The quickest, easiest way to report a repair, pay your rent and access a range of other services is online.


My Account is our dedicated, secure customer portal.


You can register online by answering some security questions about your account.

Once you are logged in you can:

  • Book or review a repair
  • Pay your rent
  • View your rent statements
  • Report anti-social behaviour.



Forgotten your username or password?


Don’t worry,  you can retrieve and reset these easily on My Account.


You can contact us through our customer service centre.


Our advisers are available Monday to Friday, from 8am to 6pm.


0300 790 6555

Live chat

You can contact our customer service advisors through the website. Just click on the chat icon in the bottom right corner of the screen.

Social media

You can get in touch with us on:

Via post

You can get in touch by sending a letter to our Head Office:


Citizen, Lakeside, 4040 Solihull Parkway, Birmingham B37 7YN

Feedback and complaints

We aim to give every customer the best service we can and hearing what you think about our services, good or bad, is really important.


To make a complaint you can:

  • Complete the complaint form below
  • Log into  My Account
  • Call us on 0300 790 6555
  • Send a letter to: Citizen, Lakeside, 4040 Solihull Parkway, Birmingham B37 7YN
  • In person to a Citizen staff member

When you have made your complaint a member of our team will contact you to discuss the matter further.


Information on how we handle complaints, our complaints policy and how you can access the Housing Ombudsman service can be found within the ‘How we handle complaints’ section on our website.


For further information on how Citizen processes your personal data, please read our appropriate privacy notice.


We welcome feedback from our customers as it helps us to improve our services. Thank you for taking the time to feedback.



Complaint log form
Are there any disabilities or vulnerabilities we should be aware of?

Media enquiries

For media and press enquiries email:


If your query is urgent call 0300 790 6555.


Please note our Media Team won’t be able to deal with customer enquiries. If you are a customer please contact us on the details above to make sure your enquiry is dealt with as quickly as possible.