Clarionhousing

Abysmal Clarion

So many problems with abysmal Clarion. The latest thing is that they have got my rent entirely wrong, and its entirely their fault, but I can't get anywhere with them. Half an hour on the phone yesterday, thought I'd got somewhere: called back today, and it took an hour to find out the call handler yesterday have me the wrong advice! Live Chat cuts you off without connecting you, over and over. You get told someone will phone you but they don't bother. I could write 10,000 words describing all the problems I've had with Clarion. I'm in the process of trying to make a formal complaint (although they tried to not accept it) and I've just emailed my MP. Sick of this stress. The other Trust pilot page about them has lots and lots of glowing reviews. I don't know what planet those people come from. Maybe Clarion Housing on Mars where they Martians people!

They make your life miserable simple as…

They make your life miserable simple as that, I got another appointment today thanks God the engineer turned up then after looking he said I don’t deal with central heating and boiler 😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡😡 Clarion housing is a complete time waster

Awful social housing landlord

I've been a Clarion Housing tenant for close to 20 years now, I've seen them change from William Sutton to Affinity Sutton, to Clarion Housing, and that is where everything has gone wrong. A brief history of Clarion will tell you that when they took over Affinity Sutton, they took all their housing stock and debt, and got rid of their William Sutton charity arm, which allowed residents a voice on housing matters within Clarion. In return Clarion built up £2 billion in their accounts to cover their assets. Of course they are not really worth that much now but they keep their money and refuse to invest in local estates which need more than one housing officer on the ground. Before the Clarion takeover we had regional resident committees, which residents could attend and inform regional Affinity Sutton staff what issues needed to be sorted where they lived. Mostly ASB's and repairs. We even had residential walkabouts where residents could do a walk around their estate with their local housing officer, caretaker and police (PCSOs mostly) and point out any issues they had. It wasn't perfect but it was good and we knew we had a voice. Now it's totally gone, all centralised and kept private, and it only took them 10 years to reach rock bottom after the takeover. Walkabouts with residents stopped after covid and never returned, you'd be lucky to see a caretaker once a week on a estate cleaning litter from bushes, and cleaners who need extra instructions from residents to stop them from cutting corners when cleaning. Rents: Rents have gone up nearly 10% a year, service charges the same. Now on average we pay over £100 a month on service charges, rent is more than 4 times more a month. Contractors: Most contractors have stayed the same, a few have changed but standards are still poor, even with new online booking a repair function. We even have some contractors come out to check the other contractors work, like with gas boilers being checked twice by two different companies. No wonder our service charges are big. Customer Service: Then we have customer service, which was taken from Affinity Sutton and rebranded as Clarion, all the same team and staff. Some responses are OK, others are on the verge of gaslighting tenants and most are AI/auto generated with 50% of enquiries going unanswered. They are so poor that they don't even bother to cover up their own mistakes. They don't even bother dealing with any complaints unless you threaten them with legal action. Overall, Clarion are the worse of the worse, private housing associations like this need looking into by the government, they don't care about tenants unless they want your money. Even their own ground staff are unhappy with the way they are being run. ASB's, drug dens, neighbourhood issues, they are very passive on, but wanting you to pay your rent they are very pro-active with. They need to deregulate and re-regionalise before a massive lawsuit is brought on them for change.

Clarion Housing has been extremely…

Clarion Housing has been extremely disappointing and unprofessional. We first raised complaints about broken communal doors on 16 March, and additional cases on 1 April—yet even after more than 3 months, both the communal doors and parking gate are still not working. Despite constant follow-ups every week via phone calls and web chat, nothing has been fixed. We are repeatedly told to “wait 24 hours” or that a contractor will be sent, but this never happens. There is no communication, no accountability, and clearly no urgency. As a result, the building has been left completely unsecured for months. We are dealing with anti-social behaviour, people entering to smoke in communal areas, and parcels being stolen. Residents and families do not feel safe in their own homes. Frankly, Clarion should be ashamed of this level of service. While they are quick to collect service charges, they completely fail when it comes to basic responsibilities like safety and essential repairs. This is unacceptable and deeply frustrating.

Awful

Awful! I have no words of I’m honest and I’ve only been a tenant since September 2025 services disgraceful! Repairs are never done just excuse after excuse. Unprofessional and unacceptable

What are your workers doing?

What are your workers doing? You assign them an hour for a job, they come un for barely 2 minutes 'I'll have to order it and come back' the shop that sells the part is a 5 minute drive up the road yet you want to take an hour to relax?! Another example - someone comes to inspect for a job that involves painting, a month later they come. They disappear for 1m5 hours as they don't have the paint - standard white paint which is the only paint you use and he's come for a paint job with no paint on him. They say they need to look in the lock up which is on the other side of the road and disappear for 1.5 hours. So you are giving people all this time for jobs but they're working at 5-40% capacity 👏 The only reason your ratings are high on the other page is due to your chat team, who book repairs.

