If we do need to do this, you will be kept fully informed. 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. Residents at 355 Queensbridge Road a 19-storey block of flats in Hackney had raised a number of window repairs issues with Hackney Council through the Tenant Management Organisation that manages repairs in the block. Over the last 12 months the Council has been unable to access properties to carry out requested repairs on 3,395 occasions. Yet rather than succumb to this despair, we are turning our grief into action. Please contact the Repairs Department on 020 8356 3691 regarding required repairs" That means freeing up time for a busy call centre agent to process more complex cases. All jackets, childrens coats, gloves and scarves are welcome. Only council tenants can report a repair online. Before you report a heating or hot water system repair, you should: If you need help with your energy bills, see energy costs advice help with the rising cost of living. . People living in Hackney Council homes can now report non-emergency internal repairs to their home 24 hours a day, 365 days a year, thanks to a new online system launched by the Council.. There is nothing poorly defined or political about it as a concept and we cannot let another generation down by ignoring or dismissing it. It will be open again from 3 Jan. Our emergency repairs service will be running at all other times. What's happening? They will also be able to select a time for a member of our repairs team to visit their home to either carry out the repair or investigate what steps are needed to fix the issue. dxw and Hackney reconvened in May to evaluate the data collected since February and improve the service. Our repairs telephone number is 020 8356 3691. This will dictate how many tokens you can swap: The Seam or The Reclaimery will be on site all day to help with alterations and therell be clothes repairs and customisations sessions. If youre a council tenant, you can use it to report: If you own the property, you must report a repair via telephone. Some complaintsinclude issues aboutthe conduct of council staff or staff working on behalf of the Council. Please enter your Right To Buy Service Charge Number. Over 55% of the users of the service are now able to book repairs online and more resident booked appointments means more time freed up for council staff to provide additional help to people who need it. Whilst 30% of the repair reports not requiring a call is positive, the majority of repairs still needed a call-back from the call centre. Hoxton Trust- A festival of music, dance, art, games and food, centred on bringing together the diverse communities of Hackney through a celebration of the 75th anniversary, featuring a live set by Grand Union Orchestra. This is to make sure that there is no danger to residents or serious damage to property. 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, well contact you to inform you of the outcome of the investigation and the action taken to resolve your complaint. This means your unloved clothes will have a second chance in a new home. We worked with Hackney Council to reduce the burden of calls to their housing repairs call centre and provide a better user experience for residents. Our partner charity, TRAID, offers a free home collection service for unwanted clothes. Clothes and accessories and shoes must be clean, wearable and undamaged. Rolling drop and swap you will be able to drop and swap all day, so from 11am to 3.30pm you can drop and swap your items. They can book appointments for simple repairs themselves at times that suit them. This is significant because the cost of sending a plumber or electrician out to a repair job that they dont have the skills to fix is much higher than an agent taking a call and making sure the right tradesperson is sent out. An officer will be asked to respond to the matters raised and their decision will be final. To do this, it engaged us to work in partnership with FutureGov. Below is a list of services where items such as furniture, small appliances and other household items can be reused: Dalston Library of Things isa social enterprise that helps people save money and reduce waste by affordably renting out useful items like drills, sound systems and sewing machines from local spaces and by helping neighbours share practical skills. Click on the Start button to get going. hackneycouncil @hackneycouncil 6.28K subscribers 814 videos Hackney Council's official YouTube channel. Find out how to tackle damp, mould and condensationto avoid damage to your homeand your health. Condensation is the moisture build up caused by everyday activities such as cooking, showering/bathing and drying clothes indoors. When we started working with Hackney, the vast majority of repairs were reported by phone. The Council consulted on proposals for each play area in 2022, with over 800 people having their say on plans for the play areas. . We are a proudly inclusive organisation, and strive to be an ally of the LGBTQIA+ community and the movement towards equality for all marginalised people. The monthly satisfaction figure for July 2022 was 77.9% compared to 69.4% in June 2022 and 65.5% in May 2022. Over 55% of the users of the service are now able to book repairs online and more resident booked appointments means more time freed up for council staff to provide additional help to people who need it. Your school will let you know directly if