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This policy explains how we manage tenancies and licences, and what customers and colleagues can expect from us. It helps make sure everyone is treated fairly and understands their rights and responsibilities.
Why this policy is important to you
This policy is designed to help you understand:
✔ Your rights
What you can expect from us as your landlord, including how we keep your home safe and how we support you throughout your tenancy.
✔ Your responsibilities
What we need from you to help keep your home in good condition and your tenancy running smoothly.
✔ What to do if you need help
How to contact us if something goes wrong, if you’re struggling with your tenancy, or if you need extra support.
✔ How we deal with problems
How we work with customers when issues happen, and the steps we take to sort things out fairly and safely.
✔ Important changes during your tenancy
What happens if you want to move home, make changes to your tenancy, or end your tenancy.
We need your feedback: Take the survey below
We want to make sure this policy is clear, fair, and helpful. Please read through the policy and then complete the short survey below to tell us what you think.
Join our focus group: Take the survey below
We are also running a focus group to talk about the policy in more detail. If you would like to take part, please tell us by ticking the box in the survey.
We are reviewing our Tenancy Management Policy.
This policy explains how we manage tenancies and licences, and what customers and colleagues can expect from us. It helps make sure everyone is treated fairly and understands their rights and responsibilities.
Why this policy is important to you
This policy is designed to help you understand:
✔ Your rights
What you can expect from us as your landlord, including how we keep your home safe and how we support you throughout your tenancy.
✔ Your responsibilities
What we need from you to help keep your home in good condition and your tenancy running smoothly.
✔ What to do if you need help
How to contact us if something goes wrong, if you’re struggling with your tenancy, or if you need extra support.
✔ How we deal with problems
How we work with customers when issues happen, and the steps we take to sort things out fairly and safely.
✔ Important changes during your tenancy
What happens if you want to move home, make changes to your tenancy, or end your tenancy.
We need your feedback: Take the survey below
We want to make sure this policy is clear, fair, and helpful. Please read through the policy and then complete the short survey below to tell us what you think.
Join our focus group: Take the survey below
We are also running a focus group to talk about the policy in more detail. If you would like to take part, please tell us by ticking the box in the survey.
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 help review and improve our Tenancy Management Policy.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.
A policy is a set of rules or a plan that helps people know what to do and what to expect. It’s written by organisations like housing providers to make sure things are fair, safe, and clear for everyone.
Policies explain how things work, like how to report a problem, what support is available, or what happens in certain situations. They help staff and customers understand their rights and responsibilities.
Example: Income Policy
Our Income Policy explains: ✅ How we collect rent and other charges ✅ How we support customers who may find it hard to pay ✅ What happens if payments are missed ✅ How we prevent arrears and offer early help ✅ What steps we take before legal action ✅ How we provide advice and signpost to support services
This policy matters because it helps customers stay in their homes, avoid debt, and ensures fairness and clear communication.
Why policies matter
• They keep things fair • They help people stay safe • They make sure everyone knows what to expect
Why your voice matters
It’s important for customers to be involved in shaping policies because you live with the results of those rules every day. Your experiences, ideas, and feedback help us make policies that work better for everyone.
When you take part in engagement, you help us: • Spot problems early • Make things clearer and easier to understand • Create fairer and more helpful services
What we can and can’t change
We can: • Make policies clearer and easier to follow • Add new ideas based on customer feedback • Improve how we explain and deliver services
We can’t: • Change legal rules or government regulations • Remove safety requirements • Make changes that go against housing law or contracts
Step-by-Step Guide
Step-by-Step Guide to Reading a Policy
1. Start with the Title
What is this policy about? The title tells you the topic for example, “Repairs and Maintenance Policy” means it’s about fixing things in your home.
2. Read the Introduction
Why does this policy exist? Who is it for? The introduction explains the purpose of the policy and who it applies to — like tenants, leaseholders, or supported housing customers.
3. Look for Key Points
What are the main rules or promises? Headings and bullet points show the most important parts. These might include timeframes for repairs, safety standards, or how to report issues.
4. Understand Your Responsibilities
What do you need to do? Find the section that explains what you’re responsible for — like keeping your home tidy, reporting problems, or allowing access for repairs.
5. Understand Citizen’s Responsibilities
What will Citizen do for you? Look for what Citizen promises — like completing repairs, treating you respectfully, and keeping you informed.
6. Find Help and Contact Info
Where can you go if you need support? Policies usually include contact details, websites, or phone numbers so you know who to speak to if you’re unsure or need help.
7. Check the Review Date
When will this policy be updated? Policies are reviewed regularly. Look for a date to see when it will be checked again — this helps you know if the info is current.
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.
