High Court gives go-ahead for judicial review of decision to close walk-in homelessness service

The case is brought by Public Interest Law Centre (PILC) on behalf of a digitally excluded man who cannot use the telephone for extended periods of time as a result of a learning disability.

When initiating the claim in August 2025, PILC argued that the shift to fully digital services discriminates against people who are not computer literate or lack internet access.

The centre believes the case should reach trial before the end of the year.

It was raised in the application that only three of London’s thirty-three boroughs continue to offer face-to-face drop-in services for people experiencing homelessness, meaning that the outcome of this case will be of interest to local authorities across the capital.

The judge heard that the council’s decision has seriously disadvantaged people who are digitally excluded or unable to use online services and that closing the walk-in service amounts to unlawful gatekeeping of homelessness assistance.

Croydon Council suggested that anyone struggling to access the homelessness services could seek assistance from their local library. However, the judge is reported to have questioned whether there was adequate signposting.

PILC said that 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. 

It was therefore arguable that people with learning disabilities are given inadequate assistance in accessing the services and a claim should be heard.

Alexandra Goldenberg, solicitor representing the client, said of 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.”

A spokesperson for Croydon Council said:  “We moved to an appointment-only system for housing support in March last year. Like many other London councils, we made this change to help manage rising demand, whilst continuing to meet our legal duty to support those who approach the Council for advice about homelessness.  

“The changes made do not prevent residents from accessing services. Housing applications continue to be progressed successfully, and face to-face assessments remain a feature of our service.”

The spokesperson added: “This outcome was concerned with permission to proceed with the judicial review claim. The matter remains to be finally determined.  

“Meanwhile, we are proposing to open Cavendish House as a new location for in-person appointments with our housing needs and homelessness service. This new space has more private appointment rooms and a larger reception area with a quieter, family-friendly space. The proposal will go to Cabinet for approval on 29 July.” 

Harry Rodd