Residents' Annual Report
2023-2024
We have been providing homes for those who need them most for nearly 125 years.
Around 360,000 people live in a Clarion home.
Our team of 4,000 Clarion staff work together to make a difference.
Our Clarion repair teams complete more than 1,000 jobs every working day.
We are investing in our homes to make them more energy efficient and fit for the future.
Our latest resident annual report, highlights how we performed between April 2023 and March 2024.
Highlights in 2023/24
Michelle’s video update
Key stats from 2023-2024
We look after more than 360,000 residents, with a focus on delivering the best possible service for them. We maintain and invest in our homes to make them more energy-efficient and fit for the future.
We make every effort to meet the needs of our residents, and this starts with delivering good customer service. Last year we achieved a score of 83.8% in customer satisfaction.
More than 72,000 residents have online accounts and can make payments, view their statements and charges, request repairs, contact us, and update their details 24/7.
During the last year, 60,863 times residents helped shape our services.
Our Clarion repair teams complete more than 1,200 jobs every working day, with 89.9% customer satisfaction.
Clarion Futures invested £16.5 million into our work with residents and communities.
Our jobs and training teams supported more than 26,000 people with invaluable advice and training, with over 8,100 securing work.
We invested more than £101 million in maintaining and improving residents’ homes and helped prevent over 800 evictions.
As the climate crisis becomes more urgent, we are continuing our crucial journey to reduce our carbon footprint and achieve net zero. We have already made significant strides with 828 sustainable measures put in place in our homes.
Building Safety
Keeping our residents safe remains our top priority, and we continue to invest in ensuring our buildings are safe and secure.
During 2023/24 we spent more than £40.5 million on building safety work, including cladding remediation, installing new fire doors and upgrading fire alarms across our buildings.
We worked and engaged with residents to understand how fire safety works on external wall systems will affect them. With the support of our dedicated Communications and Engagement team, residents will be kept informed with safety information and work progress.
We also submitted applications for Building Assessment Certificates for five Higher Risk Buildings under the new Building Safety Act, which included a distinct Resident Engagement Strategy for each of these.
By the end of 2023/24 we had completed external wall appraisals to 625 of our buildings to ensure the cladding on our buildings meets government standards. To date, we have successfully engaged with 12 separate developers on 65 buildings to address any faults, 56 of which are now signed off or complete.
We have also directly undertaken works ourselves to another 37 blocks to address external wall issues.
Tenant Satisfaction Measures
Tenant Satisfaction Measures (TSM) are a set of standards introduced by the Regulator of Social Housing to track how well housing providers are meeting the needs of their residents and ensuring they are providing quality homes and services.
Covering important areas, such as property repairs, building safety, complaints handling, resident engagement, and neighbourhood management, they help residents see how their landlords are performing and hold them accountable.
Published annually on our website, we reported our first scores in July along with the steps we are taking to improve. Currently, the scores are not where we want our performance to be, or where we expect them to be this time next year, but they do align with areas we have already identified for improvement as part of our major transformation programme.
At Clarion, being transparent is of paramount importance and we are committed to continuously improving our services. In addition to the TSMs, we will continue to publish our performance regularly through several ongoing initiatives and reports, which you can see on our website.
Visit myclarionhousing.com/about-us/tenant-satisfaction-measures to check out our latest performance.
Working with Regional Scrutiny Committees (RSCs)
Our residents are represented on Scrutiny Committees in each of the regions we operate. Committee members focus on specific projects and report back to our Housing Association Board with feedback to help determine our future work.
With 39 RSC members across Clarion, here is what just a few of them had to say about the last year's reviews.
Ready to try something new and get involved? Email getinvolved@myclarionhousing.com for more information.
Find out more about what we achieved during 2023-2024, by reading the full report below.
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