At the recent Housing 2024 event, attendees gained valuable insights from Clare Miller, the Group Chief Executive of Clarion, one of the UK’s largest housing associations. Her address provided a glimpse into Clarion’s strategies for navigating the countless challenges facing the sector, from economic pressures to regulatory demands and evolving tenant needs.
Adapting to Macroeconomic Changes
The pandemic has had a profound impact on vulnerable groups, particularly those in deprived areas. Clarion, responsible for 125,000 homes and serving 360,000 residents, stressed the importance of adapting to these challenges while upholding service quality. Key concerns highlighted included inflation and rising costs, prompting the need for sustainable strategies among housing associations.
A critical issue addressed was the financial strain resulting from rent restrictions. Clarion disclosed a £120 million loss in investment over the past seven years, adhering to a 7% rent cap for registered providers between 1 April 2023 and 31 March 2024. Despite these financial hurdles, Clarion remains steadfast in its commitment to enhancing residents’ living conditions and forging a better future.
Embracing Data Insights and Modernisation
Clare Miller emphasised Clarion’s mission to not only provide housing but also invest in communities and improve service delivery, recognising data’s pivotal role in achieving these goals. Through its transformative programme, Connect, Clarion is revolutionising its organisational framework to better serve residents. This initiative prioritises process redesign, ensuring teams are responsive and agile, and placing customer needs at the forefront of decision-making. By harnessing data and adopting a digital-first approach, Clarion aims to elevate customer service and operational efficiency.
Addressing Customer Needs and Expectations
The speech underscored the increasing vulnerability among residents and their growing reliance on housing associations for support traditionally provided by other entities. Clare Miller articulated Clarion’s commitment to simplifying processes and ensuring residents encounter no barriers when seeking assistance.
Improving Repairs and Maintenance
Enhancing the quality of homes emerged as a primary focus for Clare Miller, highlighting Clarion’s efforts to address issues within their repairs and maintenance services. Through enhanced diagnostic practices and streamlined scheduling, Clarion achieved an 18% increase in operative efficiency. Moreover, the Connect programme facilitated a 37% rise in face-to-face interactions between housing officers and residents, crucial for understanding and meeting resident needs effectively.
Financial Resilience and Future Planning
The Group Chief Executive stressed the delicate balance between financial resilience and service enhancement. Clarion’s strategy involves reducing operational complexities and boosting efficiency to free up resources for new home construction. Recognising the inadequacy of reactive measures alone, Clarion prioritises proactive planning and long-term strategies to sustain growth and confront future challenges.
Ciptex Conclusion
In conclusion, Clarion’s commitment to transformation reflects a proactive stance towards addressing current challenges and preparing for future opportunities. By rethinking its organisation through the Connect programme, Clarion aims to set a benchmark in the housing sector, ensuring it continues to serve its residents with excellence and innovation.
At Ciptex, we align with this vision of leveraging technology to elevate customer engagement and operational efficiency. By collaborating and drawing insights from pioneering housing associations like Clarion, we empower housing providers to navigate today’s complexities effectively and achieve their strategic objectives.
