You can complain to them if you're unhappy with your landlord's final response to your complaint about repairs. I have contacted Hackney Council about this and they simply passed the issue on to Hackney Homes for it to be investigated into. “Whilst what has happened is unforgiveable, I would urge Hackney Council to now formally apologise to Mr Goldie, and to review its procedures to guard against this happening to others in future.” Cllr Clayeon McKenzie, cabinet member for housing services, said: “We sincerely apologise to Mr Goldie for any distress and inconvenience caused as a result of delays to his repairs. They say the vast majority of complaints are successfully resolved at this stage. If you are unhappy with the service or a particular member of staff, the Council has a 3 stage complaints procedure. You can find contact details for Hackney Council above. Web: Repairs. This can vary depending on the matter, but is likely to be in the region of 12 months since knowing about the problem. Legal challenges We will let you know if there is a different process for dealing with the matter, we aim to respond to this stage within an average of 15 working days (10 working days for, a senior officer from the service you are complaining about or an appointee will oversee an investigation, which will focus on resolving the issue(s) you have raised, we’ll contact you to inform you of the outcome of the investigation and the action taken to resolve your complaint. My experience at the time working at hackney council you had to adhere to to policy at all times in order to resolve many tenancy related cases and keep a log of all cases to ensure that all procedures were being met on time. Artist Tamara Froud from Mosaic Allsorts undertaking the repairs earlier this year. Some complaints include issues about the conduct of council staff or staff working on behalf of the Council. Use this comments section to discuss problems you have had with Hackney Council, or how they have handled your complaints. Web: Housing. If you’re still not satisfied with our response to your complaint, you can ask the The Local Government and Social Care Ombudsman (LGSCO) or, if the complaint relates to tenant/landlord functions, the Housing Ombudsman Service (HOS), to investigate your complaint. Tel: 020 8356 3154. Please note that you cannot complain about someone under this duty because of the person’s accent, dialect, speech impediment, manner or tone of communication, origin or nationality. Hackney London Borough Council is the local government authority for the London Borough of Hackney in Greater London, UK. Complaints Department is not affiliated to, linked with or otherwise endorsed by Hackney Council. if your complaint covers more than one issue there may be a need to handle them as separate complaints. Initial complaints should be directed to Hackney Council directly. If you’re still experiencing problems, please send a repair request online or get in touch with the Hackney Repairs Contact Centre. Local Government Ombudsman We are an independent directory of contact information that enables consumers to quickly and efficiently find appropriate contact information and discus their own complaint experiences with other internet users. Complaints regarding the enforcement of health and safety at work legislation may be made to the Independent Regulatory Challenge panel. Following the May 2014 election, Hackney London Borough Council consists of 50 Labour Party councillors, four Conservative Party councillors and three Liberal Democrat councillors. in some cases it may be possible to resolve your complaint without the need for a full investigation. Have you had a negative experience when dealing with Hackney Homes, the private company that Hackney Council uses to provide council housing? Hackney Council’s Pest Control – Specialists in Infestation treatments for mice, rats, bed bugs, fleas, pharaoh ants, ghost ants, bees, wasps, pigeons and cockroaches. Email: neighbourhood@hackney.gov.uk. As you are monitored on your performance on a weekly basis. Job applicants have no right of appeal against the outcome of any stage of the Council’s recruitment process or in relation to any other employment matter. An appropriate officer from the service area will investigate the complaint fully, the service will reply to your complaint in writing within 10 working days or the amended timeframe we previously discussed with you. The general provisions of the complaints procedure will apply; however, please state that your complaint is being made under the fluency duty. The ombudsman will check to make sure that the Council is carrying out its published policies fairly and efficiently and that there has been no disadvantage to an applicant by a failure in the process. Hackney Council’s Repairs Service – Carry out emergency out of hours works (any works between 6pm – 9am, weekends and bank holidays), Gas Servicing, Gas Breakdown. Sometimes, adapting your home may not be the best solution. Email Customer Services on info@hackney.gov.uk, Call Hackney Contact Centre on 020 8356 3000. However, prior to the 8 weeks, you can contact the Council’s Designated Person, Councillor Clayeon McKenzie, Cabinet Member for Housing, or Councillor Anntoinette Bramble, to request that they look into the matter for you. Complaints If a Hackney Carriage driver has refused to take you because your fare is too short, or if the driver or vehicle (Hackney Carriage or private hire) does not meet your expectations, you can report this to us. For complaints relating to tenant / landlord functions, please note that you can’t approach the Housing Ombudsman until 8 weeks after the date of our final complaint response to you. There are also some issues making payments to the council, like rents, service charges, council tax and business rates, although direct debit payments are not affected. However, Hackney Council says it responded to reports of flooding at Chelsfield Point on December 31 within 15 minutes. We have a duty to ensure that anyone working for the Council in a public facing role must be able to converse at ease with customers and provide advice in accurate spoken English. However, prior to the 8 weeks, you can contact the Council’s Designated Person, Councillor Clayeon McKenzie, … Complaints that are not resolved using the Council’s own complaints procedure can be referred to the Local Government Ombudsman. We do our best to give you great services, but there’s always room for improvement. Coventry CV4 OEH delays of up to three years in properly addressing leaking down pipes, water penetration Concerns stemming from a recruitment exercise should be sent to: hrrecruitmentadmin@hackney.gov.uk. Hackney London Borough Council is the local government authority for the London Borough of Hackney, London, England, one of 32 London borough councils.The council is unusual in the United Kingdom local government system in that its executive function is controlled by a directly elected mayor of Hackney, currently Philip Glanville of the Labour Party. City and Hackney CCG, Hackney Council, Homerton Hospital and East London Foundation Trust have all agreed to abide by the principles in the Charter. 