Independent · not part of Citizen
Citizen complaints, compensation and disrepair claims
Your options if Citizen hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Citizen repairs
LandlordCitizen
Has Citizen been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Citizen’s repair contactsFree to check · About 2 minutes
You can complain to Citizen, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Citizen hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Citizen for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Citizen
This can get Citizen to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Citizen to put things right. In its recent decisions about Citizen, it ordered between £200 and £500 in compensation.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much. Citizen’s own target for a routine repair is 25 working days, so a repair left longer than that is already late by its own standard.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Citizen
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Citizen asking for the repairs and compensation. Under the court rules for housing conditions claims, Citizen should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to Citizen
Citizen has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Citizen
Acknowledged within 5 working days, with a reply within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Citizen to put things right.
Complaints pagecitizenhousing.org.uk
From citizenhousing.org.uk, checked 5 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimCitizen’s record
What the regulator and Ombudsman found
Aug 2025: The regulator found Citizen runs an effective and timely repairs service, keeps accurate records of the condition of its homes, manages damp and mould risks effectively and handles complaints fairly and promptly.
of Citizen tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Citizen in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 27 August 2025; Citizen tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Citizen
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Citizen at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled reports of drainage issues and flooding in the garden of the property. Read the decisionMaladministration
£500 ordered - How it handled heating concerns and window draughts. Read the decisionMaladministration
£200 ordered - How it handled communal lift repairs. Read the decisionMaladministration
£250 ordered
Source: Housing Ombudsman decisions.
Has Citizen let you down too? You could claim compensation.
Start your claimQuestions
Citizen complaints and claims: questions
How do I complain to Citizen about repairs?
Through its complaints page: citizenhousing.org.uk. Say what the problem is, when you reported it, and what you want done.
How long does Citizen have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a reply within 10 working days. Stage 2: acknowledged within 5 working days, with a reply within 20 working days.
Can I claim compensation from Citizen for damp and mould?
You could, if you reported it and Citizen didn’t fix it in a reasonable time. A law firm on our panel can take it up with Citizen for you.
Start your claimHas the Housing Ombudsman found Citizen at fault?
In 2024/25 the Ombudsman found maladministration in 62% of its findings about Citizen. Recent decisions about its repairs are listed above, with the compensation ordered.
Why use Report Repair?
A law firm on our panel takes your claim up with Citizen: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Citizen on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Citizen?
Other landlords in the Midlands
- Amplius complaints and claimsHousing association
- City of Lincoln Council complaints and claimsCouncil
- City of Wolverhampton Council complaints and claimsCouncil
- Community Housing complaints and claimsHousing association
- Connexus complaints and claimsHousing association
- Midland Heart complaints and claimsHousing association
- Platform Housing Group complaints and claimsHousing association
- whg complaints and claimsHousing association
Still waiting for Citizen to fix it?
About 2 minutes. No documents. Free to check.