Clarion Housing Lettings London reviews

★★★★★ 1/5

Trustpilot

Another week of total incompetence

Another week of total incompetence, despite the director and head of repairs visiting my home seeing first hand the state I'm living in after lies were told to my mp saying there was nothing wrong with my home,and empty promises to rectify the wrongs and poor repairs ,today my bathframe which has plastic lodged under it to unsafely balance it was not repaired or made safe.and not to mention the hole underneath my bath where a 10 month leak caused the basement ceiling to collapse underneath .was not repaired or made safe,these people are callous lying inhumane good for nothings I will share on Google emails and pictures of the danger we are living in.they have had me on this merry go round for years as my home collapses around me and my child.

Tracy · 20 August 2024

★★★★★ 5/5

Trustpilot

Julia needs promotion!

Julia was so helpful, professional and courteous it made reporting the issues i had easy and nowhere as daunting as i had expected, give her a wage increase and make sure she doesnt ever leave for another company, shes a credit to Clarion housing!

David · 2 January 2024

★★★★★ 5/5

Trustpilot

Rebecca was very helpful and polite

Rebecca was very helpful and polite. The appointment is a few weeks away and she understood that if possible I would like it to be earlier. She also realised my safety concerns and asked about health and vulnerability

Joyce · 28 July 2025

★★★★★ 5/5

Trustpilot

Extremely helpful customer support.

Anamaria · 11 September 2026

★★★★★ 1/5

Trustpilot

Awful treatment of leaseholders

Awful. I have been a leaseholder for almost a decade and every time I have a repair issue with my external windows (frames, handles and locks) I have to spend hours proving that Clarion are responsible for the repair and maintenance of the frames, handles and locks. I have been told they don't even hold a copy of my lease agreement as they were hit with a cyber attack in the past and have lost these records so don't have a copy of mine on file. I have repeatedly provided a screenshot clause 3 which clearly states they are responsible but its just such a battle every time I need them to fulfill their lease obligations.

Anne-marie · 15 August 2024

★★★★★ 1/5

Trustpilot

The call handler was very nice but…

The call handler was very nice but can’t say the same about rest of it always chasing up if work gonna be done fed up with clarion but the staff themselves are very pleasant feel for them as they get the brunt of it yes can’t fault the staff at all and no still waiting to hear which I have for a while but hey ho that’s clarion for you and still waiting to hear about kitchen why does everything take long with clarion they soon call you when rent a day late

Diane · 14 August 2024

★★★★★ 1/5

Trustpilot

nothing done for over 2 YEARS…clarion do not care,even if your elderly,mentaly ill, physicaly unwell and been abused ,and have PTSD

over 2 YEARS of asking,begging,pleading.. for move near family. been robbed,threatened,sworn at, shouted at in street.... now my PTSD is worse than ever, So Anxious,and stressed now, have insomia & depression ,i am 69 yrs old, NOW worsened mental and physical health,& bouts of Aggoraphobia, still nervous/on edge here, need help and to be near family, CLARION have ignored me and done NOTHING ... 2years of excuses or lies, or no contact for weeks,or months at a time... they said i was Priority, still no help and near ZERO contact.. now they have said they cant help me anymore, they have taken me off priority,?? so wont get any help,(dont need or deserve it..apparently. SO NO HELP given < AND NOW still the same, thanks for 0/10 concern. next ? ? (they are out of order, its descrimination & against my human rights.... there are some nasty inhuman cold people who work in housing, its almost like they are playing some sick game with the way they treat desperate tenents who are vunerable, they pretend and lie that they will help, ive had about 7 housing officers, WHO kept giving me hope but delivered NOTHING, (all of them.... WHY? also they think i,m not mentally ill because i,m intelligent, and not crying and screaming at them , they have let me down badly,they never had any intention of helping me move EVER, its obvious.. they lied over the phone,lied in emails , they have made my life HELL on top of all my suffering in this home. so here i am alone scared, ill, a old age pensioner , who they LET DOWN and dont give a damn for, in other words " Go away

