Collection

Manage your council home

Research about the needs of social housing tenants.

  • Improving My Rent Account Alpha

    Hackney Council launched an online Rent Account service in October. Since then it has been used 50,000 times by 12,000 people. However, just 27% have tried to make a payment on the service and 36% of people have failed to complete an online payment. We want to explore how we might increase payments through personalised notifications and an easier payment process.

    September 2018 - December 2018

    Phases: Alpha

    Part of a collection for: Manage your council home

  • Manage a tenancy Live

    Enabling neighbourhood housing officers to work in the field, digitising the processes to improve the customer experience, reduce travel time and reduce paper.

    October 2017 - present

    Phases: Live, Discovery, Alpha, Beta

    Part of a collection for: Manage your council home

  • Development of a temporary accommodation service Discovery

    Hackney Council has around 3,000 families in temporary accommodation, living within the Borough and beyond. The current process for identifying and inspecting the accommodation, allocating it to families and managing their rent is unnecessarily complex and time-consuming. As part of our move away from Universal Housing, we want to develop a digital service to better support residents and the staff that serve them.

    July 2018 - November 2018

    Phases: Discovery

    Part of collections for: Apply for a council home, Manage your council home

  • Tracking repairs for residents

    For a resident to check the status of a repair job, they have to call the Resident Contact Centre (RCC) 20% of calls to the RCC are follow-up calls (the rest are new repairs). These follow-up calls could be reduced by providing a self-serve option online for residents

    June 2019 - June 2019

    Part of a collection for: Manage your council home

  • Managing a housing repair in Hackney Live

    The integration of the repairs process between solution doesn’t provide customers visibility over the progress of a job and data is not exchanged in a robust, reliable fashion. Problems in systems and integrations mean that a single technical fault can take too long to identify and fix. This project is designed to improve the current solution in order to ensure tenants and leaseholders, and the staff that support them have a realtime view of the progress of a repair and any subsequent actions required.

    April 2018 - December 2018

    Phases: Live

    Part of a collection for: Manage your council home

  • Legal disrepairs discovery

    Discovery into the legal disrepairs process

    September 2021 - October 2021

    Phases: Discovery

    Part of a collection for: Manage your council home

  • Improve the customer experience of reporting a repair to a Hackney property

    Hackney has approximately 32,000 tenants and leaseholders. Hackney's repairs contact centre (RCC) receives 171,000 calls per year, which are roughly split between new requests and calls following-up existing requests. This is one of three projects to improve repairs.

    April 2018 - June 2018

    Phases: Live

    Part of a collection for: Manage your council home