I called Veronica today at Clarian…

I called Veronica today at Clarian customer services. I had a repair booked between 8 and 11 but no one showed up. She tried consistently to make contact with the team planners and it took around 20 minutes longer than it should have, as no one was available and she tried several numbers and she spoke to her manager. Owing to her kindness and her diligence the manager will be calling me with an update and an engineer will be hopefully coming today. Well done Veronica all the best.

Absolutely useless

Absolutely useless people both in person and over the phone. Every time they come to my house they come “without the correct equipment” needed to fix the problem. They never actually fix anything just come with excuses. Honestly just useless

I have been with this housing…

I have been with this housing association for two years and I have never seen such a bunch of cowboys do there repairs so bad and the management are Evan worse .A person who called Julian coombs who is a servayer so she calls her self is not Evan fit to be in a job it is about time clarion pulled there finger out and repaired there property's not leaving a person with damp and mould with water running down the walls.do your job and repair the property's you rent make sure they are fit to live in not just rent them because they are empty. Clarion you should be ashamed of your self and all Management and people should be sacked

Faked records, gaslighting, victimisation, and repeated service failures

I live in a one-year-old high-rise in London managed by Clarion Housing and have experienced many issues within just a year: 1. Communication mostly one-way: I email and usually get only generic acknowledgements. 2. Lifts failed frequently, often weekly. 3. Windows not cleaned for over a year despite paying a service charge to clean quarterly. 4. Multiple heating failures; responses delayed for days; no temporary heaters provided. 5. Teams chats mocked me and complained that I kept raising concerns. 6. I was threatened with legal action for “excessive” contact, which felt retaliatory. 7. CORE form sent to government contained made-up data about me and my tenancy; later promised to correct, still not corrected. 8. Protected characteristics I provided at sign-up were later removed from the documents. 9. My email address was marked as spam the day after I raised a discrimination complaint. 10. Fire-door remedials shown as “completed” in Clarion’s system even though no works occurred. 11. Person-Centred Fire Risk Assessment still not completed despite promises. 12. Advice to test fire alarms weekly led to multiple building-wide evacuations, especially hard for disabled residents in a 32-storey block; despite apologies and a promise to correct, the wrong notice remained. 13. Sharing of the Fire Risk Assessment delayed for months, citing lack of access to the safety platform. 14. Sign-up papers state smoke and carbon monoxide alarms were tested, but they were not. 15. My request for email communication was often ignored; phone calls were made despite my disability. 16. Safeguarding referral sent to the wrong local authority. 17. Clarion’s own lawyer advised breaches of the Equality Act 2010, Data Protection Act 2018 and UK GDPR; Clarion dismissed this. 18. I was recorded as deaf, which is incorrect. 19. Numerous errors in my tenancy records, including the tenancy type. 20. Incorrect advice about the building’s water supplier. 21. Incorrect advice to escalate loss of heating or hot water to security. 22. Access to BuildingLink app not provided for a year, cutting me off from key health, safety and management updates. 23. CCTV fitted in post room and chute room, yet Clarion said they could not access their own recordings, resulting in parcels being stolen and fly-tipping in the chute room. 24. Access to electricity meters to get meter readings delayed for over a month. 25. Subject Access Requests were often delayed and incomplete. 26. After moving into the flat, I began reporting an issue that I can hear noises such as dishes, cutlery, cupboards, the microwave, and voices on a daily and nightly basis. I reported this as a defect, as it is unlikely that the sound insulation meets the standards expected of a modern new-build property. 27. The complaint response incorrectly stated that an acoustic test had been carried out in my home following my concerns. 28. A 10-second “subjective” noise test concluded there was no issue; later admitted rushed and inaccurate, yet still relied upon. 29. Internal messages urged pushing that the property is “fit for purpose” and that the problem was me, before any investigation. 30. Three staff attended my home with a hostile approach despite my known social phobia. 31. Noise monitoring equipment was installed but was not recording properly. 32. A promised reset of equipment visit never occurred. 33. Instead, they pushed to collect the device and ignored the promised reset. 34. A second installation of noise monitoring equipment was attempted without reasonable adjustments. 35. I was promised a Noise App link but never received it. 36. The ASB case was closed after an incomplete investigation that mixed up events and facts. 37. Promised carpeting installation was never followed up. 38. After case closure my health deteriorated severely, leading to A&E, an Urgent Treatment Centre visit and two ambulance attendances. 39. No updates followed after I sent new video evidence and diary sheets. 40. My Mental Health Team and GP urged urgent action on the noise issue; there was no follow-up. 41. Another resident reported similar problems; each of us was told we were the only one, which appears to isolate tenants. 42. A survey finally happened after a year and confirmed my concerns, after prolonged gaslighting. 43. I feel I have been subjected to victimisation.

Although I am not connected with…

Although I am not connected with Clarion I needed their assistance with clearing rubbish deposited by their tenant. Initial response was from Cherie. She was excellent and passed on my situation to the relevant person. That person was Carol Hayes. Carol responded very quickly indeed and although it has taken time to resolve she has remedied the issue. I and the other involved parties are satisfied with the action taken by Clarion. Thank you.

