Clarion Housing Association, the largest housing provider in the UK, has been the subject of numerous complaints and negative reviews from residents. Issues such as poor repairs, unanswered calls, and ineffective communication have left many feeling frustrated and let down. In this article, we will delve into the experiences of residents, explore the challenges they face when dealing with Clarion, and discuss the steps the housing association is taking to address these concerns.
The Resident Perspective
Unanswered Calls and Poor Repairs
One resident, who chose to remain anonymous, shared their grievances with the Camden Council regarding their experiences with Clarion. They expressed anxiety whenever they had to contact the housing association due to the likelihood of encountering stress and poor service. The resident highlighted issues with missed or cancelled appointments, unreturned emails and phone calls, and ignored complaints. For instance, they were left without heating and hot water for months in 2018 and faced numerous missed appointments and cancellations when dealing with a broken toilet two years later.
Lack of Response during the Pandemic
The resident also raised concerns about Clarion’s response during the COVID-19 pandemic. Despite being immunosuppressed and shielded during lockdowns, they were still expected to provide access to their home at short notice. The resident felt let down by the housing association’s lack of consideration for their safety and well-being during these challenging times.
Councillors’ Perspectives
Validating Resident Complaints
Councillors who attended the Camden Council meeting acknowledged the issues raised by the resident, emphasizing that these complaints were not isolated incidents. Liberal Democrat councillor Nancy Jiria stated that residents can feel let down by their relationships with landlords, a sentiment that can be applied across the board. Councillor Adam Harrison, representing the Bloomsbury ward, shared that he had received a significant number of complaints from Clarion tenants.
Clarion’s Response
Commitment to Timely Communication
Andrew Nowakowski, Clarion’s head of housing, addressed the concerns raised by councillors. He assured them that the association aims to respond rapidly to calls and emails, refuting the claim that complaints regularly go unanswered. Nowakowski also highlighted the changes made to Clarion’s repairs and maintenance service, noting that out of 256 disrepair claims in north London, only 10% were in Camden.
Apology and Continuous Improvement
In response to the resident’s concerns, a spokesperson for Clarion expressed regret and offered an apology to anyone who felt let down during the pandemic. They emphasized that the housing association made efforts to ensure a continuity of service while adhering to COVID-19 safety guidelines. The spokesperson acknowledged the backlog of repairs caused by the lockdowns but assured residents that progress has been made, with significant investments being made in social homes and fire safety work.
Conclusion
Residents’ complaints and negative reviews about Clarion Housing Association highlight the need for improvement in communication, repairs, and overall service. The experiences shared by residents demonstrate the frustration and anxiety caused by unanswered calls, poor repairs, and ineffective communication. While Clarion has acknowledged the issues and made efforts to address them, there is still work to be done to regain the trust and satisfaction of residents. By actively listening to residents’ concerns and implementing necessary changes, Clarion can strive to provide a better housing experience for all.