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Home | Get involved | How our customers shape what we do

How our customers shape what we do

Have thoughts or feedback about our services? We’d love to hear from you. Discover how we make sure our customers are at the heart of everything we do.

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We’re proud to involve our customers in shaping what we do, from big decisions right through to everyday services. One of the ways we do this is through our Customer Assurance Committee and our Scrutiny Panel. 

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Customer Assurance Committee

Our Customer Assurance Committee is part of Citizen’s formal board structure and plays a key role in influencing our work. 

The Committee represents thousands of our West Midlands customers and ensures that our tenants and leaseholders’ voices are reflected in everything that we do. Members of the Committee gain valuable experience and also benefit from training opportunities. 

Joan Allen (14) Min

Joan Allen, Customer Assurance Committee Chair

“Giving customers opportunities to contribute results in them having more pride in their home and local environment because you are giving them a feeling of ownership, responsibility and sense of belonging.”

Summaries of Scrutiny Reviews

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Active and community engagement

If you’re passionate about your local community or specific services we provide, there are lots of activities you can get involved with. 

Join us on local walkabouts, specific topic discussions either through surveys, focus groups or take part in a task and finish group.

Find out more
Gateway Customer 2025 (23)

Kim, Citizens Together Hub member

“I joined the Citizens Together Hub because I wanted to have my say and share my opinion on things that impact other customers. There are lots of projects to get involved with, and being a member gives you a chance to change the services we get. Everyone should join!”

Join the Citizens Together Hub

The Citizens Together Hub is an online community where you can share ideas, discuss what’s important to you and tell us what you think of our work.

 

Every Citizen customer is welcome to join, and registering only takes a minute.

 

Join the Citizens Together Hub now

 

Once you’ve joined up, you could choose to:

 

  • share your views on our work
  • feedback on our consultations
  • connect with other customers 
  • see our ongoing project groups
  • find out more about community projects
  • learn how you’ve helped make a difference
  • access training and support
  • see upcoming events

How to make a complaint or give feedback

We’re committed to giving our customers the best possible experience, so we always want to know what you think we’re doing well, and where we could improve things.

How to make a complaint or give feedback

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