Feedback and complaints

Tenancy Satisfaction Measures

For the last three years, we’ve carried out an annual tenant satisfaction survey, alongside the quick surveys we send you when you receive a service from us. This survey asks you for feedback on certain areas of the services we provide, as well as your overall view of Citizen.


This year, we’ll do the same, but now, so will all social housing providers.  This has been introduced by the Regulator of Social Housing, to help the government understand how well all social housing associations are performing. These are called Tenancy Satisfaction Measures (TSMs).


We’re working with an external research company, TLF Research, to carry out the survey. TLF Research are a customer research agency specialising in customer experience and do a lot of work in the housing sector. They’ll be calling and emailing customers throughout February to invite you to take part in the survey.


Please take this opportunity to have your say, it’s really important that we hear from you. The TSMs will:

  • give you the chance to tell us about the service you receive from us
  • enable us to work through your feedback so that we can make real changes to our service and to your experience living in our homes

The more responses we get, the better we can understand where we may need to improve


Learn more about the new Tenancy Satisfaction Measures.

Giving us feedback and how to make a complaint



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

Details of how you can contact us are also available on the Contact us page. 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 below.


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?
Contact us to give us feedback or make a complaint

How we handle complaints

According to the Housing Ombudsman Code, the definition of a complaint is:


“An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.”


We won’t normally consider complaints about a problem that happened more than six months before the complaint is made.


Read our complaints policy

We complete a self-assessment in on our complaint handling as required by the Housing Ombudsman.

We will do everything we can to to resolve as many complaints as possible, directly with you and our frontline teams within three working days.


If we need to find out more before we can deal with your complaint, or you are unhappy with our initial resolution, we will register your complaint at stage 1 of our complaints procedure.


A summary of what to expect when handling your complaint:

  • You may receive a home visit or telephone call.
  • We will aim to provide an outcome to new complaints within 10 working days (please allow postage time for this to be received).
  • If we need more time to investigate, we will let you know and advise of when to expect a response.
  • We will aim to talk to you to discuss a resolution to your complaint.
  • We will treat you fairly, consistently and without discrimination.
  • Whilst we aim to deal with your complaint ‘right first time’, if you remain unhappy with our response, you have six months from the date of our response to request an independent review. This will be our final response.



If you are dissatisfied with the way we are handling your complaint, you can refer your complaint to your local councillor, MP or a recognised tenant panel.


The Housing Ombudsman can also be contacted directly. The Housing Ombudsman Service contact details are:


Housing Ombudsman Service
PO Box 152
L33 7WQ


0300 111 3000 (Lines are open Monday – Friday 09:15 – 17:15)


Visit the Housing Ombudsman

How to give a compliment

If you’re happy with the services we provide we’d love to hear about it.


The easiest way to give us a compliment is through My Account or you can contact us.


You can also review us on Trustpilot so that others see what you think about our service.


Contact us

Acting on your feedback

When we receive feedback we always do everything we can to act on it.


Click here for recent examples of action we have taken based on your feedback.

Customer services