Campaign win! Croydon agrees to temporary accommodation improvements
Our Croydon temporary accommodation campaign has received a response to our open letter sent at the end of 2023. The campaign held a large action meeting at South Norwood Community Kitchen to set out the first of our demands to improve conditions for people living in offices that have been converted into temporary accommodation and Gilroy Court – a hotel that is mainly used as temporary accommodation.
The residents in the room spoke passionately and desperately about the conditions they are forced to live in. Many of the residents are raising children in cramped, unsafe conditions. They need and demand change.
Croydon Council have responded positively to demands outlined in the open letter. Read the full response below. If you live in these blocks and the reality of what has been agreed in the below letter is what you are experiencing on the ground, please do inform us, contact Rhi at community@swllc.org.
Dear Resident
RE: OPEN LETTER FROM THE CROYDON TEMPORARY ACCOMMODATION
CAMPAIGN
I write further in response to the letter sent to Mayor Jason Perry, Councillor Lynne Hale, the Cabinet Member for Homes, and myself from the Croydon Temporary Accommodation Campaign shortly before Christmas.
I am sorry for the delay in replying but would acknowledge and apologise for the fact that the investigation of the issues you have raised is taking longer than anticipated. However, during this time I am pleased to be able to say that we have now begun what we intend to be regular meetings at Windsor House and Concord House and are in the process of arranging this at Gilroy Court.
Before I respond to your specific points, I would raise the following:
• The Council recognises that in recent years its engagement with homeless families in temporary accommodation has often been unsatisfactory, and many people have had trouble in getting a response from the service. I accept that those placed in temporary accommodation are entitled to a better level of customer care and to be regularly updated on their application for permanent housing.
• The service has been through a period of transition with the Council having to implement changes required by the Homeless Reduction Act 2017 which places greater emphasis on the early prevention of homelessness and being more responsive to the complex and varied needs of those who are losing their homes. Additionally, we are faced with considerable increases in homelessness applications which for many people will impact upon the wait for permanent accommodation.
• In that light, we welcome regular communication with you and accept that there is a significant amount of work to do to in ensuring that we are listening and engaging with residents.
• In terms of your specific points, I would state the following;
Communication
Having investigated this matter, I do accept that the Council’s communication with its residents in temporary accommodation at Windsor House, Concord House and Gilroy Court has been inadequate and I am sorry that many residents have not been updated about their housing application. I can confirm that as part of the council’s strategy to listen & engage with its residents we have now set up monthly resident meetings at our largest council managed hostels, Windsor House & Concord House.
To date we have had two meetings at both hostels with high resident turnouts. We are currently exploring how we can run similar events at Gilroy Court, which is privately managed. We are also reviewing how we can engage with our wider temporary accommodation residents, and this includes those in smaller hostels and self-contained properties. At the most recent meetings officers from several different housing departments attended and this included our Housing Registration & Allocations team and Income Recovery Team. It is hoped going forward that partner agencies will also attend these events.
This will enable all our temporary accommodation residents to be regularly updated on their housing situation, discuss their move-on options, and raise any other issues about their accommodation and access wider support where it is needed.
Transparency with bidding
The Council accepts the adverse effect that long stays in temporary accommodation can have on families. We also regret that residents have not been receiving updates on their rehousing applications and accept that this will increase the stress of the situation they are in. I will confirm that it is our intention to clarify the situation for every resident placed in Gilroy Court, Windsor House, and Concord House. As I have stated this is taking far longer than I envisaged but we have every intention of meeting this commitment and write to all residents to update them on their situation. Please also note that residents at Concord House & Windsor House have been able to receive direct updates at the recent resident meetings.
Issues raised about the condition of Concord House, Windsor House, and Gilroy Court.
Concord House & Windsor House are privately owned hostels but are leased to and managed by the council. As such the council is responsible for day-to-day repairs, fire safety and all concierge services. Both hostels are regularly inspected to ensure that they are safe for our residents to live in. We have officers on site 24 hours a day at both hostels with a daytime hostel manager and a nighttime security service. All our on-site officers have an active relationship with residents and can support not only with repair issues but also health & wellbeing support.
Regarding Gilroy Court, this is a privately managed hostel run by the London Hotel Group Ltd. Placements into the hostel are made by a number of different London boroughs.
To ensure that our privately managed temporary accommodation is of a good standard, we are members of a pan-London inspection service called ‘Setting the Standard’ (StS). This is a scheme used by 31 Local Authorities in London and provides a comprehensive property inspection & monitoring process for privately managed hostel and studio flat temporary accommodation. The service is run & managed by the 31 councils.
Gilroy Court was last formally inspected on 18 January 2024 and was found to be in good condition. Of the 82 rooms 2 required remediation and this was due to damp/mould in one room and the relocation of an inspection chamber in the other room. These works were completed shortly afterwards, and evidence provided. Gilroy Court also has staff on site 24 hours a day.
Clothes and Washing Facilities.
In the three sites, Concord House, Windsor House and Gilroy Court, washing & drying facilities are provided for use by residents.
At Concord House and Windsor House there are laundry facilities on each floor and costs £3.90 a wash and £2.30 to dry. In Gilroy Court the price is £4 & £3 respectively. We realise this may become expensive for larger families but represents an average pricing for this service.
We accept that it may be difficult to obtain use of these facilities during peak periods especially if a resident is working but for reasons of capacity, we are unlikely to be able to increase this provision.
Outside and Play space.
The Council accepts the difficulties families may have in finding appropriate play space for their young children and will work with residents to see if this situation can be improved. The ability to achieve this may be subject to negotiation with owners of the land and the fact that rights of way exist in these areas. In both Concord House and Windsor House there is a possibility that a part of the car park can be used as a play area, and we will explore this option and funding opportunities for this.
Maintaining staff.
The Council has no plans to reduce services provided at Windsor House and Concord House and would confirm that also to be the case in Gilroy Court. Although we are not able to increase staff numbers, maintaining the existing level of on-site management is essential if we are to continue to deliver a good quality service on these sites.
Pest Control
With regards to the issue of pest control, staff are very vigilant in reporting any incidents and there are very few recent reports that point to this currently being an issue. Sites are required to maintain a logbook containing pest control treatment which is made available for inspection by officers.
Where a property has a major pest problem, which is not under treatment this would be classified as a “major deficiency”, and regarding privately managed accommodation would be referred to the Local Housing Authority, Private Sector Housing Team.
Furniture Storage and general checks.
All furniture and fittings should be of an acceptable standard and well maintained, and meet the standards required by the Furniture and Furnishing Regulations 1998 (amended 2010). Regular checks do occur with regards to furniture and bedding and mattresses are replaced when new residents arrive, or they need replacement.
If residents are aware of sub-standard provision in this area, they should report the matter to the on-site management for a response.
Water Quality
I would confirm that the quality of water in Gilroy, Concord and Windsor is subject to 6 monthly testing and this process has not revealed any problems.
Fire Safety
All building has up to date fire risk assessments (FRA’s) as well as being subject to regular and random Fire Brigade inspections. Fire Safety is an essential element of managing the building safely and will always be a priority for the Council.
Next steps
In summary, I believe that setting up regular communication and dialogue with residents is the best way to resolve any concerns that you have raised. Additionally, Officers are available to directly meet with you to directly discuss the issues that you have raised.
Once again, I would apologise for the lack of communication with residents of Concord House, Windsor House, and Gilroy Court and in future will undertake to make sure that residents are regularly consulted about the situation they are in.
Yours sincerely
Susmita Sen
Corporate Director, Housing
Contact us if you live in these blocks and what is outlined about is not matching your experience.