Where resident records come from

The Citizens directory has two kinds of records.

Residents who sign up

Residents sign up on your resident site. They give their name and home address, and pick topics and channels. Their email, text and phone contacts start as Waiting until they confirm. Mail starts at once.

Sign-ups do not ask for birth date or gender. Their profiles show "—" for these.

Your city's resident records

Citizen Loop can load resident records for your city, with names, addresses and phone numbers. Contact Citizen Loop support to load or refresh them. City staff cannot load records in the portal.

• Phone numbers and addresses from these records show as "City records".
• We do not send normal updates to these contacts. The resident must confirm first.
• For an emergency, we can use these contacts to reach residents who have not signed up.
• When a refresh no longer has a person, their record leaves search and counts.

How records are matched

When a resident confirms their first channel, we look for their record from the city. We match the same address and the same name. If we find exactly one, we link them. You then see one person, not two. The profile shows "Matched to city records".

Households

A household is the people at one address. Two spellings of the same address count as one home. People at the same address share one letter.

What staff cannot do

• Add, edit or delete residents.
• Import or export a list of residents.
• Confirm a resident's email or text for them.