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:

  • Repairs Group Feedback July 2025

    Faster Repairs

    🔶 Fewer repairs are taking longer than 25 days.

    🔶 Only about 500 are outside the target now.

    🔶 We’re getting things done quicker.

    Service Improvements

    🔶 Better systems and processes

    🔶 Smarter use of technology

    🔶 Teams working more closely together

    Progress

    🔶 In January 2024, we had over 14,000 repairs waiting.

    🔶 Now, it’s down to under 4,000 – the lowest ever!

    🔶 This shows how much things have improved.

    Better Teamwork

    🔶 Teams from Birmingham and Coventry are now working together at 4040.

    🔶 They’re also working closely with our Customer Engagement Centre.

    This has helped:

    🔶 Reduce complaint

    🔶 Increase productivity

    🔶 Make cusotmers happier


    Thank You to Our Customers

    Your feedback has helped shape these changes. Thank you for your patience, honesty, and support. We are committed to continuing to improve and deliver a service you can be proud of.



  • Repairs Group Feedback

    Over the last two years the repairs group has come together to feedback about the Repairs policy.



  • Repairs Service feedback

    CLOSED: This discussion has concluded.

    Thank you for your comments.

    number of comments, image icon 2 comments