Trusted Agent profile · London
★★★★★
2,218 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 2,218 reviews on two platforms, including 657 Google reviews rated 1.5.
Every review we hold for the London office, from every platform, shown as written. First names only.
1/5
TrustpilotHave mice in the property and first…
Have mice in the property and first reported on bank holiday Monday still waiting for pest control. Disgusting landlords . Money seems the only drive they have
Good morning Hayley and I'm really sorry to hear that you have mice in your property - Please reply to the message that I've just sent you (via Trustpilot) so that we can assist - Many thanks, Kate.
1/5
GoogleIf I could give them 0 stars I would. Been with NO WATER FOR 24 HOURS in one of their buildings and they are not doing anything. "We'll send someone" it's the chant their customer service repeats but NOBODY HAS COME TO CHECK AND IMPLEMENT REPAIRS. It is appalling how they treat people. We are spending so much money to buy bottled water because Clarion Housing is useless. FIX YOUR PROBLEMS
1/5
GoogleThe worse Housing Association ever. I don’t usually leave bad reviews but since I have been with them for 2 years. It’s been nothing but shockingly bad customer service. 3 months ago I paid for a fob garage key and despite politely following up every week. Nothing has been actioned.
Good morning Anthony - I'm sorry to read your review and to hear about the trouble you're having for your fob key please contact us on 0300 500 8000 or email us at reviews@clarionhg.com so that we can assist further - Kind regards, Pris.
4/5
TrustpilotKadeen answered my question.
Kadeen answered my question.My problem was passed onto the CAS team but they are slow in replying. That’s if they do reply
Good morning Dean,Thanks for taking the time to leave a review. We're pleased to hear Kadeen could assist and direct your enquiry to the relevant team - We do hope any outstanding matters are resolved soon for you. Kind regards, Emma
2/5
TrustpilotDon’t want to write to much on here but…
Don’t want to write to much on here but clarion housing really don’t help when your struggling just say nothing we can do it eas issues with rent
Good afternoon DianeI'm sorry that you have found our service disappointing - Please do contact us so that we can help with any outstanding issues that you may have.Kind regards, Emma
5/5
TrustpilotJust to to say and hope it’s past to…
Just to to say and hope it’s past to her manager that today 26th may spoke to a Yasmin on rent section amd she was so nice to me after all trouble I’ve had with clarion was nice made me feel better
Good afternoon Diane, thank you for leaving your review for Yasmin. I have passed on your kind words. Kind regards, Carol
1/5
TrustpilotVery poor service
I was still typing my query when the session ended and I spoke to nobody apart from giving my details. Most disappointing
Good afternoon Daniela,I'm sorry to hear that your chat was disconnected today - Sometimes the internet connection can fail and it can appear that the advisor has left the chat so I apologise for any inconvenience caused - Please do try our online chat again so that we can help you.Kind regards, Emma
5/5
Trustpilotthe chat side is grate and help full .
the chat side is grate and help full .but trying to speak to some one on the phone is a joke, you do not get to speak to some one, just left hanging on with no answer
Good afternoon John,Thank you for taking the time to leave a review, we really appreciate your feedback. We're glad you found our online team helpful - We hope you will use our web chat service again for any future enquiries. I am sorry to hear of your experience of calling in to our Contact Team, we do apologise for any inconvenience caused.Kind regards, Emma
3/5
TrustpilotThe agent was very helpful
The agent was very helpful, but I felt as though the length of time to deal with my issue is too long.
Good afternoon Maria - thank you for leaving your review. Really pleased we were able to help you on this occasion but sorry you felt it took longer than expected. We hope you will consider using this facility again in the future and the time taken will be improved upon. With kind regards...Michelle
5/5
TrustpilotTracey was very helpful and efficient…
Tracey was very helpful and efficient in answering my questions
Good afternoon Lisa and thanks for taking the time to leave a five-star review for our webchat team and especially Tracey - It is great to hear that Tracey was helpful and efficient today - Thanks very much and best wishes.
5/5
TrustpilotShani helped with my enquiry and dealt…
Shani helped with my enquiry and dealt with it efficiently and was really helpful in the information that was provided. Excellent customer service.
Good afternoon Ms T, thank you for leaving your review. I am pleased that you have found Shani to be helpful to you today. I hope that you will consider using the online team again in the future. Kind regards, Carol
1/5
TrustpilotVery rude
Very rude, should not have to explain why I turn my cooker socket off for safety and to save money, worst experience I've had
Good afternoon Dawn,Thank you for taking the time to leave a review and I am sorry to hear your feedback for our agent. Please do contact us again on 0300 500 8000 or via live chat so that we can help with any outstanding issues.Kind regards, Emma
5/5
TrustpilotLive chat
Had automatic letter sent out to me and Lori (live chat advisor) was amazing to reassure me that all was fine and very quick to sort my issue
Good afternoon and thanks for the five-star review after chatting to my colleague, Lori, today - It's good to hear that Lori was able to reassure you and I will send your review over to the live chat team, they'll be really pleased to read your review - Kind regards, Kate.
1/5
TrustpilotAnother missed appointment
Another missed appointment. Why have clarion housing got two Trustpilot platforms?? Ones for the real reviews and the other for all the false reviews in my opinion. Be sure to add this to my account please clarion. This housing association is definitely the worst!!!
Hi Alan - Thanks for your further review and opinion - We will add your comments to your account as requested - Kind regards, Kate.
1/5
TrustpilotWhile talking with an agent on live…
While talking with an agent on live chat she decided to cut off my conversation. Apart from that the knowledge of the person was appalling.
