Maximum effort pledged to improving satisfaction levels in Council’s housing service

Cabinet member for Housing Services and Resident Participation, Cllr Clayeon McKenzie, has reaffirmed the service’s drive to transform and improve. This follows the results of the latest annual survey of tenant satisfaction in the service either staying the same or falling slightly in some areas this year compared to last year.

Despite small falls in satisfaction this year the work the service is doing is still seeing levels higher in virtually every single area from two years ago when the service started its improvement journey. 

The results of the independent survey of 2,000 Hackney Council tenants and leaseholders, carried out between September and November, help provide a marker for how tenants feel the service performing. It also helps the service see how the steps it is taking to improve are working and areas they need to improve on.

Over the last few years the Council’s housing service has worked hard to introduce a range of changes to help improve the quality of life for people living in its homes. These have included speeding up the time to respond to reports of leaks as well as damp and mould. It has also looked to strengthen the way tenants can help shape and inform its work. 

It has also changed contractors to help support its inhouse repairs team to maintain its homes which is helping to provide added capacity to help speed up planned maintenance and carry out any repairs needed.

The survey found that tenant satisfaction in the service as a whole in 2024/2025 was 57% compared to 59% the previous year - although it is still above the 2022/2023 level of 52%.

It also found that the satisfaction levels in housing repairs, in feeling their home is safe, that the Council treats tenants fairly and with respect and the Council’s approach to tackling anti-social behaviour remained at the same level as the previous year.

It also highlighted that satisfaction in the way the Council handles complaints rose to 29% from 28% the previous year.

However, it also showed slight reductions in satisfaction in regards to keeping people’s homes well maintained (57% compared to 61%) and keeping communal areas clean and well maintained (59% compared to 62%).

The survey’s findings will be used by the service to continually seek to improve its work, especially in keeping communal areas clean and well maintained. 

It is always disappointing to see any reduction in levels of satisfaction from our tenants. However, despite small falls this year the work the service is doing is still seeing satisfaction levels higher in virtually every single area from two years ago when we started our improvement journey.

What these figures show us is that despite the challenges that we will be facing in the coming years, we cannot take our foot off the pedal on continually improving the service we provide to our tenants.

I want to reassure everyone living in one of our homes that the Housing Service is committed to working with you to deliver a better service. I will ensure that we continue to drive this forward with maximum effort.

Over the coming years we will be continuing to invest in our housing stock including repairing and replacing some of the lifts that people living in our blocks rely on and continue to improve our service standards

Cllr Clayeon McKenzie, Cabinet Member for Housing Services and Resident Participation„

The results for all the Tenant Satisfaction Measures over the last three years are listed in the table below: