How to complain about Clarion Housing
Customer service phone: 0300 500 8000
Address: Clarion Housing Group, Reed House, Peachman Way, Broadland Business Park, Norwich, NR7 0WF
Online form: https://www.myclarionhousing.com/contact-us/all-other-enquiries/make-a-complaint
Response time: 10 working days (stage 1), 20 working days (stage 2).
Verified from Clarion Housing's own website on 2026-05-18. Always double-check before sending, landlords change contact details.
How to send your complaint
Clarion Housing accepts complaints by four routes. Pick whichever you can document, written routes (email, online form, letter) are easier to prove later than phone calls.
Slowest, but the most formal. Send recorded delivery and keep the receipt.
Clarion Housing's complaints procedure
- Stage 1, 10 working days
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.
- Stage 2, 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.
- 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 and we will tell you honestly.
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.
Should you use Support for Tenants instead of complaining yourself?
Honest answer: often not. If your damages would likely be under £3,000 and you mainly want the repair done, working through Clarion Housing's own two-stage complaints process is usually enough.
A claim through us makes sense when damages are bigger (£5,000+ in losses, illness, or destroyed belongings), or when Clarion Housing have been recalcitrant even after you have exhausted their complaints process. Then a legal claim with court-order enforcement is the right tool.
FAQs about complaining to Clarion Housing
Where do I send a complaint letter to Clarion Housing?
Clarion Housing Group, Reed House, Peachman Way, Broadland Business Park, Norwich, NR7 0WF. Verified 2026-05-18.
How long does Clarion Housing take to respond to a complaint?
10 working days for the stage-1 response, 20 working days for stage-2 if you escalate. If they still do not fix it, or 8 weeks pass with no proper response, you may have a claim. Call us free on 0800 030 4669.
What if Clarion Housing ignore my complaint?
After 8 weeks of no proper response you don't need to wait further, you may have a claim. Call us free on 0800 030 4669. Document every contact you've made: dates, times, names, reference numbers. That evidence is what supports a claim for compensation and repairs.
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 (24 hours to investigate and make safe an emergency hazard; 10 working days to investigate a significant hazard, then 5 working days from the end of that investigation to complete the safety work), you may be able to claim compensation. How much depends on how long the problem lasted, how serious it was, and any effect on your health.
See also: Clarion Housing main page · Ombudsman vs a claim · Letter builder · What to do if they ignore you