Resident involvement impact report
Working together with residents in 2025/26
Foreword
This annual report shares how residents and homeowners have actively shaped our services and the way we manage homes over the past year.
Covering April 2025 to March 2026, it highlights the ways residents’ views, lived experiences, and ideas have directly influenced decisions, driven improvements, and helped shape our future plans.
It brings together the many ways residents have chosen to get involved - whether through consultations, meetings, surveys, or providing day-to-day feedback. Most importantly, it shows what happened because residents spoke up, what has changed as a result, and how resident involvement continues to make a real and lasting difference.
Thank you to all for your contribution.
Paul Singleton, Head of Resident Voice
Explore the report to find out more about how resident involvement directly improved key services, strengthened accountability, and shaped the future for our local communities:
2025/26 at a glance
- More than 7,100 residents helped shape services, with resident voices influencing decisions, policies, communications and service improvements across Clarion.
- Resident involvement directly improved key services, including complaints handling and phone communications.
- Resident-led groups and scrutiny strengthened accountability, with residents helping to shape strategic decisions, review performance and drive improvements.
- Residents shaped local communities and future priorities, influencing regeneration projects, sustainability initiatives, community improvements and national housing sector discussions.
1,800involved residents
7,115people shaped our services
17training sessions delivered
Resident Committee and Service Improvement Groups
In 2026, the Customer Committee was renamed the Resident Committee, reinforcing Clarion’s commitment to ensuring residents’ voices are heard and reflected in decision-making across the organisation.
Over the past year, the Committee has continued to play an important role in holding Clarion to account and driving improvements across key service areas, including:
- complaints
- repairs
- resident communications
- performance reporting.
Spotlight on: Service Improvement Groups
Over 260 residents are members of Service Improvement Groups (SIGs) helping to shape and improve the services they receive.
Here we highlight three SIGs and their activities.
Complaints Special Project Group
Brings together 22 residents from five regions to review complaint handling, assess performance and help shape improvements to resident communications.
Communications Service Improvement Group
Looks at how we communicate with residents, and the internal processes within Clarion to support improvements.
Homeowners Digital Group
Supports homeowners' needs around documents and communication for greater transparency, more updates and clearer escalation routes.
How residents help shape services across Clarion
By listening to residents and working with communities, we can make sure our services and support are shaped by resident needs.
The Clarion Index
Each year, 2,000 residents and homeowners take part in our phone survey to share their experience across a wide range of topics.
We use the insights to shape policies, services and support that reflect the needs and priorities of our residents and communities. Such as:
- Residents with disabilities: The index helped shape the Resident Strategy and was used as an evidence base for Aids and Adaptations case management.
- Energy improvement works: Resident feedback on access for energy efficiency upgrades helps us understand barriers and tailor our approach.
- Clarion Futures: Identify gaps in support by highlighting financially vulnerable resident groups, guiding where to target engagement, adapt services, or build new partnerships.
Improving our phone service
Over the past year residents have helped improve phone communications with feedback and testing, to ensure the service meets their needs.
Improvements made:
- clarifying the number of options to choose from
- additional phrases to help with routing calls to relevant teams
- slower pace to help callers digest information
- adding a tone as an indication of when to speak, and a “thanks” to acknowledge a selection has been made
- replacing phrasing such as “process” with more friendly “query”.
Money guidance service
We surveyed Clarion Voice residents on their awareness of the service. A key theme of their feedback was to improve how we promote it.
We used these findings to:
- increase awareness of the service
- run resident workshops to develop our offer
- improve resident communication.
Across the East
The East Resident Involvement team carried out 44 local consultations with residents – a chance to share their experiences, and work with us to resolve issues.
Community Inspectors
We have 24 Community Inspectors operating in the region – reviewing communal areas, parking and grounds maintenance service. They have submitted 95 inspection reports during the year, which detail areas of ‘good’, ‘satisfactory’ and ‘poor’ performance.
370residents formally involved in the region
681residents engaged in involvement activities
2,213residents were invited to give their feedback
140local consultations and partnership events held
Across the North
This year we have delivered many successful outcomes as a result of residents and Clarion teams working together to make a difference to the day-to-day lives of residents and communities.
Community Inspectors
In 2025/26, four new Community Inspectors were trained, totalling 15 across the North region. Throughout the year 65 inspections were carried out.
227residents formally involved in the region
1,107residents engaged in involvement activities
4,295residents were invited to give their feedback
70local consultations and partnership events held
Across North London
Over the last year, the North London Resident Involvement team worked closely with residents and colleagues across Clarion, including Housing, Sustainability, Clarion Futures and Estate Services.
Community Inspectors
There are now 25 Community Inspectors in total across North London, who carried out over 50 inspections.
383residents formally involved in the region
888residents engaged in involvement activities
8,810residents were invited to give their feedback
83local consultations and partnership events held
Across the South
This year, the South region Resident Involvement team carried out 26 regional consultations, including 16 focused on parking.
Community Inspectors
Over the year, 249 inspections were carried out, and we now have 41 community inspectors.
309residents formally involved in the region
850residents engaged in involvement activities
1,843residents were invited to give their feedback
52local consultations and partnership events held
Across South London
During 2025/26 the South London Resident Involvement team worked with residents across a range of topics to improve services and help shape their communities.
Community Inspectors
Resident Community Inspectors check communal areas and rate caretaking and grounds maintenance.
510residents formally involved in the region
893residents engaged in involvement activities
14,830residents were invited to give their feedback
67local consultations and partnership events held
Scrutiny and resident-led projects
Through national scrutiny and resident-led projects, residents help review our services, identify improvements and shape changes that make a difference.
Resident Scrutiny Committees (RSCs)
The RSCs strengthen accountability. Over the past year, they have worked with colleagues across Clarion to review key service areas and identify opportunities for improvement:
- East region: Empty homes and recharges
- North region: The scrutiny structure and process
- North London region: Grounds maintenance
- South region: Repairs satisfaction process
- South London region: Scrutiny recommendations process.
Resident-led projects at every age
Clarion 55 is a resident-led initiative bringing together residents aged 55+ to shape solutions that improve quality of life in later years. Over the past 12 months they have helped evaluate the low-cost technology pilot project run across seven LiveSmart schemes, exploring how digital devices can reduce isolation and improve independence.
Through interviews and surveys, residents highlighted improved:
- confidence using technology
- contact with friends and family
- access to digital tools such as the NHS app, and the Clarion online account.
Resident voice and influence within the housing sector
Throughout 2025/26 residents have continued to make a difference in shaping the housing sector, influencing policies and improving services through a range of panels, partnerships and learning opportunities. There are opportunities for everyone to get involved, including:
- Housing Ombudsman resident panel
- Social Housing Quality resident panel
- National Housing Federation Tenant Advisory Panel
- Four Million Homes programme
- Housing Quality Network (HQN)
- Tenant Participation Advisory Service (Tpas).
Find out more
Find out more about the impact of resident involvement by downloading the full Working Together: Resident Involvement Impact Report 2025/26.
If you would like to help shape change across Clarion:
Previous reports
Resident involvement impact report 23-242023-24PDF1.5 MB2023-24PDF1.5 MB- Resident involvement impact report 22-232022-23PDF6.7 MB2022-23PDF6.7 MB
