Support for Tenants
Refer someoneStart a claim0800 030 4669
Housing association · 125,000 homes

How to complain about Clarion Housing, and what to do if they ignore you

Call free: 0800 030 4669Start a claim

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.

A street of British terraced social-housing homes

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

The route they publish under the statutory Complaint Handling Code. Awaab's Law repair deadlines run in parallel: the complaints clock and the repair clock are separate.

  1. 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. 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. 3

    Still not fixed?

    If Clarion Housing miss these deadlines, 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.

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.

Call free: 0800 030 4669

Clarion Housing contact info

Verified from Clarion Housing's own website on 2026-05-18. Always double-check before sending, landlords change contact details.

General customer service
0300 500 8000
Head office address
Clarion Housing Group, Reed House, Peachman Way, Broadland Business Park, Norwich, NR7 0WF
Online complaints form
https://www.myclarionhousing.com/contact-us/all-other-enquiries/make-a-complaint

Talk to us about Clarion Housing

3 quick steps, under a minute. Prefer to talk? Use the Call button below.

Step 1 of 333%

What is the main problem?

Nothing is sent until the last step. No obligation.
Your answers are private and never sold.

What happens after you send the form

  1. We read your case. Real person, not a bot. Inside 1 working hour during opening times.
  2. Free 25-minute call. We tell you honestly whether you have a case worth pursuing.
  3. If we proceed, your case goes to one of our SRA-regulated panel solicitors. No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. If you don't win, you pay nothing.
125,000
homes managed
Grade C2
government rating: needs to improve
16
severe maladministration findings (2024-25)
24hr
Awaab's Law emergency repair deadline

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

Happy with their landlord overall63.7% vs 71.8% for most landlords (below average)
Happy with repairs63.7% vs 73.6% for most landlords (below average)
Repairs done in good time63.9% vs 69.5% for most landlords (below average)
Home kept in good repair61.9% vs 71.9% for most landlords (below average)
Happy with how complaints are handled25.5% vs 35.5% for most landlords (below average)

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.

£2,049
Clarion ordered to pay £2,049 after a 20-month delay fixing a severe leak
independent statutory ruling · case 202224788
£10,800
Clarion ordered to pay nearly £11,000 across three damp, mould and leak cases
independent statutory ruling

Why work with us

Three things we commit to on every case. No fabricated stats.

Clear costs

No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. If you don't win, you pay nothing.

A regulated firm

You are dealing with a regulated, authorised firm, not a cold-caller.

Honest advice

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

Sample complaint email to Clarion Housing

Copy this, fill in the bracketed details, and send. It cites Section 11, the Fitness Act and Awaab's Law.

See the full sample email
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?
Clarion Housing's general customer service line is 0300 500 8000. (Verified 2026-05-18.)
Where is Clarion Housing's head office?
Clarion Housing's head office is at Clarion Housing Group, Reed House, Peachman Way, Broadland Business Park, Norwich, NR7 0WF. (Verified 2026-05-18.)
How do I complain about Clarion Housing?
Complain to Clarion Housing in writing first, 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. If you are not happy with the reply, ask in writing for a stage 2 review. If they still do not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman for free.
What can I do if Clarion Housing have ignored my repairs?
Put the complaint in writing again and keep a copy, because the legal deadlines run from when Clarion Housing were told about the problem. Under Awaab's Law a significant hazard must be investigated within 10 working days, and an emergency hazard within 24 hours. If nothing happens, follow Clarion Housing's complaints process and keep a record of every stage. We check whether you may have a claim. If you do, we refer you to an SRA-regulated panel solicitor who gives legal advice and runs the case.
How long does Clarion Housing have to fix my repair?
Awaab's Law (added to the Landlord and Tenant Act 1985, in force from 27 October 2025) gives Clarion Housing fixed deadlines. An emergency hazard must be investigated and made safe within 24 hours, and if the home cannot be made safe in that time they must offer somewhere else to stay. A significant hazard, such as damp or mould, must be investigated within 10 working days, and the relevant safety work completed within 5 working days of the investigation ending. They must also send you a written summary of what they found within 3 working days of the investigation.
How do I report damp and mould to Clarion Housing?
Report it to Clarion Housing in writing if you can, by email, their online portal, or by phone with a reference number, and keep a copy. Describe the damp or mould, when it started, and any effect on your health. Reporting in writing matters because the Awaab's Law deadlines only start once you have told Clarion Housing about the hazard. If they do not act within those deadlines, speak to us.
Can I claim compensation from Clarion Housing?
Yes, if you've reported a hazard and Clarion Housing have ignored it past the Awaab's Law deadlines, you may be able to claim compensation. How much depends on how long it went on, how serious it was, and any effect on your health, so we cannot promise a figure. No upfront cost. You only pay if you win, and the fee comes out of the compensation, not your pocket. If you don't win, you pay nothing.
What if Clarion Housing have inspected but done nothing?
An inspection alone doesn't satisfy Awaab's Law. The repair deadline keeps running. Keep records of every inspection date, the surveyor's name, and what they said. This pattern strengthens any future claim significantly.
How do I escalate a complaint about Clarion Housing?
Stage 1: formal complaint to Clarion Housing (10 working days for response). Stage 2: written escalation if dissatisfied (20 working days). If they still do not fix it, or 8 weeks pass with no proper response, you may have a claim, speak to us and we will tell you honestly.

Related

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, not a promise; every case is different.

Was this page helpful?