Tia · 13 August 2024

★★★★★ 1/5

Trustpilot

Overgrown trees damaging our roof

Overgrown trees damaging our roof - after a year and 80 contacts (yes , 80) and endless broken promises we are being forced to take Clarion ( a housing association and a charity) to court to force them to cut their trees ( self seeders) which we cannot reach from our side which stretch right over the roof, have damaged the roof and gutters, and block all the light. Disgusting behaviour. Garden their side now full of rubbish and looking like a jungle, have caused an invasion of rats to our side. They seem to have completely lost control of this property and can't ever inspect or enter it. Their property has completely disintegrated . We cannot even repair the roof because you cannot get through the tree growth and the property is flooded everytime it rains, Promises, promises and they have done absolutely nothing and we are going to have to take them to court to force them to look after their own property so we can look after ours. Utter disgrace.They now want more information. We have flooded them with information. , photographs and reports . Still they do nothing viz report in the Guardisn today about how ombudsman has found against them after failing to fix a window after FOUR YEARS . The property next door was kept tidy until about 5 years ago when Clarion took over . They can look it up themselves . This must be the tip of the iceberg. Now we have to take them to court to force them to cut their trees and their in-house solicitor intends to fight it . A real shower. .

Linda · 13 August 2024

★★★★★ 1/5

Trustpilot

Dis-Repairs Team

Dis-Repairs TeamRather than go into a essay, their repairs team, monkeys can do a better job!I have ongoing repairs unresolved for years, exhausted the complaints process, taken to the Housing Ombudsman and had two jobs raised since for separate issues and same dance and show.And they're supposed to be better than Hyde?Complaints form won't let you submit, called and sent to another line, called them and told they can't edit my complaint, called the original and they were fine to edit, THEN HUNG UP, and then finally went to live chat.Live chat was fine, but asking you to rate their service and feedback, which leads here to a whole feedback review of the housing association, sneaky!UPDATE - 12/08/2024 - So after being told the repair which I have been waiting nearly 2 months to be fixed (external burst water pipe - reiterated to me, not a emergency). I was told work was completed and complaint now closed.Except the repair hasn't been fixed, they dug a lot of holes in my front lawn, no communication and saw no pipe work fixed. Re opened my complaint and been on phone to repairs, for 2 hours, first woman hun up, and 2nd time a guy gave me a bunch of jargon, how it could be the water companies fault and that they won't raise a repair as ita not closed off (despite being told IN WRITING it's completed) and I have to wait to hear from complaints.My current water usage bill is £200plus and wastage £400plus for a one bed flat and these cowboys are doing jack.No one contacted me from their reply despite sending a link for details.

Ben · 12 August 2024

★★★★★ 1/5

Trustpilot

Damp/Condensation/Badly fitted windows.

We had terrible damp, mould and condensation within our house. The walls in the bedrooms were dealt with and the flat roof partly repaired because of this problem. The gutting has also been cleared. The main issue was and still is the damp and mould around the windows. ALL of the windows condensate and are ill fitted. Three workmen from Clarion have confirmed that the windows are in an awful state and have reported back to Clarion about this issue. My husband is disabled and has breathing problems and I have reported the problem so so many times. We have been waiting for a surveyor to come and look at the windows for nearly six months now. We cannot go through another winter like the last few. It's costing a fortune buying dehumidifier equipment etc all the time and the windows are just getting worse. Some are almost at the stage of not working now. Please could you help us soon.

Joe · 7 August 2024

★★★★★ 1/5

Trustpilot

they need to be investigated properly

they need to be investigated as they get away with lies . they only have 4.2 good reviews if it is a repair,or a easy inquiry, if its about a person health & wellbeing, or safety, of quality of life in their home ,well DONT bother asking them for help.. ive been trying for over 2years, ive sent them DRS reports, crime numbers RE- being robbed ect (they didnt even respond) i was attacked, verbal,& physical, their friends told me they would beat me up,to watch my back, called a grass ( they had Snuck in, stole frm my home ) clarion couldnt care less that i was frightened.. MPs & social workers also asked them to please re locate me near Family, still NO... my health has really suffered,i still feel very unsafe and have extreme anxiety, i pleaded with clarion ,they didnt answer my calls back,or my emails, maybe 1 out of 20 if your lucky... they are a nasty lot of uncaring liars, ive been with them for 30years,never once asked for help before, but then again its CLARION now, the others before them were a lot better/nicer, more caring.... they have made every excuse to not help me move .... i am ill , alone , have PTSD , i need family support, to feel safe also ...i have so much anger and dis belief in the disgusting way they treat Vunerable people who deserve better..i will carry on with my reviews on them, till they get what they deserve 0.05... ive never had to write such a bad , but honest review ever before, but they have been a big part of my DECLINE in health, and still are

