Croydon (Parliament Politics Magazine) – Croydon Council’s housing department has officially been removed from special measures after four years of oversight following serious performance concerns.
In 2021, the “slum-like” and “dangerous squalor” conditions at Regina Road’s municipal apartments sparked a national crisis. The housing regulator is only now, after investing £30 million, convinced that the borough’s council housing satisfies the necessary criteria.
Four years after the Regina Road scandal stunned the country, Croydon‘s social housing service was removed from special measures in what the council’s housing chief refers to as “a milestone.”
In an internal memo distributed to council staff, Susmita Sen, Croydon’s “corporate director of housing”, said:
“I am really pleased to announce that the council has received confirmation that the regulatory notice placed on housing services for breaches of the Regulator’s Consumer Standards in 2021 has been removed.
This is a big milestone for Croydon and shows how far we have come in our housing improvement journey.”
In Sen’s statement to staff, she says:
“Staff in the housing directorate have put in a huge amount of hard work to improve services, adapt to change and keep up with increasing levels of demand. I am incredibly grateful for everything that they have done.”
Since the council referred itself to the housing regulator – given the TV images seen by millions around the world, Croydon really had no alternative course of action, Sen says “… the housing directorate has worked closely with the regulator”.
Sen says: “After reviewing the evidence we provided in the New Year, the regulator confirmed that the issues identified in the notice have been addressed. They will remove the notice from their website on Wednesday 30 April…
After more than £30 million was invested to raise the standards of our homes around Croydon, the notice was removed, marking notable and noticeable improvements in the way the housing directorate is providing services.
These include improvements to boilers, elevators, restrooms, and kitchens. Additionally, we have enhanced our repair services and trained employees in areas like fire safety, mold and damp awareness, and customer service.
Adherence to the Resident Charter, which instills the values of participation, communication, and respect in all housing services.
The Housing Improvement Board, which was established in December 2021 and has been instrumental in directing these reforms, has been a significant component of this effort.
In order to ensure that we remain accountable and continuously enhance housing services, we are currently examining ways to develop a framework that can be incorporated into the council’s governance.
It has been crucial to listen to our inhabitants and make sure they have a say in decisions. The changes we have made have been influenced by their feedback, and we will maintain collaborating with them to make sure we continue to satisfy their needs.
Although lifting the regulatory notice is a significant turning point, it is only the first step. Although we have come a long way, much more has to be done.
Once again, we are grateful to everyone who has contributed to our success thus far. Let’s move forward with offering our residents high-quality housing and services.
What specific improvements were made to the housing in Croydon?
The three tower complexes at Regina Road are being demolished because they were judged beyond repair.
225 new council homes and 155 homes for private sale are taking their place, with the help of a £54 million grant from the housing fund of the Mayor of London.
Installation of a new complaint reporting and monitoring system, which will result in quicker and more efficient repairs.
Improved contract administration to provide greater accountability and standards for heating, repairs, and voids contracts.
Thorough training for employees in areas like customer service and dampness.
Concentrate on transforming the organization’s culture to become more responsive and resident-focused.
roadshows and door-knocking initiatives to get input from locals.
The Housing Improvement Board was established in December 2021 to oversee reforms and guarantee that resident opinions influence choices.