Residents annual report
Our progress and performance in 2025/26
Welcome and strategic priorities - Kate Still
Welcome to this year’s Resident Annual Report. I am pleased to reflect on the progress we have made to provide a safe, comfortable home, and services for every resident.
In 2025, we received our first grading from the Regulator of Social Housing (RSH) under the consumer standards. We are proud to be graded Consumer (C2), it means we are fully compliant and recognises the strength of our safety arrangements and repairs services.
Resident feedback plays an essential role in shaping our decisions and more than 7,000 residents chose to get involved this year. Their insights have helped us improve services, strengthen accountability and ensure resident voices remain at the heart of our work.
While we are proud of the progress made, we know there is always more to do. We remain committed to listening, learning and working with residents to shape the future of Clarion.
Kate Still
Chief Housing Officer
Explore the report to find out more about our performance, priorities and the work we’re doing with residents and communities:
2025/26 at a glance
£453minvested in our homes
91.9%repairs service satisfaction
1,287people supported into work
68,171live chat enquiries handled
85.6%resident satisfaction
1,466new homes completed
5,818supported with money guidance
17,853of our homes improved
Making every contact count
Our performance covers how well we deliver our services, from handling resident enquiries and repairs to resolving complaints and meeting the standards residents should expect.
Every day, our colleagues answer calls, respond to emails, resolve repairs and provide support to residents. In 2025/26, we received almost 1.1 million contacts across our customer service channels.
Complaints
Complaints play a vital role in helping us understand residents’ experience and where change is needed to improve services.
Types of complaint we received this year:
- 38% repairs related
- 12% mechanical and electrical related
- 20% housing services related
- 9% multi-topic complaints.
Complaint handling performance
Regulatory performance
In 2025, we received our first grading from the Regulator of Social Housing (RSH) under the consumer standards. We are proud to be graded Consumer (C2), which means we are fully compliant.
Tenant Satisfaction Measures (TSMs) are standards introduced by the Regulator of Social Housing to help residents understand how well their landlord is performing. We have seen improvements for both social tenant and shared owner satisfaction.
At a glance, making every contact count 2025/26
581,240phone calls
85.6%Customer Satisfaction
417,577emails
8,089complaints handled
4.4Trustpilot review
66%TSM (social tenants)
Keeping homes safe and well maintained
Providing a safe, comfortable home for every resident covers building safety, improvement works and repairs, with over £453m invested in maintaining and improving residents’ homes in 2025/26.
During the past year, our repairs teams completed over 1,200 jobs each day, achieving a 91.1% satisfaction score. For larger projects, our asset teams spent over £106m on improvement works; while building safety have completed over 23,000 remedial fire risk actions.
At a glance, keeping homes safe and well maintained 2025/26
Supporting residents and communities
We want every resident to live well in their home, and offer a range of specialist services from supported housing to help with their tenancy.
During the past year, we helped residents access financial support of £5.76m through welfare benefits, arrears reductions, and grants.
Through Clarion Futures, residents can access opportunities such as skills training and money guidance; and within the wider community we work with partners to provide wellbeing spaces and local neighbourhood projects.
At a glance, supporting residents and communities 2025/26
£79,865provided to people in food vouchers
10,200people supported to get online and use digital services
5,818residents supported with money and energy guidance
£15.9minvested in support and opportunities for residents and their communities
5,225people completed job related training
£706,670awarded to food banks, community groups, and local charities
Resident voice and accountability
We believe every resident should have the opportunity to influence the services they receive and the communities they live in. Working together with residents is central to our approach, helping us make better decisions, improve services and create stronger communities.
During 2025/26, more than 7,100 residents shared their views through surveys, consultations, events, resident groups and scrutiny activities, helping to shape decisions and improve services across Clarion.
We're committed to ensuring resident involvement reflects the diversity of our communities and continue to create more accessible and flexible opportunities for residents to have their say.
I would encourage all residents to get involved where they can, whether by completing surveys, joining projects or task and finish groups, or participating in local activities.
Richard
Resident
Five giants of opportunity
Shaping our approach
Last year, Clarion Housing marked 125 years of providing safe, affordable homes.
We used this milestone to look to the future. Working with experts and residents, we identified the Five Giants of Opportunity: Connection, Resilience, Sufficiency, Trust and Health – that can help create healthier, stronger and more connected communities.
These priorities shape our approach going forward.
Resident annual report 24-252024-25PDF2.7 MB2024-25PDF2.7 MB- Resident annual report 23-242023-24PDF2.5 MB2023-24PDF2.5 MB
- Resident annual report 22-232022-23PDF9.6 MB2022-23PDF9.6 MB
