PM 📍 Location: St James Lane, Coventry, CV3 3FX
🎁 £20 voucher for attending 🚗 Travel costs paid back (mileage or public transport) ✉️ Need other travel help? Email engagement@citizenhousing.org.uk
Places are limited – if you’re successful, we’ll email you. You can withdraw at any time – the commitment is around you because we know life happens.
⚠️ Important
Spaces are limited – book early
Vouchers provided after the session
Travel costs require receipts or mileage details
Forms will be provided at the focus group for claiming expenses
If you are selected for the focus group, you will receive an email confirmation with full details
💬 Need help?
If you need support with reading the policy or want to know more about focus groups, email us at engagement@citizenhousing.org.uk. We want everyone to be included, and we’re here to help.
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 for the development of the Income Collection 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.
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 for the development of the Income Collection 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.
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 for the development of the Income Collection 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.
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.
