The Regulator of Social Housing (RSH) has lifted the regulatory notice on Croydon Council, following evidence of progress in housing standards, repairs, maintenance, resident involvement, and customer care.
This announcement is a crucial milestone in Croydon’s extensive housing improvement programme. It marks a key moment in a broader housing transformation strategy led by the Executive Mayor of Croydon, Jason Perry, as outlined in his Mayor’s Business Plan 2022-26.
Croydon self-referred to the RSH in 2021 following serious concerns about living conditions on the Regina Road estate in South Norwood, which resulted in the RSH issuing a regulatory notice. These issues were mainly related to systemic failings in leadership, communication, and performance management. Since then, the Council, working closely with the independent Housing Improvement Board, which includes residents and housing professionals, has addressed these concerns head-on.
As part of its transformation, Croydon has invested over £30m in 2024/25 to upgrade council homes across the borough, including the installation of new kitchens, bathrooms, windows, lifts, and boilers. The £166m regeneration of the Regina Road estate is also under way, with demolition in progress and a planning application due for submission this summer. 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.
Whilst the lifting of the regulatory notice is an important milestone, Croydon Council acknowledges that there is still work to be done. 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.
“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 work continues, and we remain focused on delivering improvements that benefit everyone.”
Jason Perry, Executive Mayor of Croydon
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.”
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.”
