Citizen Housing Group is a housing association with about 28,095 homes for social rent, mainly in the Midlands. If you're a Citizen Housing Group tenant and problems you've reported haven't been fixed, you may be able to claim compensation and get the repairs done.
How Citizen Housing Group compares
From the Tenant Satisfaction Measures Citizen Housing Group reported to the Regulator of Social Housing for April 2024 to March 2025. "Most landlords" is the median across all landlords in England.
In Citizen Housing Group's latest tenant survey, 71% of tenants who'd had a repair were satisfied with the repairs service, so around 3 in 10 were not. That's worse than most landlords.
66% said Citizen Housing Group provides a home that is well maintained (worse than most landlords).
Citizen Housing Group reported that 0.1% of its homes (about 23 homes) did not meet the Decent Homes Standard at the end of the year, about the same as most landlords.
It completed 82% of non-emergency repairs within its own target of 28 days, and 99% of emergency repairs on time.
Tenants made 137 formal complaints for every 1,000 homes, compared with 54 at most landlords, and only 35% of tenants who complained were satisfied with how it was handled.
Reporting a repair to Citizen Housing Group
Report repairs to Citizen Housing Group using their repairs phone line, online form or app, which you can find on their website. Always follow up in writing, and keep the reference number.
If it isn't fixed, chase it in writing, then use their formal complaints process. If you're still not happy, you can go to the Housing Ombudsman for free. How to report repairs, with a template.
Awaab's Law deadlines
As a social landlord in England, Citizen Housing Group must investigate damp, mould and emergency hazards within set timescales: emergencies within 24 hours, and potential significant hazards within 10 working days. From 30 November 2026 this covers more hazards, including excess cold, electrical hazards, falls and structural problems. Awaab's Law explained.
Claiming against Citizen Housing Group
You may be able to claim if you reported the problem to Citizen Housing Group at least 3 months ago and it still hasn't been fixed properly. A specialist solicitor can push for the repairs and claim compensation for what you've lived with, on a no win, no fee basis.
Start your claim against Citizen Housing Group
You can also complain to Citizen Housing Group, and then the Housing Ombudsman, yourself for free.
Other landlords in the Midlands
Sources (checked 9 October 2026):