Hackney Council says its housing service will continue to give ‘maximum effort’ to improving the satisfaction levels of tenants in the service.
Hackney Council has reaffirmed its commitment to improving tenant satisfaction in its housing services, with a continued focus on delivering better living conditions and more responsive support for residents.
Councillor Clayeon McKenzie, Cabinet Member for Housing Services and Resident Participation, has emphasised the Council’s determination to drive improvements despite minor fluctuations in the latest tenant satisfaction survey. The results of the 2024/25 survey indicate that while some areas have seen slight declines, overall satisfaction remains higher than two years ago when the Council began its improvement efforts.
Tracking Progress Through Tenant Feedback
The independent survey, conducted between September and November, gathered insights from 2,000 Hackney Council tenants and leaseholders. It serves as a key indicator of how residents feel about the housing service’s performance and highlights areas requiring further focus.
“Over the coming years we will be continuing to invest in our housing stock including repairing and replacing some of the lifts that people living in our blocks rely on.”
Clayeon McKenzie, Cabinet Member
According to the survey, overall tenant satisfaction in 2024/25 stands at 57%, a slight decrease from 59% the previous year. However, this remains a notable improvement from 52% in 2022/23, demonstrating sustained progress over time.
Some areas, including housing repairs, home safety, fair treatment by the Council, and its approach to tackling anti-social behaviour, maintained satisfaction levels from the previous year. Additionally, satisfaction with how the Council handles complaints saw a marginal increase from 28% to 29%.
However, there were minor declines in satisfaction related to home maintenance, which dropped from 61% to 57%, and cleanliness of communal areas, which fell from 62% to 59%. These findings highlight key areas where the Council is focusing its ongoing improvement efforts.
Continued Investment and Service Enhancements
Over the past few years, Hackney Council’s housing service has introduced a series of measures to enhance the quality of life for residents. These include streamlining response times for addressing leaks, damp, and mould issues, as well as strengthening resident involvement in decision-making processes.
To boost efficiency, the Council has also introduced new contractors to support its in-house repairs team. This move has increased capacity, allowing for faster maintenance and repairs across its housing stock.
The latest survey results will be used to guide further improvements, particularly in maintaining communal spaces and ensuring timely repairs for residents.
Commitment to a Better Service
Councillor Clayeon McKenzie acknowledged the areas needing attention but reiterated the Council’s unwavering dedication to improving housing services.
“It is always disappointing to see any reduction in levels of satisfaction from our tenants. However, despite small falls this year, the work the service is doing is still seeing satisfaction levels higher in virtually every single area from two years ago when we started our improvement journey,” he said.
“These figures show us that despite the challenges we will face in the coming years, we cannot take our foot off the pedal when it comes to continually improving the service we provide to our tenants.
“I want to reassure everyone living in one of our homes that the Housing Service is committed to working with you to deliver a better service. I will ensure that we continue to drive this forward with maximum effort.”
Looking ahead, Hackney Council plans to continue investing in housing infrastructure, including repairing and replacing lifts in residential blocks and enhancing service standards to better meet residents’ needs.
By maintaining its focus on progress and resident engagement, the Council aims to build a more responsive and effective housing service that improves satisfaction levels and enhances the quality of life for tenants across the borough.
