🔧 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

✅ What Has the Group Done So Far?

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

• Helped shape our Damp & Mould Policy
• Shared ideas to improve My Account
• Suggested ways to make the repair journey clearer
• Supported changes that have turned around what used to be one of our lowest-rated services

📝 Latest Update – What Happened at the Last Meeting?

We shared a progress update from our scrutiny review, which focused on the speed of non-emergency repairs and improving customer satisfaction. Out of 30 recommendations:

• ✅ 12 have been implemented
• 🔄 6 are still in progress
• ❌ 3 were not taken forward
• The rest will continue into 2026

Highlights from the session included:

• ✅ Customers recognised improvements to the service and shared experiences
• ✅ Dedicated phone line for repairs support welcomed by customers
• ✅ Multi-skilled operatives praised for efficiency
• ✅ Transparency through new dashboards and technology

💬 What Customers Said

“Multi-skilled operatives are great – one person did three jobs in one visit.”
“It was excellent to hear there’s a dedicated person on the phone for specialist queries.”
“What is Swiitee?"

🏠 Awaab’s Law – Making Homes Safer

From 27 October 2025, a new law called Awaab’s Law came into effect to 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 landlords like Citizen 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
• Updating systems and staff training
• Making sure customers understand what counts as an emergency repair and how vulnerability is taken into account
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Awaab’s Law is about more than rules – it’s about making sure everyone has a safe, healthy place to live.
👉 Visit our Citizen Housing website for more information: Awaab’s Law

📘 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

🔍 Looking Ahead to 2026

As we move into 2026, we’ll continue this journey of collaboration – working together to make repairs faster, smarter, and more customer-focused.

Thank you to everyone who contributed this year!