What can I say absolutely useless

What can I say, absolutely useless. Try and contact them. One phone number for all their services, and if you call during their opening hours the line is often closed but for emergencys only. Moved out 5 weeks ago, they took more rent from my bank account, they havent terminated the tenancy, even though I gave them 5 weeks notice. Nobody at Clarion seems to be able to contact other departments directly. They owe me almost £1000 and all I keep getting is you have to wait for the termination team who I cannot contact. Won't even go into the dramas I had when I was their tenant and the shoddy repairs and terrible boiler repairs which took months to resolve.

Clarion Housing

Clarion Housing: Environmental Destruction and Customer Service Failure Clarion's gardening practices are systematically destroying local wildlife habitats in Bromley through aggressive, indiscriminate cutting that reduces all vegetation to knee height. Their untrained contractors use petrol hedge cutters to destroy established hedges, trees, and essential bird nesting areas on a regular basis, creating ecological deserts where thriving wildlife communities once existed. The company's customer service is equally destructive - they refuse to engage with environmental concerns, deny access to environmental departments based on tenant status, and show complete disregard for their ecological responsibilities. Their "tidy" approach is causing ecosystem collapse, with dramatic declines in song birds, swift, starling (you name it) populations and the elimination of ground-feeding habitats essential for local wildlife. Clarion's maintenance regime destroys insects, invertebrates, nesting cover, and soil access areas that form the foundation of healthy ecosystems. Their refusal to implement wildlife-friendly practices like rotational cutting or leaving longer grass areas demonstrates a corporate culture that prioritizes appearance over environmental stewardship. The hypocrisy is staggering: Clarion responded immediately to complaints about a window bird feeder - installed specifically to support declining wildlife populations they've helped create - yet they've ignored a drafty door gap for nearly a year that's causing real hardship to residents. They're quick to target conservation efforts but glacially slow to fix actual housing problems affecting people's daily lives. This is not maintenance - it's habitat destruction funded by residents who deserve better environmental management of their local green spaces and prompt attention to genuine housing repairs, not harassment over efforts to help wildlife survive Clarion's ecological devastation.

Where on earth do I begin…mould

Where on earth do I begin…mould, falling ceilings, wiring wrongly connected, faulty boiler system, lose light sockets, windows that don’t shut, tradesman who ain’t got a clue what day it is, wrong day & time appointments, lose door locks, the just is endless!!

Worst Housing Association in the world

Worst Housing Association in the world. None of the managers will speak to me and they wont allow their names to be given out either. Water leak from flat above for three months still nothing done. Flat continues to be damaged despite numerous calls since last October.

The fish rots from the Head Down

One star is way too generous for this, in my opinion, corrupt, immoral gang, everything from harrasement to openly illegal practises, breaking GDPR placing illegal bounderies, basically doing as they please when they like in the belief that …. well they just can. The CEO and board of directors complicit in these actions, practises, in my opinion, all kept informed all complicit. Unfortunately we ARE stuck with them. We have ZERO choice. We dont choose them however if you are about to…..DONT

My older brother lives in a Clarion…

My older brother lives in a Clarion house these reviews speak for themselves, He is not allowed a mobility scooter as they say the batteries are a fire risk and they cannot send any bills in large print, its disgusting howe they treat anyone with mobility or sight problems, an absolutely disgusting way to treat anyone with a disability as they get older.

Using live Chat is very quick

Housing Ombudsamn's Decison

5. In accordance with paragraph 53.b. of the Scheme there was maladministration by the landlord in its complaint handling. Orders and Recommendations Orders 6. The landlord must within 28 days of this determination: a. issue the resident with a written apology. The landlord must recognise its failings identified in this report and the impact these likely had on the resident. As part of this order the landlord must outline what it has learnt to prevent these failings from happening again. b. pay the resident £400 (inclusive of the £250 already offered) for the distress, inconvenience and loss of enjoyment of his home likely caused by its handling of the reports of damp and mould in the property. c. The landlord should provide the Ombudsman with evidence of how it has complied with the above orders within 28 days of the date of this determination. Recommendations 7. The Ombudsman recommends that the landlord conduct a review of this case to identify learning and improve working practices. This should include consideration of: a. how the delays in responding to the reports of damp and mould (within its control) occurred and how it will make improvements to reduce the likelihood of similar failings happening again b. how the complaint handling failings occurred and how the landlord will make improvements to reduce the likelihood of a reoccurrence c. a self-assessment against the recommendations from the Ombudsman's spotlight report on Knowledge and Information Management. 8. The Ombudsman recommends that the landlord pay the resident the £300 it previously offered for its complaint handling if it has not already done Will be made public in three months. A long fight but don't give up

After swapping flats with a…

After swapping flats with a neighbour,for the third time Clarion have said that I am in arrears.DWP made the rent payments but for the third time it was put into the account for my old address.What gives with these people?Are they thick.I cant trust them anymore.