Citizen claim to be one of the UK’s most trusted social housing providers, Citizen owns and manages 30,000 homes for diverse communities across the West Midlands, from urban tower blocks to rural villages and towns.
Being a citizen is a hugely important concept. It means being part of society, having a stake, having rights and responsibilities and being respected, as such Citizen have set out a clear social purpose, which is to provide homes that are a foundation for life. Citizen are aware that there are some fundamental challenges people in our communities face and as such they want to be an organisation which can help them deal with these.
RSH Strapline judgement
Provider: Citizen Housing Group Limited
Name or Reg Code change details: None
Regulatory code: 5075
Publication date: 30 March 2022
Governance grade: G1
Viability grade: V1
Regulatory route: In Depth Assessment
Housing Ombudsman
The complaint is about the landlord’s response to:
The resident complained of delay and poor-quality work by the landlord in its installation of a level access shower.
The complaint concerns the landlord’s response to the resident’s complaint and request for compensation for an increased water bill.
The complaint is about the landlord’s response to the resident’s ‘Voluntary Right To Buy’ (VRTB) application.
The complaint is about the landlord’s handling of: The resident’s reports of the poor condition of her bathroom. The associated complaint handling.
The complaint is about: The landlord’s handling of the resident's reports of various repairs at the property, including to the floorboards, toilet, and to prevent pest access. The effect of outstanding repairs on the resident’s family’s health.
The complaint is about: The landlord’s handling of the resident’s requests for repairs to the floorboards in his property prior to July 2020. The effect that the condition of the floorboards had on the resident’s health. The resident’s concerns regarding the energy performance certificate for the property. The landlord’s handling of the resident’s requests, from July 2020 onwards, for repairs to the floorboards in his property.
The complaint is about the level of compensation offered to the resident for repair delays and lack of communication.
REPORT COMPLAINT 202004238 Citizen Housing 18 August 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set […]
The complaint is about the landlord’s handling of the resident’s reports about: The heating in her property not working. Damp and mould in her property.
The complaint is about the landlord’s handling of the resident’s request for adaptations to her property. The complaint is about the landlord’s handling of the resident’s reports of cold spots and drafts in the property.
The complaint was about the landlord’s: Response to the resident’s reports of damp at the property and request for repairs. Handling of her complaint.
The complaint is about the level of the service charge and the explanation provided by the landlord for its increases.
The complaint is about the landlord: providing inaccurate information to the resident about the number of years remaining on the lease; making a decision about which potential buyer to sell the property to; charging the resident an administration charge; charging the resident for the survey for the lease extension.
REPORT COMPLAINT 202015791 Citizen Housing 5 November 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is set […]