How to complain about London Borough of Hackney, and what to do if they ignore you
Hackney Council manages around 31,000 homes across the borough, including some of the largest 1960s and 1970s estates in London (Pembury, Frampton Park, Holly Street). The council was the subject of a major independent statutory ruling in 2024 relating to disrepair handling and has been working under an improvement plan since.
Hackney's older estates have ongoing damp and structural issues. A 2024 independent statutory ruling criticised the council's complaints process for closing cases prematurely. If your case is marked 'resolved' in writing but the underlying repair hasn't been done, that wording is itself useful evidence. If Hackney Council has ignored you, here's how to claim.
How to complain about London Borough of Hackney
If London Borough of Hackney has left a repair undone, you have the right to complain, and to escalate it for free if they ignore you. Here is the order to follow.
- 1
Complain in writing. Send London Borough of Hackney a written complaint, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint, and they should reply within about 10 working days.
- 2
Ask for a stage 2 review. If you are not happy with the reply, ask London Borough of Hackney in writing to look at it again at stage 2, the final stage of their process. They should reply within about 20 working days.
- 3
Escalate to the Housing Ombudsman. If London Borough of Hackney still does not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman, the free service that reviews social-housing complaints.
- 4
If a repair is still not fixed, get free advice. If the problem is disrepair such as damp, mould, a leak or broken heating and London Borough of Hackney has ignored it, call us free. We will tell you where you stand, and you may have a claim. We deal with London Borough of Hackney for you, and there is no cost to start.
Talk to us about London Borough of Hackney
or answer 2 quick questions
What is the main problem?
What happens after you send the form
- We read your case. Real person, not a bot. Inside 1 working hour during opening times.
- Free 25-minute call. We tell you honestly whether you have a case worth pursuing.
- If we proceed, your case goes to one of our SRA-regulated panel solicitors on no-win-no-fee terms. The fee only comes out of your compensation if you win, never out of your own pocket.
How London Borough of Hackney's own tenants rate them
These are London Borough of Hackney's own tenants' scores, collected by the housing regulator in 2024-25. We didn't pick the numbers.
RSH TSM 2024-25 · gov.uk source · London Borough of Hackney's own TSM page
Most landlords means the middle score across every social landlord in England in the 2024-25 regulator data. The thin line on each bar marks that middle score.
A real London Borough of Hackney case decided by an independent ruling
This is a published independent statutory ruling, not our own client. It shows the compensation London Borough of Hackney was ordered to pay a tenant, and the kind of failing we help you act on.
London Borough of Hackney by the numbers
- •Around 31,000 council-owned homes across the London Borough of Hackney.
- •2024 independent statutory wider-investigation findings on disrepair handling.
- •TSM 2024-25: 57.4% overall satisfaction (sector median 71.8%).
What you can do today
- 1.Submit a stage-1 complaint at hackney.gov.uk/complaints, quote your tenancy reference.
- 2.Phone repairs on 020 8356 3691 and request an Awaab's Law inspection appointment.
- 3.After 8 weeks of no proper response, you may have a claim, call us free on 0800 030 4669.
Why work with us
Four things we commit to on every case. No fabricated stats.
No win, no fee
If you don't win, you don't pay us. And you are dealing with a regulated, authorised firm, not a cold-caller.
Nothing to pay up front
You pay nothing to get started, and nothing at all if you lose. If you win, the fee only comes out of your compensation, never out of your own pocket, and it is capped by law.
Honest advice
We tell you on the first call whether your case is worth pursuing. We are not paid by case volume, so you get a straight answer.
Common issues with London Borough of Hackney
Based on public statutory complaints records and tenant reports. Awaab's Law deadlines apply regardless of which issue you report.
Damp and mould
Significant hazard: 10 working days to investigate, 5 to complete under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Leaks and flooding
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Broken heating and hot water
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Sample complaint email to London Borough of Hackney
Copy this, fill in the bracketed details, and send. Cites Section 11, FFHH Act and Awaab's Law, landlords take it seriously.
Subject: Formal complaint: disrepair at [your address], Section 11 and Awaab's Law Dear London Borough of Hackney, I am writing to formally complain about disrepair at my home at [your address]. The issue: [describe damp / mould / leak / broken heating / other, be specific about rooms, when it started, and any health impacts]. I reported this on [date] via [phone / email / portal / in person]. The reference number I was given is [reference if any]. To date, no proper repair has been completed. LEGAL POSITION: Under Section 11 of the Landlord and Tenant Act 1985, you have a duty to keep the structure and installations of my home in repair. Under the Homes (Fitness for Human Habitation) Act 2018, my home must be fit for human habitation. Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force 27 October 2025), if this hazard is an emergency you must investigate within 24 hours and offer alternative accommodation if the home cannot be made safe. If this hazard is a significant hazard, you must investigate within 10 working days, complete the relevant safety work within 5 working days of finishing that investigation, and provide a written summary of your findings within 3 working days of the investigation. This letter constitutes formal notice. Please acknowledge within 5 working days and issue a stage-1 response within 10 working days, as required by your published complaints policy and the statutory Complaint Handling Code. If you fail to respond or to act within these timeframes, I reserve all my rights including escalation to the Housing Ombudsman and a legal claim for compensation. Yours faithfully, [Your name] [Your address] [Your phone] [Your email]
Don't want to do this yourself? Use our free letter builder for a PDF, or start a claim with us and we'll handle the whole correspondence.
Frequently asked questions about London Borough of Hackney
How do I complain about London Borough of Hackney?
What can I do if London Borough of Hackney have ignored my repairs?
How long does London Borough of Hackney have to fix my repair?
How do I report damp and mould to London Borough of Hackney?
Can I claim compensation from London Borough of Hackney?
What if London Borough of Hackney have inspected but done nothing?
How do I escalate a complaint about London Borough of Hackney?
Related
By: Support for Tenants editorial team
Last updated:
Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only and not guaranteed; every case is different.