Residents' Annual Report

Key stats from 2022-2023

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 81% in customer satisfaction.

In June 2022, we were targeted by a cyber-attack, which had an impact on our services and systems, temporarily affecting how we connected with our residents. Bringing our services back safely and securely was crucial, along with how we communicated with our residents.

Over the last year, we handled 242,490 online enquiries (via social media or live chat) and responded to 122,230 social media posts.

More than 66,000 residents have online accounts and can make payments, view their statements and charges, request repairs, contact us, and update their details 24/7.

Last year, around 39,000 residents got involved with meetings, surveys, emails and local events and gave us their feedback, which will help deliver more effective problem-solving and improved services.

Our Clarion repair teams complete more than 1,000 jobs every working day, with 88.8% customer satisfaction.

Clarion Futures invested £14.8 million into our work with residents and communities.

Our jobs & training programme delivered 27,375 digital skills support interventions and supported 2,114 people into work and 120 people placed into apprenticeships.

We delivered 2,032 new homes and spent £397m on maintaining and improving existing homes. We were awarded a £4.3m grant fund to upgrade the energy efficiency in our hardest-to-heat homes. We will continue with the delivery of energy efficiency works and are committed to this area for the coming years.