- Want to help make a difference where you live? Become a Community Inspector
- A big thank you to our Estate Services team
- Visit your local Wellbeing Space - open all year round
- How are we doing? A look at the latest satisfaction survey
- Fire safety and e-batteries – please take care
- Celebrating 125 years of Clarion - listen to our new podcast
- Changes to our phone system - what you need to know
- And finally... thank you
As I shared earlier this year, after 36 years at Clarion, I have made the very difficult decision to move on.
It is not easy to say goodbye after so long, and I will miss being part of your lives more than I can say. But I leave feeling proud; proud of how far we have come in improving our services and how many more of you are now helping shape the way we do things.
There is still more to do, which is why I am really pleased to let you know that my successor has now been appointed. They bring with them a huge amount of experience, and I am confident they will build on the progress we have made. You will be introduced properly in the next update.
In the meantime, with summer in full swing, I wanted to share some of the ways you can get involved, stay connected, and make the most of what is on offer.
Want to help make a difference where you live? Become a Community Inspector
Our Community Inspectors play a big part in helping us keep estates clean, safe and looking their best. They carry out regular checks and let us know where things are not right so we can step in quickly.
If that sounds like something you would enjoy, now is a great time to get involved. During the summer, inspections take place every couple of weeks, and you can do them whenever suits you, either on your own or with a member of our team.
A big thank you to our Estate Services team
Our Estate Services team do such an important job - from clearing rubbish to keeping communal spaces tidy, they are out every day, in all weathers, making our neighbourhoods better places to live.
This month we are shining a light on them as part of our Clarion Commitment No. 5 - and I hope you will join me in recognising their efforts.
Visit your local Wellbeing Space - open all year round
Our Wellbeing Spaces are becoming an increasingly valuable service for many residents, offering you a place where you can take a break, meet people, and take part in free activities to support your wellbeing.
Since launching last October, more than 4,000 people have come through the doors, and we are opening more all the time. There is no need to book, just drop in and see what is on - it could be anything from art sessions to light exercise, or just a cup of tea and a friendly chat.
How are we doing? A look at the latest satisfaction survey
Every year, we ask a randomly selected group of residents to tell us how we are doing. These Tenant Satisfaction Measures are set by our regulator, and they help us focus on what matters to you.
This year, we heard from around 2,500 of you. Here are a few of the key results:
- Overall satisfaction rose from 61% to 64%
- Satisfaction with complaints handling went up from 20% to 25% - although we are moving in the right direction, we know there is a lot more to do
- Satisfaction around anti-social behaviour and communal areas dipped slightly, therefore we are keeping a close eye on this
We are using this feedback to keep improving, especially through our Connect transformation programme, which is all about making services simpler and more responsive. The full results will be online in mid-July.
Fire safety and e-batteries - please take care
We are seeing more fires linked to e-bikes, scooters and other battery-powered equipment. I know many of you rely on these for mobility and independence, so it is important to charge and store them safely.
We have put together some simple tips to help you stay safe. Please do take a moment to have a look and get in touch if you have any questions or concerns.
Celebrating 125 years of Clarion - listen to our new podcast
This year marks 125 years of Clarion, and we have launched a new podcast to celebrate: Local Lives.
Hosted by Mihalis and Meg, it shares real stories from residents, community leaders and staff, from grassroots projects to everyday conversations that capture what life is really like in our neighbourhoods.
It is honest, heart-warming, and well worth a listen. Catch each episode on Spotify, Apple Podcasts or YouTube. You can also visit our 125th anniversary website for more stories and events.
Changes to our phone system - what you need to know
We are updating our phone systems to improve the service we offer when you call us. While our teams train on the new system from 30 June, you might notice a few temporary changes, slightly slower response times, reduced hours, with a pause on replies on Facebook or X for now.
Please note that emergency repairs are not affected and remember, you can still use your online account to report repairs, make payments and more. Our improved chatbot is also available 24/7.
And finally... thank you
Throughout my time at Clarion, one thing has always mattered most: making sure your voice is heard. Whether it is by filling in a survey, joining a panel, or simply having your say, it all makes a difference.
It’s been a privilege to work alongside you, and I am so grateful for the way you have helped shape the journey. Please keep sharing your feedback and getting involved because everything we do starts with you.
With warmest wishes,
Michelle Reynolds
Chief Customer Officer