Tia · 5 August 2024

★★★★★ 1/5

Trustpilot

Both Lifts in our 14th floor building…

Both Lifts in our 14th floor building have stopped working. The first lift stopped working over 2 weeks ago and now the second one has failed. Clarion are slow to react in getting things fixed, meaning we are in this situation again with no working lifts. If they had got the first one fixed in a reasonable time we wouldn't be in this situation. They are now saying the lifts won't be looks at again until after the weekend. This should be an emergency repair not one they wait 3 days to “try“ and fix. Furthermore the heating system has failed again only 6 weeks after it last failed.

Mike · 3 August 2024

★★★★★ 5/5

Trustpilot

Charlie was awesome

Charlie was really helpful, friendly and professional. He was able to proved me with information what I need it. Also explained when I questioned why? I would give Charlie 10/10 for his customer service.

JK · 28 June 2024

★★★★★ 4/5

Trustpilot

Bit miffed that an appointment was changed without being told

Bit miffed that an appointment was booked for today, and was changed without be informed that it had been rescheduled, another wasted afternoon. Contacted Chat and spoke to John who found out that the appointment had been cancelled and rescheduled. He was helpful and apologetic on behalf of Clarion, but having had this happened before very disappointed tenant.

Mr · 24 October 2022

★★★★★ 1/5

Trustpilot

Abhorrent customer service.

Abhorrent customer care.

Beverley · 10 September 2026

★★★★★ 1/5

Google

I moved into the flat in February 2018 with my young daughter. They hadn't decorated the house, it was dirty. They said they would send me paint, but they never did. I had no heating or hot water, and they promised to fix it but didn't do it for weeks. I called them repeatedly, but they didn't offer a solution, and they've exhausted me. They've exhausted me. Now l want to decorate my apartment, but they're saying I've lost my right. They won't provide me with paint or a voucher due to their own negligence. Shame on them.

Aynur · 16 September 2025

★★★★★ 1/5

Google

They don't even deserve 1 star. If you are thinking of buying a property with Clarion Housing, please don't. Their upkeep and maintenance of properties is absolutely atrocious. Gates, security systems, doors, cleanliness, pest control, refuse sheds, and poor quality materials used for windows and door frames. Everything takes months and months to fix and still breaks down again. But when it comes to increasing their annual service charges or late payments. They are so quick to respond. Worst housing association in my experience and I have dealt with 3 others!

Maham · 16 September 2025

★★★★★ 4/5

Trustpilot

had a log in problem

had a log in problem. All checked and no problems now. Also reported repair to bathroom tap at the same time - tap very difficult to turn on and off. got to wait five weeks for appt! That I don't particularly mind, but when I asked what to do should the tap become unusable I was told to call them back. Unfortunately previous experience tells me that I'm unlikely to get any assistance from them prior to the appt date. Will edit review if we have to contact them again.

Sue · 26 July 2024

★★★★★ 1/5

Google

Never awsner their phones or show up to bookings, and just doesn't communicate very well with customers. Like, you'd think that if they couldn't make a booking they'd at least text or call and say "sorry, we can't make your booking today" which would be professional at the very least. After failing to show up for the past 3 bookings, they finally sent someone out. He was great, sorted out my issue and was very friendly. That was good. Points to the dude.

