Key Points:
- Hackney Council asserts ‘maximum effort’ to improve tenant satisfaction in its housing service.
- Latest tenant satisfaction survey shows minor declines in some areas but overall improvements since 2022/2023.
- 2,000 tenants and leaseholders surveyed between September and November 2024.
- Satisfaction with overall housing service fell slightly from 59% to 57%, but remains above 2022/2023 levels of 52%.
- Housing repairs satisfaction remained at 63%, while satisfaction with home maintenance dropped from 61% to 57%.
- Satisfaction with complaint handling increased slightly to 29% from 28%.
- Council highlights changes includi
- Hackney Council asserts ‘maximum effort’ to improve tenant satisfaction in its housing service.
- Latest tenant satisfaction survey shows minor declines in some areas but overall improvements since 2022/2023.
- 2,000 tenantsng faster response times to leaks, damp, and mould.
- Plans to continue investment in housing stock, including lift repairs and service standard improvements.
- Cllr Clayeon McKenzie reassures tenants of ongoing efforts despite future challenges.
What is Hackney Council saying about housing service improvements?
Hackney Council has pledged to continue improving satisfaction levels in its housing service, despite minor declines in some areas, according to the latest annual survey.
According to the council, the survey results reflect ongoing efforts to enhance tenant experience, with Cllr Clayeon McKenzie, Cabinet Member for Housing Services and Resident Participation, stating: “We cannot take our foot off the pedal on continually improving the service we provide to our tenants.”
The independent survey of 2,000 Hackney Council tenants and leaseholders, conducted between September and November 2024, serves as a key indicator for the effectiveness of the council’s efforts.
What do the latest survey results indicate?
The 2024/2025 survey results show that overall satisfaction with the housing service is at 57%, down from 59% last year, but still higher than 52% in 2022/2023.
Key satisfaction levels include:
- Housing repairs: 63% (unchanged from last year, up from 58% in 2022/2023).
- Time taken to complete repairs: 57% (down from 60% last year, but up from 52% in 2022/2023).
- Home maintenance satisfaction: 57% (down from 61%).
- Safety in homes: 63% (unchanged from last year, up from 58%).
- Handling of complaints: 29% (up from 28%).
- Communal area maintenance: 59% (down from 62%).
What changes has the Council implemented?
Hackney Council emphasised the steps taken to address housing concerns, including:
- Speeding up response times to leaks, damp, and mould issues.
- Strengthening tenant participation in decision-making processes.
- Changing contractors to support in-house repairs teams, increasing efficiency.
What challenges remain in housing services?
Despite efforts to improve service quality, there have been slight declines in satisfaction with home maintenance (57%) and communal area cleanliness (59%).
Cllr McKenzie acknowledged the challenges ahead, stating: “I want to reassure everyone living in one of our homes that the Housing Service is committed to working with you to deliver a better service.”
What are the Council’s plans for future housing improvements?
Hackney Council outlined its commitment to further investments in its housing stock, including:
- Repairs and replacements of lifts in housing blocks.
- Further improvements to service standards.
- Expanding measures to address anti-social behaviour, repairs, and tenant concerns.
The council reiterated that survey results would be used as a benchmark for further improvements, ensuring that residents experience continuous enhancements in their living conditions.
