Making a complaint

We aim to get all of your enquiries and repairs resolved as quickly as possible. On the rare chance that this doesn’t happen, and an error occurs, we’ll raise a service request. If the service request is unsuccessful in resolving an issue, you can raise a complaint.

A complaint is an expression of dissatisfaction affecting an individual resident or group of residents about:

• The standard of our service
• Our actions or lack of action
• Our staff, or those acting on Clarion’s behalf

Any complaint submitted via a third party or representative will be handled in line with our complaints policy by a member of Clarion’s complaint team.

The Complaint Handling Code sets out a 2-stage process for how we handle complaints. This means that if you remain unhappy with the outcome of your stage 1 complaint, you have the option of escalating it to the second stage of our complaint process.

Stage 1

• Acknowledge your complaint within 5 working days of receipt
• Aim to resolve within 10 working days of acknowledging your complaint
• Complex complaints may be extended by up to a further 10 working days

Stage 2

Escalating to Stage 2

If, at the conclusion of Stage 1 complaint process, you remain dissatisfied with our response to all or part of your complaint, you may request that your complaint is escalated to Stage 2. At this stage, a different member of staff (not involved with Stage 1 review) will consider your complaint.

Explaining your dissatisfaction

You are not required to give detailed reasons for requesting a Stage 2 review.

However, as part of our Stage 2 process, we will make reasonable efforts to understand why you remain unhappy with the Stage 1 outcome.

Timeframe for requesting Stage 2

Requests to escalate a complaint to Stage 2 must normally be received within 20 working days of the date you received your Stage 1 response. 

We will however take individual circumstances into account if a request is submitted outside this timescale.

Make a Stage 2 complaint

Complaints received by organisations we employ e.g. heating & gas contractors, managing agents, will be handled by Clarion.

There are several areas that are not covered by our complaints policy. They include:

A service request

This is a request from a resident to the landlord or the organisation working on their behalf asking for action to be taken to put something right.

It will usually be the first time you have made us aware of any dissatisfaction, and usually the fastest way for us to resolve your issue. If you remain unhappy after we’ve handled your service request we’ll raise a complaint for you.

Where we are advised that legal action has begun

This is when details of the claims, such as the claim form, have been filed at court.

Complaints about another resident or residents

Please contact the Neighbourhood Housing Team for advice on disputes with neighbours.

If your issue relates to anti-social behaviour, we'll manage this with our Anti-Social Behaviour process.

The first report of anti-social behaviour (ASB) or ongoing nuisance as part of an existing ASB case

Only complaints about our handling of an existing ASB case will be logged as a complaint against Clarion.

Issues related to another procedure

This means any issue with a decision we have made, where there is another procedure to appeal the decision. This includes a dispute about service charge or succession of tenancy.

Feedback about our policies and procedures from customers or other parties is recorded and will form part of future reviews.

Survey feedback may not be treated as a complaint. Where possible, the person completing the survey should be made aware of how they can share their dissatisfaction as a complaint.

Any complaint where the issue that led to the complaint was over 12 months ago

If a complaint is made outside this timeframe, we will use discretion on whether we carry it forward.

A complaint regarding Rent reviews as we follow government guidelines

Complaints relating to the setting of service charges that can be referred to the First Tier Tribunal

In this case customers should head here: www.gov.uk/courts-tribunals/first-tier-tribunal-property-chamber.

The easiest way to report your complaint is to click the ‘Make a complaint’ button below. We’ll ask for details of your complaint – please provide as much detail as possible.

Make a complaint

Complaints can also be reported in the following ways:

Complaints can also be reported in the following ways:

• Clarion website: www.myclarionhousing.com/contact-us/all-other-enquiries/make-a-complaint
• Telephone: 0300 500 8000 – our phone lines are open from 8:30am-5pm Monday to Friday (10am-5pm on Wednesdays)
• Live Chat via the website: from 8:30am-5pm Monday to Friday (10am-5pm on Wednesdays)
• Social media – direct messaging us on Facebook & X (formally Twitter)
• Post – Clarion Housing Group, Reed House, Peachman Way, Broadland Business Park, Norwich, NR7 0WF
• In person – at a Clarion Hub or to a member of staff or a representative of an organisation working on our behalf.

If you’d like to speak to us further about your complaint or want more information about our solutions, please call us on 0300 500 8000 or contact us via Live Chat. 

Our team is available from 8:30am - 5pm Monday to Friday (10am - 5pm on Wednesdays).

Any correspondence addressed to Clarion Housing executives, board members, the press office will be directed to the right team. If it relates to dissatisfaction, the issue will either be progressed as a service request, investigated as a new complaint or included as further information in an ongoing complaint.

Please note that correspondence to our executives and board members may take longer to filter to the correct place.

We recommend that you send any complaint correspondence via one of the methods listed in the ‘How to make a complaint’ section above.

A complaint in the form of a petition on behalf of multiple customers will be treated as one complaint. Interactions and correspondence will be directed to the nominated signatory on the petition.

The Housing Ombudsman Service investigate complaints and resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities).

They are a free, independent, and impartial service who are funded by annual landlord subscription.

There are several ways you can contact the Housing Ombudsman Service:

• Fill in an online complaint form: housing-ombudsman.org.uk/residents/make-a-complaint
• Phone: 0300 111 3000
• Email: info@housing-ombudsman.org.uk
• Post: Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET
• Live chat on the website: housing-ombudsman.org.uk.