Carers remain concerned about the future of support services in Croydon despite the announcement, and have criticised the council’s approach to dealing with carers, calling it ‘offensive and undermining trust’.
Fears over the future of the Carer Support Centre on George Street first arose following the council’s decision to change the carer support supplier on February 12.
Carers First was awarded the contract for adult carer assessments and health support, while Croydon Mind will now be responsible for adult carer mental health support. Off the Record will offer services for both young and adult carers.
As part of the changes, the council initially proposed the closure of the support centre on George Street and its eventual replacement ‘somewhere else in the borough’.
However, following significant backlash, the council announced that it would remain open following the change, in a move they have defended as ‘not a U-turn.’
Croydon said in a statement published on March 1: “We would like to assure residents that the current Carers Centre is remaining open in George Street and the new provider will deliver support from the current base from April 1, when the new contract begins.
“Not every carer is able to visit George Street, so the new carers contract offers more support for carers across the borough in places where they can get to. These new support bases will be co-designed with carers.”
The statement added: “We recognise that change can be unsettling, as we transition services from one provider to another.”
The Campaign to Save the Carers Support Centre (CSCSC) welcomed the decision to keep the centre open, but says questions about its future remain unanswered. A spokesperson told the Local Democracy Reporting Service (LDRS): “Our concerns are significant and are not simply a case of ‘finding change unsettling’.”
CSCSC member Katie Rose, also the leader of the support centre choir, outlined five major issues in a statement on March 5. These concerns stem from the February 12 announcement about changing the care provider, which initially left George Street out of the plan.
According to Rose, new provider Carers First had informed staff that the George Street hub was not included in their original plans. While the campaign led to an apparent change in strategy, Rose warned that the centre might not be open as frequently under the new setup.
Since its 2013 opening, the John Whitgift Foundation-run (JWF) centre has supported nearly 10,000 Croydon carers, offering services like advice, benefit form assistance, and bereavement counselling. The centre also hosted regular activities such as the popular Carers Café, book club, dementia meetings, and yoga sessions.
One carer who frequently used the centre expressed concern that these vital services might be axed under the new arrangement. She told the LDRS: “We don’t know if the café or any other activities will continue beyond April—so many people rely on them,” she said.
Rose also criticised the council for failing to adequately engage with Croydon’s carers about the impact of the changes. While a consultation took place with staff, Rose pointed out that carers were never directly asked whether they wanted a new provider. This, she says, contradicts a statement a Carers Strategy Steering Group member made about the council’s ‘extensive consultation’ at last month’s cabinet meeting.
The council reassured carers that no JWF staff would lose their jobs and emphasised that the change wasn’t a cost-saving measure. The staff were told they would be protected via the TUPE process, a set of rules that protect employees when their employment is transferred to a new company.
However, Rose claims Carers First has informed staff of a restructuring that could involve redundancies starting on April 1, contradicting the council’s initial assurance that all JWF staff would retain their positions. Carers First did not respond to that specific claim but said ‘there will be some changes to how services are structured’.
Furthermore, the CSCSC also raised doubts about Carers First’s ability to provide the same level of personalised service. They noted that the national provider has struggled in other areas, losing contracts in Newham and Hackney due to similar unsatisfactory takeovers.
Despite the council’s confidence in Carers First, citing their ‘renowned’ status and ‘extensive experience,’ opposition from Croydon’s carer community remains strong. Nearly 2,500 people signed a petition calling for the closure of the Carers Centre to be prevented.
One signatory, Louise Jones, slammed the lack of consultation with carers. “The centre is vital, and the staff, though understaffed, always did their best,” she said. “It’s outrageous that Croydon’s carers weren’t consulted about this decision.”
Another carer, who wished to remain anonymous, said: “Unless you’ve walked in a carer’s shoes, you just don’t understand what life is like.”
The CSCSC made their opposition clear by staging a protest outside the town hall on February 26, where 40 carers, led by Rose, sang songs of hope as councillors entered the building. Councillors Janet Campbell, Nina Degrads, and Rowenna Davis joined the protest before the council’s Budget Meeting.
Following the announcement, Cllr Davis shared her concerns with LDRS, calling for more engagement from the Mayor and expressing solidarity with Croydon’s carers. She said: “It’s great to hear the Care Centre will stay open, but carers still tell us they have concerns – who is this new provider from outside Croydon? How will they manage the transition?
“We have asked the Mayor to meet carers face to face and answer their questions. So far, he has failed to do so. The Mayor promised to listen to Croydon. He should listen to our carers.”
Later in their statement, Croydon Council said: “We are required as a local authority to competitively tender all services at the point that their natural contractual period ends, and this process was followed in accordance with regulations.
“We have been meeting regularly with all providers to manage this process in a way that provides assurance to carers and ensures there is no gap in provision. The incoming provider is working with affected staff and is also keen to ensure there is service continuity. We value everything carers do to support their families and Croydon’s communities and will continue to keep them informed throughout the changes.”
A spokesperson from Carers First said: “Carers First is committed to delivering high-quality support for carers in Croydon. Our focus is on ensuring a smooth transition and maintaining essential services for carers.
“While there will be some changes to how services are structured, our priority is to provide effective, personalised support. We are engaging with carers to shape the services we offer and welcome their feedback to ensure we meet local needs.”
