Residents' Annual Report
2024-2025
A legacy built to last
This year, Clarion Housing marked 125 years since our founder William Sutton set out to give people decent, affordable homes. His vision still guides us today as we continue to provide safe, secure housing and support for communities across the country.
Our latest residents’ annual report, highlights our performance between April 2024 and March 2025.
Highlights in 2024/25
Key stats from 2024-2025
Homes & repairs
- £417m invested in maintaining and improving homes
- 1,727 new homes delivered
- 1,268 jobs finished per day on average
- 90.4% repair satisfaction
Resident involvement & support
- 33,956 opportunities to get involved
- 864 evictions prevented
- £5.7m income secured for residents
Communities
- £16.2m invested in communities
- £1.14m awarded to food banks, community groups and local charities
- 21,515m² of communal land and buildings improved
Jobs & training
- 1,505 people supported into work
- 151 apprenticeships
- 5,685 residents trained
Sustainability
- £21m spent on energy efficient upgrades (solar panels, air source heat pumps)
Find out how the Customer Committee is making a difference here.
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.
The safety of our residents is our top priority.
With this in mind, we invested £41.5m over the last year to make sure our buildings are safe and secure. Building safety work carried out this year included cladding remediation, the installation of new fire doors and upgrading fire alarms.
To ensure the cladding on our buildings meets government standards, we assessed 2,456 external wall systems this year. Of these 2,417 do not require mitigation or remediation. The 39 buildings that require attention have been added to our remediation programme.
We regularly engage with our residents to ensure they have the right information to make them feel safe in their homes.
Our dedicated resident engagement team sent out fire safety instruction leaflets to over 42,000 households with information about fire door maintenance and what to do in the event of a fire.
In our higher risk blocks we have consulted with 1,120 households about our resident engagement strategy. We have also gone door to door to discuss any building safety concerns that residents may have. 100% of the residents we spoke to said they feel they are provided with the right amount of information about Building Safety to make them feel safe in their homes.
The Building Safety Regulator has awarded us Building Assessment Certificates for 4 of our higher risk buildings. These are the first certificates to be awarded to a social housing provider.
Tenant Satisfaction Measures performance
Introduced by the Regulator of Social Housing (RSH), the Tenant Satisfaction Measures (TSMs) are a standardised way to check how well social housing landlords meet resident needs.
TSMs cover important areas like property repairs, building safety, complaints handling, resident engagement, and neighbourhood management.
They help residents see how their landlords are performing and hold them accountable. In addition to helping us improve how we deliver our services to you, TSMs also serve to improve services across the wider housing sector.
TSM perception survey
The perception survey is based on what 2,500 randomly selected residents* thought about the service they received, and how they feel we are doing. Here we share some key findings and how these compare to the previous year.
We are pleased to see improvements in overall resident satisfaction, from 61% to 64%.
Satisfaction with complaint handling also increased from 20% to 25%. While this is a positive trend, we know we have a way to go to improve our complaint response times if things go wrong.
Slight improvements of around 2 or 3%, are also seen for how well we are keeping residents informed and treating residents fairly and with respect.
How Clarion is handling ASB and keeping communal areas clean and well maintained have dropped by a few points. Both of these will be watched carefully.
Our commitment and next steps
We are committed to increasing tenant satisfaction and continuous improvement. We welcome the TSMs and are already working to improve the services that are most important to you.
Through a major transformation programme, Connect, we are looking into more efficient ways to better serve our communities.
For more information and updates please visit
myclarionhousing.com/TSM
*these figures are based on social tenants, data for shared owners can be found on our website
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 37 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 2024-2025, by reading the full report below.
Built with Shorthand