We will work to the agreed complaints process and address all other issues raised in the agreed timescales. A good start. We give the donated toys to charitable organisations and educational centres, for children across the borough. Items are assessed and categorised based on recommended retail price (RRP) and condition. 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 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. This became Hackney council's first digital service to successfully pass the Local Government Digital Service Standard assessment. Anything you once valued or will be valued by someone else. If youre interested in composting at your school, this free guide could help you: View composting at school guide (PDF 1mb). 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. If the call is outside of normal office hours our emergency repairs team will deal with it in the same way. This scheme is delivered in partnership with Forest Recycling Project. Simply download the app, find your local Refill station and get fresh drinking water on the go. 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. 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. 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. You can find the latest information about which schools are affected, where and when we know them, on the Hackney Councils website, at education.hackney.gov.uk/school-closures. 0113 212 0687 The next steps are to complete ongoing reviews of the service. Please contact the Repairs Department on 020 8356 3691 regarding required repairs" Hackney Council's cabinet member for planning, Guy Nicholson, said the hack had affected services residents relied on, including by disrupting the ability of the council to process land. The asylum seekers participated in weekly football sessions - with coaches provided by Impact FC, a local grassroots football club - and an accredited OCN Level 1 qualification aimed at building leadership skills. This is our new website design - it's work in progress. Emergency Out of Hours Repairs - Telephone: 0208 356 3691, Emergency In Hours Repairs - Telephone: 0208 356 3691. if your complaint covers more than one issue there may be a need to handle them as separate complaints. "@jaycey_ Hi. Fax: 024 7682 0001, Housing Ombudsman Service If your school is open, its important that you still send your child to attend. Some damp is caused by condensation leading to the growth of mould which appears as a cloud of little black dot and has an unpleasant smell. Dependencies It's a Next.js app that works with: Service API for Repairs. 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. 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. Delivering the Small Business Commissioner service, Running a pre-discovery to help unlock funding, Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. Early data showed that 30% of repairs reported in the online service didnt require a call to the Repairs Contact Centre, with residents successfully booking their own appointments. If you have a complaint, please let us know and we will do our best to resolve the issue. Beta This is a new service - your feedback will help us to improve it. With over 90 Refill stations in Hackney, refilling your water bottle for free has never been easier. An emergency is defined as something which could cause danger to someones health or safety or cause serious damage and destruction to property. Join, Hackney residents can try reusable nappies for free by, Services to help you reuse, share or trade items, suitable electronic and electric play items, Stoke Newington Library, 182 Stoke Newington Church Street, N16 0JL, Dalston CLR James Library, Dalston Square, E8 3BQ, Stamford Hill Library, Portland Avenue, N16 6SB, Shoreditch Library, 80 Hoxton Street, N1 6LP, Homerton Library, Homerton High Street, E9 6AS, Hackney Central Library, 1 Reading Lane, E8 1GQ, sustainable living, waste prevention, and circular economy, second-hand clothes, furniture and paint shops with, furniture upcycling and upcycling showcase, demonstrations on how to repair your electrical items, everything you need to know about reusable nappies, interactive activities about food waste and compost, including feely boxes with items inside to guess by touching, observing our worms live and making a paper pot and planting a seed in it to take away, Ferris is the Zero Waste App for giving and getting once-loved items for free. . Contact us if your shop accepts refills and youd like to be listed on ourmap. On occasion, and in communication with you, we may pass a stage 2 request back to stage 1. Based on what we learned, we then developed a prototype service that was tested with users. 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. 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. 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. 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. This page is for council tenants and leaseholders. Your home collection will be scheduled for a time to suit you. View map. 55% of repairs being reported in the service now do not require a call. "@DaiaidDai @OCONNOR_KJ @mayorofhackney Hi. Hackney Repairs Hub frontend Allows agents and managers to raise, review, approve and close work orders. As part of this work, we wanted to make it easier and simpler to understand the ongoing performance of Report a Repair. These included changes to content, iterations of the journey paths, and the development of new features to increase functionality. 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. Every year, around 170,000 repairs are reported, predominantly by phone call, by the 25,000 tenants and leaseholders in the borough. Request a repair Before you start To request a repair for a communal area, please call customer services 0208 356 3691. ! Learn more about support announced by us, the Government and others, Get help if you're struggling with finances, need help or advice with the benefits system, or even facing homelessness, This is where you can find local organisations offering support, advice and activities, Sign up now for our email newsletter so you can read the latest updates and news from Hackney services, Hackney residents are welcome to attend most council meetings to have their say, Check which councillor covers your area and view their surgery times. Thats a 25% decrease in the number of calls required and makes up the majority of repairs being reported. in some cases it may be possible to resolve your complaint without the need for a full investigation. 