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01/09/2022 - Update on cyber security incident

Clarion

Content last reviewed: Monday 12 September 2022

An update to the question 'Why is my online balance incorrect?' was made. Scroll down to the 'Rent' section to the see update.

What has happened?

The disruption to services has been caused by a cyber security incident that targeted Clarion’s IT infrastructure.

When will this be resolved?

We are working urgently with our cyber security partner and other experts to restore our systems. To do this in a safe and secure way takes time, but more of our services are now coming back online.

We apologise for the impact this is having on you and will continue to post updates on this website.

Have you reported this attack to external bodies?

Yes. We notified a number of organisations, including the Regulator of Social Housing, the Housing Ombudsman, the Information Commissioner’s Office and The Financial Conduct Authority. We are also working with law enforcement agencies, as this was a criminal act.

What is the best way to get in touch with you?

Emergency phone line

If you need to book an emergency repair, please call 0300 500 8000 at any time of the day. An emergency is anything that affects your health and safety, or an issue that could seriously damage your home if not dealt with quickly.

Unless you need to book an emergency repair, we are asking that Clarion residents do not contact us by telephone at this time.

Live Chat

You can contact us via our online Live Chat system. This is available during the extended hours set out below.

  • Monday, Tuesday, Thursday, and Friday: 08:30 – 20:00
  • Wednesday: 10:00 – 20:00
  • Saturday and Sunday: 10:00 – 14:00

Through Live Chat you can now book any type of repair and do the following:

  • Report concerns around ASB (Anti Social Behaviour) in your community.
  • Tell us that you need or wish to leave your home and want to provide us with notice.
  • Inform us if you have a concern about the welfare of a neighbour or suspect a Clarion property has been abandoned.

Repairs

Can I report a repair?

All non-emergency repairs can be booked via the online Live Chat system on our website.

We are still working to restore our phone system so that non-emergency repairs can be reported this way. We expect to have more positive news in the coming weeks.

If you need to book an emergency repair, please call 0300 500 8000 at any time of the day. An emergency is anything that affects your health and safety, or an issue that could seriously damage your home if not dealt with quickly.

Examples of emergency repairs include:

  • Severe drainage issues, blockages or water leaks that can’t be left overnight.
  • Broken front door locks that mean you’re locked in or can’t secure your home.
  • Electrical faults or power outages causing faulty electrical sockets or no lighting.

Unless you need to book an emergency repair, we are asking that Clarion residents do not contact us by telephone at this time.

Heating and hot water

Heating and hot water repairs are unaffected, and you should report these to the gas contractor covering your area in the usual way. We are also continuing to carry out our programme of critical safety checks.

Kitchens, bathrooms and other planned improvements

If you have work booked to refit your kitchen, bathroom or other planned improvements, this will be going ahead.

Questions on cladding and EWS1 forms

Our specialist teams continue to answer questions from residents relating to cladding on buildings and EWS1 forms.

If you need to contact someone with a question, please email buildingsafetyteam@clarionhg.com

Rent

We know this is a difficult situation for you and we want to reassure residents we are doing everything we can. Despite the cyber incident it’s important that you continue to make your rent payments, including any charges you are responsible for, such as service charges. This also includes payments towards any arrears you may have.

Data

A key priority for us is to understand what personal data may have been accessed as part of this incident. The main repository in which personal data is stored is our Customer Relationship Management system (CRM system) and this was not accessed.

We are still investigating the extent to which data stored elsewhere may have been impacted. We take data protection very seriously and once we have established what has happened, we will advise if you need to do anything.

In the meantime, just remember to be as cautious as ever and be aware that:

  • We will never ask you to change your bank details.
  • We will not ask you to transfer your money to ‘safe account’.
  • We do not ask you by text message to make a payment.

If you are unsure and something doesn’t feel right, stop.

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