I’m delighted to introduce myself as your new Chief Customer Officer. I’ve worked in housing for many years, but I also bring the perspective of having been a social housing resident myself for 25 years. That lived experience has enriched and shaped the way I see things and continues to guide my commitment to you at the heart of everything we do.
For me, housing is about people, community, and the security a good-quality home brings. I’m passionate about ensuring our services mirror what you truly need and that they are the best they can be. Your views are vital in achieving this, so I was delighted to see that 1,714 of you got involved in helping us shape our services last year. Every voice matters, and I encourage you to continue getting involved in whatever way you can. Check out our vibrant mix of opportunities.
Sharing our progress with you
Day to day, we capture hundreds of thousands of interactions from residents about their service experience, ranging from the satisfied to the dissatisfied. Listening to this feedback is really important to us, as it helps shape how we improve and evolve our services, so they better reflect what matters most to you.
That commitment to listening, learning, and working with you is something I’m especially proud to see highlighted in our 2024/25 Residents’ Annual Report and Resident Involvement Impact Assessment. Both showcase the progress we’ve made across Clarion over the past year, as well as the ways we’re continuing to improve your services.
With delivering exceptional customer service remaining our priority, I’m pleased to share that we closed the year with a customer satisfaction score of 84.7%, an increase on last year, and saw year on year improvements across our various satisfaction scores. We know there is still a lot more to do, and our teams are committed to continuous improvement. Over the next 12 months, we’ll be introducing changes to the way we work to help us resolve your queries more quickly.
We’ve also published our annual complaint-handling performance reports, which show the progress we’ve made and the steps we’re taking to do better. While we’re pleased with the improvements so far, we know there is still more to do and remain committed to making further changes. Find out more about our progress.
Keeping you and your home safe and sound
Your safety and comfort are our top priorities. That’s why we carry out regular inspections and checks. Even if you haven’t switched your heating on yet, it’s crucial that your boiler and other gas appliances have their annual check. It only takes around 20 minutes and gives you peace of mind that everything is safe and running efficiently. As we approach the winter months, please also give your heating a test to make sure it's working effectively.
In addition, every home requires an electrical safety check at least once every five years, so please keep an eye out for your appointment letter. Rest assured, we’ll always write to you in advance when your inspections are due.
Managing leaks, condensation, damp, and mould
During the colder, wetter months, your home is more at risk of being affected by condensation, damp, and mould. This is an issue we take extremely seriously and are committed to preventing and resolving it together with you.
At the end of this month, Awaab’s Law will come into effect, which requires social landlords to fix damp and mould within a strict time limit. We already work to this guidance and will continue strengthening our approach.
Please be assured we are here to help every step of the way. We have lots of dedicated advice and guidance on preventing and tackling condensation, damp and mould, including tips on how you can manage small amounts yourself.
And finally...
Over the past few months, I’ve really enjoyed meeting some residents already, and I’m excited to spend more time visiting communities and getting to know many more of you. If you spot me out and about, please do say hello!