81 Aldwych Alternatively, complaints may be made direct on the Council's website. Hackney Council is planning how to resume maintenance and fire safety works on its housing stock after putting the majority of them on pause during lockdown. Housing service annual self-assessment – the Housing Ombudsman’s Code of Practice. If you need help finding out how to complain or to be signposted to the right place, please call Healthwatch Hackney on 020 396 0754 or email info@healthwatchhackney.co.uk . The council is unusual in the United Kingdom local government system in that its executive function is controlled by a directly elected mayor of Hackney, currently Jules Pipe of the Labour Party. The Housing Ombudsman is a free and independent service. Councillors are to scrutinise how the Town Hall maintains its lifts and makes repairs in its residential housing stock, following concerns raised around the borough’s response to vulnerable residents when a lift has broken down. How local councils work in England - types of council, decision-making, council finances, local councillors and making complaints Tel: 0300 111 3000 The first step is to call the complaints line on 020 8356 3000. Tenants and leaseholders. It also included a rise of 4.99% in Council Tax – less than £1 a week for the average Hackney resident – to help fill a £58million … Complaints will not be investigated by the officers who took the decision or actions against which the complaint is being made. In such cases, the usual complaints procedure will be followed, but there are also separate processes governing these issues which may include the involvement of human resources and a review by our code of conduct officers. London WC2B 4HN A letter sent today to residents by the council said that repairs to the lift by the council is subject to further delay, with Town Hall contractors finding that the main lift motor was faulty, after which it was found that due to an instrument which measures the lift motor’s speed being now obsolete, with contractors forced to source replacements. We are interested in hearing stories regarding bad customer service, failures to respond to complaints, excessively long waits for repairs to be undertaken and bad service from the Customer Service personnel at local… The officer investigating your complaint will provide you with as much information as allowed but this will be dependent on the nature of the complaint and will be considered on a case by case basis. The housing repairs service at Hackney Council had built up an infrastructure of legacy software platforms, including Civica’s Universal Housing, Servitor and Kirona’s DRS, all resulting in unnecessarily complex processes and unstable linkages between different IT systems. They don't have any complaints procedure or any policies or procedures in place otherwise this would have been looked into and investigated internally by now. Tel: 0300 061 0614 (8.30am-5pm, Mon-Fri) For complaints relating to tenant / landlord functions, please note that you can’t approach the Housing Ombudsman until 8 weeks after the date of our final complaint response to you. If you have a complaint, please let us know and we will do our best to resolve the issue. We can also advise on suitable repairs and adaptations, and look at ways to keep your home safe, secure and more suitable for your needs. Please do not post any personal information relating to yourself, or employees of Hackney Council as these comments will not be approved. In response to widespread concern shared on social media, the Town Hall stressed that the initial demolition “will not impact the building where the last remaining family on the estate is still choosing to live”. This page is for general complaints about Council services. Hackney comprises 19 wards, each electing three Councillors. You can find contact details for Hackney Council above. Help and advice with your complaint. Hackney council said they fixed the “major” leak in March but restrictions on home-working during the Covid-19 lockdown period meant they were not able to complete the job. If you want to make a complaint about the service you've received from the council, you’ll need to tell us what your complaint is about so that we can direct you to the right team. PO Box 4771 Please note that we can’t usually look at a complaint if you have left it for an unreasonable amount of time. Email: info@housing-ombudsman.org.uk, See the latest updates and what support is available, subscribe to our newsletters for the latest updates and news from Hackney services, annual self-assessment showing our performance against the Housing Ombudsman’s Code of Practice, The Local Government and Social Care Ombudsman (LGSCO), what you think the Council should do to put things right, the date the problem you’re complaining about occurred or you became aware of it, when you raise an issue we’ll check to see if we can handle it as a complaint. Mayor of Hackney Philip Glanville responds to the 2021 Budget delivered by the Chancellor in the House of Commons this afternoon: Hackney’s budgetThe Council’s Budget for 2021/22 was approved last week, setting out a range of investments to continue to support vulnerable residents. Help us to help you by providing any relevant dates, names of staff and copies of relevant letters or other documents to support your complaint. Go to Hackney