Citizen Bewertungen 191

Pity I can't give u no stars as u don't deserve any thank you for ur reply as useless as it is.the way u have treated me and my issues with citizen in the last 2 years years has been absolutely shocking won't deal with my issues having explained them several times to get nowhere neighbourhood officers giving incorrect information no apology and won't even speak to me great service citizen NOT.
And don't bother replying and saying call customer services I'm sick to death of them wasting my time and their incompetent crap service.AGAIN no wonder u have so many 1 star reviews and u don't even deserve that

Absolutely terrible. It takes for ever to get through and the repairs they undertake aren't upto scratch. They put my bathroom vent the wrong way. The bathroom sink does not fit the base. The toilet lid is askew and ther shower rail is not level. The kitchen units are not live and have massive holes which led to me been onfested by rats which I had to pay for out of pocket. They did not replace the units just patched it with industrial steel wiring which is not meant for the job they used it for. Got to the point no point complaining. But the minute u are late with rent u get a repossession order. How does that work.

They are not interested in anything other than rent and to visit your home for 'Inspections', when they visit they pretend there are issues and then have made up solutions to them that requires another visit and then more visits!, they also make appointments for you and expect you to be at home!! One or two day notice!, I dont need visits! Also they pick and choose who to visit and for what reasons!I Need to be left alone and be allowed to live my life thank you very much. If this isnt stalking I dont knkw what is.

I will recommend this to everyone, please do not buy a house through them. I’ve had a horrific experience and I am trying to encourage others to not do it.

I honestly don't have a clue how anyone deals with this company. They make appointments for you and just hope you're at home without your knowledge, they want you to take 2 days off work so they can change electric systems in thier property. Do they not understand that people work? If you want me to take time off so you can do work on your property, then by all means pay me for the time I've lost off work. I'm rarely at home until between 16:00 and 18:00 on weekdays so it's very difficult to have workers over when they seem to finish at 17:00. I also have to work you know.

The companies who work for them like sureserve are absolutely shocking aswel, they do the same and just book appointments for you then have a problem when you're not at home. Also citezin why don't they have an email service? Or even a message service on their app? Make contact easier instead of waiting for one of the receptionists to answer for half hour. The computer Systems are clearly far to slow and need updating! I've only been with citizen housing for 2 years and I'm already tired of them. Stop making appointments for me and start updating your systems so it's easier for your occupants to get in contact. Stop hoarding all the money you make and start spending it where it counts!

I live on new development where unfortunately there are also citizen residents. We have had to endure antisocial behaviour the who whole time we have lived here which is nearly 2 years. I've had to buy a house alarm and cameras to protect our property and belongings. The police have also had to be involved several times. There is a constant mess - wheelie bins left everywhere, rubbish left outside front doors for weeks on end, antisocial behaviour, screaming, shouting, swearing, all that we can hear from inside our homes, cars driving erratically in a cu-de-sac, dogs constantly barking and being loose in public areas, people being threatened, defacing public areas, people sitting outside the front for hours on end, tiny children running all over the road. Myself an other residents (including some other citizen residents) have been complaining for 2 years and nothing has changed. Citizen are not even enforcing the conditions in their own tenancy agreements!! I've quoted which sections the residents are breaching and nothing gets done! All we get told is "well I've spoken to them". Two years of you speaking to them has done nothing. They blatantly lie to the neighbourhood officers faces. I've had enough. We live in a beautiful village and I never once thought buying a house here would cause so much harm to my mental health. Well citizen, you've had 2 years to sort this out and I've had enough. I will now be going to the ombudsman.

I wouldn't even rate these 1 star. As an organisation they are not even organised. Customers are trying to upkeep their properties but they don't seem to care. Citizen are very flippant in response to complaints, reported repairs etc even though Service charges are paid by residents to cover these costs. One such repair took over 6 months to do, not acceptable. You have to constantly chase them to follow up as they do not communicate much with you. Frustrating.

My complaint to Citizen:

I have had numerous problems with Citizen Housing since becoming a tenant 2½ years ago, this is simply the latest. I called Citizen to request the Electric Cupboard to be opened between 10am - 2pm on February 10th because my electric meter needed to be replaced. The Meter Cupboard is in the communal area. No residents have the key to open it and Citizen requires 10 working days to open it. I called initially on Feb 2nd to arrange this and was repeatedly reassured that the appointment was made and that a cleaner would come to open the cupboard so the Electrician could complete his work. The British Gas Electrician was due on the same morning.

At 10.20 I called Citizen again, to query why the cupboard hadn't been opened yet. I spoke to a staff member, he tried to contact Citizen's Estates but was told the cleaner was off work and no other cleaners were in the area. He then tried to contact my Housing Officer but couldn't get through. When I told the Citizen staff member it was an emergency he told me he had exhausted all he could do and that the cupboard would remain locked.
This is clearly appalling customer service and something that appears to endemic at Citizen Housing.

