Croydon Council Shifts Housing and Homelessness Services in Response to High Court Challenge

Croydon Council is preparing to relocate its housing and homelessness services from Bernard Weatherill House to a new site in South Croydon by the end of August. The council has clarified that this move to Cavendish House, located at 51-55 South End, will be “a change of location only”. Consequently, the appointment-only system, which was instituted following the closure of the walk-in housing service last year, will remain in effect.

This development follows a recent announcement from the Local Democracy Reporting Service (LDRS), which highlighted that a resident has successfully obtained the right to challenge Croydon’s closure of its walk-in homelessness service in the High Court.

New Location and Facilities

In an internal memo distributed to the council’s partners, the authority confirmed that it has selected Cavendish House, built in the 1980s, as the new home for its combined council reception service. This building is situated approximately a ten-minute walk from Bernard Weatherill House on Mint Walk and currently accommodates the Turnaround Centre, a service aimed at supporting individuals with drug and alcohol issues.

The reception service will continue to facilitate access to housing needs and homelessness services strictly by appointment. Same-day appointments will be offered for residents with urgent requirements. Mayor Jason Perry, in an email viewed by LDRS, expressed optimism regarding the relocation, stating, “Moving to Cavendish House will provide a better environment for residents, visitors and staff. The new site has been selected for its enhanced facilities, including a larger reception area featuring quieter, family-friendly spaces, additional appointment rooms, and a layout designed to improve the assistance provided to residents and visitors.”

Controversial Closure and Legal Challenges

Croydon Council’s decision to shutter its walk-in service at the dedicated Access Croydon desk in March 2025 was attributed to increasing demand and pressure on its services. The authority argued that transitioning to an appointment-based system would enable it to manage demand more effectively while ensuring that residents were prioritised based on their needs. This decision was made by the then Chief Executive, Katherine Kerswell, early last year.

However, this move resulted in what a charity worker described as “chaotic” scenes, with numerous residents left queuing outside Bernard Weatherill House for housing appointments following the service’s closure. The contentious decision is now under scrutiny as part of a judicial review, initiated by a disabled resident who claims to have faced discrimination. The High Court has granted this resident permission to proceed with the challenge.

Access and Digital Exclusion Concerns

During a recent hearing at the Royal Courts of Justice, the court was informed that the claimant has learning disabilities and limited literacy skills, rendering them unable to utilise the online form necessary for booking housing advice appointments at Access Croydon. While the council referenced support available through libraries and telephone services, District Judge Alan Bates determined that there was insufficient evidence to demonstrate that adequate provisions had been made for residents classified as ‘digitally excluded’. Furthermore, DJ Bates noted that the council’s phone lines often went unanswered, which did not offer a suitable alternative for individuals in the claimant’s situation.

Wider Implications for Homelessness Services

The decision to close the walk-in service in Croydon is part of a broader trend observed across London. A recent investigation conducted by King’s College London revealed that only three out of the capital’s 33 local authorities still provide face-to-face drop-in services for those experiencing homelessness. The Public Interest Law Centre, which is representing the disabled resident in this case, with the support of 30 voluntary organisations from Croydon, believes the outcome could have “significant implications across London and potentially nationwide”. A date for the judicial review has yet to be determined, with the relocation proposal scheduled to be presented to the Cabinet for approval on July 29.

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