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Resident involvement successes

Find out how our residents have helped to improve our services across the country.

Resident involvement impact assessment

April 2021 - March 2022

Resident involvement helps us to improve the services we deliver to our residents. This impact assessment sets out what we have achieved through involving residents during the last year. It also details the valuable outcomes we have seen as a result.

We are always looking for more residents to get involved and help make a difference. We offer a lively mix of online and face-to-face opportunities. These events are for residents to get involved with us on a national, regional and local level at a time convenient to you.

Find out how our residents have helped contribute to make a difference in our services over the last year. Download a copy of the impact assessment here.

Download: Resident Involvement Impact Assessment 2021-22 (pdf)

Regional scrutiny committees

In 2019/20 all five regions carried out scrutiny reviews, looking at a range of issues in key service areas. Recommendations put forward were agreed by the Heads of Service and noted by the Housing Association Board. Delivery of actions and outcomes is monitored regularly by the Senior Management Team and Housing Association Board.

London South Regional Scrutiny Committee

1. Clarion’s Management of Contractual Works

The London South Regional Scrutiny Committee completed a scrutiny review on Clarion Housing’s Management of Contractual Works.

London North Regional Scrutiny Committee

2. Review of Customer Contact and Enquiry Resolution Processes

Members of the North London Regional Scrutiny Committee met to review Clarion’s Key Performance Indicator’s and decided their first scrutiny review would focus on whether it is easy for customers to contact Clarion.

North Regional Scrutiny Committee

3. Development, Planned Decants and Development After Care Scrutiny

The North Regional Scrutiny Committee chose Development, planned decants within regeneration projects and development for their review because:

  • RSC members felt that residents needed to learn more about the development process and the development sites
  • A number of issues were raised regarding the planned decant processes as part of a regeneration
  • There has been a lot of negative feedback regarding development after care

East Regional Scrutiny Committee

4. Estate Inspections – Communication of Inspections and Reporting of Outcomes

The East Regional Scrutiny Committee decided to choose this area of the business to scrutinise, as there were concerns about inconsistencies in the way Clarion communicates with residents regarding estate inspections and this was identified as a service gap.

South Regional Scrutiny Committee

5. Review of the Three Year Resident Involvement Strategy

The South Regional Scrutiny Committee scrutinised existing involvement opportunities and the Resident Involvement (RI) strategy. The RSC explored how well RI opportunities are communicated, whether new RI methods could be added and whether existing involvement methods are fit for purpose.

See the report summaries and recommendations and our responses in our resident scrutiny report for 2019-20.

Download: Resident Scrutiny Report 2019-20 (pdf)

The best way of letting Clarion know is to become involved. It doesn’t cost anything except time, and you can give as much as you want.


resident scrutiny committee

Read Bob's story

How residents improved our antisocial behaviour information 

In 2019, we improved the antisocial behaviour information on our website after our service improvement group looked at how people find information and report problems.  

By working with Clarion’s digital team, they investigated how people think, feel and behave when they’re worried about antisocial behaviour.  

The improvements made our advice clearer and led to the creation of a new reporting form. We followed this up with a social media campaign that highlighted the different types of support and advice we can provide.