Resident involvement
and collaboration insights
2024/25
Our annual resident involvement and collaboration insight report looks at how residents and homeowners have helped shape our services and home management from April 2024 to March 2025, showing the positive impact resident involvement has had on our services, decisions, and future plans.
*For the purposes of this report; references to residents include all mixed tenures, including general needs, shared owners and homeowners.
Celebrating resident involvement
Resident feedback shapes our policies, influences decisions, improves services and holds us to account.
It also drives greater openness and transparency in how we work. Headline achievements from 2024/25:
Ready to try something new and get involved?
We offer a vibrant mix of resident involvement opportunities for you to get involved with, either at home or face-to-face.
There is something for everyone based on your interests and time.
To find out more about any of our opportunities, please email getinvolved@myclarionhousing.com
Customer Committee
The Customer Committee completed its first year in October 2024, and it has been an invaluable time of learning and progress. The seven resident members have spent the year getting to know how Clarion works with performance related data and reviewing areas, such as complaints, repairs, and how well we are performing. Most importantly, they have challenged us to keep improving and asked for clear evidence of those improvements.
During the year, members took part in an away day with Clarion’s Housing Association Board and Resident Scrutiny Committee, alongside two joint sessions on the Regulator of Social Housing’s upcoming Consumer Regulations. Members also attended community arranged initiatives, including a door knocking event in Warrington.
The Committee helped set up a Communications Service Improvement Group (CSIG) to make sure resident voices are heard and that we maintain a strong link with our communities. Communication will now be a regular topic in future meetings.
You can read regular updates on the Customer Committee by visiting: myclarionhousing.com/my-community/customercommittee
How resident insight guides services at Clarion
It’s not just our Resident Involvement team who work with residents. We’re proud that many of our teams across Clarion are using resident insight to shape our services, policies and the way we work. Here’s how we’re doing that:
Clarion Index
Each year, 2,000 residents and shared owners take part in our 60-question phone survey covering a wide range of topics, to better understand their experiences. The findings are published in The Clarion Index every autumn. The data supports initiatives like the Lend an Ear service and Clarion Futures’ Money Guidance, helping us target help where it is most needed.
Tenancy sustainment
The Tenancy Sustainment team developed better support for vulnerable residents, launching a virtual support group for residents with a hoarding disorder and who struggle with social anxiety, allowing them to connect and support one another safely online. Residents described the support as life-changing, with two residents now helping co-develop the support group, ensuring it continues to meet real needs.
Sustainability
We’ve worked closely with residents to shape our sustainability work; from improving local green spaces to planning for net zero and retrofitting homes. Working with residents on projects reflects our commitment to placing residents at the heart of a sustainable future.
Chat bot
In 2024–25, over 60 residents helped shape and improve the Clarion chatbot through surveys and online testing. Their feedback led to improvements across 14 chatbot service journeys, including routing, supporting content and usability. The chatbot understands a wider range of common terms used by residents, making it easier to get the right support.
Regeneration
Regeneration is most successful when it keeps communities together and reflects the voices of its residents. Over the past year, residents have helped shape two major projects, in London and Plymouth, both in terms of homes and green spaces, and for the future of their communities.
Building safety
Clarion launched ‘customer safety checks’, which involves contacting residents to ask them about: building safety concerns, awareness of their evacuation strategy, any personal vulnerabilities. Resident feedback is logged through digital tools, such as PowerApps, and followed up where necessary.
Read more about how resident insight shapes services at Clarion in our full report
Local work
Looking forward
We know we can do more, and we’re committed to doing so. This year, our Board and Customer Committee approved a new Clarion group-wide Engagement Strategy. It sets out the many ways we’ll engage with residents more consistently, whether that’s through research, surveys, complaints or social media.
We’re improving our training, systems and processes so we can better track the impact of engagement and show how it shapes what we do. Residents will help co-create the plan that guides this work – ensuring their voices are at the heart of it.
Our Resident Involvement team is focussed on the future. We’re learning from residents and planning ways to make our involvement offer even better in the coming year.
• We’ll help our Board and Customer Committee get regular updates that summarise resident feedback from across Clarion.
• We’re working with residents to improve how services are reviewed and held to account.
• We’re also looking at ways to make it easier for more people to get involved – especially those with less time.
Clarion provides homes for many different people, and we’re committed to meeting their diverse needs. Our Resident Involvement team will play a central role in developing the tools and training that help all Clarion colleagues deliver our new Engagement Strategy.
Find out more about the difference our residents have made during 2024-2025, by reading the full report below.
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