Ronica · 25 August 2023

★★★★★ 1/5

Google

Their service to Leaseholders is non-existent. Over the last 7 months, I have been pulling my hair out for two simple requests: 1- Requested an extra fob (which was URGENT as my tenant relied on her neighbours to open the communal door). 2- Getting the frame of a window fixed (which is their responsibility, not the leaseholder). I had the same requests about 10 years ago to the previous managing agent. With the previous ones, both requests were dealt with promptly after 1 phone call. This year with Clarion, it took a month for my tenant to receive a fob to access her own property. I had to contact the Group Chief Executive to get this done!!!! Only once I contacted the big boss, I got 3 different people calling me back to give me a fob. Seriously? Regarding the window frame, I have been chasing for 7 months. It's been an absolute joke. It's now getting colder and an open window isn't helping with energy prices going up. The wall is now showing signs of damage, which will get worse as it's getting colder. I'm contacting a solicitor today for help as the Group Chief Executive only referred me to the complaint department this time. Oh, and I've just received some sort of accounts for the year ending March 2022. Not the actual accounts as their IT is down. However the yearly expenditure is 3 times more than any previous year. Clarion, that seems very dodgy...

Anais · 25 August 2023

★★★★★ 1/5

Google

Clarion do not deserve a single star from top to bottom this Association is rotten. Example, my 90+ y.o had plumbing issues due to an outside blockage, it took 2 hours of me pleading with them to get a plumber out. I received a unexplained bill I called and spoke to a guy who accent was so strong I couldn't a word he said. I later called in the afternoon and spoke to a lady who was pleasant enough, I tried to call back with a follow up question as the numbers did not add up, and spoke to "The only David in in the team". Who said " I have seen you have spoken two members of team, who how many times do you need to speak to someone for them someone to hear the same thing"? The whole team should be let go and hire people with decent customer service skills. Until they treat paying customers with respect they will not get a penny from me. If you are thinking of buying a flat an the leaseholder is clarion housing. Run a mile. Below is what £482 ever six will get plus rodents and other pests.

A · 25 August 2023

★★★★★ 1/5

Trustpilot

Why do I have to come to trust pilot to get help?!

Once again amazed to see a four star rating for this dreadful housing association. Where I live, Clarion manage the building. Badly.We currently have entrance doors with failed locks. So the building is completely open for people to enter freely. We have no security to our homes and Clarion do not care one bit.Reported over a month ago. Not repair done, repair cancelled with no notice with no reason given the only time an attempt was made to fix. Appalling. We are used to Clarion failing to action repairs but this is the safety and security of our property and person.The North East London team leave a lot to be desired. Failed completly.

Kirsty · 25 July 2024

★★★★★ 1/5

Trustpilot

Shambolic

It's a miracle if a workman coming to fix a repair turns up for an appointment. It's another miracle if they do turn up they are not late. Then another miracle if they are on a recall appointment (because the previous appointment was cancelled without notice) that they don't say they don't know what the appointment is for even though it is clearly written in the system because the Clarion operator tells me they can see it. Then it's another miracle if the workmen that do turn up don't complain about how poorly treated they are by the company. NEVER MIND that I have just wasted days of my life, arranging time off work, waiting around for appointments that get cancelled without telling me or simple jobs that don't get completed. i.e waiting in 2 WHOLE days just to get a bath panel replaced.... has taken 1 cancelled appointment which was rearranged for a month later then a late show up and then no bath panel. Now awaiting another appointment... This kind of thing has happened several times and it's shambolic.Then, if you go to write a formal complaint within the Clarion system, it comes back with ERROR and everything is wiped off so you can't even make an official complaint in writing.

Sha · 24 July 2024

★★★★★ 1/5

Trustpilot

This housing is the worst

This housing is the worst, not one of the worst! As they continue to make money, their houses are being left in disrepair for years and years and then offered to an unsuspecting new tenant to fix what should have been fixed before they even thought about letting it out again.Clarion may well need to be dissolved. Merton council need to consider using other housing associations to offer homes to the homeless people rather than them put into unfit houses. It may well be time to bring them back before the Secretary of State and the Ombudsman as their performance continues to lack in many ways, and they do not seem to care.Most recently, I approached a local fire station to get some fire safety advice and just the mere mention of Clarion. He burst into a laugh and uttered, " Clarion ? , they do not fix anything!"

Miss · 21 July 2024