I have PTSD and an Anxiety disorder and find liaising between two services quite difficult. This has made a stressful situation worse as I feel that even when you attempt to do things correctly other people's negligence will still make the problem worse. Instead of supporting their residents, Citizen just create new problems or make things worse. They only listen and act on an issue if you make an official complaint. Appalling customer service and an utter lack of support for their residents.

The company has Incorrect data regarding me I have told them to update it but looks like getting that done is difficult, also wonder why there isn't accurate data in the first place?

I’ve had a complaint with Citizen since early in 2021, they had outright refused to correct the incorrect data that they held, they had taken a hostile tone at points and made me out to be crazy, however they have only just (January 2026) admitted that they have held the incorrect data the entire time and that I was in fact not crazy. They’ve caused actual harm in that time through their refusal to correct the data. They have repeatedly threatened to take legal action against me in this time, they accept now that it was their fault alone. It should not take more than 4 years and the threat of legal action for Citizen to add a simple correction, but every step of the way they would read the previous notes and suddenly switch up and start talking to me like I was an idiot. It was infuriating trying to deal with them, they behave like children who don’t want to be told that they are wrong. They also contradict their own staff leaving you unsure as to who to believe.
Their reply shows how inept they really are, I have been trying to resolve it for more than 4 years. Saying to call on the number that I have done since 2021 really is the cherry on top. If this company was not a social housing provider they would have gone bust already.

Citizen housing will go on about anti social behaviour but don't realise it's there fault for putting people who they move in that cause anti social behaviour !

Im in a block with all men, with being the only female. God knows why they moved a traveller in.

But I have had nothing but issues. I have rang up multiple of times reporting my concerns and all they say is we will log it down 🙄

I get sent diary sheets through the post. I documented and dated everything with what was going on and sent it back to them. But yet no action was taken

They only take action if it hits the fan.
I have been a good tenant for them for 10 years and I can honestly say I couldn't care if I left tomorrow 🖕

My experience with Citizen Housing has been deeply disappointing.

Despite raising repeated and well-documented concerns about safety and antisocial behaviour, Citizen Housing consistently failed to act in a timely or effective manner. Communication was poor, responses were slow or non-existent, and responsibility was frequently deflected rather than addressed.

What is particularly concerning is the lack of meaningful intervention even when issues posed a clear risk to neighbours’ safety. Formal complaints did not result in practical solutions, and escalation routes offered little more than procedural box-ticking. At no point did I feel that Citizen Housing took ownership of the problems or treated them with the seriousness they deserved.

For a housing association entrusted with resident welfare and good neighbourliness, this level of inaction and disengagement is unacceptable. Based on my experience, I would not recommend Citizen Housing to anyone expecting responsive management, accountability, or a genuine commitment to tenant safety, well-being, or good neighbourliness.

UPDATE:
In your reply you said "We really would like to help you get these issues resolved". In the meantime, however, your failure to take heed of and properly assess the risk of dangerous dogs kept at one of the properties you own has led to a dog attack in which a cat was torn to pieces and another dog was severly injured, to the extent that it had to be put down. Your negligence has now led to the preventable death of two pets. Could have easily been a child.

On Jan 13 2026, at 11:55 am, wrote:
Hello,

As informed in my initail email regarding the boiler repair, my mobile phone is not working to accept calls or text messages. Therefore you will not be able to call me to discuss anything!

Please use only emails for communications from now on.

Kind Regards
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On Jan 13 2026, at 11:48 am, infoHATcitizenhousing.org.uk wrote:

Dear,

Thank you for contacting us on the 12th January 2026.

Subject: Re: No Show 24h Emergency Engineer Boiler Assessment

I called earlier this morning but was unable to speak to you about the issue with your boiler. Please accept our apology that you have been without heating and hot water since the 09th January.

Please can you call us on 0300 790 6555 or confirm if you will be available for the next 24hrs, so that we can send out a gas engineer to try and resolve the issues with your boiler.

I have also forwarded your email to the Income Team to request a copy of the rent review letter.

Yours sincerely,
Citizen Customer Experience Centre
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On Jan 12 2026, at 8:56 pm, wrote:

I also require all outstanding Subject Access Requests completed via the information Commissioner's Office.

Kind Regards

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On Jan 12 2026, at 8:51 pm, wrote:
Hello,

No engineer attened my property to assess the 24 hour call out emergeny boiler repair i raised on the 9 January 2026, nor to this date of writing this email.

The non attendence caused me to be left with no heating or hot water over the coldest period at the time of logging the repair. Therefore your text message claiming your attendance is incorrect.

You also state my rent standing order has increased from: £468.42 to 488.43.

Therefore as my rent increased last year on 6/10/2025 (Only 2 months ago), can you post or email the new rent increase as a documented legal request you state.

