Join our new customer experience group

💡 About the Customer Experience Group

By joining the Customer Experience Group, you’ll be part of something meaningful.


This group brings together customers who want to help shape the services they use. Whether it’s through sharing ideas, giving feedback, or testing new tools, your voice plays a big part in how we grow and improve.

As a member, you’ll have the chance to get involved in a variety of projects – from improving how we handle complaints to testing new digital tools. Each project is a chance to share your views and help us make real changes that matter to you.

We believe the best way to improve our services is by working with the people who use them. That’s why your feedback is so important.

By sharing your views, you help us:

  • Understand what’s working well
  • Spot areas that need improving
  • Test new ideas before they go live
  • Make sure our services meet your needs

Whether it’s online or in person, your input helps shape the future of Citizen.

As part of this group, you’ll be invited to take part in different projects and feedback sessions. Here are some of the areas we’ll be looking into:

  • 📩 Handling complaints
    Help us make our complaints process clearer, faster, and more effective.
    Tell us what frustrates you and how we can improve it to make sure you feel heard and valued.

  • 📊 Improving service standards
    Share your thoughts on things like maintenance, cleaning, and customer satisfaction.
    Your feedback will help us make real improvements across our services.

  • 🗣️ Sharing your experience
    You’ll contribute to a range of feedback across our services, helping us understand what works and what needs to change.

🧭 What We've Done So Far

We’ve already started our first project – the Customer Charter – which began in January.

  • Our first project is the Customer Charter, a guide that sets out what customers can expect from us.
  • So far, we’ve held two online focus group meetings with customers.
  • The feedback has been incredibly helpful and is shaping the way the Charter is written.
  • We’re now preparing a draft version for the group to review and give final feedback on.
  • This is a great example of how your voice helps shape the services you use.
  • View the Customer Charter Page on the Related Projects

🗓️ How and When We Meet

  • We usually meet every few months, depending on when there’s something important to share or discuss.
  • You’ll get at least 1 weeks’ notice before each meeting.
  • Meetings are held online using Microsoft Teams or in person, depending on the project.
  • Each meeting lasts around 1 hour, giving everyone time to share their views.
  • Sometimes meetings are shorter, depending on what we need to cover.

✅ Ready to Get Involved?

By joining the Customer Connect Group, you’ll be helping to shape the services you use – and making sure your voice is heard.

👉Get involved - complete the survey to join

Your voice, your impact.

How involved you get is up to you! We’ll offer a variety of ways for you to share your input, including:

💬 Focus groups: join discussions online or in person.

📋 Quick online surveys: share your thoughts anytime, anywhere.

📞 Personalised phone calls: share your perspective, and we’ll listen.

💷 You’ll be given vouchers to thank you for your time

Don’t miss the chance to have your voice heard and see your ideas put into action!

💡 About the Customer Experience Group

By joining the Customer Experience Group, you’ll be part of something meaningful.


This group brings together customers who want to help shape the services they use. Whether it’s through sharing ideas, giving feedback, or testing new tools, your voice plays a big part in how we grow and improve.

As a member, you’ll have the chance to get involved in a variety of projects – from improving how we handle complaints to testing new digital tools. Each project is a chance to share your views and help us make real changes that matter to you.

We believe the best way to improve our services is by working with the people who use them. That’s why your feedback is so important.

By sharing your views, you help us:

  • Understand what’s working well
  • Spot areas that need improving
  • Test new ideas before they go live
  • Make sure our services meet your needs

Whether it’s online or in person, your input helps shape the future of Citizen.

As part of this group, you’ll be invited to take part in different projects and feedback sessions. Here are some of the areas we’ll be looking into:

  • 📩 Handling complaints
    Help us make our complaints process clearer, faster, and more effective.
    Tell us what frustrates you and how we can improve it to make sure you feel heard and valued.

  • 📊 Improving service standards
    Share your thoughts on things like maintenance, cleaning, and customer satisfaction.
    Your feedback will help us make real improvements across our services.

  • 🗣️ Sharing your experience
    You’ll contribute to a range of feedback across our services, helping us understand what works and what needs to change.

🧭 What We've Done So Far

We’ve already started our first project – the Customer Charter – which began in January.

  • Our first project is the Customer Charter, a guide that sets out what customers can expect from us.
  • So far, we’ve held two online focus group meetings with customers.
  • The feedback has been incredibly helpful and is shaping the way the Charter is written.
  • We’re now preparing a draft version for the group to review and give final feedback on.
  • This is a great example of how your voice helps shape the services you use.
  • View the Customer Charter Page on the Related Projects

🗓️ How and When We Meet

  • We usually meet every few months, depending on when there’s something important to share or discuss.
  • You’ll get at least 1 weeks’ notice before each meeting.
  • Meetings are held online using Microsoft Teams or in person, depending on the project.
  • Each meeting lasts around 1 hour, giving everyone time to share their views.
  • Sometimes meetings are shorter, depending on what we need to cover.

✅ Ready to Get Involved?

By joining the Customer Connect Group, you’ll be helping to shape the services you use – and making sure your voice is heard.

👉Get involved - complete the survey to join

Your voice, your impact.

How involved you get is up to you! We’ll offer a variety of ways for you to share your input, including:

💬 Focus groups: join discussions online or in person.

📋 Quick online surveys: share your thoughts anytime, anywhere.

📞 Personalised phone calls: share your perspective, and we’ll listen.

💷 You’ll be given vouchers to thank you for your time

Don’t miss the chance to have your voice heard and see your ideas put into action!

  • Sign up to join our customer experience group

    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 contact people about joining the Customer Experience group. 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)

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