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Lettings Policy Review Survey

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 Citizen Letting 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. 

Help Shape Our Lettings Policy


We want to understand your experience of the housing allocation process and hear your views on Citizen’s Lettings Policy, so we can improve how we communicate and provide our services.

These questions will help us understand
 •  How clearly the process is explained to you 
 •  Whether you feel Citizen’s Lettings Policy is fair and meets the needs of applicants 

Your feedback will help us improve how clear, fair, and supportive our housing process is.

1.  

How would you rate your understanding of how Citizen allocates its homes? 

2.  

Before you move in, Citizen completes an assessment covering previous housing, finances, and support needs. Was there anything else we should have asked about?

3.  

Did you feel that the questions we asked you in this assessment were?

4.  

We know some customers are living in homes that are too big or too small for their families. Do you think Citizen should do more to help them move to the right-sized home?

5.  

Citizen’s Lettings Policy allows new customers who have less than £300 arrears and have been paying the debt regularly for over 6 months. If the debt is higher than that or the payment plan is not in place the customers are refused a move. Do you think this amount is;

6.  

Do you think that the arrears level should be higher for certain customer groups i.e. customer who are homeless? 

7.  

We set income limits of £25,000 for single applicants and £35,000 for couples for homes not advertised through choice-based lettings (a system some local councils and housing associations use to allocate social housing).

Do you think these income limits are:

8.  

There is a shortage of four+ bedroom properties and lots of large families on waiting lists. Should households who need a four bed property be allowed to have a three bed property? 

9.  

Citizen’s Lettings Policy treats household members who are 16 and under as children. Houses are prioritised for household with children.  Do you think this should be changed to 18 and under?

10.  

When you moved into your new Citizen home did we give you enough information on the following when you moved in concerning;

Terms and Conditions of your tenancy agreement
Pets
Gas/electricity connections
Parking (If relevant)
Bins
Your neighbourhood
My Account (online account)
Your rent/money advice
Your Neighbourhood officer
How to report repairs
How to give Citizen feedback
12.  

We’d like to hear about your experience moving into your home. Please indicate how much you agree or disagree with the following statements based on your recent experience.

The time between being offered the property and collecting the keys was reasonable.
There were no delays to the scheduled move in date.
I was kept well informed throughout the move-in process.
The condition of the property when I moved in met my expectations.
All necessary repairs and cleaning were completed before I moved in.
The home was move-in ready when I arrived.
The process of moving in was smooth and well-managed.
Citizen handles empty properties and relets effectively.
14.  

Would you like to take part in a focus group to discuss the topic further? The focus group is on 29th July 11-1pm at St James Lane, Coventry. You will be given a £20 shopping voucher for your time and expenses* paid for.

*Bus ticket or mileage.