Trusted Agent profile · London
★★★★★
2,184 reviews across 2 platforms
Level 6, More Place, London, SE1 2DA
Clarion Housing Lettings's office in London, at Level 6, is rated 3.4 out of 5 across 2,184 reviews on two platforms, including 646 Google reviews rated 1.5.
Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotSpoke to Charlie on live chat
Spoke to Charlie on live chat, dealt with my problem fast and simple and I was able to get a repair appointment on a date that was suitable for me.Many thanks
Good morning,It's good to hear how Charlie was able to assist you in booking your repair. Thank you for taking the time to give feedback on our web chat service. Kind regards, Emma
5/5
TrustpilotExcellent Live Chat Experience
The advisor was very efficient and helpful. Contact was quick, much quicker than trying to call by phone. I will be using live chat from now on!
Good afternoon Jackie, thank you for your review. I am pleased that you have found this facility helpful, and very pleased to know that you will continue to use this going forward. All the best, Carol
1/5
Trustpilot6 weeks no hot water
6 weeks no hot water, a shower that has died after 2 weeks, an entry phone that wont work. engineers that don't carry spares to fix problems. engineers that cant read notes telling them to call my mobile as the entry phone doesn't work. Many missed hours of work and lost wages for me waiting for a repair that didn't happen, should I go on? oh, and a complaints page that wont allow me to make a complaint!!!!
Good morning Tony, thank you for your review. I am sorry to learn that you have been experiencing problems. I am sending you an invitation via Trustpilot to share your contact details with us. Upon receipt of this we can pass this to the relevant business area for assistance. I hope that this will be of assistance to you. Kind regards, Carol
5/5
TrustpilotSpoke to nicky/nikki today,she works…
Spoke to nicky/nikki today,she works for clarion repairs what a lovely lady.and so helpful too if only everybody was as understanding as her what a better place to world would be,and it's been a stressful day amd she just really made me smile and complimented me on helping my mum,nice to be recognised xx think its only fare she receives a little bonus xx for her understanding and great customer care skills
Good afternoon Eileen, thank you for your lovely review for Nicky, it is always nice to receive such positive feedback for our team. Your comments will be made available to her line manager. All the best, Carol
5/5
TrustpilotPaso was great!!!
Paso and Ashley put a new fence up for us and did an amazing Job! Paso is a credit to clarion. He is very hard working and his commitment was outstanding!
Good afternoon Nicola,Thanks for taking the time to let us know how Paso & Ashley completed the fence repair - The team will really appreciate the feedback so I will send it over to them straight away. Kind regards, Emma
5/5
TrustpilotMy live chat with Julia was a good experience
My live chat with Julia was quick efficient , polite and was sorted very well. All quetions asked were relevant to my request so no problems.
Thank you David for the great review and it's good to hear that your live chat with Julia went well. Kind regards, Emma
2/5
TrustpilotYou don't seem to care at all about…
You don't seem to care at all about your tenants! Robert heath heating are rubbish We have no heating or hot water AGAIN this happened a couple of weeks back when the pressure went,now it's happened again we woke up to house freezing, no hot water to wash, I have a young child with incontinence issues who needs bathing daily especiallyas she gets sore and needs to soak, have come in from work covered in dirt from going up in lofts and re fixing spot lights to the ceiling. Also the man that came out last time must have heard the co detector bleeping, but did nothing and the gas service was they suppose to check the date! It's been out of date for a year! So we are freezing and I'm covered in plaster! Then there's the joker who calls himself an electrician! Putting up an outside light that could not be turned off because there was no switch and he put up a light with no sensor, then he changed.my smoke detectors and put the round detectors on the old rectangular bases it looked hideous, then there's your ground workers who replaced the broken slabs un evenly and put the old ones on my garden plants!! When will it work??
Thank you very much Geraldine for your further review and I'm sincerely sorry to hear that you are still experiencing problems at your home - I have forwarded your review on to the relevant teams for their attention - Kind regards, Kate.
1/5
Trustpilot9 weeks soon to be 10 weeks, WITHOUT GAS or heating throughout property
My last review was submitted on the 27th February. Yet again here we are approaching 4 weeks later and we are still without gas and heating to the property. Writing the previous review made little impact seeing as from the 27th February, it was radio silent for two weeks despite us chasing Clarion and their heating contractor for an update. After 8 weeks without gas throughout the property, a third party contractor carried out the groundwork to reinstall the gas line. The heating operator attended on the 20th March to connect the gas and surprise surprise.... the job could not be completed due to incomplete works and as of today, no gas. No call from Clarion or the contractor to confirm next steps. I've been advised today by the heating operator that it is with Clarion. How anyone can treat tenants in this way is beyond my understanding - I have vocalised to Clarion on various occasions and they are fully aware, we are two high risk pensioners. We have had to go without electricity due to the cost of electricity versus gas, which has meant at times we haven't been able to heat the property, we have had go without the use of hot water and we cannot use our normal cooker. My husband has had an awful cold and this whole process has inflicted tremendous stress and i add yet again, is impacting our quality of life. Stop ignoring this matter, make it a priority and start caring about your tenants - we have been more than patient through this process we cannot wait another 8 weeks for the rest of the work to be finished!
