Hackney Council launches improvement plan after non-compliant consumer grade

Hackney Council has published plans to deliver improvements to its housing services after the Regulator of Social Housing (RSH) gave the local authority a non-compliant C3 grade last August.

The Housing Improvement Plan identifies the need for service improvements, such as reducing the time taken to complete repairs and works to tackle damp, mould and leaks.

It includes the need to comply with new consumer standards, such as , address issues with repairs and complaints handling highlighted by the Housing Ombudsman Service (HOS). 

Hackney’s plan also includes the implementation of a new ICT system, which follows on from a 2020 cyber attack. 

Last year Hackney self-referred itself to the RSH following an externally commissioned review into its compliance against the new Safety and Quality consumer standard. 

In May, the results of a special investigation into the local authority by the Housing Ombudsman identified service failures across repairs, responding to vulnerabilities and information management.

The Ombudsman reviewed 49 complaints during the investigation and visited the council in late 2024.

The Housing Improvement Plan was formed based on feedback from RSH, the Housing Ombudsman Service and Resident Scrutiny Panel. 

The Improvement Plan is recommended for approval at the council’s Cabinet meeting on 21st July. 

>>See also: Hackney Council must avoid overstating improvements to deliver better resident services, warns Ombudsman

>>See also: Four more local authorities breach new consumer standards

If passed, the local authority will accelerate its improvement, seeking to have no repairs outstanding that are over three months old by the end of September 2025 and eliminating the repairs backlog completely by the end of December 2025. 

In June, the Cabinet approved the establishment of a Housing Advisory Panel – an independent body of housing experts and tenants – and, under the Improvement Plan, this will be in place by the end of September 2025.

It also intended to improve how the Council manages, learns from and resolves complaints from residents by the end of December 2025.

Hackney Cllr Guy Nicholson, deputy mayor and Cabinet member for housing, management and regeneration, said: “Improving the quality, efficiency and delivery of Hackney’s Housing Services for all tenants and residents in Council owned homes is front and centre of the Council’s focus, the Housing Improvement Plan will help realise this ambition.

“But little of this improvement will come about unless there is the support for the housing staff who have been struggling to provide a service day in day out without having the right tools to do the job. 

“With the backing of the Council, the service will be invested into to provide the support and tools that are sorely needed to deliver an outstanding and fit for purpose service for tenants and residents.”

He added: “To keep the delivery of the Improvement Plan on track, the Council will be working alongside tenants and residents, Councillors and industry professionals to provide the lived experience and professional expert advice, analysis and assessment to deliver the best service in the capital.

“The journey will take time, this is not some quick fix so the improvements will be designed properly and implemented professionally but all are focussed on delivering for tenants and residents.”