Resident involvement
and collaboration insights
2023-2024
Clarion Housing’s annual impact assessment, celebrates the powerful influence our residents have on our services and home management each year.
This report highlights how we listen to resident feedback and make meaningful improvements to landlord services, information and communication.
We measure and evaluate the significant impact resident involvement has had, showing both our communities and our stakeholders, the benefits of collaborative working and our dedication to continuous improvement.
Resident involvement can include attending meetings or answering surveys. Working with residents helps us identify and address both national and local issues and concerns.
Celebrating resident involvement
We have a successful heritage of resident involvement, and to continue to be sector leading
we are committed to improving our approach. During the last year:
Ready to try something new and get involved?
We have a vibrant mix of resident involvement opportunities for you to get involved with,
either at home or face-to-face. There’s something for everyone based on your interests.
To find out more about any of our opportunities, please email getinvolved@myclarionhousing.com
Customer Committee
The Customer Committee is a newly established group of six residents, and chaired by a resident Board member. The Committee is a formal part of our
governance structure, reporting to the Clarion Housing Association Board and forms a vital part of our commitment to ensuring that residents are listened to and services are delivered to the highest standard.
We are proud to have welcomed individuals with invaluable contributions to make, regardless of experience or skill set.
For regular updates on what the Committee are working on, visit myclarionhousing.com/my-community/customer-committee
Resident Contributions
Partner projects
We are committed to ensuring resident engagement reflects our communities. Our goal is to ensure diverse engagement so we can provide inclusive services for everyone.
We work with external organisations to ensure residents are aware of their rights and the services available to them. Our partner projects include work with:
Social Housing Quality Resident Panel
The panel was launched in November 2022 and includes several Clarion residents along with around 250 social housing residents from across England. Panel members share their views on issues affecting social housing quality.
Feedback from the panel is available through reports on www.gov.uk/government/organisations/regulator-of-social-housing
Tackling Stigma in Social Housing
We have chaired this group since 2020, which includes 28 landlords and external agencies from the social housing sector. This year they partnered with Stop Social Housing Stigma, a resident led campaign group, working directly with the government to combat social housing stigma.
Housing Ombudsman Resident Panel
For the last three years, ten Clarion residents have been part of the Housing Ombudsman Resident Panel. This panel allows residents to share their experiences, influence the Housing Ombudsman Service, learn more about it, and connect with other social housing residents.
https://www.housing-ombudsman.org.uk/residents/resident-panel/
Four Million Homes
Four Million Homes is dedicated to improving social housing by offering free information, guidance, and certified training on residents’ rights. They provide free in-person training sessions and online webinars, available
on their website www.fourmillionhomes.org
Local work
Looking forward
New Consumer Standards and the ‘Better Social Housing Review’ emphasise the importance of resident voices, ensuring they influence decisions at every level and are recognised as key partners in achieving our goals.
Clarion has a strong history of Resident Involvement, and we aim to remain a leader in the sector by continually improving our approach.
In the coming year, we will launch our new five-year Resident Involvement (RI) strategy, focusing on enhancing tenant engagement through formal opportunities.
We are working with our staff to fully embed resident involvement throughout the organisation. All customer-facing staff and directors will have at least one measurable resident involvement objective, and we will provide training to support this effort.
We will introduce a new, Clarion group-wide engagement strategy, with an overarching plan that will guide all our resident engagement efforts. The resident involvement strategy will form part of this larger strategy, with approval from the Customer Committee and the Housing Association Board.
Find out more about the difference our residents have made during 2023-2024, by reading the full report below.
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