New website project

Our brand new website project is now underway. We asked for your input to help us to shape the content - our goal is to create a website that better serves you, our customers.

How your feedback is shaping our new website

It’s incredibly important that you're helping us shape our new website, because your insights make sure it truly meets your needs. This project is all about creating a more user-friendly, accessible, and intuitive digital experience—one that reflects what matters most to you. By being involved throughout the design and feedback process, you’re helping us build a website not just for you, but with you. Your voice is guiding key decisions around navigation, content, and functionality, helping us create a platform that’s easy to use, informative, and genuinely useful.

Focus groups

Led by Mediaworks, our web development partners, we’ve now held two in-person customer focus groups to ensure your feedback is at the heart of this project. Take a look at how you’ve contributed so far and the difference you’re making:

🌟 Focus Group 1 - April: We held two 2 hour sessions where our web developers shared the initial structure of the new website and listened closely to thoughts and suggestions shared by customers at the focus group. Feedback highlights from this session included:

✅ Adjust top level navigation structure and naming conventions to provide clarity so content is easier to find.

🗂️ Restructure page groupings within ‘manage your home’ and ‘customer support’ areas of the site to make the lists more concise and user friendly.

🏡 Highlight information for homeowners more effectively throughout the site.

🏷️ Review and amend page naming conventions with a ‘does what it says on the tin’ approach in mind.

🆕 Ensure we showcase the latest ‘My Account’ features on site to help educate users.

Take a look at the feedback in full (under documents on the right hand side and top of this page) to find out how the Mediaworks team have made changes.

🌟 Focus Group 2 – June: In this 2 hour session Mediaworks shared the updated structure — shaped by your earlier feedback. The team also shared early design visuals and some draft content for customers at the focus group to feed back on. Feedback highlights from this session include:

🤝 Positive first impressions: Customers felt the new design reflects a responsible, approachable, and caring landlord.

📄 Helpful layouts: Page layouts were seen as clear and easy to scan, with useful sectioning and titles.

🧭 Icon use praised: Icons helped users quickly identify key actions and navigate easily.

🔎 Search visibility needs improving: The search bar on the homepage didn’t stand out enough.

📱 Mobile navigation challenge: Some users found the hamburger menu hard to spot on mobile devices.

📸 Imagery needs to feel authentic: Customers preferred real images of Citizen people over generic stock photos.

You can take a look at the feedback from this session, in full, under documents on the right hand side and top of this page.

What's next?

Thanks to your involvement, the project is moving forward with real momentum. We'll be asking you to help us test the new site before it goes live - check back soon to find out what’s next and how you can contribute.

There are still opportunities for you to get involved in this project. Sign up to the website project group by clicking on the orange survey button below.

Our brand new website project is now underway. We asked for your input to help us to shape the content - our goal is to create a website that better serves you, our customers.

How your feedback is shaping our new website

It’s incredibly important that you're helping us shape our new website, because your insights make sure it truly meets your needs. This project is all about creating a more user-friendly, accessible, and intuitive digital experience—one that reflects what matters most to you. By being involved throughout the design and feedback process, you’re helping us build a website not just for you, but with you. Your voice is guiding key decisions around navigation, content, and functionality, helping us create a platform that’s easy to use, informative, and genuinely useful.

Focus groups

Led by Mediaworks, our web development partners, we’ve now held two in-person customer focus groups to ensure your feedback is at the heart of this project. Take a look at how you’ve contributed so far and the difference you’re making:

🌟 Focus Group 1 - April: We held two 2 hour sessions where our web developers shared the initial structure of the new website and listened closely to thoughts and suggestions shared by customers at the focus group. Feedback highlights from this session included:

✅ Adjust top level navigation structure and naming conventions to provide clarity so content is easier to find.

🗂️ Restructure page groupings within ‘manage your home’ and ‘customer support’ areas of the site to make the lists more concise and user friendly.

🏡 Highlight information for homeowners more effectively throughout the site.

🏷️ Review and amend page naming conventions with a ‘does what it says on the tin’ approach in mind.

🆕 Ensure we showcase the latest ‘My Account’ features on site to help educate users.

Take a look at the feedback in full (under documents on the right hand side and top of this page) to find out how the Mediaworks team have made changes.

🌟 Focus Group 2 – June: In this 2 hour session Mediaworks shared the updated structure — shaped by your earlier feedback. The team also shared early design visuals and some draft content for customers at the focus group to feed back on. Feedback highlights from this session include:

🤝 Positive first impressions: Customers felt the new design reflects a responsible, approachable, and caring landlord.

📄 Helpful layouts: Page layouts were seen as clear and easy to scan, with useful sectioning and titles.

🧭 Icon use praised: Icons helped users quickly identify key actions and navigate easily.

🔎 Search visibility needs improving: The search bar on the homepage didn’t stand out enough.

📱 Mobile navigation challenge: Some users found the hamburger menu hard to spot on mobile devices.

📸 Imagery needs to feel authentic: Customers preferred real images of Citizen people over generic stock photos.

You can take a look at the feedback from this session, in full, under documents on the right hand side and top of this page.

What's next?

Thanks to your involvement, the project is moving forward with real momentum. We'll be asking you to help us test the new site before it goes live - check back soon to find out what’s next and how you can contribute.

There are still opportunities for you to get involved in this project. Sign up to the website project group by clicking on the orange survey button below.

  • Register your interest for the new website development project 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 to join the focus group. 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) Please click on "How we use your information and the Housing Customers Privacy Notice' to find out more.  

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