You said, We have

Find out what you wanted to see changed in your local area and how we helped make it happen.

Resident consultations and estate inspections help us understand issues and make improvements

As a resident, you are the best person to tell us about your local area.

Your feedback has led to improvements in public services, transportation, infrastructure and safety. We appreciate everyone’s involvement and encourage the whole community to get involved.

We will always let you know the outcome of your feedback and ‘You Said, We Have’ is our commitment to this. By sharing your suggestions, you can help to make a positive difference to our communities.

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We are always looking for more residents to help make a difference. Click here to find out how you can get involved.

Resident testimonials

Resident feedback has led to improvements in our services both locally and nationally.

Last year, around 39,000 residents got involved with meetings, surveys, emails, and local events to give us their feedback. This will help us deliver more effective problem-solving and improved services.

Below are just a few things some of our resident members have to say on making a difference at Clarion.

Leila Jordan, Estate Services Manager talking with resident

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Discover the many ways you can share your views, get involved with your community and help improve our services.

“I enjoyed working with this team who are clearly passionate about their service and supporting residents.”

“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.”

“RSC recommendations include retraining staff, improving communication with residents, ensuring devices are monitored, and reviewing the project’s future.”

“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.”

“Working with the Resident Involvement team, especially Thurza and Anita, has been inspiring.”

“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.”

“The RSC focussed on information available both online and printed, on the rights of disabled residents to reasonable adjustments.”

“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 RSC agreed that clearer online information would help residents better understand the process and outcomes, we hope that these recommendations will further improve residents’ experience.”

“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.”

You said, We have

Resident consultations and estate inspections help us understand issues and make improvements

Help improve our services

Resident testimonials

Have your say

“I enjoyed working with this team who are clearly passionate about their service and supporting residents.”

“RSC recommendations include retraining staff, improving communication with residents, ensuring devices are monitored, and reviewing the project’s future.”

“Working with the Resident Involvement team, especially Thurza and Anita, has been inspiring.”

“The RSC focussed on information available both online and printed, on the rights of disabled residents to reasonable adjustments.”

“The RSC agreed that clearer online information would help residents better understand the process and outcomes, we hope that these recommendations will further improve residents’ experience.”

Have your say

Gas safety advice

Residents’ Annual Report

You said, We have

Resident consultations and estate inspections help us understand issues and make improvements

Help improve our services

Celebrating Community at Eastfields

Resident testimonials

Have your say

“I enjoyed working with this team who are clearly passionate about their service and supporting residents.”

More from Clare, North RSC member

“RSC recommendations include retraining staff, improving communication with residents, ensuring devices are monitored, and reviewing the project’s future.”

More from Mike, South London RSC member

“Working with the Resident Involvement team, especially Thurza and Anita, has been inspiring.”

More from Marilyn, North RSC member

“The RSC focussed on information available both online and printed, on the rights of disabled residents to reasonable adjustments.”

More from Jennine, East RSC member

“The RSC agreed that clearer online information would help residents better understand the process and outcomes, we hope that these recommendations will further improve residents’ experience.”

More from Yetune, South RSC member

Have your say

Gas safety advice

Residents’ Annual Report