Back to News

Here is an update on Clarion’s response to the cyber incident and the impact on local services used by Clarion residents.

“We are sorry for the continued disruption some of your constituents are facing and we want to reassure you that we are doing everything we can to get services back up and running as quickly as possible. The update below provides a summary of the services that are operational, including a new way to report routine repairs relating to door entry systems and fire safety systems.

This e-mail provides a summary of all our key activity, but for a comprehensive update please visit the link below.

Services available to Clarion residents

Residents are able to book emergency repairs via telephone (0300 500 8000) and our Live Chat service at

They can now also book repairs relating to lifts, door entry systems and fire safety systems through Live Chat as well.

Our estate teams and caretakers continue to work in our communities as normal. We’re also contacting vulnerable residents by phone to ensure they have the support they need.

Heating and hot water repairs are unaffected and our programme of critical safety checks continues as normal.

Our planned investment programme is continuing, as well as any routine mechanical and electrical repairs.

We are also trying to facilitate mutual exchanges (via our House Exchange service) where a move-in date had already been agreed.

Rent payments

Many of the ways in which residents pay rent to us are unaffected and we are still receiving Universal Credit payments.

However, we cannot collect some direct debit payments. We have contacted all of our residents (via e-mail or letter) to advise them on the alternative options for payment and to reassure them that paying through alternative channels is safe.

In your community

Many of our local services are continuing as usual in the community and I thought you might appreciate a brief summary.

We carried out a Resident Engagement Day at the Blenheim and Arpley estate in Penge on 28 July

We have continued to deliver a business as usual cleaning and grounds maintenance service.

Our LiveSmart managers continue to door knock all residents in their schemes on a weekly basis to carry out welfare checks

We have telephoned all our residents over 70s and carried out follow up visits where useful.

Estate inspections continue as normal.

Latest information

For the very latest information, we are asking residents to continue to check

Thank you