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. You should also report gas leaks to National Grid. The Dextrous Web Ltd, trading as dxw. Reuse and repair pop-up events allow you to: We deliver them in partnership with Forest Recycling Project and Hackney Fixers. Anything you once valued or will be valued by someone else. Please contact your manager if you have issues signing in. Hackney Council. Engagement events included pupil forums from schools such as Stormont House, which overlooks Hackney Downs, and Queensbridge Primary School, near Stonebridge Gardens (Snake Park), as well as members of park user groups, resident associations, childrens centres and community groups, who offered their insight and ideas on potential improvements across Well St Common and Clapton Common too. On the day our teams will provide information on: At the event, you will have the opportunity to visit our Zero Waste Market and attend repair workshops and demonstrations: Family-friendly stalls and activities include: Grab some coffee and hot drinks. Thats fewer calls, more resident booked appointments and less pressure on the call centre. Between 2018 and 2020, Hackney is building 2,000 new homes. We spoke with users, both residents of the borough and the Hackney Repairs Team, to understand their experiences of using and working Report a Repair. 1 King's Cross Bridge 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. An example of a normal repairwould bereplacing tap washers. The Dextrous Web Ltd is a company registered in England & Wales, No. The scheme, launched for a fifth consecutive year, offers grants of up to 2000 to Hackney-based community groups, not-for-profit organisations and local venues, for projects that expand the narrative of Windrush or help preserve and share the history of Windrush for future generations. Hackney Repairs Hub frontend Allows agents and managers to raise, review, approve and close work orders. Please contact your manager if you have issues signing in. 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. This work took four weeks. dxw partnered with Hackney to build the Report a Repair service so residents can report the repairs they need on their homes, online 24/7. Therefore, our complaints procedure cant deal with such matters. Your repair responsibility depends on whether you are a tenant or leaseholder. London WC2B 4HN Winter is the peak season for heating repairs and we experience high call volumes. The results have been immediate. In June, 83 per cent of the repairs due to be completed that month were finished on time - the highest percentage since October 2021. 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. You can only swap if you have dropped items during the drop period. Thanks to the additional resources we have brought in and the commitment of our teams we are on course to have undertaken all the outstanding repairs by July. Its easy and inexpensive and compost can be used in gardens and green spaces to improves soils condition. VHS tapes, CDs and DVDs, large furniture including mattresses and white goods wont be accepted. Based on what we learned, we then developed a prototype service that was tested with users. For this I am truly sorry. Teachers in England represented by the NEU are set to strike on Thursday 27 April and Tuesday 2 May, after the trade unions have rejected the latest pay offer from the government.Unless a last minute deal is reached, many schools may be closed or functioning with reduced capacity on these dates.Each school decides individually whether they will be able to stay open or partially open whilst strike action is ongoing. The donation period for March 2023 is between 1 and 29 March 2023. "@mii_kii0 Please contact the repairs department on 020 8356 3691 to get updates on previously reported repair requests" It is an important part of the Councils commitment to delivering a first class repairs service to people living in Hackney Council homes across the borough. Fax: 024 7682 0001, Housing Ombudsman Service All jackets, childrens coats, gloves and scarves are welcome. Without an ongoing cycle of informed iterations, its difficult to respond to change or address the developing needs of users. 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. 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. This page is for council tenants and leaseholders. If you own the property, please see our leaseholder contact details page. 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. The dxw newsletter is a regular update on what we've been doing and thinking about. For other emergency repairs such as no water, leaks, no heating or hot water, blocked drain please call customer services 0208 356 3691. The campaign was organised by Hackney Health Emergency, and supported by local trade unions, the London Borough of Hackney, political parties, the Community Health Council and residents. Composting is a natural process that transforms waste from your kitchen and garden into a nutrient-rich food product for your garden. 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. If youre not satisfied with the response you received at stage 1, you can ask for your complaint to be escalated. - is an enhanced version of the system that was in place before the cyberattack. Start a new form. 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. 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. 0113 212 0687 If you have an unused laptop that still works consider donating it to a local school or community project. "@Chewing_The_Fad Hi, the email repairs.rcc@hackney.gov.uk seems to be working. "@jaycey_ Hi. 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. They can also use the call back service where people will receive a call without losing their place in the queue. After user testing and analysing the data, the service was iterated and improved further. The next steps are to complete ongoing reviews of the service. Watch our video about tackling damp and mould in the home. ". Philip Glanville was elected Mayor of Hackney in September 2016, becoming the borough's second directly elected Mayor. In alpha, our team worked with the Repairs Contact Centre, staff and residents to understand the user needs of a new online service. 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. 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. But dont paint or wallpaper over this paint as that makes it ineffective. They need to be in a clean and reusable condition. You will usually need to have completed both stages of our complaints process before the Ombudsman can help. 84 reviews from Hackney Council employees about Hackney Council culture, salaries, benefits, work-life balance, management, job security, and more. There will also be a free fruit giveaway and discounted sweet and savoury pastries. Report a Repair is for social housing residents in Hackney to report repairs they need on their homes. Their journey has been long and difficult, but the Lawrence family's resilience did not falter. 