How to complain about Croydon Council, and what to do if they ignore you
Croydon Council manages around 13,500 council homes directly across the borough. The council has been operating under Section 114 emergency budget notices since November 2020 and is one of only a handful of UK councils to have effectively declared bankruptcy. Repairs and housing services have been visibly affected.
Croydon's financial crisis is not a legal defence against Section 11 or Awaab's Law. If the council has told you a repair is on hold pending budget approval, that wording is itself a documented breach. Keep the letter or email, independent statutory rulings have already found this pattern to be a severe failing. If Croydon Council has ignored you, here's how to claim.
How to complain about Croydon Council
If Croydon Council has left a repair undone, you have the right to complain, and to escalate it for free if they ignore you. Here is the order to follow.
- 1
Complain in writing. Send Croydon Council a written complaint, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint, and they should reply within about 10 working days.
- 2
Ask for a stage 2 review. If you are not happy with the reply, ask Croydon Council in writing to look at it again at stage 2, the final stage of their process. They should reply within about 20 working days.
- 3
Escalate to the Housing Ombudsman. If Croydon Council still does not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman, the free service that reviews social-housing complaints. The Ombudsman has already named Croydon Council in its 2024-25 review for upholding tenants' complaints, so you would not be the first.
- 4
If a repair is still not fixed, get free advice. If the problem is disrepair such as damp, mould, a leak or broken heating and Croydon Council has ignored it, call us free. We will tell you where you stand, and you may have a claim. We deal with Croydon Council for you, and there is no cost to start.
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Croydon Council: Housing Ombudsman record 2024-25
The independent statutory review of social-housing complaints 2024-25 (published 23 September 2025) named Croydon Council for upholding tenants' complaints of maladministration over repairs and conditions.
Source: independent statutory complaints review 2024-25. housing-ombudsman.org.uk · published 23 September 2025. See all 2024-25 records.
Croydon Council by the numbers
- •Around 13,500 council-owned homes across Croydon, Addiscombe, Norbury and Coulsdon wards.
- •Council has issued Section 114 notices since November 2020, effectively bankrupt.
- •Visible impact on repairs and housing services.
What you can do today
- 1.Submit a stage-1 complaint at croydon.gov.uk/contact-the-council/complaints.
- 2.Phone repairs on 020 8726 6101, request an Awaab's Law inspection in writing.
- 3.After 8 weeks of no proper response you may have a claim, call us free on 0800 030 4669. Section 114 status does not delay statutory complaint deadlines.
Why work with us
Four things we commit to on every case. No fabricated stats.
No win, no fee
If you don't win, you don't pay us. And you are dealing with a regulated, authorised firm, not a cold-caller.
Nothing to pay up front
You pay nothing to get started, and nothing at all if you lose. If you win, the fee only comes out of your compensation, never out of your own pocket, and it is capped by law.
Honest advice
We tell you on the first call whether your case is worth pursuing. We are not paid by case volume, so you get a straight answer.
Common issues with Croydon Council
Based on public statutory complaints records and tenant reports. Awaab's Law deadlines apply regardless of which issue you report.
Damp and mould
Significant hazard: 10 working days to investigate, 5 to complete under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Leaks and flooding
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Broken heating and hot water
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Sample complaint email to Croydon Council
Copy this, fill in the bracketed details, and send. Cites Section 11, FFHH Act and Awaab's Law, landlords take it seriously.
Subject: Formal complaint: disrepair at [your address], Section 11 and Awaab's Law Dear Croydon Council, I am writing to formally complain about disrepair at my home at [your address]. The issue: [describe damp / mould / leak / broken heating / other, be specific about rooms, when it started, and any health impacts]. I reported this on [date] via [phone / email / portal / in person]. The reference number I was given is [reference if any]. To date, no proper repair has been completed. LEGAL POSITION: Under Section 11 of the Landlord and Tenant Act 1985, you have a duty to keep the structure and installations of my home in repair. Under the Homes (Fitness for Human Habitation) Act 2018, my home must be fit for human habitation. Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force 27 October 2025), if this hazard is an emergency you must investigate within 24 hours and offer alternative accommodation if the home cannot be made safe. If this hazard is a significant hazard, you must investigate within 10 working days, complete the relevant safety work within 5 working days of finishing that investigation, and provide a written summary of your findings within 3 working days of the investigation. This letter constitutes formal notice. Please acknowledge within 5 working days and issue a stage-1 response within 10 working days, as required by your published complaints policy and the statutory Complaint Handling Code. If you fail to respond or to act within these timeframes, I reserve all my rights including escalation to the Housing Ombudsman and a legal claim for compensation. Yours faithfully, [Your name] [Your address] [Your phone] [Your email]
Don't want to do this yourself? Use our free letter builder for a PDF, or start a claim with us and we'll handle the whole correspondence.
Frequently asked questions about Croydon Council
How do I complain about Croydon Council?
What can I do if Croydon Council have ignored my repairs?
How long does Croydon Council have to fix my repair?
How do I report damp and mould to Croydon Council?
Can I claim compensation from Croydon Council?
What if Croydon Council have inspected but done nothing?
How do I escalate a complaint about Croydon Council?
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By: Support for Tenants editorial team
Last updated:
Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only and not guaranteed; every case is different.