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. Please note that we cant usually look at a complaint if you have left it for an unreasonable amount of time. 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. Without an ongoing cycle of informed iterations, its difficult to respond to change or address the developing needs of users. This happens if the investigation or resolution of the complaint has not been enough to allow an investigation at stage 2. We are one of Londons largest social landlords and we are committed to delivering a first class repairs service to everyone living in one of our more than 30,000 homes. Around 85,000 litres of rain falls on the average house roof every year. Or visit the council's live webchat service at hackney.gov.uk/repairs, Monday to Friday . 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. Or you can report online via the live webchat service (available Mon-Fri 9am-4pm) at hackney.gov.uk/repairs, Cllr Mckenzie with new qualified apprentices and new recruits, Cllr Clayeon McKenzie, Cabinet Member for Housing Services. 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. Hackney Council-managed homes those of any other social landlord private rented homes This includes: inspecting all reports of damp and mould within five working days setting up a dedicated. View our annual self-assessment showing our performance against the Housing Ombudsmans Code of Practice. Contact us to find out more. In June, 83 per cent of the repairs due to be completed that month were finished on time - the highest. The project was established when Hackney Councils public health and football development teams approached Celtic FC Foundation after local refugees and asylum seekers said that they wanted more football-based activities and opportunities to exercise and build friendships and new networks.Saturdays tournament was the final stage of the project, a pilot aimed at improving physical and mental health outcomes of asylum seekers living in hostel accommodation in Hackney. Around half of. This is just another example of the measures we are putting in place to ensure our residents are front and centre of everything the repairs team does. The Mayor of Hackney has set out an action plan. This system will mean that people will be able to log their non-emergency repairs with us at any time of day or night every day of the year rather than having to wait for our repairs contact centre to open. These included changes to content, iterations of the journey paths, and the development of new features to increase functionality. Report repair see https://t.co/KvlP0BGD2c https://t.co/mrKNVXr28L" / Twitter You can also find information about planned works that we carry out from time to time to keep our buildings in good condition. 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. The exhibition, 1980s People Power - The Campaign for St Leonards Hospital, co-curated with members of Hackney Health Emergency, marks the 40th anniversary of efforts to save the buildings, which served as a general hospital until 1984. This process can be a continuous cycle. The Council receives around 80,000 requests for repairs a year. For other emergency repairs such as no water, leaks, no heating or hot water, blocked drain please call customer services 0208 356 3691. At this stage the complaint is investigated by a team independent of the service you complained about who form part of the Chief Executives Office, or an appointee. If the repair requires extra work or scaffolding then the repair timescales do not apply. It will be open again from 3 Jan. Our emergency repairs service will be running at all other times. An example of a normal repairwould bereplacing tap washers. In such cases, the usualcomplaints procedurewill be followed, butthere are also separate processes governing these issues which may include the involvement of human resourcesand a review by our code of conduct officers. 2008 - 2023. . Report a Repair is for social housing residents in Hackney to report repairs they need on their homes. If an emergency you can call 0208356 3691." That means freeing up time for a busy call centre agent to process more complex cases. Reserve your place here. Examples of emergency repairs carried out when our office is closed, Monday, Tuesday, Thursday, Friday 9am to 5pm, check you have credit on both your gas and electric meters, make sure the programmer is turned on for both heating and hot water, make sure the room thermostat is turned up, If you need help with your energy bills, see, energy costs advice help with the rising cost of living, How to tackle common problems and planned works, access to get back into your property for vulnerable tenants we charge you for doing this, major plumbing and electrical faults resulting in large scale water loss or power loss, blocked toilet where you have no other toilet, provide a one stop shop for maintenance through therepairs contact centre, provide an emergency repairs service 24 hours a day, seven days a week, provide all residents with details of council repair policies, including details of the repairs that are the responsibility of the Council and those that are a tenant or leaseholders responsibility, provide a friendly and efficient service when you contact theRepairs Contact Centre to report a repair, we will make an order straight away to the appropriate trade, provide a job number for reference and agree a convenient appointment to do the work, we will issue an order the day a repair is reported, unless it is necessary to inspect the job first, we will offer a morning (between 8am and 1pm), afternoon (between 12 noonand 4.15pm), Monday toFriday appointment for all non-urgent repairs, Monday, Tuesday, Thursday, Friday 9am to 5pm (telephone), You can call outside office hours to report emergency repairs. London WC2B 4HN And even better, every repair reported that