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. If you have an unused laptop that still works consider donating it to a local school or community project. Or visit the council's live webchat service at hackney.gov.uk/repairs, Monday to Friday . The digital service makes it easy for residents to book repairs, but for the council, it can reduce the number of calls going in and out of the Repairs Contact Centre; a crucial but overburdened part of the Councils infrastructure. For other emergency repairs such as no water, leaks, no heating or hot water, blocked drain please call customer services 0208 356 3691. Their journey has been long and difficult, but the Lawrence family's resilience did not falter. 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. Over the last 12 months the Council has been unable to access properties to carry out requested repairs on 3,395 occasions. Around half of the 7,000 repairs open on our books at the end of November have now been completed, and the Council is committed to completing all outstanding repairs by July. In June, 83 per cent of the repairs due to be completed that month were finished on time - the highest. 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. 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. Where further repair work is necessary, a follow-up visit will be arranged to complete the repair. 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. Visit one of our libraries to pick up a warm coat or donate a warm coat for someone who needs one. 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. dxw Workshops: Story Mapping with Leanne Coker, Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. 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. An officer will be asked to respond to the matters raised and their decision will be final. Leeds, LS2 7EW Examples of immediate repairs include: We will attend an emergency repair within 24 hours. Our repairs telephone number is 020 8356 3691. Around 85,000 litres of rain falls on the average house roof every year. This can vary depending on the matter, but is likely to be in the region of 12 months since knowing about the problem. BetaThis is our new website design - it's work in progress.Tell us what you think, your feedback will help us to improve it. Beta This is a new service - your feedback will help us to improve it. You can also use the call back service you will receive a call without losing your place in the queue). ALT. Answer to selected security question. 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. Provided by Civica UK Limited Your session will expire in 0 seconds. investing a further 400,000 on more environmental health officers to help those in the private rented sector secure the repairs needed to ensure their homes are safe and free from damp and mould, ensuring that all our housing officers out and about across the borough are fully aware of the signs of damp and mould and how to ensure it is properly reported, wipe down surfaces where moisture settles, when cooking, bathing or washing and drying clothes, close kitchen and bathroom doors to prevent steam going into colder rooms, even after you have finished, cover fish tanks to stop the water evaporating into the air, try not to dry clothes directly on radiators as this can produce extra moisture, avoid using paraffin or portable gas heaters as these add moisture to the air, open windows or vents for a while each day, when cooking or washing, open windows a small amount or leave extractor fans on as they help to remove moisture, its important not to remove fuses from any extractor fans installed in your home, where drying clothes inside is necessary, its best to do so in a small room with windows open, doors closed and any extractor fans turned on, its important not to block air vents as these are needed to ensure appliances work effectively and safely, blocking air vents is likely to increase moisture and can increase the risk of carbon monoxide in the home, allow air to circulate around furniture and in cupboards to avoid mould build up you can do this by making sure cupboards and wardrobes arent overfilled and there is space between the furniture and the wall, draught proofing will keep your home warmer and help reduce fuel bills, when the property is warmer, condensation is less likely to form, maintain a low heat when the weather is cold or wet this is more effective than short bursts of high heat, the recommended room temperature for heating your home is 18 degrees and 21 degrees for older residents, households with children under five and anyone with health conditions that make them vulnerable to the cold, its important to avoid draught proofing rooms where there is condensation or mould growth; rooms where there is a gas cooker or a fuel-burning heater, for example a gas fire and windows in the bathroom or kitchen, if you dont have heating in every room then open doors to these rooms and let the air circulate, mould spray can be purchased from most supermarkets and hardware shops, when using any mould spray, follow the manufacturers instructions and check that it carries a Health and Safety Executive approved number, try to avoid disturbing mould by brushing or vacuuming because this can increase the risk of breathing problems, treat any mould you may already have in your home then do what you can to reduce condensation. Please contact your manager if you have issues signing in. 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. To mark the 75th anniversary of Windrush, the budget of this years awards was increased to 20,000, to fund a host of additional events and activities from June to December 2023, which add diversity and depth to the Windrush story. If an emergency you can call 0208356 3691." Reflecting on her family's loss and the ongoing struggle for justice in a system that has failed her family, Baroness Lawrence acknowledged the effect that Stephen's death has had on the wider community, and how this tragic event has opened people's eyes to the reality of racism in the UK.Indeed it is the Lawrence familys unwavering pursuit of justice and tireless campaigning that led to a public inquiry into Stephen's murder and the publication of the Macpherson Report. They can book appointments for simple repairs themselves at times that suit them. Customer Service Officer (Former Employee) - Hackney, Greater London - 9 February 2021. 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. Repairs Hub. Now the Council is looking to push forward with delivering further improvements to its repairs service - including working with residents to develop a new repairs charter, outlining what people should expect from the service. 