Help shape our Contractor Code of Conduct

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

Reading the Citizen Code of Conduct

We have shared the Citizen Code of Conduct, with the most relevant information highlighted, to explain the standards we expect from external contractors when they work in customers’ homes.

We have also attached the Housing Ombudsman Spotlight Report, with key sections highlighted that relate to contractor behaviour and conduct, along with a short guidance document to help you find the parts of the report most relevant to the Code of Conduct.

These documents are shared to support you when completing the survey and giving your feedback.

Please find the links below :

Code of conduct

Spotlight report

Support for spotlight report

How important is the way a contractor behaves to your overall repairs experience?

* required

Very important

Quite important

Neither important nor unimportant

Not very important

Not important at all

Which things matter most to you when a contractor visits your home?

Please select all that apply

* required

Being polite and respectful

Turning up on time

Explaining the work clearly

Wearing ID and introducing themselves

Being tidy and cleaning up afterwards

Feeling safe and comfortable

Listening to me and my concerns

Respecting my home and belongings

Other (please specify)

What helps you feel comfortable and safe when a contractor is working in your home? Please select all that apply

* required

Knowing who is coming to my home

Clear communication before and during the visit

Contractors wearing ID

Being treated with respect

Having the work explained to me

Being given time to ask questions

Other (please specify)

Do you feel that contractors usually behave in a respectful and professional way?

* required

Yes, always

Yes, most of the time

Sometimes

Rarely

No, never

Have you ever had an experience with a contractor that made you feel uncomfortable or unhappy?

* required

Yes

What would you like to see included in a Contractor Code of Conduct to help improve customer experience?

* required

Maximum 5,000 characters

0/5,000