Housing regulator lifts notice on Croydon council after four years

The Regulator of Social Housing (RSH) has lifted a notice on Croydon council four years after stepping in over the state of the borough’s housing stock.

The decision comes after evidence of progress in housing standards, repairs, maintenance, resident involvement, and customer care.

Jason Perry, Executive Mayor of Croydon, said: “This is a crucial moment in the ongoing transformation of housing services in Croydon. 

“We are creating a borough that listens to residents and invests in safer, better-quality homes.”

The council self-referred to the RSH in 2021 after concerns about damp, mould and disrepair at the Regina Road estate in South Norwood. 

Serious failures in leadership, communication, and performance management within the council were identified by the regulator.

Since then, the local authority has worked with an independent Housing Improvement Board, which includes both residents and housing professionals, to address the concerns raised. 

Croydon invested more than £30million in 2024/25 to upgrade council homes across the borough, including the installation of new kitchens, bathrooms, windows, lifts, and boilers. 

The £166million regeneration of the Regina Road estate is also under way, with demolition in progress and a planning application due for submission this summer, the council confirmed. This aims to deliver at least 225 new homes, green spaces, a preschool, and other community facilities for local residents.

In addition, big strides have been made in Croydon’s repairs service, with the launch of an in-house repairs contact centre, stock condition surveys completed on 70% of homes, and the introduction of the Photobook inspection tool to enhance reporting. 

Staff training has been a priority, including a focus on damp and mould awareness, fire safety, and customer care.

Residents have been central in shaping these changes, with their feedback driving improvements in communication, trust, and decision-making. The Housing Improvement Board, established in 2021, has been pivotal in ensuring that residents’ needs are met, and services are continually improved.

Susmita Sen, director of housing at Croydon council, said: “Lifting the regulatory notice marks an important step in our ongoing efforts to improve housing services. 

“Whilst we’ve made improvements, there is still work to be done to meet residents’ expectations and continue enhancing service quality.”

Ongoing investments in safety, repairs, and complaint handling will continue, ensuring the transformation is sustained as part of Croydon’s wider Future Croydon 2024-29 transformation programme.

Martin Wheatley, chair of the Housing Improvement Board, said: “The Regulator’s decision to end the formal intervention is a well-deserved recognition of the hard work from all involved. We look forward to continued progress, ensuring Croydon becomes an even better landlord.”

Pictured top: Bernard Weatherill House, Croydon council offices in Fell Road (Picture: Tara O’Connor)