Repairs task and finish group





🔧 Repairs Group Hub – Help Us Improve Repairs for Everyone


Our Repairs Group is a 12-month customer group helping us shape and improve our repairs policy.

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.


💬 What Has the Group Done So Far?

The Repairs Group has worked closely with Citizen’s repairs team to help improve how we deliver repairs—and it’s making a real difference.

They’ve helped shape our Damp & Mould Policy, shared ideas to improve My Account, and made suggestions to improve the repair journey. Their feedback has helped us spot issues, improve communication, and start turning around what used to be one of our lowest-rated services.

📝 Latest Update – What Happened at the Last Meeting?

🏠 Awaab’s Law – Making Homes Safer

From 27 October 2025, a new law called Awaab’s Law will come into effect to help make homes safer for everyone living in social housing.

This law was introduced after the tragic death of Awaab Ishak, a young boy who died due to mould in his home. His story led to a national call for change—and now, the law ensures that landlords like Citizen must act quickly when serious issues like damp, mould, or emergency repairs are reported.

We’ve already started preparing by reviewing homes in high-rise blocks, working with ventilation experts, and updating our systems and staff training. We’re also making sure customers understand what counts as an emergency repair and how vulnerability is taken into account when responding.

Awaab’s Law is about more than rules—it’s about making sure everyone has a safe, healthy place to live.

📘 Our Damp and Mould Leaflet

We’ve made a leaflet to help you spot, prevent, and report damp and mould in your home.

Customers in our Repairs Group said:

  • They liked the layout, pictures, and tips
  • They wanted less jargon and plainer English
  • We’ve made changes based on their feedback!

We also ran a survey and here’s what you told us:

  • Most people found the leaflet useful or very useful
  • Some said parts were unclear or too formal, so we’ve made it simpler


📣 Want to Join the Repairs Group?

We’d love to hear from you! If you want to join the group and help shape future repairs, please fill out our short registration survey:





🔧 Repairs Group Hub – Help Us Improve Repairs for Everyone


Our Repairs Group is a 12-month customer group helping us shape and improve our repairs policy.

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.


💬 What Has the Group Done So Far?

The Repairs Group has worked closely with Citizen’s repairs team to help improve how we deliver repairs—and it’s making a real difference.

They’ve helped shape our Damp & Mould Policy, shared ideas to improve My Account, and made suggestions to improve the repair journey. Their feedback has helped us spot issues, improve communication, and start turning around what used to be one of our lowest-rated services.

📝 Latest Update – What Happened at the Last Meeting?

🏠 Awaab’s Law – Making Homes Safer

From 27 October 2025, a new law called Awaab’s Law will come into effect to help make homes safer for everyone living in social housing.

This law was introduced after the tragic death of Awaab Ishak, a young boy who died due to mould in his home. His story led to a national call for change—and now, the law ensures that landlords like Citizen must act quickly when serious issues like damp, mould, or emergency repairs are reported.

We’ve already started preparing by reviewing homes in high-rise blocks, working with ventilation experts, and updating our systems and staff training. We’re also making sure customers understand what counts as an emergency repair and how vulnerability is taken into account when responding.

Awaab’s Law is about more than rules—it’s about making sure everyone has a safe, healthy place to live.

📘 Our Damp and Mould Leaflet

We’ve made a leaflet to help you spot, prevent, and report damp and mould in your home.

Customers in our Repairs Group said:

  • They liked the layout, pictures, and tips
  • They wanted less jargon and plainer English
  • We’ve made changes based on their feedback!

We also ran a survey and here’s what you told us:

  • Most people found the leaflet useful or very useful
  • Some said parts were unclear or too formal, so we’ve made it simpler


📣 Want to Join the Repairs Group?

We’d love to hear from you! If you want to join the group and help shape future repairs, please fill out our short registration survey:

  • Managing damp, mould or condensation in your home draft leaflet

    Take Survey
  • CLOSED: This survey has concluded.

    'Sorry we missed you' card wording survey

    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.

  • Repairs Group Registration

    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.

    Take Survey