Resident Committee: February 2026 update

At the February meeting, members received the latest update on Clarion's operational performance, including Anti-Social Behaviour (ASB) satisfaction levels and its first month's compliance results following the implementation of Awaab's Law in October 2025.

Members were keen to understand income and arrears management across different regions and were supportive of the approach being introduced by Clarion's new Director of Income Services, David Barker. The Committee also reviewed Clarion’s complaints performance. Members welcomed the continued improvement in meeting targets for both Stage 1 and Stage 2 complaints and heard about ongoing work to reduce complaint volumes at Stage 1. There was discussion about how reporting on more complex complaints could be made clearer, and members were reassured that changes to complaint categorisation would improve future reporting.

Members reviewed the draft Resident Strategy before it was presented to the Clarion Housing Association Board in March. They welcomed the move away from using the term ‘customer’ and towards ‘resident’ and ‘resident-led’, recognising that residents do not choose their housing provider in the same way residents choose a service. The change better reflects Clarion's commitment to putting residents at the heart of its decision-making.

As part of Clarion's 125th anniversary celebrations, members also took part in a deep dive session of the Five Giants report. Their discussion explored what it means to be a Clarion resident, and Clarion can support local communities. Future sessions will cover topics including rent arrears, the work of scrutiny groups and the incoming Social Tenants Access to Information Rights (STAIRs).