The Housing Ombudsman has criticised Hackney Council for missing multiple opportunities to improve its housing service and warned of the dangers of a ‘positivity prism’.

An investigation of the council was launched due to the high levels of maladministration and severe maladministration findings in the Ombudsman’s casework.

Poor practice was discovered in 79% of complaints from Hackney residents.

The investigation identified issues in several areas, including risk assessment and prioritisation, responding to vulnerable residents and its knowledge and information management.

Richard Blakeway, Housing Ombudsman, said the council has invested significant resources to support and deliver its improvement programme.

However, he added: ‘At times the process has been rewarded rather than the outcome.’

‘The pressure for improvement has sometimes created a “positivity prism” which has overstated changes compared to the reality experienced by residents,’ he said.

‘This could go some way to explain the root cause of the landlord’s problems. It must ensure its mindset does not prevent real learning and reflection, including from complaints, to achieve its ambitions.’

Cllr Guy Nicholson, deputy mayor and cabinet member for Housing Management and Regeneration, apologised and said the council was ‘fully committed’ to improving its housing service.

The Housing Ombudsman also this week set out key learning around emergencies ahead of Awaab’s Law, citing cases involving Hackney, Brent, Harlow, Lambeth and North Tyneside councils.