Decision Maker:

Outcome: Recommendations Approved

Is Key Decision?: No

Is Callable In?: No

Date of Decision: November 19, 2025

Purpose: Following the events at Regina Road in March 2021, the Ark report identified a failing housing service with a lack of care and respect for the residents it was in place to serve. Citing inadequate communication, a lack of joint working with residents and a repairs contract that was struggling to deliver, the report identified severe weaknesses in the customer experiences of Croydon’s tenants and leaseholders. As a result, the council self-referred to the Regulator of Social Housing (RSH). Identifying the breach of two consumer standards, the RSH then served a regulatory notice on the Council which was followed by regulatory intervention.   In addition to the regulatory notice, the Council’s housing needs service was facing significant pressure, with residents waiting over six months to be assessed for homelessness services and an over-reliance on manual systems leading to poor record keeping and data loss, impacting grant funding and accurate reporting to MHCLG. Here also, the lack of respect accorded to those experiencing homelessness was notable.   To tackle the serious failings in late 2022, a Housing Transformation Programme, to be delivered under the umbrella of a new housing department, was developed jointly with residents and staff. Following this, after a comprehensive consultation with residents and key partners, the Council approved its Housing Strategy and Delivery Plan on 13 December 2023. The Housing Strategy was a key component for improving services in that it set out the principal challenges for housing and the Council’s five-year priorities for improving services for residents. Alongside the Strategy, the Delivery Plan includes service-specific targets and objectives.   This report provides an assessment of progress of key achievements over the first 18 months. It highlights significant accomplishments associated with housing landlord services and housing needs including:   -       Onboarding of new repair contractors and a new repair contact centre now achieving excellent response times (95% call answering rate) – -       Creation of robust new resident involvement structures and meaningful consultation leading to the co-creation of key strategies and policies. -       Adherence to Building and Fire safety act requirements providing safety assurance to our residents. -       Significant reduction in void turnaround times, reducing wait times for our residents. -       In a time of rising homelessness, reducing the percentage of applicants booked into temporary accommodation from 66% (2022) to 15% (2025) whilst eliminating the numbers of households using B&Bs for over six weeks. -       Approval of Regina Road Planning Application to demolish and rebuild the housing estate providing safe, warm and secure new housing for 340 households of which 215 are for social rent.   In April 2025, in recognition of an improving situation, the RSH lifted the Regulatory Notice served on the Council’s landlord services in 2021. This key milestone was followed by encouraging outcomes from Council-commissioned inspections of management and repairs and maintenance.   The report also recognises the difficult challenges that the Housing Service still faces. Within the Housing Needs Service the levels of homelessness remain historically high. Whilst in landlord services ensuring that our housing stock is in good condition, and that the service is compliant with the requirements of the Regulator’s Consumer Standards, is essential.

Content: For the reasons set out in this report, the Executive Mayor and Cabinet AGREED to:   2.1 Note the progress made in Croydon’s five-year Housing Strategy between December 2023 and August 2025 as set out in this report.