The Repairs Service
About th service provided
Repairs Policy Matrix
The Housing Contact Centre
Housing Repairs Surgeries
Other useful numbers
What you can expect (service standards)
Repairs Policy Matrix
The Housing Contact Centre
Housing Repairs Surgeries
Other useful numbers
What you can expect (service standards)
Hackney Homes Repairs Service is committed to delivering quality, responsive repairs to our tenants every time. We aim to meet the diverse needs of all our tenants in a customer focussed and sensitive manner.
We are responsible for the outside of your home, the main structure and any fittings and appliances we have provided. Our responsibilities also cover all pipes, wiring, fixtures and fittings for heating, drainage, power and lighting, and mains-wired smoke detectors and for servicing any appliances provided by us. Outside your home we are responsible for the steps and paths leading from the property boundary to your main entrance door.
You are responsible for taking care of the inside of your property and for certain repairs. If you live in a TMO area, repairs to your home will be handled by the TMO, but larger communal repairs will usually be referred to the Repairs Contact Centre.
We provide a range of appointment slots in early morning, during the day, early evening and Saturdays. You can report a repair 24 hours a day, 7 days a week via our dedicated contact centre on 020 8356 3691.
What if I can’t carry out my responsibilities?
Hackney Homes is committed to ensuring that the services that when vulnerable tenants report a repair, they are given extra consideration and support.Once a vulnerable tenant reports a repair, our staff will establish the nature of the support and repair needed. An enhanced level of service will be provided to vulnerable tenants in the following ways:
- Most repairs will be carried out within 3 days unless different timescales are preferred by the tenant;
- Elderly or disabled tenants will be prioritised for repairs and especially central heating repairs.
- Victims of domestic violence, abuse and hate crime will be dealt with sensitively and with understanding.
Further information about who is classified as vulnerable and detailed information about the service provided if available in the Vulnerable Tenants Repairs Policy leaflet (opens in a new window)
Do I have to pay for any repairs?
Any repair resulting from wilful damage will be charged to the tenant of the property. This is to ensure that tenants who cause damage to properties are held responsible and accountable for the damage caused.
The following list, are repairs which would attract a charge to the current or last tenant of the property where the damage has been caused. This list is not exhaustive and indicates the most likely reasons for there being a recharge to tenants for repairs undertaken at their former or current property.
- Wilful damage - e.g. replace smashed door, DIY which has damaged the fabric/ structure of the property
- Neglect - e.g. clear blocked sink, drain, bath and toilet of nappies, toilet fresheners , removal of fire doors, frozen/burst pipes, etc
- Misuse - e.g. – replace tiling, repair damage to walls (graffiti)
- Abuse - e.g. – rubbish removal, residents who contact the repairs service on the premise claiming they fall into the vulnerable tenants’ repairs policy category when on delivery of the repair it is found to be untrue. Tenants will also be responsible for work that may be required when moving out of their home in order to bring it up to an acceptable standard for it to be re-let. This includes cleaning of property, replacing missing fixtures and fittings. If you request a rechargable repair we will, where possible, give you an estimate of the cost and ask for payment prior to the commencement of works.
Further information about how we recharge residents is included in the the Repairs Recharge Policy leaflet (opens in a new window)
You must let us in
You must allow our staff, agents or contractors to get into your home at any reasonable time to carry out repairs, inspections or improvement work. In particular, we must carry out an annual gas safety check in every property with a gas supply. If you do not let us in, we can take action to force entry.
The Hackney Homes Repairs Policy Matrix provides information about:
- Who is responsible for different types of repairs
- Whether the repairs is rechargeable to tenant
- Which repairs can be reported by Leaseholders
- How we provide additional support for Vulnerable TenantsRepairs
- Which repairs are undertaken Out of Normal Hours
You can download the Policy Matric by clicking on the link below
The Housing Contact Centre is the one stop shop for maintenance and repairs for Hackney Homes properties. The Centre deals with:
- Repair request
- Ground Maintenance
- Estate Cleaning
- Gas Servicing Appointments
- Pest Control Issues
We provide the first point of contact for you to report your repairs if you are a Hackney tenant or any Estate communal repairs for tenants and leaseholders.
The repair officers are fully trained in customer service and can answer queries on repairs and maintenance, we may also call you back to see how you rate the repair service and the quality of work carried out.
Staff at the Housing Contact Centre will take your name, address, telephone number and a description of your repair. They will make an order to the appropriate trade and provide you with a job number and an appointment that is convenient for you within 3 to 8 working days.
We will agree aan appointment time for the repairs operatives to visit. This could be a morning (8am-1pm), afternoon (12pm-4.30pm) or late afternoon (4pm-6pm) appointment for all non-urgent repairs Monday to Friday and on Saturdays from 8am to 1pm. We can also give you a password that the repairs operative will use if you are concerned about bogus callers.
