Check your landlordLandlord
Citizen Housing
Also published by the Ombudsman as: Citizen Housing Group Limited
Name shown exactly as the Ombudsman publishes it. If this landlord has merged or changed its name, older rulings may be listed under a former name.
Key figures
- Rulings published
- 115
- February 2021 to June 2026
- Maladministration found
- 66%
- 76 of 115 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 2
- rulings with this overall outcome. The Ombudsman’s 2025-26 report counts 2 severe maladministration findings (it counts findings, not rulings).
All landlords: maladministration found in 73% of rulings (13,428 of 18,334).
Open the full interactive viewSee, filter and share all 115 rulings.
Formerly
Whitefriars Housing Group Limited (4 rulings); Optima Community Association (1 ruling)
Rulings about former organisations stay under the name the Ombudsman published them under.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Severe maladministration | 2 | 2% |
| Maladministration | 31 | 27% |
| Partial maladministration | 43 | 37% |
| Reasonable redress | 6 | 5% |
| No maladministration | 27 | 23% |
| Outside jurisdiction | 6 | 5% |
“Maladministration found” on this site means the first three outcomes: severe maladministration, maladministration or partial maladministration. What these words mean.
Orders or recommendations
Number of rulings with each tag. The Ombudsman’s archive uses one tag for both orders and recommendations, and one ruling can have several. Where the outcome was reasonable redress or no maladministration, they are recommendations.
| Tag | Rulings |
|---|---|
| Compensation | 78 |
| Apology | 51 |
| Take Specific Action (non-repair) | 41 |
| Other | 16 |
| Repairs | 14 |
| Policy Review | 12 |
| Staff Training | 12 |
| Case Review | 7 |
| Process Change | 1 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Managing Relations | 61 | 50 | |
| Repairs (includes damp and mould) | 51 | 39 | |
| Financial | 18 | 9 | |
| Moving/ | 15 | 11 | |
| ASB/ | 14 | 9 | |
| Estate Management | 10 | 8 | |
| Health and Safety (inc. building safety) | 8 | 5 | |
| Information and data management | 3 | 3 | |
| Occupancy Rights | 3 | 2 | |
| Planned Works | 3 | 2 |
A ruling can have more than one category tag. 14 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2021 | 11 | 5 | |
| 2022 | 9 | 5 | |
| 2023 | 12 | 8 | |
| 2024 | 24 | 18 | |
| 2025 | 45 | 31 | |
| 2026 | 14 | 9 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
Why the home counts differ: the Ombudsman counts homes owned or managed under its jurisdiction, including leasehold homes. The Regulator counts social homes owned.
Housing Ombudsman, 2025-26
Figures from the Ombudsman’s 2025-26 report on this landlord.
1 April 2025 to 31 March 2026. Counted by finding, not by ruling.
32,307 homes owned or managed under the Ombudsman’s jurisdiction, 31 March 2026
These per-1,000 figures are the Ombudsman’s own, for 2025-26. “Cases” counts all the cases the Ombudsman dealt with about this landlord, not only the determinations below.
- Determinations (cases decided)
- 66
- Findings
- 161
- Maladministration findings
- 79
- Maladministration rate (share of findings)
- 50%
- Severe maladministration findings
- 2
- Compensation ordered
- £23,578
Name in the Ombudsman’s report: Citizen Housing Group Limited.
This report also covers its group companies and predecessors: Optima Community Association (1 ruling); Whitefriars Housing Group Limited (4 rulings).
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
29,864 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 91.3%
- Stage 2 answered on time
- 92.7%
“On time” means within the Complaint Handling Code timescales. Medians from the Regulator’s 2024/25 headline report. Contains public sector information licensed under the Open Government Licence v3.0.
Name in the Regulator’s data: Citizen Housing Group Limited.
The landlord’s own satisfaction results page (may now show 2025/26 figures)
Latest rulings
See and filter all 115The 10 most recent of 115 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 26 June 2026Case 202407648 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The landlord delayed escalating the complaint and did not apologise for this. Further, it did not identify all action to remedy its earlier communication failings.”
Orders or recommendations: Apology, Compensation
- 29 May 2026Case 202407664 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The landlord’s handling of: A referral of the resident to social services. The complaint.”
Orders or recommendations: Apology
- 27 April 2026Case 202400481 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: the resident’s reports of drainage issues and flooding in the garden of the property the associated complaint”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 27 April 2026Case 202341404 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about: the landlord’s response to the resident’s reports of rubbish and fly tipping. its complaint handling.”
Orders or recommendations: Apology, Compensation, Other
- 7 April 2026Case 202543767 · Assured TenancyReasonable redress
What the complaint was about (from the ruling) “The complaint is about the landlord’s: Response to reports of damage to the resident’s belongings and concerns about the property’s cleanliness after the kitchen refurbishment. Complaint handling.”
Recommendations: Compensation, Repairs, Take Specific Action (non-repair)
- 31 March 2026Case 202337060 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s request for ventilation in the communal area. We have also assessed the landlord’s response to the resident’s complaint.”
Orders or recommendations: Apology, Compensation, Repairs
- 24 March 2026Case 202334051 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Concerns regarding the communal lighting. Complaint.”
Orders or recommendations: Compensation
- 19 March 2026Case 202508483 · Assured TenancyNo maladministration
What the complaint was about (from the ruling) “The complaint is about the resident’s concern that the landlord did not inform her there was asbestos in her kitchen cupboard.”
- 20 February 2026Case 202409244 · LeaseholderNo maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Reports of ASB. Complaint.”
Recommendations: Take Specific Action (non-repair)
- 10 February 2026Case 202451865 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: The resident’s concerns about the heating system and draughts from the windows. The associated complaint.”
Orders or recommendations: Compensation, Repairs, Take Specific Action (non-repair)
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