Resident Committee: October and December 2025

In October, members received updates on Clarion’s performance and discussed the importance of continuing to improve services for residents.

The Committee received an update showing improvements in how complaints are being managed, alongside work taking place to improve services for residents.

Services and performance

Members heard that Clarion received positive results from the Regulator of Social Housing (RSH), showing that the organisation is well managed, financially stable and meeting important standards for resident services.

The Committee also discussed complaints, including the types of issues residents are raising and whether neighbourhood teams could provide more local support.

Members also took part in a session on Tenant Satisfaction Measures (TSMs) and how they are used to measure performance and improve our services for residents.

The Committee discussed residents’ experiences of reporting anti-social behaviour and the support available, along with an update on common trends in cases.

Members also received an update on planned work to improve communications with residents, including feedback from the Communications Service Improvement Group. Members discussed whether the feedback included views from a wide range of residents.

Members discussed the work taking place to promote electrical safety checks for residents and responsibilities for shared owners.

Find out more about electrical safety checks here.

December

In December, plans to recruit two new resident Board Members for the Housing Association board was discussed, including a new Chair of the Customer Committee following Richard’s Towe’s retirement in late 2026. Performance

Members discussed Clarion’s latest performance, including rent arrears and complaints.

The Committee heard that complaints are being responded to more quickly but discussed the challenges of resolving more complicated cases and making complaint information easier for residents to understand.

Digital services

Following discussions in August 2025, members were shown the E-Brik Customer Portal, which lets residents see updates on planned works and improvements in their area. The Committee discussed how this could help residents stay informed about work taking place in their communities.

Clarion strategy

Members took part in a session on the Clarion 2050 strategy, which focuses on keeping homes and communities safe, sustainable and well maintained.

The Committee discussed the importance of keeping residents updated about repairs and planned works through better communication and regular site visits.