Experiencing Adult Social Care in Hackney

Report - 25 November 2025

Between 28 April and 16 May 2025, Healthwatch Hackney carried out a mystery shopping exercise, at the request of Adult Social Care (ASC) at Hackney Council, to better understand residents’ experiences of seeking support. The aim was to explore how people navigate three key routes into the service: the Adult Social Care Front Door (Corporate Customer Services), Access and Duty, and Safeguarding.

The findings provide valuable insight that will support ASC’s current Three-Year Plan and wider service transformation work. The timing also reflects preparation for an announced visit by the Care Quality Commission (CQC). This work demonstrates a shared commitment to improving access, responsiveness and transparency in local social care.

This report summarises what we learned and sets out recommendations to strengthen the experience for residents.

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Adult Social Care mystery shopping, initial findings
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