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Your Neighbourhood Officer: Here to support you
Date published: 12.05.26
5 minute read
Did you know Citizen has over 50 neighbourhood officers working across our communities?
They’re here to support you, help keep your neighbourhood safe and to make sure you can enjoy living in your home.
Ryan is the neighbourhood officer for over 500 homes in Wyken, Coventry, helping customers and keeping the community safe every day. Part of his role is supporting customers when they first move in, helping them settle into their new homes and making sure they feel confident living in the community.
Helping you settle in
When you move into a Citizen home, your neighbourhood officer will visit you during your first year, after you’ve been living there for four weeks, five months and nine months.
These visits are there to make sure everything is going well and to answer any questions you may have.
On one recent visit, Ryan met a customer who had just downsized to a ground floor flat after two knee operations.
Ryan talked her through how to report repairs, what support is available and checked the property was in good condition, helping her feel confident and settled in her new home.
Preventing problems before they grow
Part of your neighbourhood officer’s role is to spot issues early. That might mean checking reports of damp and mould, visiting homes where we haven’t been able to gain access before, or helping resolve concerns between neighbours before they escalate.
Sometimes you may not be home when we visit. Other times, we may need access to check something important in your property. These checks help make sure your home is safe and your tenancy stays on track.
When we can work together and gain access quickly, it helps us resolve things much faster.
Keeping communal areas safe
Your neighbourhood officer also carries out regular estate and block inspections.
During one recent inspection, Ryan spotted fly-tipped rubbish outside a block and reported it straight away.
He also identified hazards in communal areas and spoke with customers to help keep shared spaces safe and tidy.
These regular checks help make sure the place you live remains clean, secure and welcoming.
Supporting you when things get tough
The first 12 months in a new home are especially important.
If you’re struggling – whether that’s with rent payments, damp and mould, neighbour issues, changes in your household, or personal challenges that are affecting your tenancy – your neighbourhood officer is there to talk things through with you.
They can give practical advice, explain your tenancy responsibilities, and connect you with other Citizen teams, such as our Tenancy Sustainment Team or Advice Team, if you need extra help.
Here for your community
Your neighbourhood officer is more than just a point of contact. They’re there to:
- Help you settle into your home
- Deal with antisocial behaviour or neighbour concerns
- Check communal areas are safe and tidy
- Support you if you’re worried about your tenancy
- Connect you to other support if you need it
This work may not always be obvious, but it plays a big part in keeping neighbourhoods safe, supporting customers and helping tenancies succeed.
If you’re not sure who your neighbourhood officer is, or you need support, you can contact us through MyAccount or by calling us on 0300 790 6555. We’re here to help.
Your tenancy with Citizen
Find out more about your tenancy with us, including the services we provide, our policy on managing your estate and how we look after your communal areas.
What are tenancy management checks?
We visit our tenants once a year to make sure our information is up to date. These tenancy management checks are also a chance for us to catch up with you, hear how things are going, and see if there’s anything we can do to better meet your needs.
Help and advice
Get help with understanding your bills, learn important safety information and report antisocial behaviour.
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