Council responds to Care Quality Commission’s assessment of ‘person-centred’ adult social services in Hackney

Hackney Council’s adult social care services were awarded Requires Improvement, with a score of 62, the highest possible score within that rating.

The report highlights significant strengths in Hackney’s person-centred care and its commitment to equity. It also identifies areas where the Council itself has identified improvements are needed.

The CQC praised the Council for embedding equity and anti-racism at every level of the service. Inspectors noted residents reported positive experiences, felt listened to, and felt their individual identities and communities were respected during assessments.

The report also commended the Council for its:

• Robust triage and duty arrangements for people with urgent needs.
• Strong partnerships with local providers and health organisations.
• Openness and transparency in how the service learns from challenges.

This progress comes despite a 40% rise in demand for services since 2020, following the dual impact of the COVID-19 pandemic and the theft of information held at the time within Council systems.

The Council's score at the very top of its current rating reflects its focus on addressing the areas where performance can still improve. The Council is already taking action, through launching a new Preparing for Adulthood service, and making changes to its commissioning arrangements for supported living, residential care, and Direct Payments. Future plans include improving the information available on its website, piloting joint initiatives with health partners to manage demand and reduce waiting times, and making it easier for carers to access support.

"We welcome this report as a fair and honest reflection of where we are on our journey. While our goal is always to achieve the highest possible rating, I am pleased the CQC recognised the quality of our staff’s work. To be noted for embedding anti-racism and person-centred care at every level is a testament to our values.

"We achieved the highest score within our current rating, I am really pleased that our most recent ASCOF scores give further evidence of the positive impact that our work delivers for vulnerable adults in Hackney and shows we are on the right track, especially given the 40% increase in demand we’ve seen for our support since 2020. However, we aren't complacent. We are working tirelessly to fix what we need. Our latest data already shows us ranking 5th in London for quality of life, and we will keep pushing until that excellence is felt by every resident and carer in Hackney."

Cllr Chris Kennedy, Cabinet Member for Adult Social Care, Voluntary Sector and Culture