The Resident Committee discussed complaints, income services and communications improvements, while also reviewing important changes to fire and electrical safety. The meeting also marked a significant step in strengthening resident representation, with new members joining the Committee and resident membership increasing overall.
Improving services and performance
The Committee reviewed complaints performance and welcomed continued improvement in resolving Stage 1 complaints. They discussed new ways of working aimed at reducing the number of complaints escalating to Stage 2 and heard how Clarion is supporting residents linked to complaints involving damp and mould issues.
Members were introduced to Clarion's new Director of Income Services, who shared an overview of his first few weeks in the role. The discussion covered a new digital tool designed to analyse rent arrears and help identify where earlier support may be needed. Members also considered some of the common reasons residents experience financial difficulties.
An update was also provided on the Communications Project and the work of our Communications Service Improvement Group. Members were keen to see more You said, we have communications, helping residents understand how their feedback is shaping service improvements across Clarion.
Safety and resident representation
Fire safety was another key topic on the agenda. Members received an overview of the new Residential Personal Emergency Evacuation Plans (R-PEEPs) introduced in April following recommendations made after the Grenfell tragedy. They wanted assurance that vulnerable residents would receive the right support and clear communications throughout the implementation process.
The Committee also reviewed electrical safety compliance and discussed new legislation introduced in November 2025. Members highlighted the importance of flexible appointment options and ensuring residents receive the appropriate certification following their safety check.
Members welcomed the outcome of the recent recruitment process for resident representatives. Three new members join the Resident Committee from 1 May, while former Resident Committee member Menha Zola has been appointed Chair of the Resident Committee, ahead of Richard Towe's retirement later this year.
Residents will also have a stronger voice in the Resident Committee, with membership increasing from seven to nine members.
The next meeting of the Resident Committee will take place on 24 June 2026.
Resident Committee: February 2026 update
Resident Committee update on performance, complaints, digital services and improving resident communication.
Resident Committee: October and December 2025
Resident Committee update on performance, complaints, digital services and improving resident communication.
Customer Committee - July & August 2025 Update
The Customer Committee received the latest operational performance update, including customer satisfaction levels and key service areas.