Spring grants 2025 insight report – Croydon Place

Healthy Communities and mental wellbeing

Executive summary

The South West London (SWL) 2025 spring engagement programme in Croydon focused on understanding local residents’ access to NHS services, healthy lifestyle behaviours, and views on mental wellbeing, particularly among Core20 and underserved communities.

We know from previous community conversations, our voluntary sector partners and frontline services have repeatedly highlighted that mental wellbeing is a growing concern. Rising living costs, housing problems, caring for others and feeling safe in the community have all made people’s lives more difficult – particularly for people from Global Majority communities, people in temporary housing and those living with long term conditions or disabilities.  Priority one of Croydon’s Joint Local Health and Wellbeing Strategy is ‘good mental health and wellbeing for all’ which supports the need for further engagement.

To support the move to neighbourhood working, we have organised the data by key neighbourhood areas in Croydon.

28 local voluntary, community and social enterprise (VCSE) organisations were funded to deliver over 60 activities and to have in-depth conversations with over 1,000 people from a range of ethnicities, socio-economic and health backgrounds.

Key borough wide findings:

• Access to NHS care: combined issues of long waiting lists, confusing pathways, limited appointments and transport issues all presented challenges, particularly for older people, people with disabilities, refugees and asylum seekers.  Confusing online systems, reliance on apps, and lack of translated materials exclude people from accessing information and appointments.
• Physical health prioritised over mental health due to cultural beliefs, low awareness of services, stigma or fear of dismissal:This is particularly prevalent amongst women, caregivers and people who are neurodiverse.
• Pressures on wellbeing and daily life: including the rising cost of living, poor housing, limited access to healthy food, green spaces create stress, anxiety.  People feel social connection is one of the most important factors for good wellbeing but feel there is a lack of safe, accessible spaces and insufficient funding for community services which contributes to loneliness.
• Building trust through inclusive care: language barriers, poor understanding of different beliefs and/or cultures and a lack of staff from diverse backgrounds leave people feeling unheard or excluded. People from Global Majority communities shared experiences of racism, mistrust and stigma from health and care services.  Trust in services is fragile, especially for mental health services and diagnostic processes with combined fear of being judged, perception that the system is stacked against certain groups leading to greater trust with community, faith and peer networks.
• Value of community and social support: important to be led by familiar voices and faces are valued for being culturally sensitive and accessible to people’s needs.

Key mental wellbeing findings:

• Delaying seeking help until it feels critical: long waiting lists, lack of clarity about services, fear of judgement or misunderstanding by health professionals can delay people seeking help, particularly amongst Global Majority communities.
• Accessible and practical information including in multiple languages is needed to improve accessing services, particularly for refugees and asylum seekers.
• Awareness of mental health services and support: there is low awareness of counselling and uncertainty about accessing talking therapies due to lack of trust.  Mainstream mental health advice can feel out of touch with it described as “Infantilising, patronising”, particularly for people facing poverty.  Refugees and asylum seekers experience confusion around which services they are allowed to access and whether they would be charged to access support.  Difficulties with getting referrals, missed letters, unclear pathways can lead to frustration and ultimately ‘burnout.’
• Stigma and mental health: exists in some communities with people preferring to consult their family first or wait for symptoms to feel better.  Mental health is shaped by cultural upbringing and gender stereotypes, for example many women were more comfortable normalising their issues as “depression” rather than mental health and avoiding conversations even with their closest family members and friends.
• The value of representation, peer and community support: people feel more understood and comfortable when supported by staff from diverse culture and similar backgrounds often preferring trusted local voices, peers and community leaders over unfamiliar professionals.

Next steps

The insight gathered in this report is presented by neighbourhoods to support the development of our neighbourhood health and care approach in Croydon.

The insight gathered in this report is being shared with One Croydon Alliance partners including the Croydon public health team to support the mental wellbeing priority within the Joint Local Health and Wellbeing Strategy. It is also being reported to the South West London Mental Health Partnership Delivery Group to inform action plans for improving mental wellbeing across our six boroughs and Croydon Health Management Board to inform the development of the Quality and Digital strategies across Croydon Health Services.

