Trusted Agent profile · London
★★★★★
2,161 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 2,161 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
TrustpilotReally nice and understanding staff
Really nice and understanding staff. That's all that people need really :) Thank you :)
Good Morning Sean, we appreciate your feedback and are happy to hear that our staff were understanding. Thank you for sharing your positive experience with us. Regards, Nimi
5/5
TrustpilotIt was a quick and easy query which I…
It was a quick and easy query which I got the answer too straight away.
Good Morning, we're delighted to hear that your query was quickly and easily resolved, and you received an answer straight away. Thank you for sharing your positive experience! Regards, Nimi
5/5
TrustpilotWilliam was very friendly kind and…
William was very friendly kind and considerate He clearly explained what was wrong with the toilet and replaced with new parts We had a good conservation which made the whole experience a real pleasurei would like him recognised as he is a real credit to the business
Good afternoon Paul,Thank you very much for taking the time to leave a five-star review for William. It's really great to hear such high praise for one of our team - I will share this with William and the team now, they will really appreciate your review - thank you Kind regards, Emma
5/5
TrustpilotAndreas was very professional and dealt…
Andreas was very professional and dealt with my enquiry well. I’m hoping now that the rest of the clarion housing contractors that I have been referred to will conduct themselves in the same manner. Through past experience, I’m not holiding my breath!
Good afternoon Emma,Thanks for letting us know how well your chat with Andreas went - We do hope any outstanding issues are resolved soon for you. Kind regards, Emma
5/5
TrustpilotWe had had a pre problem appointment…
We had had a pre problem appointment today 0800 to 1300, we stayed in all day as advised this morning, no one turned up. We contacted chat and spoke to Bradley who notwithstanding the IT problems he and his manager contacted the Repairs organisation, and have assured us that we will be contacted by the Surveyors in the next day or so. Thanks to Bradley for his customer care. David Addis
Good MorningThank you for leaving a review for Clarion. We are really pleased to hear that Bradley was able to assist you with your concerns regarding your appointment. We will let him know your comments as I am sure he will be delighted.Kind RegardsNatalie
1/5
GoogleStaying with a friend out of necessity. A very poor government social housing flat. No soundproofing. Voices and conversations can be heard from the flat down below in the bedroom and behind bathroom walls. Even a low tone, almost a whisper : "there you are", a mans voice which is not coming from the female tenant in the flat below which one would expect. I feel harassed. Was told a leak reported on 17 Dec would not be dealt with until after Xmas on January 8th. I believe that this housing association has taken part in a Breach of Data Protection campaign with Stevenage Borough Council.
4/5
TrustpilotWe have difficulties with follow ups
We have two problems outstanding and failure of the grounds contractor not doing a task completely. Adam has raised a job for the grounds to be dealt with, Laureen is contact the manager a supervisor to chase up further contact regarding outstanding works, both were very helpful, the updated chat is easier to use.Thanks to both Adam and Laureen
Good afternoon Mr & Mrs D Addis,Thank you for your review, we really appreciate your feedback we will be sure to pass this on to Adam & Laureen. We do hope your enquiries are resolved soon.Kind regards, Emma
1/5
GoogleHopes to be confidant with Clarion is like Losipher's hope to go to heaven. There is no way Clarion would Change. They are liers and I say that directly now with all Computers are slow or contractors are in an emergency job. They did not fix my shower drainage for 5 months. Warned me not to have a shower or they will take legal action if it leaks on my neighbour, Clarion told my neighbour that I complained about them, Clarion sent pictures of other homes to my neighbour to state that they fixed my shower but they didn't during those 5 months I have had friction with my neighbours below because Clarion surveyors where telling them stories and where telling me other stories about them. But now we both know that Clarion where causing friction and getting away from their responsibilities. They are the biggest disproportionate organisation I have ever known. And I don't care what Clarion staff says. I'm writing my story and I will soon be taking it to the press. Also I will mansion to the press that Clarion might change the company name to get away with previous problems. I "detest" and I lost confidence completely.
Hi, sorry to hear you haven't been able to get your issue resolved. We'd like to look into this, so please email reviews@myclarionhousing.com with details and we'll be in touch.
