Repairs task and finish group

🔧 Repairs Group Hub – Help Us Improve Repairs for Everyone



About Our Repairs Group

Our Repairs Group is a 12-month customer panel that works with us to shape and improve our repairs policy and service. Before we make any changes, we ask the group for their views and ideas. Their feedback helps us make sure our repairs service works better for everyone.

This isn’t just a talking shop – the group has already made a real impact. They’ve helped us:

  • Improve the Repairs Policy wording so it reflects what matters most to customers
  • Shape our Damp & Mould Policy and influence how we respond under Awaab’s Law
  • Suggest clearer communication in My Account and on repair updates
  • Recommend dedicated phone support for repairs queries
  • Influence the design of our damp and mould leaflet, making it simpler and easier to understand
  • Support the rollout of multi-skilled operatives, reducing the need for multiple visits
  • Encourage transparency through dashboards and technology, so customers can see progress


🔧 Repairs Focus Group Update

First meeting of 2026

Thank you to everyone who joined our first Repairs Focus Group of the year. Customers shared honest feedback and real experiences to help improve how repairs work.

Here’s a summary of what we discussed, with customer voices included.

📂 Sharing Information

  • A live repairs file was shared in the meeting.
  • Customers asked if this could be published.
  • We explained the full file is internal, but customers can see appointments and repair timescales online.
  • We’ll send out the Code of Conduct and other requested documents.

Customer voice:

“Seeing the live file helped me understand why times change – it would really help customers to have clearer information.”


🛠️ How Repairs Work

  • Around 2,200 repairs are handled each week.
  • Some repairs need repeat visits.
  • Engineers should book follow‑on appointments with customers before leaving.

Customer voice:

“If the job can’t be finished, the next appointment should be booked there and then – we shouldn’t have to chase.”


🚨 Emergency Repairs

  • About 33% of repairs are emergencies.
  • Emergencies are repairs that could cause harm or risk to life.
  • Vulnerabilities are always considered.

Customer voice:

“People report things as emergencies because they’re fed up of waiting – not because they want to misuse the system.”


🏠 Appointments & Access

  • Engineers usually wait up to 10 minutes if no one answers.
  • Cards are left if access isn’t possible.
  • Later working hours (up to 6pm) are now in place.

Customer voice:

“Later appointments work better for people who can’t be home during the day.”


🦠 Damp, Mould & Awaab’s Law

  • Damp and mould repairs are treated as emergencies under Awaab’s Law.
  • Phase 2 of the law is expected later this year.

Customer voice:

“I delayed reporting because of my availability – it’s reassuring to know damp and mould are taken seriously.”


🤝 Contractors Code of Conduct

  • A new Code of Conduct is being reviewed.
  • Customers will help shape what’s included.

Customer voice:

“There should be clear standards so contractors are held to account if things don’t feel right.”


✅ What happens next?

  • We’ll review all the feedback shared in this meeting.
  • The Code of Conduct and other documents will be sent out so customers can read them and share their views.
  • Your feedback will help shape improvements to repairs and how information is shared.

👀 Our second Repairs Focus Group meeting of the year is coming up soon.
Please keep an eye out for dates and joining details — we’d love you to be involved.


🔧 Repairs Group Hub – Help Us Improve Repairs for Everyone



About Our Repairs Group

Our Repairs Group is a 12-month customer panel that works with us to shape and improve our repairs policy and service. Before we make any changes, we ask the group for their views and ideas. Their feedback helps us make sure our repairs service works better for everyone.

This isn’t just a talking shop – the group has already made a real impact. They’ve helped us:

  • Improve the Repairs Policy wording so it reflects what matters most to customers
  • Shape our Damp & Mould Policy and influence how we respond under Awaab’s Law
  • Suggest clearer communication in My Account and on repair updates
  • Recommend dedicated phone support for repairs queries
  • Influence the design of our damp and mould leaflet, making it simpler and easier to understand
  • Support the rollout of multi-skilled operatives, reducing the need for multiple visits
  • Encourage transparency through dashboards and technology, so customers can see progress


🔧 Repairs Focus Group Update

First meeting of 2026

Thank you to everyone who joined our first Repairs Focus Group of the year. Customers shared honest feedback and real experiences to help improve how repairs work.

Here’s a summary of what we discussed, with customer voices included.

📂 Sharing Information

  • A live repairs file was shared in the meeting.
  • Customers asked if this could be published.
  • We explained the full file is internal, but customers can see appointments and repair timescales online.
  • We’ll send out the Code of Conduct and other requested documents.

Customer voice:

“Seeing the live file helped me understand why times change – it would really help customers to have clearer information.”


🛠️ How Repairs Work

  • Around 2,200 repairs are handled each week.
  • Some repairs need repeat visits.
  • Engineers should book follow‑on appointments with customers before leaving.

Customer voice:

“If the job can’t be finished, the next appointment should be booked there and then – we shouldn’t have to chase.”


🚨 Emergency Repairs

  • About 33% of repairs are emergencies.
  • Emergencies are repairs that could cause harm or risk to life.
  • Vulnerabilities are always considered.

Customer voice:

“People report things as emergencies because they’re fed up of waiting – not because they want to misuse the system.”


🏠 Appointments & Access

  • Engineers usually wait up to 10 minutes if no one answers.
  • Cards are left if access isn’t possible.
  • Later working hours (up to 6pm) are now in place.

Customer voice:

“Later appointments work better for people who can’t be home during the day.”


🦠 Damp, Mould & Awaab’s Law

  • Damp and mould repairs are treated as emergencies under Awaab’s Law.
  • Phase 2 of the law is expected later this year.

Customer voice:

“I delayed reporting because of my availability – it’s reassuring to know damp and mould are taken seriously.”