The findings are being reported and discussed further with our local and health partners in Croydon and across South West London to agree next steps.

Introduction

This report details the feedback we received in Croydon place during our South West London 2025 Spring Engagement Grants Programme.

This involved working with community organisations primarily working with our Core20 populations in our more deprived areas, providing a voice to the most marginalised and underserved. We offered grants of up to £550 to VCSE organisations to hold activities with these populations to help us understand these communities access to an experience of local NHS services as well as their behaviours in maintaining healthy lifestyles. Funding was based on health inequalities.

Our approach for the Spring Engagement Grants shifted to focus more on gathering qualitative feedback rather than sharing communication messages as we did during our Winter Engagement Grants.  Funding was targeted to address health inequalities.

In each borough there was a particular area of focus. In Croydon, this was mental wellbeing. However, we kept the conversation broad to really understand what was important to local people. We chose mental wellbeing because we know from previous community conversations, our voluntary sector partners and frontline services have repeatedly highlighted that it is a growing concern. Rising living costs, housing problems, caring for others and feeling safe in the community have all made people’s lives more difficult – particularly for people from Global Majority backgrounds, people in temporary housing and those living with long term conditions or disabilities. Priority one of Croydon’s Joint Local Health and Wellbeing Strategy is ‘good mental health and wellbeing for all’ which supports the need for further engagement. The insight in this report heard directly from our communities will help to achieve this ambition.  A summary of existing evidence relating to mental health and wellbeing can be found in Appendix A.

To support the move to neighbourhood working, we have organised the data by key neighbourhood areas in Croydon (mapped by Neighbourhood). We did this by mapping the reach of activities and to the particular geographies where they took place. This doesn’t mean the organisations only work in these areas, but it makes it easier to look at the data in a new way – the Croydon map can be found in Appendix B. 

Methodology

To support programme delivery and coordination, we worked with Croydon Voluntary Action who held trusted relationships with local groups and were able to provide knowledge and expertise to successfully deliver the work.

Grants were awarded based on who the organisation could reach and how closely it matched the people we wanted to hear from as well as their engagement approach.

Across south west London, we worked with 87 organisations reaching 6,019 local people from 57 ethnicities. In Croydon, we awarded healthy communities grants to 28 organisations, conducted more than 60 activities and events with in-depth conversations with over 1,000 local people. Activities ranged from arts sessions, candle making workshops to Bollywood film screenings with facilitated discussions in community languages.

Successful organisations were invited to attend an online training session to support them to collect insight in inclusive and accessible ways. Each group was asked to explore experiences of NHS services, how people stay healthy, knowing when to seek help and understanding other factors that shape people’s health and wellbeing. In Croydon we also asked questions about mental wellbeing and sources of support.

Following their event, organisations were asked to submit a summary of what they’d heard, together with quotes and photos. Where it was identified that more insight could have been shared or additional support was needed, Croydon Voluntary Action followed up with one-to-one conversations with a sample of organisations.

Healthy communities – challenges and barriers

Following our winter engagement work, we began mapping VCSE organisations with emerging neighbourhood areas. We have reviewed the healthy communities’ insights by ward to support the move towards neighbourhood health. Organisations taking part in the spring grants programme have been mapped to their base locations, while recognising that people may have attended activities from other parts of the borough.

In Croydon, we heard from more than 1,000 people, either living in or connected to community networks in the following areas:

Croydon North West

Key findings from these organisations:

Access to NHS care

People are less likely to seek NHS support for mental or emotional health concerns compared to physical symptoms. People said they were more inclined to act when they noticed physical changes, while feelings of tiredness or depression were not considered strong enough triggers to access help.

People are unlikely to approach the NHS for emotional and mental health support and advice and were more likely to speak with their peers or trusted family members. Tamil speakers would prefer to access help in their first language.