1/5
GoogleThe worst housing agency. I've been a living in a new build for 2 years now, when it's sunny the front panel of the door overheats to the extent no-one can get back into the building as the door system fails to recognise any fobs. Have been waiting outside for over two hours at times after just popping to the corner shop. Customer service is appalling I've reported this over 8 times in the last 2 years and the issue still isn't resolved. Being charged service charge and the stairwell gets cleaned once a month if that. Graffiti has been drawn on the walls in the stairwell and we have asked for it to be repainted to be told it won't be. When questioning what it's being used for we get forwarded on constantly to different teams to get sent letters nothing is going to be done about it. Avoid at all costs! Useless customer aftercare.
Hi Sahra, sorry to hear about your experiences. We'd like to look into this and try to find a way forward, so if you email reviews@myclarionhousing.com with details we'll be in touch.
1/5
GoogleIf I could give a 0 I would. We've been in our property since July and would you believe we still haven't paid any rent or had our service charge amount confirmed!! I ring every month and get fobbed off each time. The two men who showed me around and were my point of contact when buying don't answer the phone or reply to emails. The customer service of this company is astonishingly bad to say the very least. I just tried to ring again and now the whole company is uncontactable until the 5th of November. Poor is an understatement, what a mistake it was to go through Clarion!
Sorry to hear about this, Steph. We'd like to get this sorted, so if you email reviews@myclarionhousing.com with further details we'll be in touch.
5/5
TrustpilotHelpful & efficient
Just spoke to Vivien on the chat as I had a problem. Wasn’t possible to deal with through that function but I was offered alternatives including a call back.Really helpful and easy to use and Vivien was very helpful and efficient
Good afternoon - thank you for taking the time to leave your review. We are really pleased that Vivien was able to assist you with your enquiry today and that you found this facility easy to use. We hope you will consider using webchat again in the future. Kind regards...Michelle
4/5
TrustpilotNot accessible through phoning them
Not accessible through phoning them. Used online live chat which took almost an hour to request a simple repair. The assistant was helpful however I feel as if it would’ve been much more efficient for everyone if it was done over the phone.
Good morning Sultana - We appreciate your feedback and are sorry that you had difficulty contacting us by phone. We're glad the online assistant was helpful, and we'll explore ways to improve our accessibility and efficiency for the future - Kind regards, Kate.
5/5
TrustpilotClarion Livechat
The person I spoke to on Clarions Livechat was helpful and dealt with my issue swiftly. The chat was picked up quickly and I wasnt left in a queue for ages which is my experience with companies nowadays. The person kept me informed throughout the conversation.
Good morning Vivanne,That is great to hear, thank you so much for taking the time to provide feedback and share your experience of our web chat service. Kind regards, Emma
5/5
TrustpilotI spoke with Laureen today
I spoke with Laureen today. Very helpful and sorted things out for me quickly. Although Laureen was helpful, I’m still an annoyed that the man who came last time to help with the mould said he was going to show today but hasn’t. Waste of my time waiting in all day.
Good afternoon Hannah - I'm really sorry to hear that your appointment was not attended to today and I apologise for the inconvenience caused - It's good to hear that Laureen was on hand to help with the problem quickly - Kind regards, Kate.
2/5
TrustpilotIt's not the adviser's fault
It's not the adviser's fault; she tried her best to assist me. But, I genuinely don't understand why Clarion constantly advises their tenants to report anything online, just to be ignored if it isn't an emergency repair. What is the purpose. Repair is repairing. When I went to call Clarion, I was informed that I was caller number 65! I mean, really?
Good afternoon Danielle, thank you for your review, and I am sorry to learn that you are experiencing problems reporting repairs. We are also aware that the phone line are extremely busy and we are working towards alleviating these issues. Our online reporting system Oreo, has been re-introduced recently following the cyber security incident, and we are working very hard to catch up with incoming repairs via all means of contact. However, if you are still finding this to be an issue, please respond to the Trustpilot invitation I have sent you, and one of our team will see if we can help you. Kind regards, Carol
1/5
TrustpilotAbsolutely awful customer service…
Absolutely awful customer service experience! Very very disappointed and let down.