didnt require a call since the changes went live has been reported correctly. Examples of emergency repairs include: We will attend to an urgent repair within 5 working days. Customer Service Officer (Former Employee) - Hackney, Greater London - 9 February 2021. During the same period 68% said they were very or fairly satisfied with the way their issue was handled by the Councils Customer Contact Centre. And not all of the repairs that resulted in a self-booked appointment were reported correctly and needed manual intervention. If youre interested in composting at your school, this free guide could help you: View composting at school guide (PDF 1mb). Tel:0300 111 3000 Select a security question and type in an answer to it (one you will remember as you will need it to access this form again if you save it) then. A good start. . Throughout the pandemic our teams worked tirelessly to deliver a repairs service to our tenants. The service provides a much better user experience and has significantly reduced the burden of calls to the call centre. The early data showed that 30% of repairs reported in the service did not require a call to the Repairs Call Centre with the residents successfully scheduling their own appointment. There will also be a free fruit giveaway and discounted sweet and savoury pastries. Mould is a living organism and must be killed to remove it. This allows live monitoring of the service showing the type and amount of repairs getting reported and helps the team decide how to keep improving the service. Costumes must be clean, wearable and undamaged. If youd give it to a friend, you can bring it? We support Baroness Doreen Lawrence in her aim to make Stephen Lawrence Day a reflective and learning experience. so residents can report the repairs they need on their homes, online 24/7. Residents who have a leak or other potential emergency repairs should still contact the repairs contact centre on 0208 356 3691 to ensure it is dealt with promptly to avoid them causing danger to their health or damage to their home. For this I am truly sorry. If you have an unused laptop that still works consider donating it to a local school or community project. Registered office Calls Landing, 36-38 The Calls, Leeds, LS2 7EW. The monthly satisfaction figure for July 2022 was 77.9% compared to 69.4% in June 2022 and 65.5% in May 2022. The Dextrous Web Ltd, trading as dxw. Beta This is a new service - your feedback will help us to improve it. "@jaycey_ Hi. Calls Landing Dealing with thousands of phone calls is a real challenge for the Councils Repairs Contact Centre. 1m will be also dedicated over the next three years to making sure paths in parks are up to scratch - ensuring that the boroughs parks remain accessible to all. 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 wanted to find a way for the Council to understand the ongoing performance of Report a Repair, so we created Hackneys first real-time performance dashboard. This service will allow you to raise all non-emergency repairs. Hackney Libraries and the Sustainability team are working together to provide extra support for residents this winter. Manor House Development Trust- A community festival to bring together Hackneys diverse communities through a celebration of the 75th Anniversary, including a free Caribbean-themed community meal, performances by local artists and young people, spoken word poetry, drama, history, art and photography workshops, storytelling sessions plus Windrush-themed activities and games for children. Composting is a natural process that transforms waste from your kitchen and garden into a nutrient-rich food product for your garden. The donation period for March 2023 is between 1 and 29 March 2023. Communal repairs are usually in areas that people share. It can affect roofs, doors, ceilings and walls and unlike rising damp, can happen at any level, cold bridging is where due to the design of the building there are specific cold spots created, for example a concrete floor extends out to an external concrete balcony, Monday, Tuesday, Thursday, Friday 9am to 5pm (telephone), You can call outside office hours to report emergency repairs. This is forming the foundations of an anti-racism action plan which will be taken to Cabinet and Council later this year and institutional change will be central to this. The project. 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. Working together, Hackney and dxw developed the Report a Repair service from alpha to a simple beta that was made available to residents at the end of February. Based on what we learned, we then developed a prototype service that was tested with users. We categorise all repairs into four priorities. In response, the Council reiterated our calls for the force to accept that it is institutionally racist. Weve teamed up with Plastic Free Hackney to run sessions targeting residents on a low income to help them ditch single-use plastic products and make their own low-cost and plastic free cleaning and toiletries products. All jackets, childrens coats, gloves and scarves are welcome. You can donate toys in good or excellent condition including: All toys must be clean and in a reusable condition. 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. If your repair is not an emergency, call during our office opening hours: If you can smell gas, report it immediately to the Gas Emergency Service on 0800 111 999 or via textphone (minicom) on 0800 371 787. Data Controller: Hackney Council Link to Data Controller's privacy notice: Here. 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. As part of this work, we wanted to make it easier and simpler to understand the ongoing performance of Report a Repair. 0345 257 7520 Their journey has been long and difficult, but the Lawrence family's resilience did not falter. 