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. Registered office Calls Landing, 36-38 The Calls, Leeds, LS2 7EW. 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. Some schools will close, while others could remain open to particular groups, school years or vulnerable pupils. We give the donated toys to charitable organisations and educational centres, for children across the borough. 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. 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. 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. Advice on energy-saving and sustainable living, Book a free collection of unwanted clothes direct from your door, Date and time: 22 April 2023, 11.30am to 3.30pm, Date and time: 2 July 2023, 11am to 3.30pm, Date and time: 21 October 2023, 11.30am to 4pm, free Dr.Bike session first come, first serve, womens, mens, and childrens clothes, accessories, and footwear, 2 x token preloved over 50 RRP and in great condition, Learn more about the sharing economy, how you can make money from what you already have, and how to reduce your impact on the planet. The overall customer satisfaction with how the Council handles repairs calls was 70.3% for the period July 2021 to July 2022. It also allows them to book appointment slots for more simple repairs at a time that suits them. Some five years later Brother Walfrid relocated to the East End of London and founded a church and school that still stand today, working with the poor and needy in that area including organising football matches for children.Brother Walfrid died on April 17, 1915 but the historic links between Celtic FC in Glasgow and communities in the city of London have endured, with the club and its charitable arm Celtic FC Foundation continuing to support charitable causes in the city over the subsequent century and more.The Foundations aim is to help those living in poverty through a range of initiatives targeting hunger, employability, social inclusion and education. You can donate toys in good or excellent condition including: All toys must be clean and in a reusable condition. 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. Hackney . People waited less than three minutes for an emergency call to be answered, while overall people waited on average 17 minutes to speak to an advisor. Calls Landing It shows that to build better services, we should always be doing, rather than done. There are separate processes for: You can also write to us or telephone using the contact details below. They can book appointments for simple repairs themselves at times that suit them. Only council tenants can report a repair online. However, this is all about making things as simple and easy for our residents as possible. 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. The project. This is to make sure that there is no danger to residents or serious damage to property. 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.. Simply download the app, find your local Refill station and get fresh drinking water on the go. If you detect a leak you should contact our repairs centre on 0208 356 3691. The proposals for each play area follow work to refurbish play areas at four other parks this year. That means freeing up time for a busy call centre agent to process more complex cases. Where further repair work is necessary, a follow-up visit will be arranged to complete the repair. Contact us if your shop accepts refills and youd like to be listed on ourmap. . We value your comments and suggestions to help us provide better services. Please phone their new number 020 8510 7176 to book an appointment. Coventry CV4 OEH 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. 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 take some simple steps to reduce condensation, helping to prevent damp and mould. Celtic FC Foundation has a historical connection to London, and the East End in particular, that dates back many years, and continues to the present day. Anyone wanting to report a repair or find out how their request is progressing should call 020 8356 3691 (Mon-Fri 8am-7pm; Sat 9am-1pm). But there are other causes of damp, such as: If you are experiencing damp in your home, please contact our repairs contact centre. 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. I had to leave in order to fulfil my educational commitments. Intersex-Inclusive Pride Flag by Valentino Vecchietti is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. Visit one of our libraries to pick up a warm coat or donate a warm coat for someone who needs one. View map, The Lighthouse Delivering the Small Business Commissioner service, Running a pre-discovery to help unlock funding, Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. An emergency is defined as something which could cause danger to someones health or safety or cause serious damage and destruction to property. 4. Beta This is a new service - your feedback will help us to improve it. This happens if the investigation or resolution of the complaint has not been enough to allow an investigation at stage 2. This scheme is delivered in partnership with Hackney Fixers. 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. Tel:0300 111 3000 This service will allow you to raise all non-emergency repairs. 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. If you are reporting an external or communal area repair, you must report the repair via telephone. If youre a council tenant, you can use it to report: If you own the property, you must report a repair via telephone. This will restrict new mould growth, throw away any cloths you have used to clean the mould, clothes that have mould growing on them should be dry cleaned and carpets with mould on them should be shampooed, rising damp moisture from the ground into the walls of buildings which results in structural damage. We will work to the agreed complaints process and address all other issues raised in the agreed timescales. It also made life unnecessarily difficult for residents who could only call during the contact centres working hours to report and follow up the repairs they needed on their homes. Mould is a living organism and must be killed to remove it. Our DIY repair videos provide tips for home repairs that you can carry out yourself. "dxw" is a registered trademark. Thousands of people signed petitions, contributed money, took part in marches and demonstrations, attended local benefit concerts and even held a torch lit vigil to show their support. This can vary depending on the matter, but is likely to be in the region of 12 months since knowing about the problem. As time goes on, Report a Repair will then get better and better, and the number of calls going in and out of the call centre will continue to decrease. Please enter your Right To Buy Service Charge Number. Leeds, LS2 7EW To do this, it engaged us to work in partnership with FutureGov. There is nothing poorly defined or political about it as a concept and we cannot let another generation down by ignoring or dismissing it. 2008 - 2023. Calls Landing 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. Our existing and new staff have worked hard to tackle the backlog caused by the pandemic and I thank them for their efforts. The Dextrous Web Ltd, trading as dxw. Weve teamed up with GetComposting to offer discounted home compost bins. in some cases it may be possible to resolve your complaint without the need for a full investigation. The Council receives more than 80,000 repairs requests a year - more than 6,500 a month. Dealing with thousands of phone calls is a real challenge for the Councils Repairs Contact Centre. The shocking murder of Stephen Lawrence exposed the pervasive issue of racism in our society and led to an overwhelming mix of emotions - grief, anger, and frustration. 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. 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. Find out how to tackle damp, mould and condensationto avoid damage to your homeand your health. dxw and Hackney reconvened in May to evaluate the data collected since February and improve the service. It will be open again from 3 Jan. Our emergency repairs service will be running at all other times. Repairs Hub. This means your unloved clothes will have a second chance in a new home. Work will start on refurbished play areas in four Hackney parks later this year - after the Councils Cabinet approved funding for new swings, slides, roundabouts and adventure play in Hackney Downs, Clapton Common, Stonebridge Gardens and Well Street. Provided by Civica UK Limited Your session will expire in 0 seconds. 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. Costumes must be clean, wearable and undamaged. Every year, around 170,000 repairs are reported, predominantly by phone call, by the 25,000 tenants and leaseholders in the borough. 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. If the repair requires extra work or scaffolding then the repair timescales do not apply. If we do need to do this, you will be kept fully informed. Our partner charity, TRAID, offers a free home collection service for unwanted clothes. Email:info@housing-ombudsman.org.uk, English language requirement (fluency duty), What happens if you aren't satisfied with the response at the review stage, annual self-assessment showing our performance against the Housing Ombudsmans 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 youre complaining about occurred or you became aware of it, when you raise an issue well check to see if we can handle it as a complaint. Please sign in with your Hackney email account. Your Service Charge Number is nine digits long beginning with either 228, 229 or 299 a. 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. Click on the Start button to get going. Residents' satisfaction levels with the quality of repair work in July 2022 was 73% compared to 62% in June 2022 and 57% in January. Business Analysis and Complaints Team Address Hackney Town Hall Mare Street Hackney E8 1EA Telephone 020 8356 3770 Email complaints@hackney.gov.uk Opening times Mon to Fri: 9am - 5pm After treatment, if redecorating is needed, use a good quality fungicidal paint to help prevent mould recurring. 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. Help us move to a circular economy by reusing, sharing or trading items you no longer want or need. You can declutter your home, save great stuff from disposal and pick up items from your neighbour for free. The council's repair service achieved an overall satisfaction of 68.3% in July 2022 compared to 58.5% in June 2022 and 56.9% in May 2022. Contact us to find out more. Repairs Hub. In response, the Council reiterated our calls for the force to accept that it is institutionally racist. 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. While faithful to the legacy and ethos of our Founders locally, we are open to respond to national and international crisis, reflecting the outlook of supporters and the Club. On occasion, and in communication with you, we may pass a stage 2 request back to stage 1. The Council has apologised for the accumulation of the repairs which developed as it was only able to provide emergency repairs across its properties during periods throughout the pandemic. If you are not happy with that approach, we will action a stage 2. 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. 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. If the call is outside of normal office hours our emergency repairs team will deal with it in the same way. Or visit the council's live webchat service at hackney.gov.uk/repairs, Monday to Friday . 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. Condensation is the moisture build up caused by everyday activities such as cooking, showering/bathing and drying clothes indoors. As part of its efforts to clear the backlog the Council invested an additional 1 million into its repair service to recruit more staff to carry out the range of repair work needed more quickly, as well as call centre staff to provide tenants a more responsive service when calling with repair issues. 81 Aldwych 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. All rights reserved. . . Dependencies It's a Next.js app that works with: Service API for Repairs. Your school will let you know directly if affected. 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. Emergency Out of Hours Repairs - Telephone: 0208 356 3691, Emergency In Hours Repairs - Telephone: 0208 356 3691. In that short space of time, we were able to understand how the service was performing, test the service with users, decide what improvements we could make, make the changes, and provide the infrastructure to support future improvements. 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. Reserve your place here. Hackney Council is celebrating the 75th anniversary and the incredible contribution of the Windrush Generation in shaping the future of Britain, through a series of events, activities, exhibitions, workshops throughout the year. Some complaintsinclude issues aboutthe conduct of council staff or staff working on behalf of the Council. Tel:0300 061 0614 (8.30am-5pm, Mon-Fri) This increased the number of residents able to book their own appointment to 55% a further 25% decrease in the number of reported repairs needing a call. This week, Cllr Clayeon McKenzie, Cabinet Member for Housing Services visited the Councils Florfield Road Depot to thank some of the new recruits brought in through the investment and a number of former apprentices who have recently qualified and secured roles at the council for their efforts.
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