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“I enjoyed working with this team who are clearly passionate about their service and supporting residents, as well as the North London Resident Involvement team. It has been very interesting working with different teams within Clarion to scrutinise their services. It does feel that the work of the committee makes difference. Our topic for the upcoming year will be Grounds Maintenance which I am looking forward to scrutinising.”

“The RSC reviewed the use of moisture and humidity monitoring devices by Clarion’s Damp and Mould team. The review included a presentation from Vericon, resident surveys, feedback from surveyors, and a home trial by two committee members.

Findings showed many residents didn’t understand what the devices did, leading some to unplug or switch them off. Installations were often delayed, sometimes by up to 12 months, and residents reported little follow-up or updates. With Awaab’s Law taking effect in October 2025, it’s vital Clarion demonstrate a proactive approach to damp and mould. These devices can help detect early signs, and allow action to be taken in time, but only if residents and staff understand how to use them effectively. RSC recommendations include retraining staff, improving communication with residents, ensuring devices are monitored, and reviewing the project’s future.”

“Scrutinising Clarion’s Bereavement and Succession policies was both engaging and empowering. We recommended clearer support for residents and colleagues, including a bereavement pack, staff training, and a dedicated contact team. A highlight was the Head of the Customer Support Team’s openness to change. Working with the Resident Involvement team, especially Thurza and Anita, has been inspiring. Their support creates a truly inclusive and collaborative environment.”

“This was my first full year on the committee and has been interesting to study a project from the start. The RSC focussed on information available both online and printed, on the rights of disabled residents to reasonable adjustments.

This information is hard to find and quite limited. We suggested a web page dedicated to reasonable adjustments which is easily accessible and informative. It needs to explain why Clarion asks for sensitive information, to ensure they can offer the right level of assistance to residents to make their lives easier. Reassurances should be made about how information is stored, accessed and provided to staff and, most importantly, that it will not negatively impact residents’ tenancies.

We suggested webpage “pop-ups” to guide website visitors to information on subjects they may not know about or couldn’t find.

I’ve also been involved in a pilot for Microsoft Teams, where RSC members will be able to access and share information on scrutiny reviews and discuss current projects and tasks.”

“The Committee reviewed Clarion’s Electrical Testing service. The Property Services team presented on processes, KPIs, and resident communication. The RSC also carried out its own research, including benchmarking against other housing providers and a resident survey. Clarion staff and the contractor Wiggetts, also gave a presentation and Q&A. The Committee was impressed, highlighting strong working relationships and high performance, with Clarion exceeding its 95% KPI, achieving 97.09% in domestic properties and 98.92% in communal areas.

To improve resident understanding, the RSC recommended updating the website with clear information on:

• How often testing takes place
• What happens during the test
• What will be tested
• What happens if a property fails.

The RSC agreed that clearer online information would help residents better understand the process and outcomes. As a committee we were impressed and encouraged to see the electrical testing team performed above their own KPIs, and we hope that these recommendations will further improve residents’ experience.”