-Message- Citizen have tried to gain access to your home to carry out a recently reported repair. If you would like us to attend please call Citizen on 03007906555 or email complianceHATcitizenhousing.org.uk to rearrange this repair
2026-01-12 10:38:43 
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-Message- Your rent increased on 06/10/2025. Please increase your rent standing order to £488.43 to cover your rent and agreement. Thanks. Leigh, Citizen.2026-01-12 15:19:38

Kind Regards
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From:
Subject: Re: Responding to your email to Citizen Housing Group
Date: Jan 9 2026, at 12:45 pm
To: infoHATcitizenhousing.org.uk

Hello,
I will be at the property.
Kind Regards

On Jan 9 2026, at 12:27 pm, infoHATcitizenhousing.org.uk wrote:

Good Afternoon,

Thank you for contacting us on the 9th January 2026.

Heating Repair
Thank you for your email. We have tried to contact you to discuss further but have not been able to reach you.

With the heating repair, this would be classed as a 24 hour emergency repair. Please can you confirm if you will be at the property for this amount of time, for us to be able to raise this for you?

Yours sincerely,
Citizen Customer Experience Centre
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Hello,
Heating not working properly. Tank not topping up when turning the dial to do so.

Mobile phone not working so cannot make calls to report repair or receice text messages.

Cannot report repair on citizen website as not alllowed.
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On Jan 9 2026, at 1:14 pm, infoHATcitizenhousing.org.uk wrote:
Good Afternoon,

Thank you for contacting us on the 9th January 2026.

Heating Repair

Thank you for your email and for confirming.
This repair has now been raised and an engineer shall attend within 24 hours.
If you require any further assistance, please do not hesitate to contact us.

Yours sincerely,

Citizen Customer Experience Centre

Alpha house bins are over flowing. Tonnes of rubbish/broken glass/mouldy food/furniture blocking rear entrance(s). Rubbish on stairs. 1 lift has been in 'fixed' and broke again immediately afterwards. Other lift is on the verge of breaking down. Constant flow of drug addicts up and down the stairs. Human feaces and bodily fluids on stairs. Concierge have a major attitude problem when any of these problems are flagged (not their job) phone citizen and left on hold for over an hour and then told to call the same number that forwarded me to them in the first place. Alpha house block in rancid, unhygienic and UNSAFE for vulnerable people!!

I have requested repairs 3 times the first time they gave a time and date, and then rang same day to say they couldn't make it. ended up doing it myself. Second time I was told nothing could be done. Third time a date was arranged and was rang again on same day by plumber saying he wouldn't come over as he was doing a repair elsewhere. No new date given, been a week without using bathroom sink as the U bend leaks. If I have to do it myself then Citizen can take responsibility for any water leak that affects the flat below. I work full time, so only available time is Friday afternoon after 1.30 pm, maybe their workers like to finish early so fob residents off with broken appointments, I don't know but it seems this way.

I had to wait two weeks to get my shower repaired but when the electrician came he ended up changing the shower but didn’t change the old pole with the shower holder. He just took the new shower holder pole with him. It looks really odd and the new shower head doesn’t fit the old shower holder properly. I don’t understand why he just didn’t bother to change the shower holder when one came with the new shower.

Sam Carpenter and Jamie recently carried out plastering work at my home on behalf of John Pullen, and I couldn't be happier with the results. From start to finish, the service was excellent. They were both friendly, professional, and clearly take great pride in their work.
Their attention to detail was spot on, and they made sure everything was completed to a high standard. They also treated my home with respect, keeping things clean and tidy throughout the job.
I would definitely recommend Sam and Jamie to anyone looking for quality plastering/carpentry work – they did a fantastic job! Thank you so much very much appreciated.

There isn't a choice for no stars, as I would of put that !!
I took a day of work, which means I lost a day's pay, to wait in for a Gas Safety inspection. No one turned up !!
And no one bothered to inform us that nobody was coming. It took my husband to phone citizen to find out what was going on. What a joke !!
It now means we have to wait for another appointment. Which means I will have to take ANOTHER DAY OF WITH NO PAY. not happy at all with the lack of service.

the scheme i live on,well looked after and got a great scheme manager,could not ask for more,would never want to move from here,got great neighbours aswell,and so peaceful,thank you

( ANTI SOCIAL FAMILY )

K*RAND*EP KUM*R, DIDN'T LISTEN OR TAKE MY COMPLAINT SERIOUSLY AT ALL. BUT SEEMED TO LISTEN TO WHATEVER THE WHITE ENGLISH FAMILY SAID AND SEEMED TO DEFEND THEM A LOT. CITIZEN HOUSING NEED MORE BLACK NEIGHBOURHOOD OFFICERS THAT CAN RELATE TO AFRICAN/AFRICAN CARRIBBEAN COMMUNITIES.