About the standards
Opening Hours
When you visit us
When you contact us
Standards for the services we offer
Contact Us
Opening Hours
When you visit us
When you contact us
Standards for the services we offer
Contact Us
We aim to deliver excellent customer service by putting our customers at the centre of everything we do and by having regard to the diverse needs of the communities to which they belong.
In late 2007 and early 2008 Hackney Homes worked with residents to review all service standards and to develop standards where they were needed. Residents provided feedback in focus groups and online and all of the Neighbourhood Panels and Tenants and Residents Associations were involved in this process.
Hackney Homes now has an extensive suite of standards that explain our approach to delivering the service as well as specific service standards that are measured and monitored to ensure we are on track to deliver, and to to take action if we're not reaching the right standard.
On this page you'll find a summary of our standards as well as how to find out more about standards relating to specific services.
We aim to deliver excellent customer service by putting our customers at the centre of everything we do and by having regard to their diverse needs.
Our service standards…
- Our Neighbourhood Housing Offices and the Leasehold and Right to Buy office are open Monday to Friday between 9am -5pm. Some offices may offer extended opening times. Full details of extended opening times are given on our website www.hackneyhomes.org.uk and are displayed in these offices
- The Housing Contact Centre (for reporting repairs) is open Monday to Friday 8am to 7pm and Saturday 9am to 1pm
- We offer online services, including online rental payments and repairs reporting, 24 hours a day at www.hackneyhomes.org.uk. This website is updated weekly. It provides comprehensive information about Hackney Homes’ services free of charge
We aim to deliver excellent customer service by putting our customers at the centre of everything we do and by having regard to their diverse needs.
Our approach is to…
- Be welcoming and treat you with fairness and respect
- Provide offices that are accessible, clean and tidy
- Ensure our staff are wearing name badges, including photo identification. This will also be the case if a staff member visits you at your home
- Provide prompt, accurate and honest information
- Respect your confidentiality and the right to view information, in line with the provisions of the Data Protection Act
- Make private interview rooms available in all our offices. If you want to talk to a female or male member of staff, we will do our best to assist with this
- Ensure all our offices are accessible to people with disabilities
- Provide comment cards in all offices and use the feedback received to improve service.
- Offer home visits to any resident who is unable to make use of our offices due to age or disability
- Assist those with hearing difficulties with the use of induction loops and access to Mini com and BT ‘Typetalk’ service
- Offer interpreting and translation services when required
- Provide a range of information written in jargon-free plain English
- Provide information on our website www.hackneyhomes.org.uk
- Provide all information, on request, in a way that helps those with special needs, including large print, Braille, on disk, or on audio tape
- Publish our Service Standards and provide details of how we are doing
- Consult and involve customers in decision making
- Respond to complaints promptly. If we have made a mistake we will apologise and offer a remedy. A complaint can be made by phone, email, fax, letter, in person or through a third party
- Provide extra help and support to service users who are vulnerable as a result of: ill health (mental or physical); age (very young or old people); disability; mental capacity; domestic violence or hate crime; or other special circumstances
We aim to deliver excellent customer service by putting our customers at the centre of everything we do and by having regard to their diverse needs.
Our service standards…
- When you visit our reception you will see a receptionist within 5 minutes and you will be interviewed within 15 minutes
- When you contact us by phone we will answer within 5 rings
- We will reply to all letters, faxes emails and enquiries made during a visit to our offices, with a written response, within 10 working days of receipt
- We will offer you an appointment within 5 days of your request
- We will respond to all complaints in full within 15 working days
- We will publish information about our performance quarterly and annually in April
- We will send all tenants and those who pay service charges a copy of Hackney Homes News every month
In addition to the standards outlined on this page, specific standards have been developed in consultation with residents for each of the services provided by Hackney Homes.
ESTATE CLEANING
HOME OWNERSHIP AND LEASEHOLD
TENANCY SERVICES
REPAIRS AND MAINTENANCE
ANTI-SOCIAL BEHAVIOUR
Our customer service charter has been developed to ensure we offer you the best service. If you have a complaint or suggestion about how we can improve our service to you, please let us know.