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Resident involvement successes

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

We work with residents so they can help us improve services, enhance communities and provide quality homes.

Our 2020-21 impact assessment report explains how we have done this and what outcomes we have seen as a result.

We offer full, transparent and consistent engagement. In 2020-21, 823 residents signed up to be involved at Clarion, with an additional 7,199 residents involved in local consultations.

In addition, more than 700 residents contribute through our online community Clarion Voice, an email platform allowing residents to provide feedback on consultations and surveys.

You can find out more about the positive, local and national impact of resident involvement activities in this year’s impact assessment, including:

  • national antisocial behaviour project group and mediation
  • Out & About: our LGBT+ residents hate crime project
  • a variety of projects and policies residents influenced.

Download: Resident Involvement Impact Assessment 2020-21 (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.