People aren’t always sure where to find information or access NHS services. People wanted guidance, such as the NHS website which can help them understand which services were available and who to contact.   Many people were receptive to being shown how to use NHS websites to find appropriate services and contacts but that they had not realised there was a wealth of information there and were unsure of how they would describe mental wellbeing if they had those concerns

”It would be useful to have an awareness campaign so that people know where they can go to see what services are available.”

Digital and technology

Older people with limited digital skills often rely on their children to help them use the NHS App and other digital technologies. For those without family support, navigating digital systems can be difficult as without training or guidance, many feel they are left unable to use the apps independently.

Older people, especially people who speak English as an additional language, felt frustrated when trying to do simple things such as booking appointments using the NHS app and that they often experienced technical issues. Many said that the were unable to navigate the system independently and that training sessions and practical digital support would be needed to help them to use the NHS app and related tools confidently.

“Training in the community on how to use the NHS App would be amazing!”

While younger people in the area were aware of challenges in accessing appointments, they did not view this as a major barrier for them to live healthy lives, integrating that increased use of technology in healthcare risks generational inequity in accessing necessary support and advice.

Barriers to maintaining a healthy lifestyle

The rising cost of living is causing fear, stress and anxiety across all age groups. Financial pressure was directly linked to poor mental health, leaving people in need of additional support beyond just health services.  People describe feeling scared, stressed and anxious due to the rising cost of living. This could lead to social isolation and loneliness which compounded the impact on mental health, recognising that a sense of community helped with looking after mental health.

“We need more community activities like yoga and meditation and financial management.”

Younger people were keen to emphasise that staying healthy was a continuous lifestyle choice rather than one off action but identified that time pressures were a significant barrier to them maintaining healthy habits such as exercise and balanced meals. For them, social connection and a sense of belonging was key to mental health and feeling motivated to look after themselves – they saw feeling good mentally and looking after yourself physically as intrinsically linked.

The value of peer and community support

Health checks, such as blood pressure and BMI carried out in the community would help people understand their own health and wellbeing.

Preventative care is highly valued when it’s accessible and embedded in community spaces and part of everyday life rather than in clinical settings. Older people told us that they valued practical checks like blood pressure and BMI while younger people said they would appreciate focused discussions on healthy lifestyles through social activities such as exercising at the same time as learning about why what they were doing was good for them. Younger people emphasised that this needs to be consistent and not just one-off interventions.

People value group wellbeing sessions that empowered them to take ownership of their own health and that “feeling like you are part of a group looking after yourself encourages you to show up”.

Croydon North East

Key findings from these organisations:

Access to NHS care

Lack of culturally relevant resources available in a range of languages can limit access to health and care services and would make a huge difference. 

Accessible health information and services are vital for all communities, particularly for refugee and migrant communities. Parents and carers sometimes struggle to find resources and how to access them when English is not a first language. There is a lack of awareness of what services exist and a lack of clarity on who to ask for help. People from Global Majority backgrounds feel that culturally tailored classes and education would help them to feel understood and more confident in asking for help.

Many also requested that services take into account lifestyle factors such as working hours and accommodating appointments outside of standard hours to allow for the fact that those working in shifts or on hourly paid work are able to attend.

“I felt for the first time that my voice was heard, hopefully these types of sessions help shape health policy for both access and awareness as a whole.”

Families shared frustrations when experiencing long and complex SEND pathways to obtain diagnoses for children and once they have a diagnosis, they are often discharged quickly without any support.

New parents told us that they often did not receive visits or regular scheduled contact from their community health visitor which led to people turning to play groups and other parenting networks for information rather than seeking support from the NHS. This lack of follow up can leave parents feeling worried and uncertain about their child’s development and if a problem is identified, they do not know where to turn.

Parents described extremely long waits for diagnoses, which further negatively impacted on their children’s development, with many reporting that they were discharged quickly from services such as speech therapy and that they had to repeatedly advocate for their child just to get help. Many mentioned having to go to tribunals and that they did not get sufficient support from social care or mental health services. This can easily lead to distress and ‘burnout’.

