Citizen Opiniones 

We purchased a property built in 2020 late last year. The property has had a variety of defects including an incomplete sewage ventilation system and a garden that is effectively a swamp.

Our main issue lies with the service charge. We have a private drive which totals around 7 metres squared, there is no communal lighting or security and therefore our service charge for this space totals less that £1 a month however the management charge for this is nearly £20 a month. There is no real explanation for why we need to pay this other than corperate greed. We have spent months trying to get to the bottom of it and have never had a coherant response. We were asked to create an account after chasing up constantly and told it was the fault of our browser eventually we found out we can't even get an account as we're homeowners!

The staff we speak to are lovely and helpful, but the company itself is as useful as a chocolate teapot. Would avoid like the plague.

Absolutely shocking company. Wouldn’t touch with a barge pole. Nothing but issues with the property. You’re bouncing between contractors & Citizen because there’s absolutely no communication and no one wants to know. Houses are literally thrown up and built by immature, half soaked boys. Houses awful quality & may as well be built out of paper.

You email multiple people including senior members yet nothing gets done or replied to.

Shoddy labour, shoddy houses, shoddy customer service. I’d be so embarrassed to work for them as a company.

Happy to send you letters about your rent going up but can’t be arsed to reply to an email.

Also, shared ownership properties have the bare minimum ie. No intergrated fridge freezer nor chrome light switches etc yet some of them do? A little unfair no? Only because you can’t sell them so you’re adding in extras yet when someone actually wants to buy these things from you, you decline…

Shocking houses. Don’t care about the state that you live in. Dont care if you’re disabled or pregnant.

If the big bad wolf was to come, they’d all be huffed & puffed and blown down.

Disgrace

Keep wondering how this careless company can still operate legally?? Property what the built way below average quality. Got mold and damp in the newly renovated flat. Called the company to inspect the issue. Gave an appointment 3 months later. Obviously noone showed up, not even bothered to call.
Wish I never touched this property and this company.

In a situation where an employee was at clear breach of GDPR and give out personal details to open energy account in you name without permission for a property i didn't live in and when a complaint was made the person handling the complaint does not look though all information or contact myself for details. dismissed like it didn't matter. this will be the second time i will be taking legal action again citizen!

Been plagued for months with a loud banging on roof above, keep promising to sort sent a guy out today said he fixed it but never knocked door dont believe he showed up driving me insane tried everything housing officer useless, mental health being affected by stress, 75 years old had cancer twice and stroke abysmal company

Useless, Uncaring & Dangerous. Block of 6 flats with communal fob style entrance & it stops working some time around 7-7.30am. Not able to enter & only occasional exit from inside yet the contractor is only available after 8.30 am & given an estimated time of repair of 1 to 5pm.

God forbid we have a fire.

As for contacting a manager or any one with any authority "Forget It"

This will be reported as far as it can be

Before Citizen came to fit new cladding, kitchen window and a new constant running extractor fan to my apartment I requested that they didn’t fit the fan, I have previously purchased my home from Citizen, so to fit the vent without my consent would be wrong but they went ahead so I requested that they put a plate internally which meant I didn't have to have the vent constantly running, so no cost and it was future proofed. All seemed well until the internal plate of metal came loose back in September '23 and I reported this to Citizen along with a request for a key for the window to enable me to open it to clean it. Nothing was done, well I had lots of engineers from Citizen attend my property to address the "Glazing issues ", I don't have glazing issues apart from cleaning and so I had to tell 7 different engineers from Citizen the story of the noisey rattling plate in the vent and the cold air over the winter caused by this. 4 months later, after I lodged a complaint they realised that as the vent was fitted by one of their contractors it was still under warranty. The contractor attended and is currently arranging to have a new plate fitted no thanks to Citizen Housing. I repeatedly told them that it would be under warranty as it was newly fitted. As of now, 4 storms and 4 months later, I await the works but alas no key to the window and obviously a key is the only solution as I'm on the 8th floor. Such a waste of my time and money on additional heating and unfortunately when you contact Citizen as a lease holder everything is done internally, you can't get past customer services, when in fact its the leasehold team I need, they only offer a call back service which regularly doesn't happen. On a separate note, I have several disabilities of which Citizen are aware. 07.57am yesterday I got a text from Citizen to say that a plasterer and electrician was on route to my property to plaster my bathroom ceiling, I was shocked that I received no prior notification of this appointment but as Birmingham City Council are due to fit a shower room for me soon I could only think this had something to do with that, I cleared out my bathroom ready for the workers who arrived at 09;20am, after several phone calls the workers left saying that the job was not for me but for someone else, so I had to put everything back into my bathroom. I complained and received a call today to say sorry and that it was an internal hitch, no surprises really. I am looking forward to selling my property and hopefully never have to deal with this company again.They just seem soo confused with simple requests, maybe a more direct route to the department required would definitely help.
Rant Over. Avoid if possible. Optima Housing, who Citizen took over were much more customer friendly.