Good afternoon Chris,I am sorry to see that the live chat with our operative did not go well. There are occasions when the connection can drop out and it can appear that the operator has left the chat. I can only apologise if this has happened to you. Please do try our online chat again so that we can assist you. Kind regards, Emma
5/5
TrustpilotEmergency repairs
I have contacted yesterday & today & both days I have been helped by 2 very polite and efficient members of staff, yesterday was Teresa & today Amanda
Thank you very much Pamela for taking the time to leave a five-star review after chatting to my colleagues - we really appreciate your feedback and we will be sure to pass this on to Teresa and Amanda.Kind regards, Emma
5/5
TrustpilotQuick response and query dealt with there and then
My query was dealt with quickly and although I kept looking connection I was still able to re connect with the same agent.
Good afternoon Sharon and thanks for the great review after chatting to my colleague today on our live chat service - It's great to hear that it went so well - Kind regards, Kate.
1/5
Google1 month on and still no help from Clarion. Keep being sent a 'holding' reply!! Dreadful service. No response to emails and i submitted my request over a month ago and keep getting an email telling its been sent to the xxx department. Yet i do not hear anything from the department that is meant to be assisting. I have sent chaser emails and keep being told the same thing. I would not use this company for anything related to housing needs etc.
1/5
GoogleLiving on the top floor of an apartment block and the roof started leaking into my bedroom. I naïvely thought that my housing association would be active to fixing the issue, how wrong I was. Initially the little tap formed on my ceiling was reported and after gruelling attempts of getting a repair date, they told me 13th. I thought "cool, that's in two days" NOPE, its 13th of next month. Later stating that it can wait that long as "it's not an emergency" ... Excuse me, what??? As we are in England, our friend the rain came again within a week and started inviting itself into my bedroom, when I tried calling Clarion on their emergency repair line, the call hangs up every time after I chose the automated response options. I got to talk more to the recording than an actual person. I can hardly resist mentioning their automated response's "Due to the recent extreme weather conditions..." comment. It's not like we're in the middle of a typhoon, are we? If 12mm of rain is classed as 'extreme weather', then I calling off work today I suppose. The constant tapping of the water during the rain sounds like some Chinese torture. I'm soon going to have enough leakage that I can fit a second shower in here. ... Oh did I mention how the front of my building's communal area doesn't have a bloody front door? The lock was broken, fine, they can change the lock, but why remove the entire door and leave the communal area to feel like the Arctic? Also they took over 3 months to fix a lift, in a building with mobility disabled elderly living on the 2nd and 3rd floor. Considering moving to a dirt house for better conditions.
1/5
GoogleWe have a leak from upstairs, it's taken three weeks of calls and emails and still it leaks. Our current advice as advised by team leader Sadie "sorry we can't tell when the repair will be made because of data protection." I just want to know when the repair will be made, not someones personal information. Clarion use any excuse to avoid action any problems, Clarion are a despicable bunch that only care about profit. Don't be fooled by their website full if smiling faces, the reality is far far away this veneer that they promote. In the meantime my flat has been ruined, CLARION DO NOT CARE!
1/5
GoogleThey are completely incompetent as a company and have only gotten worse over the years. I.T failure has led to a complete breakdown and now you can't even get hold of anyone except the cleaners on estates unless you travel to their HQ, even then most probably won't get much assistance. I lost faith in them years ago and I really think it has come to a point where they are put into special measures by the government, however nothing will improve as quite frankly this company should be closed permanently and the council should take the housing stock back and hire new staff and not the staff that created the problem in the first place.
1/5
GoogleThey will take the money and don't understand they have responsibities to keep. The pipes in our building have started failing all the time (a 5 year old building) and all the neighbours have been with no water for 5 days now. They refuse to provide us with any water and ask us to talk to another company that they've subcontracted to do their job for them. Talking to them, they don't agree that not having water at home is a problem at all, and therefore not being able to take a shower, flush the toilet and do the laundry and keep a minimum hygiene is a normal thing for them even if we are paying a service charge that includes access to water and they don't care if they're at breach of their own terms and conditions. They won't move a finger to find you an alternative supply or bring bottles and say that according to their subcontractor there's a water tap in an electrical room somewhere in another block of the building and we can go and fill our pots one by one. That's what they consider normal access to water is. All their online systems are down conveniently so they can use it as an excuse to avoid any responsibility. I've raised a complaint with them for their lack of service and intention of charging full service charge despite not providing the service they charge for and they give themselves 2 weeks during which they won't move a finger to help. If you want to buy a property and they own the building, you should think it twice.
1/5
GoogleSlumlords hiding behind a corporation and protected by the government They are the most negligent company I have ever used for anything. Team up with building companies that cannot safely create family homes. Ignore their own complaint procedures, emails, phone calls and make communication impossible. Have no regard for health and safety of their tenants. I live in a new build home that would not have passed inspection- yet have no way of Getting them To fix it. They simply hope you will go away - even after 2 years of complaining. They do not have the infrastructure needed to handle anything. Badly trained staff who seem to be directed to pass the buck at every point. No single contact for anyone issue it always ends up with 20 different emails to 5 different people who don’t communicate with each other. They have a zero transparency policy it seems when asking for an explanation of why service charges on identical properties vary by hundreds of pounds, or why service charges have risen because of THEIR underestimated admin costs. I’m Currently pursuing claim for negligence against them. I would give them less than 1 star If possible
4/5
TrustpilotQuery dealt with efficiently
My live chat resulted in me getting in touch with the right department and obtaining a reference number for my enquiry
Good afternoon - thank you so much for leaving your feedback. We are pleased to hear we were able to help you with your enquiries. Kind regards...Michelle
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