Residents to hold council accountable for housing services

Croydon Council tenants and leaseholders are set to have greater power to influence decisions about their homes and housing services - and to hold the Council to account on delivering them.

The new approach builds on the Croydon Residents' Charter, developed with tenants and leaseholders and adopted by the council in 2022, setting principles for all council residents to be treated with proper care and respect.

The Housing Resident Engagement Strategy 2024-2027 aims to further rebuild and strengthen the council's relationship with residents, with a focus on listening to residents' views and fully understanding their lived experiences so that they can be used to tailor and improve services.

Residents have been at the heart of developing the strategy which has been co-produced with them, the council, and the Tenants' Participation Advisory Service (TPAS) - national experts in resident engagement.

Tenants', leaseholders' and freeholders' experiences will be used to influence decisions and service delivery and there will be more ways for them to get involved.

The new set up will include a 'customer influence and assurance group' that will hold housing services to account and proactively monitor and manage the implementation of the new strategy and delivery plan.

The strategy also outlines how the council will be more data-driven, using information available to help improve services for residents.

The council has been working and engaging with its residents for many years through various groups such as its Tenants and Leaseholder Panel. It has also run regular resident tenant satisfaction surveys. The new approach comes following changes to the Social Housing Act 2023, Regulatory Consumer Standards, Housing Ombudsman's Code of Practice, and the Building Safety Act.

The council's plans go beyond what is required to meet the latest legislation requirements and are seen as essential steps as the council continues to rebuild trust with residents and make sure all tenants are listened to and treated with respect.

Executive Mayor of Croydon, Jason Perry, said: "I want our residents to live in homes they are proud of and to be treated with respect whenever they contact us. Our Residents' Charter was an important step in rebuilding our relationship with residents and this strategy takes our commitment to the next level ensuring that our residents are listened to and involved in our continued housing improvement journey."