Complaints
If you have a complaint, let us know. We can then try to put it right. Your comments and complaints help us to correct our mistakes and improve our service to you. See Useful contacts for the phone numbers and addresses.
Your questions answered
Who do I contact if I wish to raise an issue?
As the first step it is best to contact your Neighbourhood Office. You can telephone, e-mail, write a letter or visit the office in person. See Useful contacts for the contact details, addresses and opening times. We will look into the problem or explain the situation. Once the facts are known, the problem can usually be sorted out quickly. If you are not satisfied with our first response we have a complaints procedure you should follow. To make a formal complaint, see Let us know and Complaint procedure.
What action can I expect?
If, following an investigation, we find that we are in the wrong, we will apologise in writing and will do everything we can to put things right. We will also take action to make sure the same problem does not happen again to you or any other tenant. If your complaint was about one of our policies, we may decide to review the policy to see whether changes are needed.
Who else can I approach?
You can at anytime contact your Local Councillor who can enquire on your behalf about an issue which is causing you concern. Details of their surgeries can be found on the Council's website www.hackney.gov.uk. You can also contact the Mayor's Office or your local Member of Parliament. If you have a serious complaint against Hackney Homes and have been through our formal complaints process but are not satisfied, you can contact the Local Government Ombudsman. The Ombudsman is an independent organisation who may investigate the matter further. See Useful contacts.
Let us know
We know that there may be times when you are unhappy with the service you receive. If this happens please contact us and give us the opportunity to put things right.
It is best to phone or visit your Neighbourhood Office. You can ask to speak to any member of staff. Usually, we can sort out mistakes or misunderstandings very quickly.
If we cannot sort out the problem in this way, we have a complaints procedure to make sure that your complaint is handled efficiently and in a fair way. We have a booklet called ‘Compliments and complaints’ which you can get from your Neighbourhood Office or the Complaints Team. This booklet explains the procedure and includes a Complaints form you can complete. You can hand it in (you will be given a receipt) or post it free of charge, or you can complete an on-line form on www.hackneyhomes.org.uk.
Complaint procedure
Stage one. We will acknowledge your complaint by letter within 3 days. We will tell you who will deal with your complaint. They will review the matter and send you a written response within 15 working days.
Stage two. If you are not happy with the outcome of Stage One, you can ask for the matter to be investigated by the Complaints Team. They will review the matter and send you a written response within 15 working days.
Stage three. If you are still not happy you can ask for your complaint to be considered by Hackney Council's Standards and Complaints Team.
They review the Stage One response and the Stage Two investigation and will carry out a thorough independent review. They will review the matter and send you a written response within 20 working days.