🤝 Contractors Code of Conduct

  • A new Code of Conduct is being reviewed.
  • Customers will help shape what’s included.

Customer voice:

“There should be clear standards so contractors are held to account if things don’t feel right.”


✅ What happens next?

  • We’ll review all the feedback shared in this meeting.
  • The Code of Conduct and other documents will be sent out so customers can read them and share their views.
  • Your feedback will help shape improvements to repairs and how information is shared.

👀 Our second Repairs Focus Group meeting of the year is coming up soon.
Please keep an eye out for dates and joining details — we’d love you to be involved.


  • Your Voice in Our Recruitment

    Supporting the Recruitment of Our New Operations Manager

    As part of our promise to involve customers more, we invited one of our engaged customers to help us with the recruitment of a new Operations Manager. We want customers to have a real say in how we choose staff, and one way we have done this is by asking them to join our interview panels.

    Having a real customer in the room helps Citizen understand what matters to the people who use our services every day. It also shows us how well each candidate communicates, how they treat people, and how much they understand our communities.

    One of our engaged customer helped with shortlisting, took part in the interviews, asked their own questions, and helped score each candidate alongside Citizen colleagues.

    A Customer’s Experience of Joining Our Recruitment Process

    When we invited one of our engaged customers to join the interview panel for our new Operations Manager, they were keen to take part and see how recruitment worked behind the scenes. What followed was a genuine and reflective experience that showed the value of involving real customers in important decisions.

    The customer told us:

    “I enjoy making contributions and giving something back now that I'm retired. Keeps the grey matter active.”

    For them, joining the process was a chance to stay involved, do something meaningful, and use their experience to help shape our services.

    As the interviews began, they found themselves thinking carefully about fairness and balance:

    “I tried to keep my feelings separate from comprehension of the facts. However, I'm aware that first impressions are real and need to be kept in check, which I found interesting and slightly challenging as an interviewer.”

    This moment highlighted how seriously they took the responsibility — and how involved customer interviewers play an important role in making sure decisions are made with thought and care.

    They also shared an honest reflection about expectations:

    “I've thought that involving customers in things like interviews might have been a box‑ticking exercise, but it appeared that my contribution was taken seriously.”

    Their insight helped show that customer involvement in recruitment isn’t symbolic — it genuinely shapes discussions and supports decision‑making.

    Looking back on the process, they felt they made a real difference:

    “I genuinely believe that my involvement helped… although in these particular interviews any disagreement would not have changed the outcome.”

    Even when the strongest candidate is clear, having a customer voice adds valuable perspective on communication, tone, and connection.

    And finally, they had some advice for any customers thinking about taking part in the future:

    “I would suggest that customer interviewers be well prepared, understand the marking system, be open‑minded, attentive, take notes, and be brave and honest.”

    Their experience shows why involving customers in recruitment matters — it builds fairness, brings a real‑world view into the room, and strengthens trust in how decisions are made.

    Why We Involve Customers in Recruitment

    • It helps us make fairer, more transparent decisions.
    • It brings a real customer voice into the room, not just professional opinions.
    • It helps us choose leaders who understand customers, listen well, and make people feel respected.

    Supporting the Recruitment of Our New Operations Manager

    As part of our promise to involve customers more, we invited one of our engaged customers to help us with the recruitment of a new Operations Manager. We want customers to have a real say in how we choose staff, and one way we have done this is by asking them to join our interview panels.

    Having a real customer in the room helps Citizen understand what matters to the people who use our services every day. It also shows us how well each candidate communicates, how they treat people, and how much they understand our communities.

    One of our engaged customer helped with shortlisting, took part in the interviews, asked their own questions, and helped score each candidate alongside Citizen colleagues.

    A Customer’s Experience of Joining Our Recruitment Process

    When we invited one of our engaged customers to join the interview panel for our new Operations Manager, they were keen to take part and see how recruitment worked behind the scenes. What followed was a genuine and reflective experience that showed the value of involving real customers in important decisions.

    The customer told us:

    “I enjoy making contributions and giving something back now that I'm retired. Keeps the grey matter active.”

    For them, joining the process was a chance to stay involved, do something meaningful, and use their experience to help shape our services.

    As the interviews began, they found themselves thinking carefully about fairness and balance:

    “I tried to keep my feelings separate from comprehension of the facts. However, I'm aware that first impressions are real and need to be kept in check, which I found interesting and slightly challenging as an interviewer.”

    This moment highlighted how seriously they took the responsibility — and how involved customer interviewers play an important role in making sure decisions are made with thought and care.

    They also shared an honest reflection about expectations:

    “I've thought that involving customers in things like interviews might have been a box‑ticking exercise, but it appeared that my contribution was taken seriously.”

    Their insight helped show that customer involvement in recruitment isn’t symbolic — it genuinely shapes discussions and supports decision‑making.

    Looking back on the process, they felt they made a real difference:

    “I genuinely believe that my involvement helped… although in these particular interviews any disagreement would not have changed the outcome.”

    Even when the strongest candidate is clear, having a customer voice adds valuable perspective on communication, tone, and connection.

    And finally, they had some advice for any customers thinking about taking part in the future:

    “I would suggest that customer interviewers be well prepared, understand the marking system, be open‑minded, attentive, take notes, and be brave and honest.”

    Their experience shows why involving customers in recruitment matters — it builds fairness, brings a real‑world view into the room, and strengthens trust in how decisions are made.

    Why We Involve Customers in Recruitment

    • It helps us make fairer, more transparent decisions.
    • It brings a real customer voice into the room, not just professional opinions.
    • It helps us choose leaders who understand customers, listen well, and make people feel respected.

  • Repairs Service feedback

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