Residents' Annual Report


Providing a home is just the start of what we do to support people.

During 2020-2021, we responded to the challenges of Covid-19, supporting residents and adapting our services. Watch highlights from the year below.

Welcome from Michelle Reynolds and Richard Towes

Key stats from 2020-2021

Providing a home to 350,000 people across the country, we’re committed to delivering a high quality customer service and over the last year achieved 80% customer satisfaction.

Our contact centre teams answered 989,183 of your calls within an average 83 seconds waiting time and responded to 52,235 social media posts.

Clarion Futures invested £13.7 million into our work with residents and communities, despite the obvious challenges posed by the pandemic.

We engaged with you on more than 23,400 occasions, including 20 surveys via your Clarion Voice online community.

Our jobs & training programme delivered 13,998 digital skills support interventions and supported 2,558 people into work and 215 people placed into apprenticeships.

Through our planned improvement works we spent £75.5m towards making improvements and refurbishments to kitchens, bathrooms, roofs and boilers to approximately 15,500 homes, with an overall resident satisfaction average of 92.8%.

We continue to progress with each of ambitious projects and in the year 2020/21 built a record 2,126 new homes.

Find out more about what we've achieved during 2020-2021, by downloading the full report below.