Connection, empowerment and residents

As a resident of a housing association, I have often found letters and communications to be formal, daunting, and negative. Whether it’s a bill, a debt notice, or a chase-up, the tone rarely feels welcoming. But it doesn’t have to be this way. Housing associations can create a cultural shift that prioritises trust, empowerment, and connection between residents and providers. 

A key focus for Clarion should be connecting residents and building a sense of community. This can begin from the very start of a tenancy, with housing associations taking the time to understand residents’ needs. Communications and services should be tailored, rather than generic. For example, if a resident is interested in gardening, Clarion could share information about local green spaces or initiatives, empowering residents to take ownership of their surroundings and fostering community spirit. 

Empowering residents to take control of their lives and communities is equally important. Clarion Futures already supports this by providing training and grants for residents to run events and initiatives. By enabling residents to lead, we build trust, confidence, and stronger social connections. Skills developed through community involvement—such as leadership, event planning, and organising—also have value in the wider world of work. 

The COVID-19 pandemic highlighted isolation and loneliness in communities, and housing associations play a critical role in addressing these issues. Community programmes, such as wellbeing hubs, can bring people together and provide safe, energy-efficient spaces. Clarion Futures, in partnership with the Rothesay Foundation, has already supported over 100 warm and wellbeing spaces nationwide, helping residents feel connected and supported. 

Technology is increasingly central to how we live and interact. Clarion Futures ensures residents are equipped to take advantage of digital opportunities, providing skills training, access to online resources, and support to get online. This builds confidence, independence, and the ability to access vital services and information. 

Clarion also plays a role in breaking cycles of poverty and disadvantage. Life skills training, mental health support, and access to education and employment opportunities help residents build brighter futures. Working with local partners, Clarion offers specialist services including money management, parenting programmes, and counselling. This integrated approach strengthens resilience and confidence in communities. 

At the heart of this work is trust and transparency. Housing associations must be open and honest, involve residents in decision-making, and provide the tools and support they need. A fundamental cultural shift is required—one that prioritises resident-led initiatives, community engagement, and digital inclusion. 

By embracing this approach, the sector can create a brighter future for residents and communities alike. It will not be easy and requires a significant change in mindset, but Clarion Futures has already shown what is possible. Working collaboratively across the sector, we can harness collective power to make a meaningful and lasting difference in people’s lives.