affected. "@mii_kii0 Please contact the repairs department on 020 8356 3691 to get updates on previously reported repair requests" View map. Help us move to a circular economy by reusing, sharing or trading items you no longer want or need. 0345 257 7520 You will usually need to have completed both stages of our complaints process before the Ombudsman can help. London, N1 9NW 2008 - 2023. Damp in walls and ceilings can be caused by condensation. In June, 83 per cent of the repairs due to be completed that month were finished on time - the highest. Its an issue that we take extremely seriously and have outlined an action plan to tackle the issue in homes across Hackney. You can report emergency repairs 24 hours, 7 days a week. For other emergency repairs such as no water, leaks, no heating or hot water, blocked drain please call customer services 0208 356 3691. Tel:0300 111 3000 This service will allow you to raise all non-emergency repairs. These included changes to content, iterations of the journey paths, and the development of new features to increase functionality. To do this, wipe down affected areas with a specialist mould spray instead of using products like bleach or washing up liquid as they do not kill the mould effectively. By adopting a continuous improvement approach, dxw and Hackney Council have been able to quickly, and guided by user needs, make some significant enhancements to Report a Repair that can be built on in the future. 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. 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. Please note that you cannot complain about someone under this duty because of the persons accent, dialect, speech impediment, manner or tone of communication, origin or nationality. Request a repair Before you start To request a repair for a communal area, please call customer services 0208 356 3691. ! Thats why we are now partnering with LSA and RIBA to mark this moment through the award to create a lasting legacy in architecture and diversity.We have also worked with other councils to develop a shared statement that sets out an understanding of what racism is and what anti-racism means. Repairs Hub. This scheme is delivered in partnership with Hackney Fixers. It was not an easy period for anyone and I am really grateful for their efforts. Sign in Sign in with Google. We do our best to give you great services, but theres always room for improvement. This page is for council tenants and leaseholders. 2008 - 2023. You should also report gas leaks to National Grid. To help reassure tenants and restore their confidence in the service a new repairs charter is being developed outlining the support they can expect when contacting the Council regarding a repair. However, this is all about making things as simple and easy for our residents as possible. Requests for repairs to communal areas should also be made through the repairs contact centre. An emergency is defined as something which could cause danger to someones health or safety or cause serious damage and destruction to property. The ten successful applicants are:St Paul's with St Michael's C of E Primary School - A day of installations, exhibitions, speakers, workshops and debates focusing on issues of social change and racial justice told through the lens of Windrush-relevant stories/narratives. After user testing and analysing the data, the service was iterated and improved further. Item details. Now that Hackney Council and the Repairs team have access to a live dashboard, they can monitor real-time service performance and continue to iterate it. The following tips can help toprevent condensation: For advice on saving energy and keeping your home warm, contact the Hackney SHINE advice line on0800 281 768. I am asking anyone who reads this to think more deeply about what institutional racism is. We aim to respond at this stage within an average of 20 working days. We operate a 24 hour response timescale for heating and hot water breakdown repairs between 1 November to 30 April. This happens if the investigation or resolution of the complaint has not been enough to allow an investigation at stage 2. Home team Djurto Londom were crowned champions after a hard-fought final against Hackney x CFC Foundation Blues last Saturday 15 April. Chats Lunch Club - A series of lunch clubs for seniors in the borough, some of whom are first-generation Windrush, which will include poetry readings, storytelling, exercise with a Caribbean theme, sing-a-longs, bingo, raffles, board games and a Windrush 75 party. You can also find information about planned works that we carry out from time to time to keep our buildings in good condition. We are collecting warm coats to give to residents in need. Contact them as soon as possible so they can arrange a visit. Registered office Calls Landing, 36-38 The Calls, Leeds, LS2 7EW. It also allows them to book appointment slots for more simple repairs at a time that suits them. Reserve your place here. There are separate processes for: You can also write to us or telephone using the contact details below. In alpha, our team worked with the Repairs Contact Centre, staff and residents to understand the user needs of a new online service. They need to be in a clean and reusable condition. On occasion, and in communication with you, we may pass a stage 2 request back to stage 1. We support Baroness Doreen Lawrence in her aim to make Stephen Lawrence Day a reflective and learning experience.