May 22nd 2025

We are deeply distressed by the findings of this report. It lays bare the systemic failings within Hackney Council’s housing services—failings that echo the stories of countless residents we have supported over the years. Many have endured serious distress and lasting impacts on their physical and mental health as a direct result of these failures, now publicly acknowledged and evidenced.

While we note the Council’s apology, we believe it must go further. All residents whose cases have been mismanaged should now have any outstanding issues resolved immediately as well as receiving both a formal written apology and appropriate compensation. In addition, the full action plan as outlined by the Ombudsman in response to its findings must be implemented.

The report highlights a deeply concerning lack of transparency within the Council, a “positivity prism” that has resulted in misleading data being presented to decision-makers, scrutiny and the public. This is deeply troubling to us reflecting a culture of cover-up. Coupled with a near-total absence of meaningful resident engagement, a lack of data on needs, disability and vulnerability has contributed to a distorted understanding of the true scale of the challenges facing Hackney Council housing services. In turn, this has led to avoidable suffering faced by some tenants, sometimes over an extended period.

One of the most striking—and troubling—aspects of the report is the recurring observation of a “culture of prevention to learning and reflection.” We see this as not unique to Housing but a pattern seen across some other service areas, where evidence and complaints brought forward by residents have been routinely dismissed or ignored.

If we are serious about getting the basics right, as the report recommends, then Hackney Council must act swiftly and decisively. That includes a leadership reshuffle, not just at cabinet level, but looking at the performance of senior officers who have allowed this situation to happen. The former Cabinet Member for Housing Services, Cllr Clayeon MacKenzie, has already moved on, but we would wish to sound the alarm at the Mayor’s decision to amalgamate that role with the Regeneration portfolio. Not only are there potential conflicts in trying to juggle those responsibilities, but the post holder, Cllr Guy Nicholson, has additional duties as a Deputy Mayor. It is simply not feasible for one already busy individual to provide the urgent focus and strategic leadership that housing services so desperately require.

To continue with this arrangement does a disservice to Hackney residents and undermines the extraordinary efforts of frontline staff who have worked hard to hold the system together. It also jeopardises the essential progress needed to fully implement the Ombudsman’s recommendations.

We therefore call on Mayor Woodley to urgently review and reshuffle her team. At the very least, a dedicated Cabinet Lead focused on remedying the failures in Housing is essential. But the Mayor should go further and recognise there are capable, committed, and progressive councillors not only on the Labour benches, who could contribute to delivering the meaningful change Hackney residents deserve. The findings may also indicate failings in the Council’s scrutiny process, with Labour Councillors selecting others from their own party for all leadership positions on scrutiny commissions, effectively leading to the administration marking its own homework. The Living in Hackney Scrutiny Commission, whose responsibility is to oversee Housing, also has a cumbersome portfolio of other duties. During a Housing Crisis, a Housing Scrutiny Commission dedicated to examining all aspects of housing in Hackney is the sensible way forward. The current crisis in Housing Services is caused by complacency. The most effective approach to redressing systemic failure would be through wider engagement, including making better use of cross-party collaboration, in scrutiny and even at Cabinet level.