Resident involvement

The Residents' Charter, which was developed with members of our Tenant & Leaseholder Panel (TLP) was formally adopted by the council’s Cabinet on 7 December 2022. 

The Charter was developed by the Tenant and Leaseholder Panel chair Yaw Boateng, vice-chair Les Parry and Kim Wakely, long-standing panel member, to foster good relationships between residents and housing services. We asked residents to give their views in a survey and in workshops during the summer, before receiving its final stamp of approval. 

The Resident Charter is more than a document on a page or website. It sets out the levels of service that you should expect from us and those delivering services on our behalf, including our staff and contractors. These include our promise to treat you – our tenants, leaseholders and freeholders - with respect, provide timely responses to complaints and use your feedback to improve our services. We also promise to be open and honest with you about how we are performing and involve you in the decisions which affect you. 

We are at the beginning of our housing transformation programme and know that we have a long way to go before your experience of our housing services reflects the commitments in the Charter.  If you do not experience our services to these commitments or would like to get involved in helping us to improve them, get in touch by emailing residentinvolvement@croydon.gov.uk or calling 020 8726 6000 ext. 44524. 

Read the Residents' Charter (PDF, 200KB)