81 Aldwych Damp can cause mould on walls, furniture and on clothes stored in cupboards. This is our new website design - it's work in progress. You can report emergency repairs 24 hours, 7 days a week. To request a repair for a communal area, please call customer services 0208 356 3691. hackneycouncil @hackneycouncil 6.28K subscribers 814 videos Hackney Council's official YouTube channel. It also allows them to book appointment slots for more simple repairs at a time that suits them. Hackney Caribbean Elderly Organisation- An open day to mark the 75th anniversary of Windrush and to raise awareness of health issues experienced by the African Caribbean community, featuring art, drama and exercise/healthy living workshops. Chats Palace Arts Centre- A play based on the life stories of older and younger members of the Windrush generations, developed by local artists, families, schools and elders. Leeds, LS2 7EW Great place to work. "@DaiaidDai @OCONNOR_KJ @mayorofhackney Hi. You use the token to get items. For more information, please visit: www.lovehackney.uk/windrush-generations-festival. This only appears at ground level and is usually seen by a damp patch above the skirting board, penetrating damp is generally caused by a problem with the building, allowing rain water to penetrate through into the home. 4. Once you give us your clothes we will categorise them and give you tokens in return. They need to be in a clean and reusable condition. We havea 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. 0345 257 7520 It is designed to help make it as simple as possible for people to report issues in their home as part of the Councils investment in continually enhancing its housing service for its tenants and delivering a safer Hackney for all. This is a low waste, zero single-use plastic event where you can get advice on: You can also check out the sustainable campaigns, initiatives, and organisations working in Hackney. To report a non-urgent repair, tenants can: Call 020 8356 3691, Monday to Friday, 8am-7pm; Saturday 9am-1pm Use our live webchat service at hackney.gov.uk/repairs, Monday to Friday, 9am-4pm. Items that arent suitable for donations can be recycled and made into new items, such as padding for chairs and car seats or industrial blankets. Funding has also been confirmed to refurbish the public toilets in Clissold Park, to resurface the 3G football pitch in Haggerston Park with a surface that doesnt require rubber crumb infill, to explore new uses for the old paddling pool area in Clissold Park and to introduce new air source heat pumps to provide heating for a number of parks buildings, which will reduce running costs and the buildings impact on climate change. The additional staff we are bringing in to bolster the capacity of our repairs service is just part of our continued commitment to delivering a high quality service for our residents. However, despite their hard work I am acutely aware that as an organisation this Council let people down with many of our tenants and leaseholders waiting too long for a repair to be undertaken. Hackney Council is in the process of redesigning their benefits and housing service in order to reduce friction between staff and IT systems, manage demand on the service, make the service more efficient and effective, and prevent homelessness. While it has shattered lives and brought immense suffering, it has also galvanised many to take action against racism.On her recent visit to Hackney, Stephens mum Doreen Lawrence spoke up against institutional racism and the need for change. Delivering the Small Business Commissioner service, Running a pre-discovery to help unlock funding, Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. SAINT- A 5 minute film and evening with Leroy Logan MBE, a former police superintendent in the UK who was a founding member and chairman of the Black Police Association and a member of St John at Hackney. You can take some simple steps to reduce condensation, helping to prevent damp and mould. If youre still not satisfied with our response to your complaint, you can ask theThe Local Government and Social Care Ombudsman (LGSCO)or, if the complaint relates to tenant/landlord functions, theHousing Ombudsman Service (HOS), to investigate your complaint. Save money, stay hydrated and prevent plastic pollution at the source by using the free Refill app, or look for the Refill droplet in shop windows. - is an enhanced version of the system that was in place before the cyberattack. Hackney Councils drive to continually enhance its housing repairs service has taken a big step forward with the clearing of the backlog of repairs built up during the Covid-19 pandemic. Damp in walls and ceilings can be caused by condensation. Coventry CV4 OEH Repairs Hub. @hackneycouncil. Hackney has a history of overcoming challenges; we went from being the. The proposals for each play area follow work to refurbish play areas at four other parks this year. But there are other causes of damp, such as: If you are experiencing damp in your home, please contact our repairs contact centre. 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. Some complaintsinclude issues aboutthe conduct of council staff or staff working on behalf of the Council. Report a Repair is for social housing residents in Hackney to report repairs they need on their homes. In June, 83 per cent of the repairs due to be completed that month were finished on time - the highest percentage since October 2021. "@Chewing_The_Fad Hi, the email repairs.rcc@hackney.gov.uk seems to be working. Thats fewer calls, more resident booked appointments and less pressure on the call centre. Thats a 25% decrease in the number of calls required and makes up the majority of repairs being reported. Hackney . 