Technical problems and queries about the website
Do I need to log in each time I visit the Hackney Matters website?
To have full access to all the information on the website you will need to log in. The website has been designed for panel members and we want to make sure that it is secure.
I have forgotten my username and password
Don’t worry, there's a message and link for you to click on the log-in page. You will automatically be sent an email with details of what to do next. You will then be able to reset your password so that it's memorable to you.
I don’t receive regular emails from Hackney Matters
You should receive an email once a month. It might be a newsletter, an invitation to take part in a survey or to come to an event, among other things. If you are not receiving emails this regularly there might be a problem with your email settings. Please check whether your email filter is treating the emails from us as spam.
Can anyone else see the Hackney Matters website?
The website has been designed for panel members. The research and consultation staff who put news stories and information up on the website have access to it. Other people cannot see the information on the website.
General queries about our research
How often will I be invited to take part in a survey?
You will be invited to take part in regular surveys. These will be up to ten minutes long at the most and will cover a range of issues that we know matter to panel members.
You might sometimes be invited to take part in a short poll. These will only have a few questions and will generally be on topical or current issues.
What other activities are planned for panel members?
You might be invited to take part in an online discussion or focus group about an important issue. We might also invite you to come to a smaller group to help us develop a campaign or to tell us in detail about certain issues.
It’s up to you how much you get involved – you can say yes or no to any invitation. We’re grateful for any participation, even if it’s just completing surveys.
Who reads the survey findings?
All of your feedback is anonymously reported and the findings are presented to senior managers, the Mayor and his Cabinet. They will be carefully looking at what people are saying, and making sure that we learn from and make improvements based on your feedback.
Can I access the web portal on my tablet and/or phone?
Yes! The community can be accessed from your mobile device or tablet. Simply type the URL into your mobile browser and sign in with your credentials.
Will I incur data charges from my mobile network provider for using the app or community web portal on a mobile device?
Mobile device charges may be incurred by your network provider, based on your mobile device’s data usage package. To avoid data usage charges we recommend you use a WIFI connection. No connection is required when completing research activities using the app.
Why do I have to download an app when I can access the community web portal using my mobile phone?
It’s easier to use the app because:
•You have direct access to live activities
•You can quickly read the activity description
•You can quickly upload your responses
•You also don’t need to be online to complete the activities. So, you could send us your feedback easily while on the move. The app simply stores your responses and uploads them the next time you have a WIFI or 4G/5G connection.
Can I just use the mobile app and not bother logging into this web portal?
The app allows you to participate in the research activities, but it doesn’t give you any information about the community, or allow you to take part in community-wide discussions, so we’d encourage you to log into the web portal at least once or twice if you can. Once started, surveys need to be finished using the same platform, but group discussion and diary tasks can be completed using both the app and the web portal to post comments.
What makes a great post?
There is no secret to writing a great post. If you are open, honest and helpful your posts will always be great!
What if I do not know how to answer certain questions?
Alongside all of our research activity questions there should be an explanation that clearly states how the question should be answered. If this explanation is not clear, please contact us and we’ll be happy to provide more advice.
What if I have questions about completing an activity?
Please contact us. We make every attempt to respond quickly to enquiries, and are committed to maintaining a high level of service. On average, we try to respond to messages we receive within a couple of hours during the working day (Mon-Fri 9am-5pm). Messages received outside of this will be responded to as soon as possible the next working day.
How many activities do I have to complete?
Ideally we’d like you to check in a couple of times a day – but only briefly.
What if I am not able to complete or submit the survey you have emailed me?
• To submit a survey, all required fields need to be filled in – so please double check that you have completed all required rows and columns
• Have you only used whole numbers when entering numerical data? Our surveys can only take whole numbers (e.g. 99 but not 99.99)
• If you have checked all of the above and are still having trouble completing or submitting a survey, please contact us.
How can I be sure you got my survey responses?
If you were returned to the homepage after completing the survey, your responses were submitted. You can also check by clicking on the survey link and a message stating that you've already completed the survey should appear.
I am not receiving emails from you
Depending on your email provider and your personal email settings, some emails sent from an automated system may be diverted directly into your junk mail or spam folder. To avoid this situation, you can add our email address to your safe sender list, safe recipient list, white list (different names are used by different email providers) or to your address book.
My page is blank, not loading, or I cannot move to the next page
Please allow two minutes for the page to load, as it may take a while. Refresh the page: try to either restart, or click the refresh/reload button on your browser, in most cases this will load the question properly and will allow you to complete the survey or activity. Finally, if you have another internet browser installed on your computer, try accessing the survey from there.
Can I see the results of the activities I've taken part in?
Once the community has closed and we've had a chance to think about everything you had to say, we'll update our feedback page to let you know the decisions we’ve made as a result of your input.
Queries about personal information
Why do you need to ask personal questions such as age, ethnic background and my family make-up?
This is so that we can see how different groups of people feel about things. For example we might be interested to see how women feel about crime compared to men, or how older people feel about their health as opposed to younger people.
Who can read all this personal confidential information?
This information is treated sensitively and carefully. Only research and consultation staff, along with approved market research companies working on our behalf have access to this information. The information is used for research purposes only and is confidential.
We adhere to GDPR and you can find out more in our privacy statement here.
Will I get sent junk email and mail?
Your information is only used by consultation and research staff, and research companies approved by and conducting panel research for us. We will not pass your information on to other parties or organisations.
How do you make sure my details are kept secure?
Platform One, our selected third party market research software platform provider, has been through a rigorous information security process. All logins to the community web portal are completed via a secure site with SSL encryption.
Will my personal information be sold to other companies?
We will never pass your information to third parties.
How do I change my account or personal details?
You need to contact us.
How do I make a complaint?
If we haven't met your expectations, then please contact us.