About your housing service
Hackney Homes is the main provider of your housing services. However, in most neighbourhoods there are estates where all or some of the services are managed by a Tenant Management Organisation (TMO).
Your Hackney Homes Neighbourhood Team
Your Neighbourhood Team is responsible for all the tenancies in the area where you live.
If you have a query about any aspect of your tenancy or just want general advice about your housing situation, you should phone or visit your Neighbourhood Office. We can usually give you an immediate answer but if we can't we will look into the matter and get back to you as soon as possible.
Addresses, telephone numbers and office opening hours of all Neighbourhood and TMO Offices are in Useful contacts.
If you come to the office it is a good idea to phone and make an appointment to be sure that a member of your Neighbourhood Team is free to see you when you arrive.
If it is difficult for you to get to your Neighbourhood Office a member of your Neighbourhood Team may be able to visit you at home during normal office hours.
The services we provide to all tenants are:
- tenancy management: letting homes, giving tenancy advice, and dealing with issues between neighbours, such as harassment and nuisance
- rent and service charge management: rent collection, handling accounts and arrears
- helping with Housing Benefit and Council Tax Benefit claims, and giving welfare rights advice
- day-to-day repairs and maintenance
- programmed maintenance and improvements
- annual servicing of gas appliances and heating systems owned by us
- arranging transfers and exchanging of homes
- providing advice, adaptations and additional services for the elderly and disabled
- handling Right to Buy applications
- tenant consultation and participation
- estate management including maintenance of communal areas
- cleaning and grounds maintenance
- services to leaseholders.
Our Repairs Service
We have a Housing Contact Centre which will handle any repair enquiries or problems you have. They will then pass any repair orders directly to the workforce that carries out work in your area. The Contact Centre also deals with queries about cleaning and estate maintenance.
You can call the Contact Centre at any time: 24 hours a day, 7 days a week on 020 8356 3691.
Repairs in your home will be carried out either by members of our own repairs workforce or by contractors appointed by us.
Pride of Place Reward Scheme
This scheme rewards tenants who pay their rent on time, look after their homes, are considerate neighbours and keep to all the terms of their tenancy agreement. Every three months tenants who qualify will automatically be entered into a prize draw. The top winners will receive money towards home decoration, home improvements or garden work.
Resident participation
We have a Tenants' Participation Team. They provide support, advice and training to tenants and resident groups. See Useful contacts.
Housing Benefit and Council Tax Benefit
All applications and enquiries are dealt with by the Revenue and Benefit Team at Keltan House. If you want to meet someone, you can call your Neighbourhood Office to arrange an appointment.