If my review was just about their customer service staff, then I would have given 5 stars.
I have had endless problems since moving into the property and nearly all have been dealt with, by knowledgeable and professional staff, but have taken a while to resolve.
My main complaint is about ANY landlord or housing association renting out properties with energy debts on them. There ought to be a law against this. The frustrations, stress and expense this has caused me has (at times) been unbearable.
Having said that there should be even more robust laws against energy companies being allowed to make the unsuspected innocent parties go through hell for other peoples debts.
So, on the one hand I say a big thank you Citizen for your help up to date (lets hope that continues going forward), but please stop letting out properties until ALL debts are sorted satisfactorily.

I am trying to arrange a viewing on a property advertised as a shared ownership with citizen housing. I've called so many times only to be told they have 3 working days to call me back, I am now on 5 working days. Today I was given an email address to send an enquiry to, I asked the call centre guy why would my email get a response when my calls are not being returned. He could not answer me!
Does this company want to sell their homes? I have a mortgage in principle waiting to go!!!!!!!

They gave me the wrong postcode of the apartment and included the wrong postcode in the tenancy agreement.

One of the windows was cracked in summer time and more than 6 months they still haven’t sent anyone to fix it.

They also refused to return any deposit since one of the energy suppliers hasn’t ready to send final bill, even I have contacted the supplier accordingly and they do have my contact and new address, the agent still refuses to return deposit. And supplier has mentioned that there is no eta on the current property setup as it is a new build. I have definitely no idea when can I get back my money while I did nothing wrong on this.

They also requested to have the keys back before tenancy ends.

I would recommend this agent if you want some challenges in your renting.

Employ better staff that actually want to do job. don't give out misinformation resolve matters quicker by addressing the issues with concern rather than being ignored, discrimination, allowing others to do as please while I have to follow rules

I made an offer on a private rental over a month ago and am still waiting for CitiZen to reply despite nudging them several times. When I phone I am very rudely told "we don't do phones, wait for an email" but they ignore all their emails and ignore all online enquiries.

I am a high income earner and this is an expensive flat that has been on the market for over a month, why don't you want my money??

I can see from the website that the property is still available.

Don't choose CitiZen because they don't pass on offers from tenants.

I have never had such a poor experience in my life. I had random work people turn up without notice, work people not turn up for repair work, and incredibly poor contact. Let alone black soot marks left on my son's newly painted white ceiling.

More recently I was contacted by Citizen as I was in debt on my rent .... even though I have never missed a payment as they're all done through direct debit. I was told it was their error but that I am expected to pay it... I was told a note would be put on the system and I agreed to increase my DD to clear the debt and the new rent charge... I was told because there was a note I would receive no further contact about the matter.

I have since received automated messages and calls saying my rent is overdue and all sorts. I am absolutely appalled at how I have been treated.

I am unsure who or what ombudsman to complain to but I will certainly find out.