Good morning,Thank you for taking the time to leave a further review and I'm sorry to hear that your outstanding issues haven't been resolved. I will be passing your review on to the relevant team dealing with your case immediately. Kind regards, Emma
5/5
TrustpilotThe Adviser was very polite and quick٫…
The Adviser was very polite and quick٫ very helpful today and I managed to get the appointment I was hoping for so very happy
Good afternoon Millie,Thanks for taking the time to leave a review. We're glad to hear you were happy with our service and that our agent could assist with your appointment.Kind regards, Emma
3/5
TrustpilotRoof Gutter clearing - delay
The repair that I requested is taking too long to be achieved. It is simply clearing guttering, which should be done on a regular basis by Clarion. The delay in clearing guttering when we are experiencing a large amount of rain, can only cause damage to the exterior and interior of properties. Causing damp and possible further repairs required. Clarion is a large organisation, and should have more trades people to make simple repairs.
Good afternoon, thank you for your review, and I am sorry to learn of the delays with your repairs. I hope that this matter is resolved quickly for you. Kind regards, Carol
5/5
TrustpilotAdam was really helpful as the day so…
Adam was really helpful as the day so far has been extremely confusing. We still don't really know if the job is going ahead or not.
Good afternoon Zoe, thank you for your review. I am pleased that Adam has been of some help to you today. I hope that you will consider using the online team again in the future. Kind regards, Carol
3/5
TrustpilotChange appointment date, paint package
Customer service were not helpful after being 9 in the queue I was told by an advisor that you have a high call volume and need to use live chat, I was in that queue and then was told this which is not good customer service and as a tenant I expected my query to be dealt with when I finally got through but this was not the case! Live chat we're great and supported my query but time was wasted and inconvenience was caused and not everyone is able to use this channel of communication and I would like to raise a complaint regarding this encounter pl5
Good afternoon Yvonne, thank you for taking the time to leave a review and I am sorry to learn that you have not had a good experience with the contact centre today. I have sent you an invitation via Trustpilot to share your contact details. Upon receipt we can look into this further for you. Kind regards, Carol
1/5
GoogleSpeaking to Danny from Careless housing, Danny was friendly but line dropped she failed to call back heating not working for over 2 days now, I called yestreday and I was 57 in the que wow I need job wana hire me. I'm cold and I have my orderly mother in the property, if its not sorted it can be bit of an issue. I look forward hearing from you Careless housing Association.
5/5
TrustpilotJulia was very helpful and kind and…
Julia was very helpful and kind and understanding,regarding my issue and acted upon it straight away,so it was solved and I was informed that I could rebook
Good morning Js, thank you for leaving your review. I am pleased to know that Julia has been able to help you. I hope that you will consider using the online team should you need to talk to us in the future. Kind regards, Carol
1/5
TrustpilotMy 80 year old grandmother has been…
My 80 year old grandmother has been living in a Clarion property since the 80s, she’s had a leaking roof probably since the 90s, the house is falling apart. She is unable to use the light in the bathroom as water leaks through the lightbulbs. Every time she has called someone out, they tell her the roof definitely needs replacing and they will book it in, then call her in a week or so. She then doesn’t hear anything, and when she calls them back they say no job has been booked and Clarion hasn’t got a clue what she’s on about. Honestly this has happened maybe 6 or 7 times and we are so fed up with these effing cowboys, all they care about is profit. Clarion housing should be ashamed of themselves, letting pensioners live like this!
Good morning Emma Louise, thank you for your review and I am sorry to learn of your grandmothers' situation. I am sending you an invitation via Trustpilot. Please share your grandmothers contact details with us and we can follow this up on her behalf. We look forward to hearing from you. Kind regards, Carol
1/5
TrustpilotA Disgraceful Display of Inhumanity and Incompetence
If you are looking for a housing provider that prioritizes bureaucracy and "lost" paperwork over the life of a disabled tenant, look no further than Clarion Housing.
Good morning Lloyd - We're very sorry to hear about the difficulties your family is experiencing. We understand your frustration regarding the tenancy transfer and the distress it has caused. We take these allegations seriously and will investigate the matter thoroughly. Please reply to the message that I have sent you (via Trustpilot) - Kind regards, Kate.
1/5
TrustpilotMould and children once again Clarion does nothing
Took a day off work for my bathroom to be plastered and painted due to severe mould which was requested by clarion themselves first operative said "oh I don't know why they booked me I'm not a plasterer" second operative came out "oh I don't have a scraper" 5 days later still waiting for the area manager to call me back to sort the work still nothing absolutely disgusting service my bathroom a state I have two young children they just don't care WOR100458028
Good morning Nicole, thank you for your review. I am sorry to learn that you have experienced problems with the work relating to the mould in your bathroom. I have noted that you have shared the work order number with me. I will escalate this on your behalf to the manager concerned. Kind regards, Carol
5/5
TrustpilotJane understood the emergency situation…
Jane understood the emergency situation and booked me in very quickly. I hope to get someone like Jane every time I need help, then things would go smoothly. Thank you Jane.
