Hackney Council Housing Satisfaction Rises to 58% 

Key Points

• Hackney Council reports a six per cent increase in overall satisfaction with housing services to 58 per cent since the service improvement plan began in 2022/23.
• Satisfaction with the repairs and maintenance service has risen by seven per cent to 65 per cent.
• The independent survey gathered feedback from 2,243 tenants and leaseholders between July and August 2025, following reports from the Regulator for Social Housing and the Housing Ombudsman.
• Ten per cent increase in tenants feeling the council listens to and acts on their views, now at 54 per cent.
• Eleven per cent rise in those who believe the council keeps them informed about important matters.
• Declines noted: satisfaction with being kept informed fell by three per cent to 67 per cent; cleanliness and maintenance of communal spaces dropped by four per cent to 55 per cent; complaints process satisfaction fell by one per cent to 28 per cent.
• Fewer Housing Ombudsman investigations and a decline in maladministration findings reported.
• Improvements since 2022 include faster responses to leaks, damp and mould issues, and new ways for tenants to influence service improvements.
• Hackney Council manages more than 30,000 homes and handles around 80,000 repair requests annually.
• Cllr Guy Nicholson, deputy mayor and cabinet member for housing management and regeneration, acknowledges ongoing challenges but highlights progress.

Hackney, London (East London Times) January 22, 2026 – Hackney Council has announced improvements in tenant satisfaction with its housing repairs and maintenance service, with overall satisfaction rising to 58 per cent and repairs satisfaction reaching 65 per cent, though challenges remain in areas like complaints handling and communal space upkeep.

What improvements has Hackney Council made to its housing services?

Hackney Council initiated a service improvement plan in 2022/23, focusing on enhancing the quality, efficiency, and delivery of housing services. The latest independent survey, conducted between July and August 2025, captured feedback from 2,243 tenants and leaseholders. This survey followed reports from the Regulator for Social Housing and the Housing Ombudsman.

Overall satisfaction with housing services has increased by six per cent to 58 per cent since the plan’s inception, while satisfaction with the repairs service has risen by seven per cent to 65 per cent. The council manages more than 30,000 homes and handles approximately 80,000 repair requests each year.

Cllr Guy Nicholson, deputy mayor and cabinet member for housing management and regeneration, stated: “Hackney is committed to improving the quality, efficiency and delivery of the council’s housing services. Nobody in the council is under any illusion that this is a quick fix.” He added:

“The improvement journey housing services are on will take time but these figures show that while there is still a lot of hard work to do, the steps taken so far have built a solid foundation from which the service can continue to improve.”

Since 2022, specific efforts have targeted faster responses to reports of leaks, damp, and mould issues. The council has also introduced new mechanisms allowing tenants to influence service improvements directly.

Why was the survey conducted and what methodology was used?

The survey emerged in response to scrutiny from the Regulator for Social Housing and the Housing Ombudsman. It involved an independent process polling 2,243 tenants and leaseholders over the summer months of July and August 2025. This comprehensive feedback mechanism aimed to gauge progress on the council’s improvement initiatives.

The data revealed positive shifts in tenant perceptions. Notably, the proportion of tenants who feel the council listens to and acts on their views increased by ten per cent to 54 per cent. Similarly, satisfaction with how the council keeps tenants informed about important matters rose by 11 per cent.

What areas showed declines in satisfaction?

Not every metric improved year-on-year. Satisfaction with being kept informed by the council dropped by three per cent to 67 per cent. Cleanliness and maintenance of communal spaces saw a four per cent decline to 55 per cent. The complaints process recorded a one per cent fall to 28 per cent. These figures underscore persistent challenges despite broader gains.

How has the council responded to Ombudsman findings?

The council highlighted a reduction in Housing Ombudsman investigations and fewer instances of maladministration findings. This decline aligns with the targeted interventions since 2022, particularly in addressing urgent issues like damp and mould. Faster response times to leaks have been a key outcome of the improvement plan.

Tenants now have enhanced channels to shape services, fostering greater involvement in decision-making processes.

What is the scale of Hackney Council’s housing responsibilities?

Hackney Council oversees more than 30,000 homes, making it a major provider in East London. Annually, it processes around 80,000 repair requests, demanding robust systems to manage volume and maintain standards. The survey results reflect efforts to balance this scale with tenant expectations.

Cllr Guy Nicholson emphasised the long-term nature of reforms, noting no quick fixes exist for entrenched issues.

What do the satisfaction figures reveal about tenant views?

Overall satisfaction at 58 per cent marks a six per cent uplift from prior benchmarks. Repairs service approval at 65 per cent indicates tangible progress in core maintenance. The 54 per cent feeling heard by the council, up ten per cent, suggests growing trust in responsiveness.

Information-sharing satisfaction climbed, with more tenants believing the council communicates effectively on key matters. Yet, dips in communal areas and complaints handling reveal gaps.

How does this compare to previous years?

Compared to the year prior, gains dominate in listening and overall repairs, but specific declines highlight uneven progress. The seven-year repairs rise to 65 per cent stems from the 2022/23 plan’s focus.

What challenges remain for Hackney Council’s housing team?

Despite advances, satisfaction with the complaints process lingers at 28 per cent, down one per cent. Communal space maintenance at 55 per cent, down four per cent, points to upkeep issues. Being kept informed fell to 67 per cent, down three per cent.

Cllr Nicholson acknowledged: “there is still a lot of hard work to do.” The council views current gains as a foundation for further enhancements.

What steps has the council taken since 2022?

Post-2022, priorities included accelerating leak responses and tackling damp and mould. New tenant influence methods emerged, empowering residents. These align with Regulator and Ombudsman recommendations.

The survey validates initial successes, with fewer Ombudsman probes and maladministration cases.

Why is Hackney Council’s commitment important for residents?

As a provider for over 30,000 homes, consistent improvements affect thousands. Rising satisfaction to 58 per cent and 65 per cent in repairs benefits daily living. Ongoing work promises sustained gains.

The 2,243 respondents represent a broad tenant voice, guiding future actions.

What is the context of other local developments in Hackney?

While housing dominates council efforts, local media covers vibrant community changes. As reported in the Hampstead & Highgate Express, a new pub named after a legendary local figure is coming to Stoke Newington (“Stokey”). Additionally, a restaurant and DJ ‘listening bar’ has closed for major expansion, per the same outlet. These stories reflect Hackney’s evolving landscape amid housing priorities.

Broader implications for East London housing?

Hackney’s trajectory mirrors pressures on London councils managing large portfolios. With 80,000 annual repairs, efficiency drives satisfaction. The survey’s mixed results—gains in core services, lags elsewhere—highlight the need for holistic reforms.

Cllr Nicholson’s realism tempers optimism: improvements build incrementally.