Croydon (Parliament Politics Magazine) – Croydon Council CEO Katherine Kerswell issues stern warning to staff after reports of verbal abuse, vowing zero tolerance for mistreatment of employees.
Following reports of “verbal abuse” aimed at Fisher’s Folly security personnel, Katherine Kerswell, the authority’s £204,000 annual chief executive, was forced to send a warning letter within two days of the council’s Access Croydon public area being changed to No Access Croydon.
The problem is that, according to Kerswell, the verbal abuse has come from other council employees rather than from (justifiably) irate members of the public.
Only last Friday, one working day before the shift, did Kerswell announce the switch of access at the council’s headquarters facility.
Last Thursday, elected council members were informed of Kerswell’s most recent faux pas. Prior to receiving Kerswell’s email on Friday morning, council employees were not aware of the changes.
The public no longer has face-to-face access to council employees unless they obtain an appointment in advance. The action is believed to be the council’s most recent attempt to reduce expenses.
One Croydon council source informed us before the transition that “it is all about delivering the new target operating model: a self-service, virtual council, where you get to talk to a half-baked AI.”
For people who want immediate assistance from their local government, such as those who have been left homeless, it further distances the already distant council.
“The appointment system will enable the council to triage and prioritise demand appropriately,”
Kerswell claimed last Friday.
Kerswell had to issue another all-staff memo this afternoon, but this time it had to address the resentment of certain employees.
“Dear all,” Kerswell wrote, in an internal email that has been leaked.
“This week, security staff at our corporate reception have had to deal with verbal abuse from some members of staff.”
This has happened when they’ve asked people to show their council pass when coming into BWH.” By BWH, Kerswell means Fisher’s Folly.
“They have also been challenged about our move to an appointment only service,” Kerswell wrote, almost surprised that some people have been questioning her dodgy decision.
Kerswell’s internal wagging of her finger continued:
“Our security team is here to help keep everyone safe. They are following the new, agreed processes and are doing everything they can to help us all through this transition period.”
That’s the transition period that was introduced at barely one working day’s notice.
“They should be treated with respect,” Kerswell ordered.
“Lots of you are of course already doing this, but I want to call out the behaviour of the people who aren’t. We will not tolerate abuse of any form – it is not acceptable and must be challenged.
Wearing an ID is standard practice and essential to protect our buildings and everyone who uses them.”
Kerswell then revealed one of the true motivations for the public’s switch to an appointments-only system: to reduce the public’s access to Croydon Council’s services.
“The changes we have made are about providing a better service to Croydon residents,” Kerswell wrote.
“We are experiencing a lot of people presenting at our front door who we do not have a duty to, this has impacted how quickly we can support residents who do need our help.
We are working to change that. This new way of working is a council decision, and we need your support.”
The installation of No Access Croydon has never been considered at any council meeting, despite Kerswell’s assertion that this was “a council decision.”
Instead, council staff, including Kerswell, are credited with making the decision.
Kerswell appealed for staff co-operation:
“So, please do wear your pass, support your colleagues and if you have any operational concerns let your manager or head of service know. Thank you for your support and cooperation.”
This week, council members may be complaining more to some managers and heads of service.
What is the context of the issue?
Croydon Council introduced a new system on March 10, 2025, which requires residents to schedule appointments for services that were previously accessible through walk-ins at Access Croydon. Residents are frustrated as a result of this shift, which was made to handle rising demand and budgetary strains.
Members of the public who were refused admission because of the new appointment-only system reportedly verbally abused security personnel within two days of the policy change.
In a formal email, Kerswell addressed these instances, stressing that mistreatment of employees is not acceptable and encouraging staff members to report any more incidents.
Both citizens and council members have expressed disapproval of the sudden adoption of the “No Access Croydon” policy, especially in light of how it may affect those in need of immediate assistance.