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We are Clarion

Customer Committee

What is it?

The Customer Committee at Clarion is a newly established group made up of six residents. Each member has been selected to help shape and improve our services. The committee is a vital part of our commitment to ensuring that residents are listened to and services are delivered to the highest standard.

How will they help?

The Customer Committee will meet at least four times a year in person to positively impact the improvement process. As well as these meetings, members will take part in reviews and consultations on various projects and policies here at Clarion. This encourages communication and collaboration between us and residents and helps create a community-first approach to improvements.

The six members help bring fresh perspectives to Clarion, helping us adapt and tailor our services effectively. We are proud to have welcomed individuals from various walks of life, emphasising that everyone, regardless of experience or skill set, has a valuable contribution to make. The only prerequisites for committee membership were a positive attitude, a willingness to collaborate, and a passion for making a difference in the community.

Richard, Chair

Richard has been a Clarion resident in Newton Le Willows, Merseyside for 14 years. He has a wealth of experience of working within the public and housing sectors, including roles covering finance, estate and property management and Home Ownership.

Richard was a member of the Affinity Sutton North Scrutiny Board, has been a green inspector and a tenant representative on grounds maintenance contract procurement, and is trained to serve on complaints panels. Richard is also a member of the Clarion Futures ‘Clarion 55’ resident involvement group.

Richard Towes


Daoud has worked in Social Housing in London since 2008. Before this he worked in conveyancing in the north of the country.

Following his work for Circle Housing in Merton, Daoud is now a Neighbourhood Manager on the Grenfell site. This is also known as Lancaster West Estate, within the Royal Borough of Kensington and Chelsea Council, West London. He worked closely with the local community following the tragedy in 2017.

Daoud is delighted to be on the Customer Committee to continue his work and passion for helping others.



Florence currently works in the compliance and regulatory industry. She specialises in the alternative investment management sector.

She holds an MSc in Law and Business and a postgraduate diploma in Law. She also has a postgraduate certificate in Corporate and Commercial Law, and a BA (Hons) in History.

Outside of her career, Florence is an author of adult and contemporary fiction. Mental health representation is at the centre of her work and her debut novel, Complicated You, was published in 2022. Royalties from the novel were given to Samaritans, a mental health charity.



Helen began working as a part-time Custodian at Cambridge University in February this year.

During the pandemic, she volunteered as an RVS Steward at the mass vaccination centre in her home city. She then became a part-time administrator for the NHS, to help complete the vaccination programme until the end of 2022.

Helen is now an NHS Reservist, helping the current administration with the vaccination booster programme. She would describe herself as passionate about good customer service and a "people person".



Katarina has proudly served the real estate sector for many years and has a passion for efficiency. She’s also skilled in problem solving and has a keen eye for detail.

Across her career, she has mastered skills in property maintenance, vendor management, budgeting, and staff supervision.

Katarina holds a comprehensive knowledge of building systems. This, along with her ability to adapt to new industry technologies and trends, has given her significant professional experience.



Menha has lots of experience from the fields of compliance, risk, and process management. His works spans a range of industries from financial services and technology to critical national infrastructure.

He is particularly committed to upholding regulatory standards and process oversight and will always maintain operational excellence.

Menha is also an active member of AIRMI Membership Committee. Here, he supports and advocates for an excellent experience and journey for members. Beyond his professional experience, Menha is an active member of the community for Noel Park and Omnibus Housing. He participates in a variety of initiatives to better the local community.



Tsitsi is a distinguished HR professional with a rich and varied background. This includes HR roles within HR consultancy, recruitment, and employment law.

Most recently, she has gained expertise within the health and social care sector. Her efforts have led to the development of a groundbreaking Care Management System. She currently serves as the Managing Director of Wisterias Software.

Tsitsi has established herself as a leading figure in the digital health sector. This is thanks to her successful collaborations with the Greater Manchester Combined Authority and SKY. These partnerships also highlight her strong professional networks and commitment to driving positive change.

She has a passion for making a meaningful impact. What sets her apart in her field is her exceptional leadership skills and dedication to achieving positive outcomes.


Michelle Reynolds, at Clarion

Michelle’s responsibilities include:

  • delivering a consistently good quality, comprehensive service for all Clarion customers
  • ensuring that customers remain at the heart of our business
  • improving the customer experience
  • representing the voice of our customers.

She is also Executive lead for Clarion Futures, Clarion’s charitable foundation.

Michelle has more than 30 years’ experience in the housing sector. Her past roles include:

  • Chief Operating Officer, Clarion Housing Group
  • Group Director for Commercial Services, Clarion Housing Group
  • Executive Director and Director-level roles at Affinity Sutton and Ridgehill Housing Association
  • Senior roles at William Sutton Housing Association
  • Chief Executive of Aashyana, an Asian-led housing association in the South West.
Michelle Reynolds, at Clarion

Rob Lane, at Clarion

Rob leads the Property Directorate and has responsibility for repairs, maintenance, property services, investment and long term asset strategy for our 125,000 homes. He led the creation of Clarion’s 2050 Asset Strategy which involves a major programme of investment to sustainably upgrade its properties, based on a set of housing targets it has developed. Rob also has responsibility for Grange (our property management subsidiary), our commercial & investment properties and House Exchange.

Rob is a qualified accountant, with a career that has included senior finance roles in major commercial organisations such as the Domino’s Pizza Group and Network Rail Property.

Rob Lane