You Have a Right to Be Heard Your Voice, Your Rights in Social Housing


Your Rights as a Social Housing Tenant


From 1 April 2024, new rules were introduced to make sure social housing tenants are treated fairly and live in safe, good-quality homes. These rules are called Consumer Standards, and they explain what your landlord must do and what you can expect. We want you to know your rights, where to get help, and how to speak up if something isn’t right.


🔧 Safety and Quality Standard

What it means for you:

  • Your home must be safe and well looked after.
  • Repairs should be done quickly and properly.
  • Your home should meet the Decent Homes Standard.
  • You should get help if you need changes made to your home (like handrails or ramps).


🗣️ Transparency, Influence and Accountability Standard

What it means for you:

  • You should be treated with respect.
  • You have the right to know what your landlord is doing.
  • You can give your views and help shape services.
  • You should be able to make complaints easily and get a fair response.


🏘️ Neighbourhood and Community Standard

What it means for you:

  • Shared spaces (like stairwells or gardens) should be safe.
  • Your landlord must deal with anti-social behaviour and hate incidents.
  • You should be supported if you’re affected by domestic abuse.
  • Your landlord should work with others to make your area better.


🏠 Tenancy Standard

What it means for you:

  • Homes must be given out fairly.
  • You should get help to stay in your home.
  • Tenancy agreements must be clear and fair.
  • You can swap homes with another tenant if you want to.

ℹ️ Additional Information – Find Out More
If you want to learn more the links are on this page under standards, Click them to see full details and guidance.



📣 Your Rights to Speak Up and Get Support

As a Citizen Housing customer, you have the right to share your views, ask for help, and make a complaint if something isn’t right. Speaking up helps us improve services and make sure your home and community are safe and fair.

This section explains:

How you can give feedback and stay involved

Why your voice matters and the changes we’ve made

Where to find support and advice

How to make a complaint and what happens next



Speak Up – Your Voice Matters

You don’t need to be an expert. Just knowing that your opinion counts and that you have the right to be heard can make a big difference.

Ways to speak up:

  • ✅ Give feedback online
  • ✅ Join a focus group
  • ✅ Take a quick survey

Stay Connected:
If you want to be kept up to date with everything happening in engagement – invites to focus groups, live surveys and more – make sure you register on our Citizens Together Hub. Register Here! Once you sign up, you’ll get updates and news straight to you.


Your Voice in Action

Your feedback really matters. When customers share ideas and concerns, we make changes that improve homes and services for everyone.

  • Why is this important?
    Because when you speak up, we listen. Your views help us fix problems, plan better, and create stronger communities.
  • See the changes we’ve made:
    Check out the “You Said, We Did” section to see real examples of improvements made because of customer involvement.


Support & Help

We’re here to help you:

  • Money Advice – Get help with budgeting and benefits.
  • Repairs & Safety – Report problems quickly.
  • Wellbeing Support – Find mental health and community resources.

ℹ️ Additional Information – More Help Online
For more advice and support, visit the Citizen Housing Help and Advice page. You’ll find information on money help, repairs, safety, and wellbeing services.


How to Make a Complaint

If something isn’t right, here’s what to do:

  1. Tell us what’s wrong.
  2. We’ll look into it.
  3. We’ll give you a fair answer.

ℹ️ Additional Information – Find Out More
Please click the link: How to make a complaint or give feedback where you can find:

  • How to raise a complaint
  • Where to raise a complaint
  • What happens after you’ve made a complaint


📚 Want to Learn More?

You can read the full rules on the Regulator of Social Housing website, or contact us if you need help understanding your rights. 👉 We’ve added links to these on this page under Standards, or you can visit the government website Consumer Standards 2024.


📣 Your Voice Matters

You don’t need to be an expert. Just knowing that your opinion counts and that you have the right to be heard can make a big difference.



Your Rights as a Social Housing Tenant


From 1 April 2024, new rules were introduced to make sure social housing tenants are treated fairly and live in safe, good-quality homes. These rules are called Consumer Standards, and they explain what your landlord must do and what you can expect. We want you to know your rights, where to get help, and how to speak up if something isn’t right.


🔧 Safety and Quality Standard

What it means for you:

  • Your home must be safe and well looked after.
  • Repairs should be done quickly and properly.
  • Your home should meet the Decent Homes Standard.
  • You should get help if you need changes made to your home (like handrails or ramps).


🗣️ Transparency, Influence and Accountability Standard

What it means for you:

  • You should be treated with respect.
  • You have the right to know what your landlord is doing.
  • You can give your views and help shape services.
  • You should be able to make complaints easily and get a fair response.


🏘️ Neighbourhood and Community Standard

What it means for you:

  • Shared spaces (like stairwells or gardens) should be safe.
  • Your landlord must deal with anti-social behaviour and hate incidents.
  • You should be supported if you’re affected by domestic abuse.
  • Your landlord should work with others to make your area better.


🏠 Tenancy Standard

What it means for you:

  • Homes must be given out fairly.
  • You should get help to stay in your home.
  • Tenancy agreements must be clear and fair.
  • You can swap homes with another tenant if you want to.

ℹ️ Additional Information – Find Out More
If you want to learn more the links are on this page under standards, Click them to see full details and guidance.



📣 Your Rights to Speak Up and Get Support

As a Citizen Housing customer, you have the right to share your views, ask for help, and make a complaint if something isn’t right. Speaking up helps us improve services and make sure your home and community are safe and fair.

This section explains:

How you can give feedback and stay involved

Why your voice matters and the changes we’ve made

Where to find support and advice

How to make a complaint and what happens next



Speak Up – Your Voice Matters

You don’t need to be an expert. Just knowing that your opinion counts and that you have the right to be heard can make a big difference.

Ways to speak up:

  • ✅ Give feedback online
  • ✅ Join a focus group
  • ✅ Take a quick survey

Stay Connected:
If you want to be kept up to date with everything happening in engagement – invites to focus groups, live surveys and more – make sure you register on our Citizens Together Hub. Register Here! Once you sign up, you’ll get updates and news straight to you.


Your Voice in Action

Your feedback really matters. When customers share ideas and concerns, we make changes that improve homes and services for everyone.

  • Why is this important?
    Because when you speak up, we listen. Your views help us fix problems, plan better, and create stronger communities.
  • See the changes we’ve made:
    Check out the “You Said, We Did” section to see real examples of improvements made because of customer involvement.


Support & Help

We’re here to help you:

  • Money Advice – Get help with budgeting and benefits.
  • Repairs & Safety – Report problems quickly.
  • Wellbeing Support – Find mental health and community resources.

ℹ️ Additional Information – More Help Online
For more advice and support, visit the Citizen Housing Help and Advice page. You’ll find information on money help, repairs, safety, and wellbeing services.


How to Make a Complaint

If something isn’t right, here’s what to do:

  1. Tell us what’s wrong.
  2. We’ll look into it.
  3. We’ll give you a fair answer.

ℹ️ Additional Information – Find Out More
Please click the link: How to make a complaint or give feedback where you can find:

  • How to raise a complaint
  • Where to raise a complaint
  • What happens after you’ve made a complaint


📚 Want to Learn More?

You can read the full rules on the Regulator of Social Housing website, or contact us if you need help understanding your rights. 👉 We’ve added links to these on this page under Standards, or you can visit the government website Consumer Standards 2024.


📣 Your Voice Matters

You don’t need to be an expert. Just knowing that your opinion counts and that you have the right to be heard can make a big difference.