Clarionhousing Reviews 74

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?
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 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 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 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

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 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.
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: 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, 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. 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.

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 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

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 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.

1st social housing i ever got at age 50, i suffer PTSD, COPD, Aspergers syndrome, 24/7 screaming tinnitus, hearing loss, hyperacusis, severe painful arthritis. i got a 1st floor one bed flat with clarion advertised on rightmove with no local link restriction. Worst experience of my terrible, painful life. From 3rd day in the flat the upstairs neighbor aggressively stomped on the floor, from 9pm to 3am the first night, then from 9pm to 2am the next night, it stomped aggressively while whooping and gibbering like a wild baboon for hours every night for a week stomping and tantruming, then it gave up trying to coerce me that way and targeted my sleep, aggressively stomping whenever it thought i was sleeping. if i try to sleep at 10pm it wakes me at midnight or 1am, if i pass out exhausted at 4am it wakes me at 7am. even if i sit quiet with a book it stomps because it thinks i am sleeping. it never goes out ever so 24/7 it is up there, hating on me and focused on me, it is a living hell and i cannot sleep, eat, ever relax for a whole year ..... i told clarion many times how disabled i am and how badly it has destroyed my life, clarion staff gaslighted me and insulted me trying to say i am not "actually" autistic despite passing screening assessment and being on waiting list for over 2 years. Clarion staff were adversarial from the start of phone calls to me after i complained about the abuse from the neighbor above and they 100% took the side of the abuser and gaslighted me that extreme aggressive stomping from 9pm to 3am is "normal household noise", i have been very cooperative with clarion and offered to take anywhere they could put me to escape the constant terrorism from the evil resident above me. it broke my door buzzer by aggressively jabbing it for several minutes until it broke, it stood outside with 2 aggressive males trying to intimidate me with that fake jamaican accent they do whenever they try to intimidate people and clarion has ignored this and pretended it didnt happen ... clarion staff are dishonest, conceited, lazy, they 'work' from home and call me at inappropriate out of hours times that are convenient to them, 7.30pm or on a sunday! one clarion staff turned up 3 times without bothering to make an appointment, i realized they do this deliberately as a way of wrongfooting the tenant from the start of the interaction and also because it inappropriately crosses a boundary to turn up without bothering to make an appointment. Clarion staff in south London have a cult like mentality, similar to NHS staff and they are thick as thieves ..... the clarion staff investigating my complaint about the abuse were dishonest from the start and tried to reframe my complaint as a "counter complaint" in the very phone call they made to me to inform me of the abuser's counter complaint. IF they are calling me to inform me of a complaint, how is it possible for me to have already made a "counter complaint" to the one they are calling to inform me of ??? they are dishonest all the way, the other clarion agent tried to gaslight me that it was 'normal noise' and suggested they stand in my flat while their bullying and adversarial colleague stands in the flat upstairs and the abusive neighbor would then do a theatrical performance of making 'normal noise' and then the agent in my flat would say "well i can't hear any stomping" ..... a total set up.... it was at that moment that i realized that clarion were not going to help me and again i have to find somewhere to live. i never had social housing all my life and i have been homeless much of my life and now after this experience i do not trust any housing associations, i have hired a storage container and bought a tent and i am going to live in the tent until i can find somewhere to live, forget the local authority, i am not even from this part of London and there is no reason to stay here in this hellhole. i would rather be homeless in a tent than stay trapped in this flat and be abused every day until the wild baboon upstairs puts me in the grave with a heart attack or a stroke... the abuse by the maniac upstairs is one thing, but the collusion and 3rd world level corruption at clarion has destroyed me and it has cost me so much as i have to pay for a van to move my possessions, a storage container, i now have to go back to estate agents and private landlords with no guarantor so little chance of finding anything and clarion will surely try to spitefully sabotage that as much as they can..... NEVER trust clarion, they are thick as thieves and the staff collude and conspired to undermine, bully and destroy me

Ongoing antisocial behaviour
Whilst heavily pregnant, nothing actually resolved or done about it.

Been waiting for someone to contact me in regards to a Management Transfer since April 2024. Goalpost keeps being moved, sons medical needs seem to have been ignored just genuinely frustrated now.

They are useless and don't have a clue. I work for a company that is funded by the NHS, they said they prioritise customers who do. Yet they didn't acknowledge it and said good luck elsewhere! Totally clueless and unprofessional, just as well as their properties are not great and they need to update their website. Don't use them is the best advice.

Yet again clarion let people down not only waiting to hear about kitchen from
June I’ve a issue with neighbour they say they won’t help then said to get in touch with east malling n larkfield parish council who say it’s not them and to go back to clarion like banging head against wall