Council - Complaints. You will usually need to have completed both stages of our complaints process before the Ombudsman can help. Alternatively, you can complain to the Housing Ombudsman directly. At this stage the complaint is investigated by a team independent of the service you complained about who form part of the Chief Executive’s Office, or an appointee. An appropriate officer will be asked to respond to the matters raised and their decision will be final. Repairs can still be reported over the phone by calling 020 8356 3691. Tel: 020 8356 3691 The Town Hall is still carrying out emergency repairs such as boiler maintenance if residents are at risk or a property is in danger of serious damage, but any other work that requires access to residents’ homes is on hold. There are separate processes for: You can also write to us or telephone using the contact details below. We will work to the agreed complaints process and address all other issues raised in the agreed timescales. Where possible, we will offer this option and aim to get the problem fixed more quickly, we will try to find a way to solve the problem within 5 working days of the logging of the complaint, keeping you updated, usually by telephone, we will seek to agree a solution with you and do our best to ensure the problem is put right, if you still feel that we have not addressed the problems raised, you may then request that it be reconsidered more formally as a complaint under ‘investigate it’, this option is for complaints that need a thorough investigation and a more detailed response. The beloved London Fields Flower Sellers statue has been … Damp which can cause serious respiratory problems and other illnesses can be seen on the walls of the resident's home. We aim to respond at this stage within an average of 20 working days. If we do need to do this, you will be kept fully informed. It is also not possible to report noise complaints, or apply for visitor parking vouchers, and non-emergency repairs to council homes might take longer than usual. Picture: Hackney Council - Credit: If you have not been credited to this image, please email jonathan.lyons@hackney.gov.uk. Noise complaints currently cannot be reported, and the Town Hall’s licensing and planning systems have also been affected. Housing repairs. We want to learn from our mistakes and so we can prevent similar problems in the future. Non-urgent repairs may take longer than usual. Details of how to do this will be included in our final complaint response to you. Complaints about Hackney Education services. Web: Neighbourhood offices. Fax: 024 7682 0001, Housing Ombudsman Service If you are a member of the public and do not feel that this duty has been met, then you can complain using our complaints procedure. Visit Homepage Comments. You can ask your local councillor, MP or tenant panel to refer you to the Housing Ombudsman. Comments are moderated so may not appear immediately. Activists and neighbours are speaking out against Hackney Council after demolition commenced at Marian Court despite a family with young children still living on the block. The council was created by the London Government Act 1963 whereby it replaced three local authorities: Hackney Metropolitan Borough Council, Shoreditch Metropolitan Borough Council and Stoke Newington Metropolitan Borough Council. Email: info@hackney.gov.uk. Those with an existing housing repair appointment are asked to contact the council to confirm or rearrange. If you’re not satisfied with the response you received at stage 1, you can ask for your complaint to be escalated. Call Hackney Contact Centre on 020 8356 3000. The council should repair any damage caused by maintenance or building work. You will usually need to have completed both stages of our complaints process before the Ombudsman can help. List the reference number, your name or company name and we will place this in the credit area. Given the nature of an investigation into staff behaviour and to ensure we comply with data protection rules, it may not be possible to keep you fully informed of any outcome or specific action taken against a member of staff. It is one of 32 such London borough councils in the capital of London. Tel: 020 8356 8877 (enquiries) Tel: 020 8629 1232 (PCN payments) Council tax (eg pay, moving in/out of Hackney) Web: Council tax. We value your comments and suggestions to help us provide better services. You may be able to get a reduction in your rent if the repairs cause a lot of disruption. If yours is not, then the subsequent steps to take are clearly shown on the website. Your own home improvements Moving to a more suitable and accessible property may help you to keep your safety and independence. Hackney Council provide a wide range of services for different people. If your complaint is about a service we provide, there is a separate procedure to follow. The investigation will usually take up to an average of 10 working days, where a complaint is complex and likely to take longer than 10 working days, we will inform you of the need for an extension as soon as we can, usually within 5 working days of logging the complaint, we will discuss the problem with you to understand what solution you are looking for. Hackney’s director of housing services was put in the hot seat at a recent council meeting over the level of residents’ dissatisfaction with repairs, which was called out by councillors as “really not good enough”. Initial complaints should be directed to Hackney Council directly. Use this comments section to discuss problems you have had with Hackney Council, or how they have handled your complaints. 10.2 Complaints regarding health and safety enforcement. All product and company names are trademarks or registered trademarks of their respective holders. Thank you . Therefore, our complaints procedure can’t deal with such matters. The online form for reporting repairs is temporarily unavailable. stage 1 is handled by the relevant service area. Tel: 020 8356 3330. A council spokesperson said: “Our teams worked hard to clear the blockage and complete repairs over the New Year bank holiday, however the flooding recurred on January 4 … Hackney Council operates an easy to follow complaints procedure.
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