Resident involvement successes
Find out how residents have helped to improve our services across the country.
Resident involvement impact assessment 2023-2024
Our annual impact assessment, celebrates the powerful influence our residents have on our services and home management each year.
This report highlights how we listen to resident feedback and make meaningful improvements to landlord services, information and communication.
We measure and evaluate the significant impact resident involvement has had, showing both our communities and our stakeholders, the benefits of collaborative working and our dedication to continuous improvement.
Resident involvement can include attending meetings or answering surveys. Working with residents helps us identify and address both national and local issues and concerns.
Regional scrutiny committees
In 2019/20 all five regions carried out scrutiny reviews, looking at a range of issues in key service areas. Recommendations were then put forward agreed by the Heads of Service and noted by the Housing Association Board. The actions and outcomes from this are regularly monitored 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 chose this area to scrutinise as there were concerns about inconsistencies in the way Clarion communicates with residents around 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, by downloading our Resident Scrutiny Report for 2019-20.
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.
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resident scrutiny committee
How residents helped to improve 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.
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.