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Setting up your new home

We understand that moving house can be stressful. Our step-by-step guidance helps make settling into your new home a bit easier.

How to contact us

We’ll give you a call within a week of you moving in, to see how you are settling and to see if we can provide any additional support.

In the meantime, you can contact us via:

  • our Contact Centre on 0300 500 8000
  • Live chat
  • or by selecting the relevant option on the contact us page

Or by selecting the relevant option on the contact us page.

Contact us

Checklist for moving in

  • Set up gas, electricity and water
  • Set up rent payments
  • Set up council tax
  • Insure your contents

Setting up your utilities

You’re responsible for setting up utilities. These include your gas, electricity and water supplies. You should set up your accounts with the current suppliers straight away. This will ensure you have gas, electricity and water when you move in.

You’ll need proof of identity and your tenancy agreement to do this.

You can find out who your gas supplier is here:

You can find out who your electricity supplier is here:

Gas and electrical safety certificates for the property were emailed to you when we arranged the viewing appointment.

When you sign your tenancy agreement, we’ll give you up-to-date readings of your gas and electricity meters. These will be written on the inside of your Welcome pack folder. You should give these to the suppliers when you set up your accounts.

You also need to contact Clarion’s local gas contractor to reconnect your gas supply at no cost to you. When the operative comes to your property to reconnect the gas, they'll also show you how to use your boiler. Details of your local contractor are written on the inside of your welcome pack folder.

You may need to turn on your water supply using the water shut-off valve, also known as the stopcock. We’ll let you know where it is when you move in.

We understand that it is becoming more difficult to pay utility bills. Find out about saving money on utility bills.

How to pay rent

It's your responsibility to pay your rent and service charges on time.

Direct debit is the easiest way to pay. You can set this up online or over the phone with us securely. 

Whichever payment method you choose, you are responsible for payments reaching us on time. Universal Credit replaces Housing Benefit for many residents. Our Welfare Benefits Team can advise on how to manage your claim and rent payments. Contact us immediately if you have difficulty paying your rent. The earlier you contact us the better, as there will be more we can do to help you.

Home maintenance

A large number of repairs within the property are our responsibility. There are some you’ll be responsible for.

Read our responsibility for repairs 

You may need some help and guidance on how to maintain your property. For further information and ‘how to’ videos, the link to the page can be found:

Watch our 'How to' videos



Requesting a repair online

Step one

To request a repair, you’ll need to log in to your account. To do this, click ‘My account’ in the top right of any of our web pages.

If you don't have an account, you can register for one by clicking the ‘My account’ button too.

Find out more about setting up and using your online account with our Clarion online account guide.

Step two

Once you are logged in, you’ll be taken to your account summary. Click on the 'Repairs’ button under your account balance.

To submit your repair, select the most relevant choice from the tenant options.

Step three

You can now start to tell us more about the repair you want to report.

Choose the option that is most relevant. You’ll be given options such as plumbing, electrics, heating etc.

You’ll then be asked to answer a few questions on your repair.

Step four

Choose the most convenient date and time for your repair. Please note, if you request a repair online, you can book a date up to 56 days in advance. If you call our team to request a repair, you will only be able to book up to 28 days in advance.

Sometimes repairs cannot be booked online directly. If this happens, we’ll ask for your details so we can ask one of our customer agents to call and arrange your repair by phone.

If you have issues with booking a repair or you need to chat more about your repair, please call us on 0300 500 8000 or speak with one of our agents on Live Chat.

Although it’s rare, sometimes you may not be able to complete a repair booking because our diary is full. If this does happen, we will get in touch with you directly to arrange an appointment.