Welcome from Michelle

Although this year has had its challenges, I am incredibly proud of the fact that we have remained firm in our commitment to provide you with the best possible service, to champion your needs, and make a real difference for you and your community.

Testament to this is our customer satisfaction score, which at 83.4%, is the highest recorded at Clarion. However, we will never be complacent; we recognise there is more to do, improvements to be made, and therefore we will continue to review and enhance our services in every area.

Rooted at the heart of everything we do is our mission to provide good and affordable homes to those who need them the most. Our residents deserve to live in a good quality, safe and sustainable home that is taken care of over time. For that reason, we have invested £136 million in our planned investment programme for our existing homes, an increase of more than 40% on the previous year.

However, we know we don’t always get it right and there have been times when we, and other housing organisations, have been under the spotlight in terms of the quality and maintenance of our homes. We apologise unreservedly for the occasions our service has fallen short of what our residents rightly expect. We have the processes in place to adapt quickly, put things right and learn from when we have got things wrong in order to improve. We wholeheartedly welcome the recent changes to the Social Housing Regulation Bill, which holds landlords to account, and offer our full support to the government in achieving change.

Unfortunately, in June 2022 our services were disrupted by a cyber-security incident. We rapidly enlisted the services of our external experts to bring our systems back in a safe, secure way. Our systems have now been restored and we’re operating a full service.

I am determined that we deliver a consistently great service to you, and that we continue to make a real difference. I have taken the lead in sparking a new national conversation with you; listening to your views and applying them to shape our services. Furthermore, alongside our core services, we are tailoring them to fit your neighbourhood and provide bespoke solutions.

We know that the year ahead is a critical time as the cost of living spirals. We remain dedicated to providing free support and guidance to you, our residents, when you need it.

As we embark on this challenging chapter, we will continue to adapt and evolve to better serve your needs. We will listen and support you, invest in our homes and communities for the long-term, and work hard to improve our services, so you can be proud to live in a Clarion home.

Best wishes,
Michelle Reynolds
Chief Customer Officer