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🔧 Helping us to improve the repair service for everyone
About Our Repairs Group
Our Repairs Group have a real say in how our repairs service works and how it can be improved. Before we make any changes, we ask the group for their views and ideas, so we know what really matters to customers.
The group meet quarterly or more frequently if needed at one of our Citizen offices.
Why this group matters
Your lived experience influences decisions
Direct access to senior staff
Real changes to policies and services
This is more than just talking. The group has already helped us make real improvements, including:
Making our Repairs Policy clearer and more focused on what customers need
Helping shape our Damp and Mould Policy and how we respond under Awaab’s Law
Improving how we communicate through My Account and repair updates
Supporting the idea of dedicated phone support for repairs questions
Helping redesign our damp and mould leaflet so it’s simpler and easier to understand
Supporting the use of multi‑skilled operatives to reduce repeat visits
Encouraging more openness, with dashboards and technology so customers can see progress more clearly
Commitment to the group
All customers can request to join the Repairs group
Quarterly face to face meetings of two hours at one of our Citizen Offices
Respect all members of the group and colleagues by agreeing to the groups Terms of reference
Travel and other expenses are available
What We’ve Worked On / What’s Changed
This is more than just talking. The group has already helped us make real improvements, including:
Making our Repairs Policy clearer and more focused on what customers need
Helping shape our Damp and Mould Policy and how we respond under Awaab’s Law
Improving how we communicate through My Account and repair updates
Supporting the idea of dedicated phone support for repairs questions
Helping redesign our damp and mould leaflet so it’s simpler and easier to understand
Supporting the use of multi‑skilled operatives to reduce repeat visits
Encouraging more openness, with dashboards and technology so customers can see progress more clearly
How to Get Involved
Express your interest in joining the repairs group by registering below.
👀 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.
🔧 Helping us to improve the repair service for everyone
About Our Repairs Group
Our Repairs Group have a real say in how our repairs service works and how it can be improved. Before we make any changes, we ask the group for their views and ideas, so we know what really matters to customers.
The group meet quarterly or more frequently if needed at one of our Citizen offices.
Why this group matters
Your lived experience influences decisions
Direct access to senior staff
Real changes to policies and services
This is more than just talking. The group has already helped us make real improvements, including:
Making our Repairs Policy clearer and more focused on what customers need
Helping shape our Damp and Mould Policy and how we respond under Awaab’s Law
Improving how we communicate through My Account and repair updates
Supporting the idea of dedicated phone support for repairs questions
Helping redesign our damp and mould leaflet so it’s simpler and easier to understand
Supporting the use of multi‑skilled operatives to reduce repeat visits
Encouraging more openness, with dashboards and technology so customers can see progress more clearly
Commitment to the group
All customers can request to join the Repairs group
Quarterly face to face meetings of two hours at one of our Citizen Offices
Respect all members of the group and colleagues by agreeing to the groups Terms of reference
Travel and other expenses are available
What We’ve Worked On / What’s Changed
This is more than just talking. The group has already helped us make real improvements, including:
Making our Repairs Policy clearer and more focused on what customers need
Helping shape our Damp and Mould Policy and how we respond under Awaab’s Law
Improving how we communicate through My Account and repair updates
Supporting the idea of dedicated phone support for repairs questions
Helping redesign our damp and mould leaflet so it’s simpler and easier to understand
Supporting the use of multi‑skilled operatives to reduce repeat visits
Encouraging more openness, with dashboards and technology so customers can see progress more clearly
How to Get Involved
Express your interest in joining the repairs group by registering below.
👀 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.
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 through this survey will be used to gather customer insight to support the development of a Code of Conduct for external contractors.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)(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 to contact you about joining the Repairs Group. All information produced will be anonymised. An external data processor stores your personal data 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' link.
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 to understand experiences of focus groups and to improve how sessions are planned, facilitated, and delivered in the future.. 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.
We are reviewing the wording of our 'Sorry we missed you' cards. A ‘Sorry we missed you’ card is put through a customers letterbox when a customer has booked to have a repair completed but has not been at home when the engineer arrived.
We want to ensure the customer understands that for all non emergency repairs the repair is cancelled and needs to be rearranged by the customer. For all emergency repairs we need the customer to call Citizen to rearrange the repair. (Please note Citizen will not cancel emergency repairs). Below is a picture of the current card, the following questions are about the suggested text, we would like to know if the wording is clear to our customers.
If you need to raise a repair, you can do this through your My Account, give us a call on 0300 790 6555 (Monday to Friday, 8am – 6pm), or visit the Citizen Housing website: Managing your home Repairs and Maintenance
📌 Emergency repairs are available 24/7 on the same number.
Citizen values all feedback about our services and see this as an opportunity to learn, adapt and improve, so that our customers can have confidence in us to deliver a quality standard of service.
If you would like to share your views, and give us a comment, compliment or complaint visit our websitewhere you can read our Customer Feedback Policy and provide us with your feedback.
Lifecycle
April 2025 – First Meeting of the Year
Repairs task and finish group is currently at this stage
What we covered:
Tier Two update – How video repairs were working
Scripting – Clearer messages for customers
Policy (Summary of changes) – What had changed and why
Repairs update – How the service was performing
Customer Connect Project – Early updates from surveys and testing
July 2025 – Preparing for New Changes
this is an upcoming stage for Repairs task and finish group
What we covered:
Tier Two update – How the service was improving
Awaab’s Law – What this means for repairs from October
Damp and mould leaflet – Customers gave feedback to help us prepare for winter
Scripting – Clear and helpful messages for customers
Policy (Summary of changes) – What’s new for customers
Repairs update – Progress and upcoming improvements
Customer Connect Project – How feedback is shaping services
Awaab’s Law – October 2025
this is an upcoming stage for Repairs task and finish group
Awaab’s Law started in October 2025. This new law means that serious damp, mould and dangerous hazards must be fixed within strict timeframes to help keep homes safe. Our Repairs Ongoing Group reviewed our winter leaflet and messages in July and helped us make sure we explain the new law clearly for customers on our Hub and in repairs updates.
