Case Study

Collaboration with Citizen Housing

  • Client: Citizen Housing

  • Location: West Midlands

  • Sector: Residential

  • Value: Client Confidential

  • Commencement Date: TBC

MadigangGill were instructed primarily to provide out of hours security for the building and its residents and to be a direct and visible point of contact for customers, staff, visitors, contractors etc. Our service has developed and we are now also a point of contact for residents who may require support in an emergency or crisis and consult with emergency services where appropriate.

Citizen has grown into one of the largest social housing businesses in the West Midlands and exists to create places where people are proud to live and work. One of the UK’s most trusted social housing providers, Citizen owns and manages 30,000 homes for diverse communities across the West Midlands, from urban tower blocks to rural villages and towns.

We were awarded the concierge services at 107 Whitecross Road, Hereford. Head of Housing Support, Elizabeth Carroll felt “we believed that MadiganGill Security demonstrated that they completely understand what Citizen are about and what we want to deliver to our tenants”.

This alignment is centred around a ‘Resident First’ culture, which is demonstrated by these principles:

  • Dignity and Respect: each person is valued as an individual

  • One Team: recognising that we all add value with equal worth

  • Compassion: we operate with humanity, kindness and search for things we can do better

  • Safety & Quality: we take responsibility for our actions, decisions, and behaviours in delivering a safe environment

We will continue to develop our service offering to support Citizen customers and communities. This will be achieved through:

  1. Detailed descriptions of roles and responsibilities. Defining expected actions and ownership of their roles ensures staff know what they can do (and who will support them).

  2. Meaningful company values and management ethos. Integrity, flexibility, and transparency – values lived by our leaders, so staff start to share and reflect those behaviours.

  3. Providing two-way feedback mechanisms for nurturing best practice. Encouraging staff to explain their actions and share lessons learned, aligned to frontline services and contract objectives.

  4. Developing a culture of continuous improvement, using our QMS, allowing staff to make mistakes but creating an environment where inferior performance is not acceptable.

  5. Creating clear personal development plans. Helping staff realise their potential through our resources to re-invest in their workplace.

  6. Recognising responsible and excellent work performance - Reward and recognition procedures reinforce the right behaviours.


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