Welcome from Kate

I am delighted to introduce myself as Clarion’s new Chief Customer Officer.

This autumn marks a new chapter for Clarion as we say a heartfelt thank you to Michelle Reynolds, who retired earlier this year after 35 years of incredible service. Michelle’s dedication to residents and colleagues alike has made a lasting difference, and I am proud to build on the strong foundations she helped to create.

I have joined Clarion because I believe deeply that every resident deserves a home that is safe, comfortable, and affordable. My focus will be on listening, learning and acting; understanding what matters most to you and making sure every interaction with us feels fair, responsive and respectful.

Over the past year, we achieved a customer satisfaction score of 84.7%, exceeding our target, and invested more than £417 million in repairs and improvements, with a repairs satisfaction score of 90.4%. Tackling leaks, damp and mould remain a top priority, and we are continuing to strengthen how we respond when things go wrong.

We are also raising safety standards across all our properties, including cladding remediation, new fire doors and upgraded alarms. This year alone, we have spoken directly with over 1,100 residents in higher-risk buildings to discuss building safety and share updates.

We know that the cost of living continues to put pressure on many households. Through Clarion Futures, we are helping residents navigate these challenges by offering free training, digital skills, employment support, and wellbeing programmes to help ease the pressure.

Looking ahead, we are focused on preparing homes for the future, making them more sustainable and affordable to run. Residents are at the heart of this work, as we aim to create greener communities with greater biodiversity and better access to nature.

But I also know there is much more to do. We don’t always get everything right, and I am determined that we keep improving, learning from your experiences and building stronger relationships based on trust and transparency. Above all, I want to make sure we are supporting you and your families to live well in your homes and communities.

With Clarion’s 125-year heritage behind us, we will continue to evolve, to serve you better, support your community and build a brighter future together.

Best wishes, 

Kate Still
Chief Customer Officer