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. More. Pulling the data from the service, we created Hackney Councils first real-time performance dashboard. They can book appointments for simple repairs themselves at times that suit them. The Macpherson Report into the police investigation of the killing found that it had been marred by a combination of professional incompetence, institutional racism and a failure of leadership. Last month, Baroness Casey published a damning report which once again found that there was institutional racism in the Metropolitan Police. We operate a 24 hour response timescale for heating and hot water breakdown repairs between 1 November to 30 April. We have recognised the issues and have been working hard to rectify them - with the additional 1m investment made last November beginning to bear fruits with nearly half of the outstanding repairs built up by then now completed. 6617101. Job applicants have no right of appeal against the outcome of any stage of the Councils recruitment process or in relation to any other employment matter. Please contact the repairs department on 020 8356 3691 for required repairs" Find jobs Company Reviews Find salaries 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. Some schools will close, while others could remain open to particular groups, school years or vulnerable pupils. We want to learn from our mistakes and so we can prevent similar problems in the future. You can only swap if you have dropped items during the drop period. "@mii_kii0 Please contact the repairs department on 020 8356 3691 to get updates on previously reported repair requests" 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. Hackney residents can try reusable nappies for free by applying for a 70 voucher. 1 King's Cross Bridge People should still contact us immediately if they have a leak or any other potential emergency repairs issue so it can be dealt with quickly. Based on what we learnt, we designed and implemented some changes to the service. Click on the Start button to get going. Concerns stemming from a recruitment exercise should be sent to:recruitment@hackney.gov.uk. It is disgraceful that, 30 years on from the murder of Stephen Lawrence, "institutional racism" continues to be questioned as a concept, by the Met, by government and journalists, and to be seen as something that needs better "defining" or to be feared as a "political" idea. @NHSHomerton. 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. Tel:0300 061 0614 (8.30am-5pm, Mon-Fri) The dashboard shows how many repairs are being reported, what type of repairs are coming through, and if the report needs a follow-up call or resulted in a resident- booked appointment. Collect it in a water butt and you can have your own mini reservoir for watering your garden. On occasion, and in communication with you, we may pass a stage 2 request back to stage 1. Over the last eight months the Councils repairs staff have worked hard to clear the more than 7,000 outstanding repairs that were remaining from the pandemic when it was only able to undertake emergency work. Damp and mould in privately rented properties, inspecting all reports of damp and mould within five working days, setting up a dedicated hotline in our repairs contact centre to speed up getting issues of damp and mould reported. We wanted to find a way for the Council to understand the ongoing performance of Report a Repair, so we created Hackney's first real-time performance dashboard. If your repair is not an emergency, call during our office opening hours: Monday,. Our annual Toy Gift Appeal is running from 3 to 24 January 2023. The results have been immediate. 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. Answer to selected security question. Calls Landing We tell you the priority of your repair when you report it. View map, The Lighthouse You should also report gas leaks to National Grid. If the call is outside of normal office hours our emergency repairs team will deal with it in the same way. The Council has also launched a service where all reports of leaks are responded to by at least the close of the following day after they had been reported. Clothes and accessories and shoes must be clean, wearable and undamaged. Really enjoyed my time at ahacknwy Council, and it was sad to leave. Home team Djurto Londom were crowned champions after a hard-fought final against Hackney x CFC Foundation Blues last Saturday 15 April. A new small temporary exhibition at Hackney Museum looks at Hackney Health Emergency, a successful people-led campaign to save St Leonards Hospital in Shoreditch from closure in 1983-84. A photo exhibition exploring and showcasing personal stories of Hackneys first Windrush generation, a street party to showcase and celebrate the 75th anniversary of Windrush, and festivals to bring Hackneys diverse communities together, are among the projects funded by this years Windrush microgrant scheme. To report a non-urgent repair call 020 8356 3691, Monday to Friday from 8am-7pm and on Saturdays at 9am-4pm. Hackney . Please enter your Right To Buy Service Charge Number. Leeds, LS2 7EW 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. Join this fun-filled, family-friendly day full of workshops, eateries, stalls, activities, demonstrations and more. We are responsible for maintaining and repairing the structure and outside of your home and any fittings we have provided. Anyone wanting to report a repair or find out how their request is progressing should call020 8356 3691(Mon-Fri 8am-7pm; Sat 9am-1pm). If you have any issues with Repairs Hub, . 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. Contact us if your shop accepts refills and youd like to be listed on ourmap. Council repairs officer standing by a Hackney Homes van by a block of flats, Council repairs officer by a Hackney Homes van, Cllr Clayeon McKenzie, Cabinet Member for Housing Services and Resident Participation, New way of reporting non-emergency housing repairs online launched.

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