If you have concerns about repairs – please get in touch with us

If you have concerns about repairs – please get in touch with us

We’re committed to keeping your home safe and well maintained so if you have an issue with repairs, please get in touch with us.

We know we don’t always get it right and we’ll always work with you to fix that.

If things have gone wrong, we need you to tell us so we can resolve any issues quickly and improve our services.

You can make a complaint by logging into My Account or by calling 0300 790 6555.

You may also be entitled to compensation because of your complaint.

Some companies may call you and say they will make a housing repair claim for you. They might promise a new kitchen or bathroom, quicker repairs or a lump sum of money.

They will often advise you not to contact us or let us in to complete a repair (which is a breach of your tenancy conditions). This can also lead to longer repair times and out of pocket expenses.

If you go ahead with a repair claim, it will be given to a solicitor, and they will handle the claim between yourself and us.

Often solicitors charge a high fee for this and there may be other issues including hidden costs such as legal costs if your claim isn’t successful, fees if you change your mind and it can take a lot of time to complete the claim.

We have also received reports of repair companies pretending they are from Citizen and showing aggressive behaviour towards our customers. We would encourage you not to engage with anyone who says they are from Citizen and isn’t able to provide identification.

If anyone is seen inside our blocks pretending to work for Citizen or touting and using aggressive behaviour, we will consider this as trespassing and will not hesitate to take legal action.

If you feel you are being targeted by a company, ask them to provide ID and be alert of anyone asking you for money or bank details. It’s also important to be wary of any links and attachments – never enter personal information, password or bank details after clicking a link.

If you don’t feel safe, contact the police.

You can find out more information about claims by visiting the Housing Ombudsman website.

If you’re worried you have been a victim of a scam or fraud, contact Action Fraud at 0300 123 2040 or via their website.

For media enquiries contact our Communications Team.