Since it was established last year, the Council’s Housing Assurance Board has helped shape improvements across housing services, helping raise standards and improve outcomes for residents.

This week, Cabinet received an update on the work of the Board and the difference it is making across housing services.

The Housing Assurance Board brings together resident members, Councillors and housing experts to look at how services are performing, identify where improvements are needed and make sure resident feedback helps shape decisions.

In its first four meetings, the board has taken a close look at services including complaints, antisocial behaviour, fire safety, homelessness and temporary accommodation. These reviews have helped highlight opportunities for improvement and make sure feedback leads to real changes.

More residents are now able to get through to the repairs service, with fewer calls going unanswered and waiting times reduced. The repair team’s call answering rates have increased from 71.6% to 93%, whilst average waiting times have reduced from more than 700 seconds to 166 seconds. This means repairs can be reported more quickly and help can be provided sooner.

The tenancy sustainment service has also supported over 1,200 residents, helping people access financial support, manage their tenancies and reduce the risk of losing their homes. This work has helped secure £2.35m through arrears reduction and benefit entitlement support.

The board has also reviewed the Council’s response to damp and mould, including how the housing service is responding to Awaab’s Law. Changes to the service are helping residents get problems assessed more quickly and making it easier to identify and resolve issues in their homes, supported by additional staffing and new technology.

Eamon McGoldrick, Chair of the Housing Assurance Board, said:

“I am very pleased to be chair of the Housing Assurance Board, as it comprises of an excellent mix of professional expertise, and politicians who represent the people of Croydon and residents with lived experience of the services provided to them.

“We are doing a series of deep dives into areas where further service improvement is required, whilst also tracking progress against an improvement plan. We also have a focus on new policy initiatives and seeking assurance that we are in the best position to face any new challenges ahead.

“I am very grateful for all the support provided by the Council on this important initiative.”

“When we created the Housing Assurance Board, we wanted to strengthen how housing services are reviewed and make sure residents had a stronger voice in that process.

“Having independent challenge is important. It helps us learn from different perspectives, identify where further improvements are needed and keep raising standards. The Board has played an important role in helping us build on the progress already being made.

“There is still more to do, but we are continuing to take action, learn from feedback and improve services as part of our wider housing transformation.”

Jason Perry, Executive Mayor of Croydon