Hackney Housing Satisfaction Rises to 58%, Repairs Improve

Key Points

• Satisfaction with Hackney Council’s Housing Services has risen since the improvement drive began in 2022/2023.
• The latest independent survey of 2,243 Hackney Council tenants and leaseholders, conducted over July and August 2025, shows overall satisfaction up 6% to 58%, repairs service up 7% to 65%, the landlord listening and acting on views up 10% to 54%, and keeping tenants informed up 11% to 67%.
• The survey followed reports from the Regulator for Social Housing and the Housing Ombudsman on the housing service.
• Compared to 2022/2023 levels, satisfaction is now above those benchmarks when the improvement plan started.
• The Council manages more than 30,000 homes and handles around 80,000 repair requests annually.
• Overall satisfaction with the housing service, repairs service, and repair completion times has increased from the previous year, reflecting a 65% reduction in overdue repairs backlog since October 2024.
• Areas without improvement include being kept informed (down 3% to 67%), cleanliness and maintenance of communal spaces (down 4% to 55%), and complaint handling (down 1% to 28%).
• The Council has seen fewer cases investigated by the Housing Ombudsman and fewer maladministration findings.
• Improvements since 2022 include faster responses to leaks, damp, and mould reports, plus new tenant involvement methods to shape service enhancements.

Hackney, London (East London Times) January 19, 2026 – Satisfaction with Hackney Council’s Housing Services stands higher now than when the service launched its improvement drive in 2022/2023, yet residents acknowledge more work remains ahead. An independent survey of 2,243 tenants and leaseholders, carried out over July and August 2025, revealed overall satisfaction climbing 6% to 58%, with notable gains in repairs and communication. The Council, which oversees more than 30,000 homes and fields 80,000 repair requests yearly, credits these shifts to slashing its overdue repairs backlog by 65% since October 2024, though dips in communal areas and complaints handling temper the progress.

What Triggered the Latest Survey?

The survey emerged in response to scrutiny from the Regulator for Social Housing and the Housing Ombudsman, whose reports highlighted prior shortcomings in the housing service. Conducted independently over the summer of 2025, it polled 2,243 Hackney Council tenants and leaseholders to gauge current perceptions. As noted in the official announcement, tenant and leaseholder satisfaction levels now exceed those recorded in 2022/2023, when the Council initiated its comprehensive improvement plan.

This timing underscores the Council’s commitment to accountability, with the data providing a benchmark post-scrutiny. The Regulator for Social Housing and the Housing Ombudsman’s interventions had spotlighted systemic issues, prompting structured reforms. Residents’ feedback in this latest poll reflects early fruits of those efforts, though the Council emphasises ongoing momentum.

How Has Overall Satisfaction Improved?

Overall satisfaction with the housing service reached 58% by mid-2025, a 6% rise from 2022/2023 levels. Specific metrics shone brighter: the repairs service hit 65%, up 7%; belief that the landlord listens and acts on people’s views climbed 10% to 54%; and the sense that the Council keeps tenants informed of matters that count surged 11% to 67%. These figures, drawn directly from the survey, mark a clear upward trajectory since the improvement drive’s inception.

Comparisons to the previous year further affirm gains in core areas like the housing service overall, the repairs service itself, and the time taken to complete repairs. The Council attributes this to targeted actions, including a dramatic 65% cut in overdue repairs since October 2024. Such progress signals effective resource allocation amid managing 30,000 homes and 80,000 annual requests.

Which Areas Showed No Progress or Declines?

Not all indicators advanced. Satisfaction with being kept informed by the Council dropped 3% to 67% compared to the prior year. Cleanliness and maintenance of communal spaces fell 4% to 55%, while the handling of complaints slipped 1% to 28%. These stagnant or regressing metrics highlight persistent pain points despite broader advances.

Residents flagged these as priorities for future focus, with communal upkeep and communication gaps drawing particular note. The survey’s granularity reveals that while repairs dominate positive feedback, softer service elements lag. The Council recognises these shortfalls as areas demanding intensified effort.

What External Validations Support the Improvements?

A key marker of progress lies in reduced oversight from external bodies. The Council reports a fall in cases investigated by the Housing Ombudsman, coupled with fewer maladministration findings against it. This decline aligns with the survey’s positive shifts, suggesting tangible behavioural changes within the service.

Such outcomes reflect sustained compliance efforts post-2022. Fewer Ombudsman interventions mean less escalation of tenant issues, bolstering trust. The Council views this as evidence that internal reforms are yielding verifiable results beyond self-reported data.

What Specific Improvements Have Been Made Since 2022?

Since launching the improvement plan in 2022/2023, the Council has accelerated responses to critical reports like leaks, damp, and mould. These fixes address long-standing resident grievances, with quicker turnaround times now evident in survey gains for repairs. Additionally, new mechanisms allow tenants to steer enhancements directly, informing service priorities through their input.

The 65% backlog reduction since October 2024 exemplifies operational overhauls, enabling faster repair fulfilment. Tenant-directed enhancements foster collaboration, potentially lifting metrics like listening and acting on views. These steps, embedded in the plan, prioritise resident voices in shaping housing management.

Why Does the Council Say More Work Remains?

Despite uplifts, the Council insists enhancement must continue apace. Overall satisfaction at 58% leaves room for growth, especially in lagging areas like complaints (28%) and communal spaces (55%). The commitment stems from recognising that higher benchmarks – akin to sector leaders – demand unrelenting focus.

Residents, per the survey, echo this: they recognise strides but call for deeper fixes. The Council’s pledge underscores a proactive stance, avoiding complacency. With 30,000 homes under stewardship, scaling successes across all facets remains paramount.

How Does This Fit Broader Housing Challenges in Hackney?

Hackney Council’s portfolio of over 30,000 homes amplifies the stakes, as does the volume of 80,000 yearly repair requests. Satisfaction gains amid this scale highlight efficient triage, particularly post-backlog clearance. Yet, communal and complaints issues mirror urban housing strains nationwide, where density tests maintenance.

The improvement drive positions Hackney as responsive, contrasting stagnant peers. Tenant involvement innovations could model best practice, elevating standards. Ongoing Ombudsman reductions further affirm Hackney’s divergence from troubled councils.

What Do Survey Details Reveal About Repairs?

Repairs emerge as a standout success, with service satisfaction at 65% (up 7%) and completion times improved year-on-year. The 65% backlog drop since October 2024 directly correlates, freeing capacity for proactive work. Leaks, damp, and mould responses, hastened since 2022, anchor this domain.

Residents value reliability here most, per the data. This domain’s lift – from 2022/2023 baselines – validates investment in frontline teams. Sustaining it will prove key to overall trajectory.

How Are Tenants Shaping Future Services?

New avenues for tenant input let residents direct enhancements and inform operations. This shift, introduced post-2022, underpins the 10% rise to 54% in perceptions of the landlord listening and acting. Direct involvement builds ownership, potentially addressing dips elsewhere.

Survey responses likely fed these channels, closing feedback loops. Such empowerment contrasts top-down models, fostering accountability. The Council’s adoption signals cultural change within housing management.

What Lies Ahead for Hackney Housing?

The Council vows to press forward, targeting stagnant areas like complaints and communal upkeep. With satisfaction above 2022/2023 but below ideals, pace accelerates. Metrics like 67% information-keeping (despite a 3% dip) offer baselines for refinement.