Good morning Georgia - Thanks for taking the time to leave a review and for letting us know that Jane was able to help with your enquiry - Kind regards, Kate.
1/5
TrustpilotThe comunual heating system has been…
The comunual heating system has been set to maximum flow and maximum temperature. Combined with the fact it has been poorly maintains and lagging insulation has been removed from pipes means that the temperature in the corridors of are building are over 33 degrees. Ever spring summer this happens and they do nothing about it, when they could send an engineer to just set the system to be cooler in summer. It's so hot it is rediculous.
Good morning Mike - Thank you for your review and we'd really like the opportunity to help with the communal heating temperature - Please reply to the message that I've just sent you (via Trustpilot) so that we can look in to this matter as quickly as possible - Many thanks, Kate.
5/5
TrustpilotClint was informative and really…
Clint was informative and really helpful and helped me with my query promptly. Really great Customer Service and a pleasure to talk to. Thank you Clint!
Thank you very much Becky for taking the time to leave a five-star review after chatting to my colleague, we really appreciate your feedback and we will be sure to pass this on to Clint.Kind regards, Emma
5/5
TrustpilotKhayc was very helpful
Khayc was very helpful and sorted things very efficiently. They were considerate of my working schedule for appointments and made it quick and simple to sort.
Good afternoon Sophie, thank you for your review. I am pleased to know that Khayc has been helpful to you today. I hope that you will continue to use this facility in the future should you need to speak with us. Kind regards, Carol
1/5
TrustpilotNot interested in helping there tenant's
Do not have any heating or hot water, the contractors Swale heating who are meant to fix it within 24 hours are making us wait 120 hours. I have called Clarion and explained this but still sitting in a cold home with 4 children for 72 hours and not even been offered electric heaters. It may not be so cold if my front doors didn’t have a big gap round it letting in the cold but this hasn’t been changed even when I asked about it when they did the last repair which they were meant to come back but didn’t. Not great service. UPDATE still not heard from them 6/3/24
Good morning Kelly, thank you for taking the time to leave a review. I am sorry to learn that you are experiencing problems with repairs and our contractor. I am going to send you an invitation via Trustpilot to share your details. Upon receipt, we will be able to follow this up on your behalf via the relevant business areas. Kind regards, Carol
1/5
Trustpilot6 weeks without Gas
Two pensioners who are now 6 weeks without Gas across all of our home and in the middle of Winter! A customer service representative acknowledged my trust pilot review on the 19th Feb and responded that it would be escalated to the relevant department. Here we are over a week later, no correspondence at all from Clarion or their heating contractor and still no details on when gas will be reinstated in my house. I then contacted Clarion on the 22nd Feb again for an update (this was one of at least 15 attempts made to get an update) and repeatedly advised it ‘would be escalated’. I contacted the heating contractor and was told AGAIN, ‘Clarion need to approve the works’, these works that were reported to me directly over the phone by a Clarion representative on the 15th February as having been authorised and that I would receive an update the next day (the 16th Feb ) which never occurred. From the numerous efforts I have made - phone calls, live chats, now via this platform - we are being ignored and left to freeze whilst racking up extortionate electricity bills to heat hot water and cook our food on a merrychef oven as our main oven will not work without gas. We have been patient with the process, made efforts to contact to get an update but this is taking a significant toll on our health and quality of life and it seems no one is doing anything about it, 6 weeks without gas!
Good morning and thank you for your further review - I'm really sorry to hear that you haven't been contacted regarding the current situation and I will escalate your enquiry to the relevant heating team straight away, asking them to contact you as soon as possible - Kind regards, Kate.
1/5
TrustpilotStill no response from clarion housing I keep getting a reply saying they will speak to the relevant people who carry out the work but still nothing it’s beyond a joke now
Once again still waiting for Clarion to sort out numerous issues with our property that have been going on for years ! Always saying yes we need a new roof, new windows new kitchen etc but nothing ever happens . Fitted a new front door that has got a gap as wide as the dartford tunnel lets rain water and the wind in , had someone come out mid November 2023 and said some of the work would start in about 3 weeks time well it’s now 2 months down the line and not even heard from them even though I wrote a review a few weeks ago and was told in a reply that I should be hearing from the relevant people but once again still not had any feedback what the hell is going on with Clarion housing it’s beyond a joke now .
Good afternoon Colin, thank you for your review. I am sorry to learn that you are still experiencing problems with repairs. I will pass your comments on to the area manger. Kind regards, Carol
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Clarion Housing Lettings's London office has 2,184 reviews across two platforms: 646 on Google, 1,538 on Trustpilot.
Clarion Housing Lettings London is rated 3.4 out of 5 across all 2,184 reviews, and 1.5 out of 5 on Google from 646 reviews.
Clarion Housing Lettings London, Level 6, More Place, London, SE1 2DA.