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. Allows operatives to sign in to a "mobile working" view, see upcoming jobs and complete them. 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. Repairs Hub. 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. Around half of. In November 2021 the Council put an additional 1 million into the repairs service to help tackle the pandemic repairs backlog. London, N1 9NW Communal repairs are usually in areas that people share. Residents' satisfaction levels with the quality of repair work in July 2022 was 73% compared to 62% in June 2022 and 57% in January. 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. While the Council still has outstanding repair jobs to complete, none of them date from before the start of this year. If you own the property, please see our leaseholder contact details page. Therefore, our complaints procedure cant deal with such matters. There is a reusable nappy community that organises events and provides support. To do this, it engaged us to work in partnership with FutureGov. You can take some simple steps to reduce condensation, helping to prevent damp and mould. 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. Leeds, LS2 7EW 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. Coffee and hot drinks are free if you bring your own mug. However, this is all about making things as simple and easy for our residents as possible. An example of a normal repairwould bereplacing tap washers. After treatment, if redecorating is needed, use a good quality fungicidal paint to help prevent mould recurring. It also allows them to book appointment slots for more simple repairs at a time that suits them. If you are not happy with that approach, we will action a stage 2. 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. Report a Repair is for social housing residents in Hackney to report repairs they need on their homes. And even better, every repair reported that didnt require a call since the changes went live has been reported correctly. 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. 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 phone their new number 020 8510 7176 to book an appointment. Hackney Council. They can also use the call back service where people will receive a call without losing their place in the queue. 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. 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. Intersex-Inclusive Pride Flag by Valentino Vecchietti is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. We value your comments and suggestions to help us provide better services. 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. To view the Capital Update Report to Cabinet, visit: https://hackney.moderngov.co.uk/documents/s83154/April%202023%20Capital%20Update%20Property%20Disposals%20Acquisitions%20Report.pdf. Click on the Start button to get going. When we started working with Hackney, the vast majority of repairs were reported by phone. Find jobs Company Reviews Find salaries 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. Great place to work. The council is continually looking at ways to improve the service it delivers, which will lead to increased customer satisfaction. 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. 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. 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 happens if the investigation or resolution of the complaint has not been enough to allow an investigation at stage 2. Dealing with thousands of phone calls is a real challenge for the Councils Repairs Contact Centre. But dont paint or wallpaper over this paint as that makes it ineffective. Sign up to our mailing list or follow Greener Hackney on social media: Around Hackney, there are 90 clothing banks where you donate clothes to our partnering charities: Clothes and textiles in good condition will be donated and sold for re-use in charity shops. Registered office Calls Landing, 36-38 The Calls, Leeds, LS2 7EW. Find out how to tackle damp, mould and condensationto avoid damage to your homeand your health. This service will allow you to raise all non-emergency repairs. Ferris is available on the, 18 March 2023, 11 am to 3 pm Woodberry Down Community Primary School, Woodberry Grove, Woodberry Down, N4 1SY, 17 June 2023, 11 am to 3 pm Shacklewell Primary School, Shacklewell Row, E8 2EA, 16 September 2023, 11 am to 3 pm Grazebrook Primary School, Lordship Rd, N16 0QP, 25 November 2023, 11 am to 3 pm Thomas Fairchild School, Forston St, N1 7HA, 16 March 2024, 11 am to 3 pm Woodberry Down Community Primary School, Woodberry Grove, Woodberry Down, N4 1SY, Monday, Tuesday, Thursday, Friday 9am to 5pm (telephone). If you detect a leak you should contact our repairs centre on 0208 356 3691. You can declutter your home, save great stuff from disposal and pick up items from your neighbour for free. This page is for general complaints about Council services. There is nothing poorly defined or political about it as a concept and we cannot let another generation down by ignoring or dismissing it. Hackney is one of the UK's highest performing local authorities, serving one of London's best places to live and work. 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. "dxw" is a registered trademark. Our existing and new staff have worked hard to tackle the backlog caused by the pandemic and I thank them for their efforts. 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. Indeed Home. You can report emergency repairs 24 hours, 7 days a week. The charitable arm of Celtic FC, the Foundation have now operated consistently since 2013 in various parts of London, but principally centred on the East End of the city.Anyone who would like more information on Celtic FC Foundation projects in London, please contactcfcfoundation@celticfc.co.ukENDSAbout Celtic FC FoundationCeltic FC was formed in 1887 by an Irish Marist Brother, Brother Walfrid, to raise funds and food for the poor and the needy in the East End of Glasgow. In alpha, our team worked with the Repairs Contact Centre, staff and residents to understand the user needs of a new online service. Weve teamed up with GetComposting to offer discounted home compost bins. They can book appointments for simple repairs themselves at times that suit them. If you are reporting an external or communal area repair, you must report the repair via telephone. Hackney's ambition for housing. 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.
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