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Michelle's Update : April 2023


We know life is busy and that there never seems to be an end to the list of tasks that need tackling. So, when something needs repairing at home and time has to be set aside to get an appointment sorted, I understand the importance of great customer service.

One of our Clarion Commitments that I am really passionate about is that we provide services that are easy to access. It is this flexibility that lies at the heart of our improved online repairs service, which you can access via your online account.

Your quick and fuss-free way of reporting a repair

You can log-in at any time that suits you, which means you won’t be restricted by our opening hours or stuck in a call queue.

Plus, with all our online services fully optimised for any computer, mobile phone, or tablet, you can manage your home wherever you may be. Find out more about requesting a repair.

With an online account, you can also:

  • Make fast, secure payments
  • View your statements
  • Stay updated on services and opportunities
  • Change your contact details
  • Contact an advisor quickly and easily via Live Chat.

I want you to receive the best customer experience possible, so if you need a hand getting to grips with registering, exploring the many benefits, or simply finding your way around your online account, we offer a free workshop. If you have not already, please register for your online account today.

Managing Condensation, Damp and Mould 

We may be on the verge of warmer weather with the approach of spring; however, condensation, damp and mould can still cause significant problems and require swift action.

As your landlord, we take it extremely seriously and have created a handy video to offer you guidance on how to best prevent the build-up of condensation, damp, and mould in your home.

If your home is affected, we are here to help. Please head over to our dedicated page on combating condensation, damp, and mould, where you will find lots more information.

This includes tips on how you can tackle small amounts yourself, plus how you can get support from our Money Guidance team if you are finding it difficult to heat your home due to rising fuel costs.

If you are at all concerned or need support, please get in touch via our dedicated email address

Our Clarion Commitments to you

I mentioned earlier in my update our Clarion Commitments, which we are officially launching towards the end of this month.

These six commitments, which cover our key services, are driven by our ambition to deliver great customer service to you, to ensure you are aware of the standards you can expect and to provide greater transparency on the things that matter to you.

Each commitment is paired with its own measures, which will be reviewed and updated over time to reflect what you are telling us and remain relevant to your priorities and concerns.

Please look out for more information coming your way soon but, in the meantime, you can find out more about our Clarion Commitments here.

Debt can happen to anyone

Last month was Debt Awareness Week, an annual campaign led by our partners, the charity StepChange. For 2023 the campaign focused on the fact that debt can happen to anyone.

People from all walks of life can find themselves struggling financially for many different reasons and the soaring cost of living means that many people who might not have experienced money worries in their life, may not know where to turn to for help and support.

I want to take this opportunity to say that if you are finding it tough to make ends meet or feeling overwhelmed, you are not alone.

We know it can be difficult to ask for help, but please don’t wait until it’s too late. Our Money Guidance team is ready with free, practical, confidential support and may be able to offer the right guidance to find a solution.

Get in touch with the team today to see how they can help. You can also take a look at our dedicated money guidance section, where you will find lots of useful information on how to manage your money, bills, and your tenancy.

Money worries can also have an impact on your mental health and wellbeing, so please also consider visiting our wellbeing pages, where you can find support.

Over on our Instagram channel, throughout the week we shared stories of residents who found themselves in debt or were struggling to make ends meet, posted money guidance tips and debunked common myths, so please take a look and give us a follow @clarion.housing.

Making it easier to visit our website, in a way that suits you

You may remember that last year we introduced Recite Me, an accessibility tool that allows you to customise our website to meet your needs. This includes contrast levels, font, translation, and a screen reader, so your journey through our website is as easy and barrier-free as possible. For more information, please visit our accessibility page.

As always, your feedback is vital in helping us continue to make improvements and ensuring the website is as accessible and inclusive as possible. We welcome any suggestions you may have on how we can enhance accessibility, so please get in touch through our online live chat.