Our staff will also call you back after the repairs have been carried out to find out how satisfied you are with the quality of work carried out. The Housing Contact Centre also take queries or requests for estate cleaning, pest control, ground maintenance and gas servicing appointments.
You can book over the phone 0208 356 3691.
Our opening hours are Monday to Friday, 8am-7pm and Saturdays 9am-1pm. However, you can also report emergency repairs using this number 24 hours a day, 7 days a week.
You can also report your repairs on line.
Do you have a housing repair? You can report your housing repair at one of the Housing Repairs Surgeries happening near you. Speak directly with one of our Housing Contact Centre team members who can help. Your Estate Managers will also be present.
Check out the dates and venues for 2008
To report a fault regarding Hackney public pavements, roads or street lights you can ring the following numbers.
- Street light - 020 8356 8145
- Drains on public roads - 020 8356 8171
The Corporate Contact Centre on 020 8356 6688 deal with:
- Refuse
- Rubbish
- Recycling
- Bulky rubbish
- Anti-social behaviour
- Homelessness enquiries
Repair Service: ordering a repair
We aim to make it easy for residents to report a repair and provide a service that meets the diverse needs of our residents. Our priority is to delivery quality, responsive repairs first time, every time.
Our approach is to…
- Provide a one-stop shop for maintenance through the Housing Contact Centre. Repairs can be reported to the centre by phone, email, post or online
- Provide an emergency repairs service 24 hours a day, 7 days a week. This is accessed by calling 020 8356 3691
- Provide all residents with details of Hackney Homes’ repair policies, including details of the repairs that are the responsibility of Hackney Homes and those that are a tenant or leaseholder’s responsibility
- Provide a friendly and efficient service when you contact the Housing Contact Centre to report a repair. We will make an order straightaway to the appropriate trade, provide a job number for future reference and agree a convenient appointment to do the work
- When you order a repair we will offer the use of a password, to give added security against bogus callers
- We will give additional priority to repairs needed by our vulnerable tenants and, when necessary, we will provide extra support when working in their homes. (Please refer to Vulnerable Tenants Repairs Policy for further details).
Our service standards…
- We will issue an order the day a repair is reported, unless it is necessary to inspect the job first
- We will reply within 5 working days to repairs requested in writing or by e-mail to:- Repairs.rcc@hackneyhomes.org.uk
- We will agree a morning (8am-1pm), afternoon (12pm-4.30pm) or late afternoon (4.00 – 6.00 pm) Monday to Friday appointment for all non-urgent repairs and on Saturdays from 8.00 a.m. to 1.00 p.m
Repair Service: When we visit your home
We aim to complete repairs needed in your home in a professional and efficient way. We will work to keep the following parts of residents’ homes in good working order:-
- The structure and outside of the buildings
- The services that supply water, gas, electricity, sanitation, and heating
- All equipment installed by Hackney Homes
- The outside and any communal parts of the building.
Our approach is to…
- Complete all repairs within our published priority times
- Conduct ourselves in a professional way. Repair operatives will introduce themselves, show photo identification and where requested give you a password before they enter the home
- Our repair operatives will only use your phone or power supply with your consent
- Explain the work that needs to be done and how this will affect you
- Ensure your safety while any works are undertaken
- Take care of your possessions and protect them from damage, dust and paint
- Clear the rubbish and leave the area tidy at the end of each working day
- Make sure services are connected at the end of each day and when the repair is completed
Our service standards…
- We will carry out immediate repairs within 2 hours of being reported. This in response to: major damage; flooding; if your home is insecure; or if there is real danger to life or limb
- We will carry out emergency repairs to ensure your safety within 24 hours (usually the same day if reported before 12 noon). Emergency Repairs include: bad water leaks (i.e. where uncontrollable by using a bucket or bowl); blocked toilet (if you only have the one); if you have no drinking water; or if there is no electricity supply to home
- We will carry out urgent repairs, where there is substantial inconvenience damage or danger, within 5 working days
- We will carry out non-urgent repairs within 20 days. This includes repairs which do not pose any danger to occupants or members of the public and they are usually carried out within 3-10 days by appointment
- Our staff at the Hackney Homes’ Contact Centre will phone a sample of residents, after repairs have been completed, to find out how satisfied they are with the quality of work carried out;
- We will inspect 10% of completed repairs for quality, cost and customer satisfaction
- Our Technical Audit team will carry out inspections of completed reactive repairs
- Our operatives will leave customer cards for residents to comment on the services
- All repairs outstanding at the start of a tenancy will be completed within the target time for non-urgent repairs (20 working days).
If you wish to report a repair or if you have any queries you can contact the Repairs Contact Centre on 0208 356 3691 or send an email