How to complain about Clarion Housing, and what to do if they ignore you
Clarion Housing Group is the UK's largest housing association by stock, with around 125,000 homes managed across 170 local authorities. The group was formed by the 2016 merger of Affinity Sutton and Circle Housing, and independent statutory reviews have consistently named it among the most-cited large providers for repair complaints.
Clarion's scale is also its weakness: tenants regularly report being passed between regional teams without anyone taking ownership of a repair. When complaints stall, Awaab's Law deadlines are still ticking, and Clarion's published repairs satisfaction scores sit below the sector median.
How to complain about Clarion Housing
If Clarion Housing has left a repair undone, you have the right to complain, and to escalate it for free if they ignore you. Here is the order to follow.
- 1
Complain in writing. Send Clarion Housing a written complaint, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint, and they should reply within about 10 working days.
- 2
Ask for a stage 2 review. If you are not happy with the reply, ask Clarion Housing in writing to look at it again at stage 2, the final stage of their process. They should reply within about 20 working days.
- 3
Escalate to the Housing Ombudsman. If Clarion Housing still does not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman, the free service that reviews social-housing complaints. The Ombudsman has already named Clarion Housing in its 2024-25 review for upholding tenants' complaints, so you would not be the first.
- 4
If a repair is still not fixed, get free advice. If the problem is disrepair such as damp, mould, a leak or broken heating and Clarion Housing has ignored it, call us free. We will tell you where you stand, and you may have a claim. We deal with Clarion Housing for you, and there is no cost to start.
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Clarion Housing contact info
Verified from Clarion Housing's own website on 2026-05-18. Always double-check before sending, landlords change contact details.
How Clarion Housing's own tenants rate them
These are Clarion Housing's own tenants' scores, collected by the housing regulator in 2024-25. We didn't pick the numbers.
RSH TSM 2024-25 · gov.uk source · Clarion Housing's own TSM page
Most landlords means the middle score across every social landlord in England in the 2024-25 regulator data. The thin line on each bar marks that middle score.
Clarion Housing: Housing Ombudsman record 2024-25
The independent statutory review of social-housing complaints 2024-25 (published 23 September 2025) named Clarion Housing for upholding tenants' complaints of maladministration over repairs and conditions.
Source: independent statutory complaints review 2024-25. housing-ombudsman.org.uk · published 23 September 2025. See all 2024-25 records.
A real Clarion Housing case decided by an independent ruling
This is a published independent statutory ruling, not our own client. It shows the compensation Clarion Housing was ordered to pay a tenant, and the kind of failing we help you act on.
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If you don't win, you don't pay us. And you are dealing with a regulated, authorised firm, not a cold-caller.
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You pay nothing to get started, and nothing at all if you lose. If you win, the fee only comes out of your compensation, never out of your own pocket, and it is capped by law.
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We tell you on the first call whether your case is worth pursuing. We are not paid by case volume, so you get a straight answer.
Common issues with Clarion Housing
Based on public statutory complaints records and tenant reports. Awaab's Law deadlines apply regardless of which issue you report.
Damp and mould
Significant hazard: 10 working days to investigate, 5 to complete under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Leaks and flooding
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Broken heating and hot water
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Clarion Housing's complaints process
The route they publish under the statutory Complaint Handling Code. Awaab's Law deadlines (24 hours for an emergency hazard; 10 working days to investigate a significant hazard, then 5 working days to complete the works) run in parallel, the complaints clock and the repair clock are separate.
- 1
Stage 1, formal complaint
Target: 10 working days for response
Submit via the online complaints form or call 0300 500 8000. You should get a written acknowledgment within 5 working days and a full stage-1 response within 10 working days.
- 2
Stage 2, review
Target: 20 working days
If you're unhappy with the stage-1 response, request escalation in writing within 28 days. Stage 2 is handled by a senior team. Target: 20 working days for response.
- 3
Still not fixed?
If Clarion Housing miss these deadlines or still leave the problem unfixed, you may have a claim. Call us free on 0800 030 4669.
Clarion's published TSM scores show repairs satisfaction below the housing-association sector median. If you've been waiting longer than promised, that gap is itself useful complaint evidence.
Sample complaint email to Clarion Housing
Copy this, fill in the bracketed details, and send. Cites Section 11, FFHH Act and Awaab's Law, landlords take it seriously.
Subject: Formal complaint: disrepair at [your address], Section 11 and Awaab's Law Dear Clarion Housing, I am writing to formally complain about disrepair at my home at [your address]. The issue: [describe damp / mould / leak / broken heating / other, be specific about rooms, when it started, and any health impacts]. I reported this on [date] via [phone / email / portal / in person]. The reference number I was given is [reference if any]. To date, no proper repair has been completed. LEGAL POSITION: Under Section 11 of the Landlord and Tenant Act 1985, you have a duty to keep the structure and installations of my home in repair. Under the Homes (Fitness for Human Habitation) Act 2018, my home must be fit for human habitation. Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force 27 October 2025), if this hazard is an emergency you must investigate within 24 hours and offer alternative accommodation if the home cannot be made safe. If this hazard is a significant hazard, you must investigate within 10 working days, complete the relevant safety work within 5 working days of finishing that investigation, and provide a written summary of your findings within 3 working days of the investigation. This letter constitutes formal notice. Please acknowledge within 5 working days and issue a stage-1 response within 10 working days, as required by your published complaints policy and the statutory Complaint Handling Code. If you fail to respond or to act within these timeframes, I reserve all my rights including escalation to the Housing Ombudsman and a legal claim for compensation. Yours faithfully, [Your name] [Your address] [Your phone] [Your email]
Don't want to do this yourself? Use our free letter builder for a PDF, or start a claim with us and we'll handle the whole correspondence.
Frequently asked questions about Clarion Housing
What is Clarion Housing's phone number?
Where is Clarion Housing's head office?
How do I complain about Clarion Housing?
What can I do if Clarion Housing have ignored my repairs?
How long does Clarion Housing have to fix my repair?
How do I report damp and mould to Clarion Housing?
Can I claim compensation from Clarion Housing?
What if Clarion Housing have inspected but done nothing?
How do I escalate a complaint about Clarion Housing?
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By: Support for Tenants editorial team
Last updated:
Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only and not guaranteed; every case is different.