The South London council says the move is a change of location only, with appointments remaining mandatory for residents seeking housing and homelessness support
Croydon Council’s housing and homelessness services are set to move from Bernard Weatherill House to a new South Croydon location by the end of August.
However, the council stressed that the move to Cavendish House, 51-55 South End, would be “a change of location only”, meaning the appointment-only system introduced after the closure of the walk-in housing service last year will remain in place.
The news comes after the Local Democracy Reporting Service (LDRS) revealed on Tuesday (July 7) that a resident had won the right to challenge Croydon’s decision to close its walk-in homelessness service in the High Court.
In an internal memo sent to the council’s partners, the authority announced that it had identified 1980s built Cavendish House as the proposed new location for its combined council reception service. According to the memo, the building is around a 10-minute walk from Bernard Weatherill House on Mint Walk and currently houses the Turnaround Centre — a drug and alcohol support service.
The reception service will continue to provide access to housing needs and homelessness services via appointment only, with same-day appointments available for residents in urgent need.
In an internal email seen by the LDRS, Mayor Jason Perry stated: “Relocating the service to Cavendish House will provide a better environment for residents, visitors and staff.
“The new location has been identified because it offers improved facilities, including a larger reception area with quieter, family-friendly spaces, more appointment rooms and a layout that will improve how many residents and visitors can be assisted.”
Croydon Council closed its walk-in service at the purpose-built Access Croydon desk in March 2025, citing growing demand and pressure on its services. The authority said the move to an appointment-based system would help it manage demand more efficiently while ensuring residents were prioritised according to need.
The decision was made by then council Chief Executive Katherine Kerswell early last year. However, the change led to what one charity worker described as “chaotic” scenes, with residents left queuing outside Bernard Weatherill House for housing appointments following the closure of the walk-in service.
The controversial closure is now set to be scrutinised in a judicial review after a disabled resident who claims they were discriminated against was granted permission to proceed by the High Court.
During Tuesday’s hearing at the Royal Courts of Justice, the court heard how the claimant has learning disabilities and limited literacy, meaning he was unable to use the online form to book housing advice appointments at Access Croydon.
While the council pointed to support through libraries and telephone services, District Judge (DJ) Alan Bates found there was minimal evidence that adequate measures had been put in place for residents deemed ‘digitally excluded’. DJ Bates also noted that the council’s phone lines often went unanswered, and found this did not provide an adequate alternative for people in the claimant’s position.
Croydon’s decision to close its walk-in service reflects a wider trend across London, with a recent investigation by King’s College London finding that just three of the capital’s 33 local authorities still offer face-to-face drop-in services for people experiencing homelessness.
The Public Interest Law Centre, which brought the case on behalf of the disabled resident, with the backing of 30 Croydon voluntary organisations, believes it could have “significant implications across London and potentially nationwide”. A date for the judicial review has not yet been set.
The relocation proposal will go before Cabinet for approval on July 29.
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