Until March, the council’s Access Croydon drop-in service allowed people in a housing crisis to walk in and speak face-to-face with officers.
It was replaced by a system requiring pre-booked appointments or the use of an online self-help tool.
The Local Democracy Reporting Service (LDRS) spoke to a charity support worker who attended the council’s headquarters, Bernard Weatherill House, with a client earlier this week.
He described the scene as chaotic and said it left vulnerable clients like his feeling “dehumanised”.
“We were told to call whoever we had an appointment with, but couldn’t get through to anyone,” he said.
“We ended up outside for 45 minutes with a baby and a single mum. There were loads of families, all just sat on the pavement by the flyover.”
He alleged that security staff outside the Fell Road entrance gave abrupt responses and sometimes misleading advice.
This included telling a woman with limited English she must fill out a form before her homelessness application could be considered, something he disputed.
“When I challenged that, the guard said it wasn’t his job, but minutes earlier, he’d been telling people what the protocol was. Then he started shouting at her because she didn’t have a translator.”
He added: “We asked security if we could call the housing team on Microsoft Teams because they knew we were here, but they told me it was impossible because we had no lines of communication with the housing department. We thought they were sitting in the office behind you – you are literally gatekeeping at the door to the building.”
When the LDRS visited the council headquarters this week, we saw a line of residents waiting metres from the busy traffic. Among them was a woman six months pregnant, barefoot, who had been waiting for two hours for a social services meeting.
She had been dropped off by midwives from Lewisham Maternity Ward, who hoped Croydon’s social services could assist her as someone fleeing domestic violence. With minimal help from security and no social services staff available, she sat on the floor for a prolonged period.
“It is very painful,” she told the LDRS in broken English. A local charity worker eventually paid for a cab to take her back to the hospital.
This charity worker told the LDRS that the woman’s case reflected systemic problems with housing in Croydon and across London. “Croydon is a net importer of people seeking housing claims,” she said.
“Other boroughs like Lewisham send people here because it is often cheaper. Croydon’s become a bit of a dumping ground.”
Croydon has one of the highest numbers of homelessness presentations in the UK. Under Section 103 of the Housing Act 1996, homelessness applications do not need to be in writing or follow a set format, and the council is under an obligation to deal with these in a timely manner.
These requirements place extra pressure on Croydon’s already stretched local housing system. This demand was a key factor in the council’s decision to limit walk-ins.
“There were often fights in Access Croydon when they let people in,” the charity worker added. “When you are overwhelmed like that, you can’t triage people properly.”
This was echoed by Mayor Jason Perry when the changes were introduced in March. He said: “The current walk-in service means that, at this time of extreme demand, too often residents are waiting too long to get the help they need. With an appointments system, we can triage to make sure we are prioritising appropriately.
“Knowing exactly who is coming into council buildings, and when, helps to run things as efficiently as possible whilst keeping everyone safe.”
Open letter slams new system
Five months after the council’s decision, it faces growing criticism for being rushed and potentially restricting residents’ access to timely housing support. Last week, 36 organisations and local politicians signed an open letter condemning the new system.
The letter raises concerns for homeless residents who cannot access support without completing an online form. It also cites barriers such as digital exclusion, language difficulties and unreliable email access.
They also highlight current waits of up to four months for an assessment, or eight months in some cases, as a serious safeguarding concern.
They call out Mayor Perry on his 2022 mayoral pledge to reopen council offices so residents could “speak to a real person”. The letter says the new arrangements do “the exact opposite”.
It calls for Access Croydon to be reopened to walk-ins for homeless residents and for clarity on the number of daily emergency slots. It also asks for confirmation on whether these are for homelessness cases only or all council services.
‘It feels very dystopian’
Emma Gardiner, one of the 36 signatories, has experienced the impact of the council’s decision first-hand. As the Director of South Norwood Community Kitchen, she regularly helps and interacts with those in a housing crisis.
She told the LDRS: “Many people in our community need extra support accessing the services they have a legal right to. The closure of Access Croydon created a huge barrier for people to do so. Expecting an online form to be a one-size-fits-all solution and for security guards to do the rest feels very dystopian.”
Croydon Council has made no statements suggesting it will change the current setup. In response, the Public Interest Law Centre (PILC) is now seeking a judicial review of the council’s decision in March.
Lawyers at PILC say their High Court challenge will highlight concerns over the council’s move to digitise housing services. They argue that while local authorities often promote digital updates as cost-effective and efficient, these changes risk discriminating against residents with limited literacy or no internet access.
PILC has been building its case against the council for nearly six months, with a court date expected to be announced soon.
‘Appointment system is working well’
A Croydon Council spokesperson said the appointment-only system was introduced to manage rising demand and ensure residents get the right help at the right time. They said the change is in line with other London boroughs and has improved efficiency.
They added: “Five months on, the appointment system is working well and helping us provide a quicker and more focused service. Same-day appointments are available for those with urgent needs.
We know this approach may not work for everyone. That is why support is still available in person, over the phone and through our website.
“Residents are not required to apply online. Digital help is available in borough libraries, and our adult education service offers training to build skills.
“We have expanded our telephone advice service, introduced multi-lingual lines and Text Relay, and can arrange home visits or phone bookings to complete forms when needed. We are also focusing more on prevention by working with charities and community groups to resolve issues earlier.”
A spokesperson for Lewisham and Greenwich NHS Trust said: “We cannot comment on individual cases. However, we can reassure our patients and community that our midwives are fully trained to provide appropriate support to any individual experiencing domestic violence, which would not include leaving them outside a council office.”
