The social housing regulator has lifted its regulatory notice on Croydon Council four years after it was marred in scandal over the state of its housing stock.
The decision follows evidence of improvements in housing standards, repairs, maintenance, resident engagement, and customer service made by the council.
Croydon Mayor Jason Perry called the news a ‘crucial moment’ for Croydon’s ongoing housing improvement, adding: “We are creating a borough that listens to residents and invests in safer, better-quality homes.”
The council self-referred to the Regulator of Social Housing (RSH) in 2021 after widespread concerns about conditions at the Regina Road estate in South Norwood. An ITV report exposed the extent of the poor conditions, revealing damp floors, mould-covered walls, and extensive disrepair.
Following its referral, the regulator issued a notice citing serious failures in leadership, communication, and performance management under the then Labour-led council.
Since then, the council has worked with an independent Housing Improvement Board, which includes both residents and housing professionals, to address the concerns raised. In the current financial year, Croydon has allocated over £30 million to upgrade council homes across the borough. Works include new kitchens, bathrooms, lifts, windows, and boilers.
A wider £166 million regeneration project is under way at Regina Road. Demolition work has started, and a planning application for redevelopment is expected this summer, aiming to deliver new homes and community facilities.
In 2023, the council also ended its contract with the previous repair provider, Axis, following complaints. The original contract, awarded in 2014, included planned extensions but was brought to an early end in 2022, two years ahead of schedule.
Croydon Council subsequently replaced Axis with three new contractors: K&T Heating, Mears, and Wates. The council has also introduced changes to its housing repairs service, including a new in-house contact centre and stock condition surveys for the majority of council homes.
New digital tools and additional staff training in areas such as fire safety and damp and mould have also been introduced.
Resident input has been part of the reform process, the council says, and feedback has been used to guide service delivery and priorities. The Housing Improvement Board, established in 2021, continues to monitor progress and advise on changes.
Croydon Council has said that while the regulatory notice has been lifted, further work is required to maintain and build on recent improvements. Ongoing efforts are part of its wider Future Croydon 2024–29 transformation programme.
The move also forms part of the council’s ongoing housing improvement programme, which forms a key part of the Mayor’s Business Plan 2022–26.
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.”