Hi Rachel, thank you for bringing this to our attention. We are sorry to hear about your experience. We appreciate you taking the time to share your feedback and look forward to hearing from you. Regards, Nimi
4/5
TrustpilotHollie C from Clarion - Thank you!
Hollie C from Clarion raised my repair to a EMERGENCY today at 10.45am, no questions asked, polite, helpful and thorough. Thank you Hollie C - Lets hope the engineers arrive sooner rather than later, watch this space! the water is rising as we speak! Ill soon be back on here if the engineers dont arrive ASAP - I pay enough rent, and never complain! WATCH THIS SPACE
Hello Kay, thank you for your review. I'm Glad that Hollie was so helpful, and we hope that the repair gets resolved very soon. Kind regards, Carol
1/5
GoogleHow i wish I had read these reviews before buying a property on leasehold with them. It looks like they are just bad with everyone. They want us to pay for service charges for a period of time we NEVER EVEN LIVED THERE. Their service charges also went up and they are aking for a lot for hardly anything. The park at the back that they maintain is horrid. *Edit to add: Now selling my place and I can tell you their lease extension team have been really hard to work with. Asking a question about their change in fees quoted = more fees.
1/5
GoogleNone of my repairs have been completed to full in 4 months ive got all the evidence ive made an enquiry to ombudsman also on how unfair you treat your tenants my boiler still hasnt been fixed as its needs repair it doesnt ignite and every day i get f28 service its now leaking and damaged the kitchen counter swelling up, kitchen plims were changed for no reason as all gaps are still same sizes or even bigger now pests are still everywhere in the building my window on my ceiling had 50% of its repair done and no one came to check today they came saying its not the plasteres job and the people who fitted the window, bunch of bullys who think phone calls complete repairs, every year you come and illegally pass the gas safety check promising repairs before hand with no repair made but somehow gas safety passes i will pay for a private gas safety check and compare it to your records changing swales name does not change its output still neglecting tenants and now allowing hot water or heating is against human rights as we all pay our bills but you and your contractors avoid completing any repairs.
1/5
GoogleI never write reviews - This company is so bad, I was forced to out of moral obligation. They don’t do anything ! I live on the 7th floor of an apartment building with disabled residents who cannot leave properly due to this embarrassment. After residents complained about the lift being broken they simply didn’t do anything. To confirm I called the lift company myself and booked in a site engineer - they haven’t showed up either but at least they had the decency to acknowledge the problem and said clarion had not informed them of the matter. Aside from just this the building has never been cared for properly.
5/5
TrustpilotNeeded to speak to Clarion regarding…
Needed to speak to Clarion regarding our tenancy, the CSO Julia answered my live chat. She was very helpful, though she could not help she passed my concern to the team responsible.Julia was polite and professional in her dealings with us
Good morning Mr and Mrs Addis, thank you for your kind review. I am pleased to know that Julia has been so helpful to you. Kind regards, Carol
5/5
TrustpilotVery good agent
Very good agent, refreshing to get a service.
Hello It’s great to know you received such good service from our agent and had a positive experience with us. Thank you for taking the time to share your feedback. Regards, Annabelle
5/5
TrustpilotExcellent service
Excellent service, polite and made me feel at ease
Good afternoon Hussain, We really appreciate your kind words. We’re pleased to hear that you received excellent service and were made to feel at ease throughout your experience. Regards, Olu
5/5
TrustpilotResidents Liaison Team
Just wanted to say a big thank you to Joey from the Residents Liaison team. He is very compassionate and empathetic. He always follows up any queries and I can honestly say it is refreshing speaking to someone who genuinely cares for tenants.
Good afternoon Keyah,Thank you very much for taking the time to leave a five-star review for Joey. It's really great to hear such high praise for one of our team - I will share your feedback with Joey and the team; they will really appreciate your review.Kind regards, Emma
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 2,161 reviews across two platforms: 646 on Google, 1,515 on Trustpilot.
Clarion Housing Lettings London is rated 3.4 out of 5 across all 2,161 reviews, and 1.5 out of 5 on Google from 646 reviews.
Clarion Housing Lettings London, Level 6, More Place, London, SE1 2DA.