I have read all these complaints about citizen housing and every one are telling the truth I was given the keys on the day of Covid lockdown there for I could not move in for lack of being unable to buy carpets and furniture but they still took one month’s rent up front £460 of me and I’m a pensioner the flat is lovely no complaints but since then I have become unable to climb 4 flights of stairs due to spinal stenosis where my spine is crumbling, sciatica in both legs and many more problems which would take a while to write down I was told by Louise Butler that her manager Carter Williams that these problems would get better with time he knows nothing about illness’s but seems to have a degree in my problems by the way I have sent doctors, and surgeons letters to him but he still thinks he’s cleverer than them don’t bother putting on the answer from citizen that to phone them and they will sort it out as the number they give you is for repairs. The block I live in smells like a drug den, music and arguments go on all night there’s been shootings and police arrive nearly everyday sublettings are a go they don’t care as long as they’re getting their rent total waste of space

The staff and company as a whole are criminals.

I had serious criminal harrassment from two alcoholics in a flat, in the property above me.

Over at :

Sellyoak
Birmingham
B29

I ended up in Crown Court for an offence which I walked free from yesterday. I had a mental breakdown and battered the alcoholic bully.

Stay away from Citizen housing they are absolute scumbags

IAN MORETON (eviction officer)

PAULINE BROWN ( Area manager )

REBECCA LANCASTER ( Manager)

LOUISE BUTLER ( Housing officer)

WILLIAM CARTER ( Manager)

RUTH BHULLER ( Housing team manager )

PERMINDER MWAHA ( Housing officer)

KAREN HENRY ( Resolution officer)

SHELLY POWER ( Housing manager)

LORNA NORRIS ( Resolution officer)

SUE FORMASTON (Complaints manager)

ALL of these staff members are criminals and tried their upmost to bully and harrass me. Trying to childishly cause me as many problems as they could as team of bully's.

Backing up several, different criminals on many different occasions.

They will never transfer you no matter the issue. Excuse after excuse.

But if rents late they send out a search party.

THEY ARE THE WORST SET OF PEOPLE AND COMPANY YOU WILL EVER COME ACROSS.

I WON THIS TIME AROUND AND IV BEEN REHOUSED. AND WALKED FREE FROM A SERIOUS SITUATION. 😉

BUT YOU MAY NOT BE SO LUCKY !

SATANIC SCUMBAGS THE LOT OF THEM. HORRIBLE PEOPLE.
NOTHING BUT EVIL BULLYS.

I GOT THEM THOUGH !

I cost them £1000s in court fees and repossession fees and no rent, while the properties empty 🤣

YOU LOSERS, IM FREE, AND REHOUSED 🤣🤣🤣🤣🤣

Appalling housing

Citizen have stripped my rights of allowing me an emergency move as its not suitable for my situation but previously I apparently declined it. Now saying I have to move somewhere where I DONT have support. How can they do this to a vulnerable tenant?????
They don't even respond to complaints I make. This is Appalling and I'm ashamed to be their tenant

If i can give 0 I will.
Their staff are rude and think its ok to always put the phone down. When people are vulnerable and suffer with mental health and a disability, it's not ok. Then call up again explain and phone gets put down....

Citizen housing have got to be the worst housing association. I have a bathroom that is in terrible condition Which I have been complaining about for ages! They sent a senior member of staff over to take a look and he agreed that the bathroom needed fixing.These people send some incompetent work men to do the bare minimum all he did was clean the wall and didn't do any other work! As soon as rent goes into arrears they are quick to contact you to get that resolved! I am sick and tired of the abissmal service I receive from them and it looks like I'm not the only one!! You are a terrible company that treats it's tenants like rubbish. All the properties you have and the rent money you collect from them should be used to keep the properties updated and in excellent condition but you don't. It's outrageous

They came to repair my en suit bathroom and left it worse and open they said they will come back , when I said why they still didn’t come back, when I called for it , they said its time has past and they can’t do it , I have all e mails that they have responded for it and didn’t come to fix it but they don’t care , customer service has no sense like robots they keep telling same things worst customer , never ever recommend anyone

I have waited all day for cubic to fit my new fire door i have called them 3 times am i having a new door or what
Lynda evans
89 orlescote rd
Cv4 7BG