The Housing Assurance Board met on Monday 09 February 2026 to discuss a range of housing-related issues, including performance, anti-social behaviour, capital investment, and fire safety. The Board received updates on the Housing Improvement Programme, and discussions were held regarding the ongoing focus on tackling anti-social behaviour, significant capital investment projects, and fire safety measures.

Housing Overview and Performance

The Board received an update on the operational performance of Housing Services, noting both successes and areas for concern. While improvements were seen in areas such as call answering times, repairs satisfaction, and rent collection, concerns were raised about staff sickness levels, the pace of the NEC system implementation, void performance, and overall tenant satisfaction. The Board was also informed about the ongoing efforts to improve complaints handling, with a particular focus on meeting the Housing Ombudsman's Complaint Handling Code timescales. Benchmarking against other London boroughs indicated that while Croydon's performance in handling complaints has improved, it still lags behind the median in some areas.

Anti-Social Behaviour, Hate Crimes, and Domestic Abuse

The Board was presented with a report detailing the Housing Service's response to anti-social behaviour (ASB), hate crimes, and domestic abuse. The report highlighted the tools and powers used to address these issues, including warning letters, acceptable behaviour agreements, and evictions. A pilot community patrol service, launched in December 2025, was discussed as a measure to increase visible patrols and provide community assurance. Partnership working with the Safer Croydon Partnership Board, the Community Safety Team, and the Police was emphasised as crucial for tackling ASB effectively. The report also detailed resident feedback from service bootcamps and deep dives, which had led to the development of action plans to improve consistency in case management, communication, and resident contact. Tenant satisfaction with the approach to handling ASB had shown steady improvement.

Capital Investment, Asset Management Data, and Decent Homes

Updates were provided on capital investment, asset management, and the progress towards achieving Decent Homes standards. As of December 2025, 95.23% of stock condition surveys were completed, and 96.43% of homes met the Decent Homes Standard. The Capital Delivery Programme had a budget of over £45.5 million, with significant expenditure on fire and building safety, and general building works. The Board heard about the development of a new Asset Management Policy, which aims to align with RSH Consumer Standards and integrate data from various sources for long-term investment planning. The procurement process for major works, including the replacement of the Mulalley contract, was also discussed, with a focus on engaging residents in the process. A Decency Task Force was being established to address non-decent properties and prevent future issues.

Fire and Building Safety

The Board received an update on fire and building safety measures. The Fire and Building Safety team, comprising accredited professionals, works to ensure compliance with regulations such as the Regulatory Reform (Fire Safety) Order 2005 and the Building Safety Act 2022. The report detailed the team's portfolio, including 43 high-rise blocks, and the progress on Fire Risk Assessments (FRAs) and associated actions. A significant focus was placed on the Building Safety Case reports, with a timeline for submissions outlined. The Board was informed about an Enforcement Notice received for Heathfield Gardens, with steps being taken to address the issues. Resident engagement strategies were also discussed, including a multi-channel approach to communication and a focus on understanding resident vulnerabilities. The challenges and progress related to Large Panel System (LPS) buildings were also presented.

Forward Plan

The Board discussed the forward plan, with potential topics for future meetings including adaptations, complaints, allocations, and the impact of the Competence and Conduct Standard. The Board also noted the upcoming Homelessness and Housing Needs meeting, which would include an introduction to the situation in Croydon.

Any Other Business

Under Any Other Business, the timeline for the Regina Road development was confirmed to begin on 26 March 2026. The responsibility for compensation as a result of complaints and ombudsman decisions was clarified to sit outside of corporate compensation, with updates to be provided in April. The Board also discussed the implications of the new Competence and Conduct Standard for housing professionals, highlighting the need for refreshed codes of conduct and performance management. The issue of transfer slabs in LPS buildings was raised as a potential new concern, and the high rate of no access for essential checks was noted.