If your repair is an emergency, and outside of office hours, please call 0300 790 6555.

General queries can be raised through My Account.

Online

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.

 

Login

Forgotten your username or password?

 

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

Phone

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.

 

 

Complaints Form (New)

Contact Form

0 of 1000 max characters
0 of 1000 max characters
Are you making this complaint on behalf of someone else?
Do you have permission to act on this persons behalf?
By selecting yes, we will need to check our systems to ensure we have this permission recorded . If we don’t have this recorded, we will make contact with the customer to obtain the permission to act on their behalf. Please be aware that this may result in a delay to the complaint being investigated.

By selecting no, we will need to make contact with the customer to obtain permission for you to act on their behalf. Please be aware that this may result in a delay to the complaint being investigated.

Please provide your details.

If you are complaining on behalf of someone else, we may not be able to discuss the complaint with you due to data protection laws.

Please provide the details of the person who you are complaining on behalf of below.

Maximum file size: 8.39MB

Additional Support

We may be able to offer additional support to access the complaints process. If you feel this would benefit you, please notify us of your requirements as soon as you can. Additionally, if there are any vulnerabilities, disabilities or specific personal circumstances for yourself or anyone in your household that may be relevant to your complaint, please inform us below.

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

Media enquiries

For media and press enquiries email: PressEnquiries@citizenhousing.org.uk

 

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.