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Resident involvement successes

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

Resident involvement impact assessment

April 2022 - March 2023

Resident engagement plays a crucial role in enhancing the quality of our services. When residents share their thoughts and concerns, we can provide better support.

Our 2022 - 2023 impact assessment showcases the great things that have happened as a result of working together. However, we are always looking for more residents to get involved and help make a difference, both at a national and local scale.

We work flexibly and offer a mix of online and face-to-face opportunities at times that are convenient to you.

Read and download a copy of our impact assessment below:

Regional scrutiny committees

In 2019/20 all five regions carried out scrutiny reviews, looking at a range of issues in key service areas. Recommendations were then put forward agreed by the Heads of Service and noted by the Housing Association Board. The actions and outcomes from this are regularly monitored 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 chose this area to scrutinise as there were concerns about inconsistencies in the way Clarion communicates with residents around 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, by downloading 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 helped to improve 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.  

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.