Repair times for social housing managed by registered social landlords (RSLs) in Croydon vary significantly, according to a report presented to the Scrutiny Homes Sub-Committee on Wednesday 5 November 2025. The committee reviewed data submitted by the seven largest housing associations operating within the borough, examining their performance against targets for emergency, urgent, and routine repairs.
The report highlighted disparities in average completion times for repairs. For example, L&Q's target for completing routine repairs is 35.56 days, while Hyde aims to complete them in 20.9 days. Some landlords completed emergency repairs in just over a day, while others took several weeks for routine maintenance.
The committee invited Wandle, Clarion, L&Q, ccha, Hyde, Notting Hill Genesis (NHG) and Southern Housing to provide information on their performance in key areas, including repairs and maintenance.
Southern Housing reported receiving 6672 repair requests in the past 12 months, with an average completion time of 22.46 working days. They stated that 56% of repairs were completed within the 20-day target.
Wandle Housing Association reported an average completion time of 17.1 days for routine repairs in September 2025, with 87.4% of routine repairs completed within target timescales. Wandle aims to attend to emergencies within 3 hours as per their policy.
Clarion Housing Group reported receiving 218 repair requests in the last 12 months. The average completion time for routine repairs in September 2025 was 20.15 days, and 96.26% of routine repairs were completed within target timescales. Clarion's repairs targets are 24 hours for emergencies and 28 days for routine repairs. The average completion time is measured at a regional rather than a local authority level.
L&Q received 6335 repair requests in the past 12 months. The average completion time for emergency repairs was 1.05 days, for urgent repairs was 21.13 days, and for routine repairs was 35.56 days.
ccha completed 4,177 repairs in 2024 – 25 across all boroughs. Their repair completions were: Emergency 80.4% (target completion: 24 hours), Urgent 86.4% (target completion: 5 working days), Routine 89.3% (target completion: 28 calendar days).
Hyde Housing Association received 7033 repair requests in the past 12 months. The average completion time for emergency repairs was 1 day, for urgent repairs was 6.9 days, and for routine repairs was 20.9 days. Hyde is also taking steps to improve their repair services, including a one-system approach with access for all staff and amendments to their access process to mitigate delays. The teams are fully briefed with new procedures to ensure the timelines are achieved.
NHG received 3406 repair requests in the past 12 months, but did not provide data on average completion times.
L&Q is also implementing measures to improve their repair services. A dedicated project team has been working to prepare for changes, including:
- New processes to ensure quick and consistent action when damp and mould is reported.
- Updates to policies to reflect legal requirements and strengthen their resident promise.
- Enhancements to systems for logging, managing, and monitoring damp and mould cases effectively.
- Updates to the Repair Finder tool for a consistent approach to diagnosing issues.
- Improvements to capture the right information to track cases, monitor capacity, and drive continuous improvement.
- Training for all staff
The Review of Registered Social Landlords report was part of a broader agenda that included a 2025-26 Period 5 Financial Performance Report and a discussion of the Work Programme 2025-26 for the Sub-Committee.
