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We’ve achieved highest rating for how we’re delivering for our customers
Date published: 27.08.25
The results are in
We’ve achieved highest rating for how we’re delivering for our customers
We’re absolutely thrilled to announce that we’ve been awarded the highest possible consumer and governance ratings by the Regulator of Social Housing (RSH), following their recent inspection. This is a moment of real pride for all of us and a reflection of the incredible work happening across Citizen.
The RSH inspection focuses on three key areas
- Consumer (C) – How well we are delivering consumer standards which includes listening to our customers and ensuring homes are safe and well maintained.
- Governance (G) – How effectively we’re run as an organisation.
- Viability (V) – Our financial viability and our ability to manage a range of adverse events.
We’re proud to have achieved a C1, G1, V2 rating
- C1 – The highest score for how we deliver for our customers, showing we’re listening to our customers, keeping homes safe, and delivering services that meet people’s needs.
- G1 – The top rating for governance, recognising our strong leadership, responsible decision-making, and effectiveness at managing our risks. This also links with the consumer (C) rating – our Board seek assurance from our Customer Assurance Committee that our customers’ voices are heard.
- V2 – A compliant financial viability rating that reflects decisions we’ve made to invest in and improving existing homes and build new ones.
A collective achievement – today we also publish our annual report
This incredible result is a testament to the dedication, and care shown by every Citizen colleague. It also reflects the voices of our customers, whose feedback has helped shape the way we work and improve.
We’re especially proud to receive the top rating for compliance against the new consumer standards, introduced in April 2024, to put customer experience front and centre. It shows we’re making progress in listening to our customers and acting on feedback.
Today we’ve also published our Customer Annual Report, which is packed with great examples on how the customer voice is at the heart of what we do – bringing to life why we’ve been rated a C1.
Looking ahead with purpose
We’re not stopping here, there’s more for us to do, we’ve plans to continuously improve. We’re committed to:
- Further improving the services we provide for our customers.
- Ensuring every customer feels heard, respected, and valued.
- Turning feedback into meaningful, lasting change for our customers.
Thank You
To our customers – thank you for sharing your experiences and helping us grow.
To our colleagues – thank you for your unwavering commitment and care.
We’ll never stop doing the right thing for our customers.
Home is a foundation for life – always.
Watch more in our video below:
