Clarion Housing Lettings London reviews

★★★★★ 5/5

Trustpilot

Correct contact details

I have asked on several occasions for my landline number to be removed as I only really use my mobile. My manager and people on the phone have all said they've actioned this, but still people try and contact me on the wrong number. Sandra has been polite and sounds very organised. My fingers are firmly crossed that this will work.

June · 12 June 2024

★★★★★ 1/5

Trustpilot

Liars

Clarion housing associations gas contractor Robert Heath Heating carried out the gas safety inspection inside my home on 6th August 2026. I received the gas safety certificate in August 2026.

Customer · 6 September 2026

★★★★★ 5/5

Trustpilot

The way I was treated by Kelly Wiles…

The way I was treated by Kelly Wiles she really helped me when I had no water coming to my house. I was in a bad mental health. Kelly and her team helped me so much. With her and her team help they did everything and more to resolve the situation I was in. They deserve 10 gold stars. Regards Kathleen Cooke Ju

Mrs · 22 April 2024

★★★★★ 5/5

Trustpilot

Kay and Janice were very helpful and matters that…

Kay was very helpful and matters that could be dealt with got sorted but I also had to sit on the phone approximately half hour to try a recall the plumbers as they had just been to me but it was still dripping bad22.02.23 Spoken to Janice re my operative that didn’t turn up this morning who updated me on the situation why he didn’t turn up and hopefully he is still coming today, believe me I hope he does there are only so many towels I can soak with dripping pipes 😂 , still no ID shown as they didn’t yesterday either and was reported

Sam · 22 February 2023

★★★★★ 1/5

Trustpilot

Why is it that when repairs and…

Why is it that when repairs and complaints are acknowledged by your systems and then appointments are made but no-one turns up.Then when you try and find out why they say sorry was lost in the system so we're back to square one.By the way someone is urinating in the lifts in the tower blocks at goodwyns estate rh4

Trevor · 2 July 2024

★★★★★ 1/5

Trustpilot

Terrible Experience

Dear Sirs.We had to call the emergency services on 13th December 2022. Ref MRE3752253-1 as we had a leak under our bath appear.They sent somebody out who contained the leak then rescheduled another plumber to come and repair. The plumber came and worked here, he told us it was done and put the bath panel back on. The next day we noticed the ceiling was wet again.We called them back out and they came we were told the job had not been done properly.We then had to have another 4 visits before the leak was fixed.The leak and bad workmanship has caused damage to our ceiling. Equans came out and stain blocked the areas, we were then told that the areas would only be painted white, our ceiling is cream. We refused this and a phone call was made, we were told Clarian would sort this out. Despite sending emails and pictures and talking on live chat thus has not been resolved. Yesterday I received an email stating that the tenant is responsible for decorating.I escalated the issue ref cro0651201262 and complained crm0362701628. I will not accept that we are liable for shoddy workmanship. Nicoli at Equans was told how unhappy we are. We want either the whole ceiling painted in one colour or be given an allowance to enable us to get the repairs undertaken ourselves.I attach photos for your information.Please can you assist in anyway.Regards

Kevin · 7 February 2023

★★★★★ 4/5

Trustpilot

Communal Door repair

Online chat was ok although it took a while to get to chatting with someone but was ok once it going. Hopefully it will be sorted out.

Del · 17 September 2026

★★★★★ 3/5

Trustpilot

Appointment times were conflicted

Appointment times were conflicted, was sent one confirmation appointment time but was booked in for a completely different time. Had to rearrange my working day to accommodate original time, only to then lose a day's work completely. Very frustrating 😕 But must say how helpful Jennifer was on the Clarion online chat help. Thank you Jennifer.

Keeley · 8 August 2024

★★★★★ 5/5

Trustpilot

Nicola was absolutely amazing

Nicola was absolutely amazing. so helpful and gave me the information needed. Fantastic

Kèlly · 22 December 2025

★★★★★ 5/5

Trustpilot

Clarion responded to my call promptly

Clarion responded to my call promptly. An operative will be attending as a matter of urgency as my front entrance door will not close.

Jennifer · 22 September 2026

★★★★★ 5/5

Trustpilot

Live Chat

John was extremely helpful and managed to help in getting an emergency appointment through live chat. As someone who suffers severe anxiety being able to live chat as opposed to a phone call is a massive help and the agents are always so lovely and help to resolve any issues i have.

Michaela · 23 August 2024

★★★★★ 1/5

Google

They never respond to emails. Internal comms are nonexistent. Threaten you with legal action even though you have made an appointment for a Gas Safety Inspection as requested. Contractors turn up just because they've been at an appointment next door expecting access. So not on. Had same boiler and mouldy kitchen fixtures for over 22 years even though their own website states they should be replaced before this! Awful I've noted to every comment listed on here Clarion have replied with a general response to contact them. Joke? What's the point you never reply as per a lot of our moans; unless we contact the Chief Execs. Office!

Laura · 26 March 2026

★★★★★ 1/5

Google

Clarion you really need to make your contact us easier. You have set options, what if your query doesn't fit the boxes you set ? You finally get through to a number, you have to listen to an electronic voice telling you to treat the staff with respect and courtesy, then you find out you are no 17 in the queue. Why cant l just leave a simple email I just wanted to ask if your property on Vivian Rd is a ground floor flat. I think, it it's this hard to get a simple answer to a simple question, what if l had a bigger problem...

Margaret · 26 March 2026

★★★★★ 1/5

Google

Clarion Housing Association (once Affinity Sutton) are utterly shambles as a housing organisation. Lack of empathy and compassion towards tenants, fluctuating rent and/or services charges, complete disregard for tenants well-being and mental health, "eyes wide shut" type of mentality when dealing with Anti-social behaviour. In addition to the above as Clarion is the largest housing organisation in London, it is evident by the conditions of various properties that Clarion clearly cannot manage their housing stock; Mice infestations, in addition to rising damp/mould in older less efficient properties. Clarion see no errors in their ways and when reporting incidents to Clarion, Clarion's Stage 2 complaints process before complaint completion, makes no sense and merely adds to the tenant(s) who are already experiencing issues. Clarions customer service representatives can appear compassionate however most call handles lack empathy as well as understanding of their role and/or policy and procedures which often then results in incorrect or misinformation being relayed to tenants. Clarion has policy and procedures clearly laid out on their website however Clarion themselves fail to adhere to said policy however any issues raised with Clarion will be closed and concluded as the tenants fault. There is a communication barrier when contacting Clarion due to Clarion's maladministration, these "errors" are always corrected internally according to Clarion. To close I would strongly avoid signing any properties with Clarion Housing Association as a landlord at all costs. If you are looking to buy a home or are a social housing tenant, I would not recommend joining Clarion's roster. Clarion as well as all Housing associations have a duty of care towards their tenants regardless of their individual circumstances, there is NO care from this housing association.

Stefanie · 25 August 2022

★★★★★ 1/5

Google

My friend lives in a block under these and they were left with No water or electrics all weekend, and the lifts were not working. Disabled were confined and could not get out as they rely on lifts as cant use stairs. Water leaks onto the meters. They left them bottles of water by front gate. It has 6 floors. They were in darkness on stairs all weekend and they cant get access to the roof outside...

LadyWriter · 26 November 2024

★★★★★ 5/5

Trustpilot

Lewis a great man

I had a young man called Lewis. come and sort out my blocked toilet, even though the job could not be completed at the time Lewis made sure I had the right help on the way before he left. It was nice to have someone that cared and wasn't inconvenienced he was and is a very nice man

Tracey · 22 April 2024

★★★★★ 1/5

Google

Clarion do NOT deserve any stars! We've unfortunately been in our flat for 4 years now and nothing but problems. Starting with security for the communal block, there's isn't any, druggy lives above and is frequently visited by police and paramedics after SHE calls them herself. (And no its not a cry for help) the smell of cannabis in my home on the daily coming from her, repairs....do it yourself! Flooring is part asbestos tiles and clarions response is "she's (me) not getting new flooring! Bare in mind I have physical and mental disabilitys to which this flooring is hazardous to health! It's coming up all over the place exposing an even uglier concrete floor. Clarion talk down to us as tenants. The communication in their office is non existing NOTHING is done. They ask for CRN, I've got about 6 sent to them....NOTHING. i could gp on and on. AVOID AVOID AVOID

Gabi · 10 October 2024

★★★★★ 1/5

Google

Clarion do NOT deserve any stars! We've unfortunately been in our flat for 4 years now and nothing but problems. Starting with security for the communal block, there's isn't any, druggy lives above and is frequently visited by police and paramedics after SHE calls them herself. (And no its not a cry for help) the smell of cannabis in my home on the daily coming from her, repairs....do it yourself! Flooring is part asbestos tiles and clarions response is "she's (me) not getting new flooring! Bare in mind I have physical and mental disabilitys to which this flooring is hazardous to health! It's coming up all over the place exposing an even uglier concrete floor. Clarion talk down to us as tenants. The communication in their office is non existing NOTHING is done. They ask for CRN, I've got about 6 sent to them....NOTHING. i could gp on and on. AVOID AVOID AVOID

Victoria · 9 October 2024

★★★★★ 1/5

Trustpilot

Reported a leak on 26th Dec ,they were…

Reported a leak on 26th Dec ,they were supposed to come 6 days later "didn't come,they were then supposed to come the next day didn't despite emailing the ceo and she getting it raised ,they still haven't had the decency to come and stop this leak ! meanwhile my kitchen is flooding property getting destroyed !Absolutely disgusting Housing association and poor management !Incompetence is an understatement.these people.have zero respect for thier tenants and human life !

Tracy · 7 January 2023

★★★★★ 5/5

Trustpilot

Customer service

Advisor was polite, friendly and dealt with my concern promptly

Andrew · 22 December 2025

★★★★★ 1/5

Google

I'm not even a Clarion tenant but I share a fence/s in my garden with a clarion tenant. My dealings with this company have been horrendous so I can only imagine what my neighbour and others who are tenants have to deal with!. I approached them to support their tenant in sorting their garden and fence so I can begin to sort mine out. This was two years ago, till date I have not had any sort of response and the issue is still there. I have tried to follow up again to find my email has been blocked. What is an insult to the injury is going past your new build near Morden which looks lovely and polished. You clearly have the money to continue to build whilst neglecting your tenants. Shameful, disgraceful treatment. I hope you are hit where it hurts soon £.

L · 16 March 2026

★★★★★ 5/5

Trustpilot

Parisse was great today helping me with…

Parisse was great today helping me with my enquiry on the customer chat. Within minutes she had raised the job and given me a reference number and told me who would contact me and by when. Great service.

Steve · 23 January 2026

★★★★★ 1/5

Trustpilot

Where is our long awaited loft insulation???

About four years ago workers from Clarion came out to look at our loft. It needed insulating, we have lived here for 27years and it has never been done. There is a disabled person in the house and we need to keep it as warm as possible during the winter and cool as possible during the summer. The workman said "the loft was in an awful state and urgently needed insulating" He said "that he would order the rolls and call us with a date to do the work". Never to be seen again!! Seven phone calls and five emails and four years on, we are still being ignored. We cannot afford the heating as it is and have to dramatically cut down in the coldest of weather. The situation with the loft is getting worse, not to mention that we had to pay for someone to help us clean it out four years ago!!! Ready for the elusive workman to return. We cannot go through another winter like it. The disabled person will suffer with the cold and it's really not acceptable anymore.

Joe · 16 July 2022

★★★★★ 5/5

Trustpilot

Helpful advisor

The advisor was helpful in finding a solution to my problem quickly. I will use this service again if I need it.

Keith · 15 September 2026