At Hackney Homes we hope the services you receive from us are of the highest quality that you expect. However, we know that there may be times when you feel unhappy with the service you receive or you may want to make a suggestion about how we can improve it. We also hope that there may be times when you would like to tell us when you are happy with a service. Your complaints, suggestions and compliments are important to us. They help us improve our services, so don’t be afraid to let us know your concerns.

The Compliments and Complaints Booklet explains how to praise someone for a job well done and the best way to let us know about a problem.

There are many ways you get in touch with us to make a complaint or to tell us what we have done well.

1. You can phone us on 020 8356 5022

2. You can fax us on 020 8356 5091

3. You can send us an email to housing.complaints@hackneyhomes.org.uk

4. You can use our online form

5. You can speak to one of our team in your local neighbourhood office

6. If you are hard of hearing, you can phone our minicom number on 020 8356 2813

6. You can send us a letter in the post

Complaints Team
Hackney Homes,
Clapton Neighbourhood Office
136-142 Lower Clapton Road
London, E5 0QD

If you want to make a complaint, we have a simple three-stage procedure.

The people who can best deal with a complaint are those who provide the service. So you should contact your local neighbourhood office about your complaint. We can usually sort out mistakes and misunderstandings quickly and informally at this stage. If you're not sure who to contact, you can call 020 8356 5022 , you can also find a list of services and phone numbers in the A–Z of Hackney  available on this site. We aim to respond, at this stage, within 10 working days.

If you are unhappy with the outcome of Stage 1, you can take the matter further. You can contact the Hackney Homes Complaints Team. This is a team of Principle Officers based in Hackney Homes.  The principle  officer will ensure that your complaint is fully investigated. We aim to resolve any complaints at this stage within 15 working days. However, when a complaint is complicated we may need longer. We will explain the reasons for any delay and say when you can expect a full reply.

If you are still unhappy after the Stage 2 investigation, you have a right of an independent appeal to Hackney Council Customer and Corporate Services Directorate. The Corporate Complaints Team will carry out a full review of your complaint within 20 working days. We will let you know if it is going to take us any longer. When making your Stage 3 appeal please explain why you are still not satisfied and what you expect from a further review.

The Local Government Ombudsman is an independent national service that investigates complaints against councils. You can complain to the Ombudsman at any time but he will usually refer a complaint back to us if it has not been through our complaints procedure. You can contact your Local Councillor or the Local Government Ombudsman at:

The Commission for Local Administration in England
Millbank Tower
Millbank, London
4QP SW1P
Phone: 020 7217 4620
www.lgo.org.uk

The Local Government Ombudsman has a leaflet called Complaint about the Council? How to complain to the Local Government Ombudsman. You can get a copy by telephoning or writing to the address above, or you can download it from the Ombudsman’s website. If you have an enquiry about the Local Government Ombudsman’s service you can telephone their Adviceline on 0845 602 1983.

Hackney Homes endevours to deal with all compliants as quickly as possible in a transparent manner. We will acknolwege reciept of any complaint within three working days in writing. Hackney Homes is committed to treating everyone equally. This means we will not treat anyone differently regardless of race, gender, disability, age, sexual orientation or faith.