PERMISSION GRANTED: Challenging Croydon Council’s decision to close its walk-in homelessness services

London Boroughs may have to dramatically alter their homelessness services if court rules in resident’s favour

On 7^th July 2026, the High Court granted permission for a judicial review of Croydon Council’s decision to close its walk-in homelessness service at Bernard Wetherill House, known as “Access Croydon”. As a result of the closure, the only way to access homelessness advice and assistance is by telephone or online appointment.  

Our client, a vulnerable individual, who is digitally excluded and cannot use the telephone for extended periods of time as a result of a learning disability, is courageously bringing this case, which should reach trial before the end of the year.

If successful, the impact of this case could extend well beyond Croydon. An investigation by Kings College London found that only three of London’s 33 boroughs continue to offer face-to-face drop-in services for people experiencing homelessness. The closure of walk-in services has significant consequences for many vulnerable groups, including people with learning or physical disabilities who cannot navigate online systems, rough sleepers without reliable internet access, and those who need immediate in-person advice. It has also increased pressure on charities, frontline advice organisations, libraries providing digital support, and, in some cases, hospitals are left supporting people unable to access housing services elsewhere.

Alexandra Goldenberg, solicitor representing the client, reflects on the case:

“In the middle of a housing crisis Croydon Council has closed their walk-in services. These barriers risk creating discriminatory access to homelessness services, leaving many vulnerable people unable to obtain the support to which they so desperately need and are legally entitled. This is not an isolated case as only three London Councils now provide this level of access, which makes the outcome of this case even more significant.”

In the hearing

The Judge heard from the Claimant that the council’s decision has seriously disadvantaged people who are digitally excluded or unable to use online services. The Claimant also argued that closing the walk-in service amounts to unlawful gatekeeping of homelessness assistance, and discriminates against vulnerable individuals who cannot access digital-only services, or who require urgent assistance that the current system fails to accommodate.

Croydon Council suggested that anyone struggling to access the homelessness services could seek assistance from their local library. However, the Judge questioned whether there was adequate signposting. He stated that “those who are turned away [from Access Croydon] are not given clear signposting” to the library, which creates a “practical barrier” to them accessing the Council’s homelessness service. Further it was not clear whether “library staff were provided with training that enables them to provide assistance to those struggling with online forms”.  

When the local authority suggested that those seeking assistance could call the council, the Judge stated that he had “not been shown any evidence that this facility is publicised at the Access Croydon site” and that there was additional evidence of lengthy waiting times on the telephone line.  

Overall, it was arguable that people with learning disabilities are given inadequate assistance in accessing the services. The Judge held that a claim based on a breach of the Housing Act 1988 to provide homelessness assistance, and a breach of the Human Rights Act 1998 and Equality Act 2010 should be heard.

As the barriers to accessing homelessness services across the city grow higher, this case offers a glimmer of hope.

You can read coverage of this case in The Standard, The Canary and Inside Croydon.

If you want to follow the progress of this case, Sign up to the PILC newsletter here. Or for more information, please contact office@pilc.org.uk

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