Families felt that other boroughs offer more help and support to families in these situations and that in Croydon it feels like a ‘constant fight’. They asked for clearer diagnostic pathways, follow up checks and better support once a diagnosis is made.

“Lots of advocating just to get the help, in Croydon it is always a fight.”

Accessing support in Croydon can be challenging with people describing the system as difficult to navigate, with limited respite, long waiting lists and complex referral processes.

Many told us that they experienced stress, loneliness and exhaustion from constantly advocating for their children, with parents of children with SEND needs highlighting a lack of appropriate activities, limited childcare options and poor communication from schools and professionals.

“Too much mental load leads to anxiety and stress”.

Barrers to maintaining a healthy lifestyle

Financial pressures and the cost of living were also major barriers to wellbeing. Many people use faith, prayer, community networks and exercise as coping strategies.

Cultural understanding

People feel that NHS services in Croydon would benefit from more staff from diverse ethnic and cultural backgrounds. Refugees, asylum seekers and those from Global Majority backgrounds reported that they relate better to professionals who share their cultural or language backgrounds, helping them to feel more supported and understood.  Families told us that they wanted to see more representation of ethnic minorities in professional roles and that they believed this would improve trust, communication and engagement with services.

“Would like to see more people that are relatable.”

Culturally tailored workshops or classes would help people to understand the services available, navigate pathways for children to support and feel represented and understood by professionals.

There was strong support for culturally sensitive workshops and peer-led support groups to help improve wellbeing and reduce stress for people living in Croydon North East including “real life support groups that people can identify with”.

There was a suggestion for classes aimed at those from Global Majority backgrounds, real-life parenting groups and mental health sessions that fit around busy schedules and childcare needs could all help support people living in the area. They emphasised that education for parents directly benefits children’s development and helps to build emotional resilience “best education given to parents, this can be passed onto children”.

Vaccinations

In terms of childhood vaccinations for instance, people asked for more accessible information delivered in their preferred language and through trusted community networks.

Croydon Central West

Key findings from these organisations:

Access to NHS care

People from Global Majority communities told us that they avoid NHS services because of negative experiences and past trauma. People said they felt ‘unheard’ and mistrust is rooted in past discrimination due to race, religion or immigration status.   

People who attended groups in Croydon Central West felt that trust in the NHS was a significant barrier and that good experiences with NHS services were at times undermined by experiences of feeling dismissed, misheard and misdiagnosed.

One participant said “there is a lot of work to do around trust, but they’re not doing anything to help with the trust.”

Women from Black heritage communities described being ‘repeatedly dismissed’ by GPs and other healthcare providers, sometimes with life threatening consequences. Historical injustices such as Tuskegee and Windrush experiences also played their part in compounding this mistrust.

“It’s okay to feel ill or make an appointment to see the doctor, but Black women are not even starting from that starting point. I do not trust the NHS”

GP services are seen as a ‘lifeline’ but can be hard to access. People experience long waits, struggled booking appointments and that they did not get their preferred type of appointment. Many people told us that they would like more face-to-face appointments with many mentioning long waits, unanswered phones and rushed appointments “quick in, quick out”.

People with learning disabilities gave us specific feedback about how disorientating they found it when appointments were cancelled or moved at the last minute. The unpredictability made them feel stressed and put them off attending the re-arranged appointment.

LGBT+, and specifically trans and non-binary people felt that GPs were often very respectful of their needs but that other practice staff were less competent and at times made remarks that made spaces feel less safe. They recommended some training for frontline staff as this was an additional barrier to them accessing the support they needed from their GP.

People from Global Majority communities told us that they were more likely to ask their mum for advice than go to a GP

“General GP appointments are hard to get and if I do get an appointment I have to wait months to be seen and all that is because they’re understaffed, and I also feel like they are not qualified because I find in a majority of my appointments the GP is checking my symptoms online”

Some people feel that the GP is only interested in hearing about one issue at a time rather than them as a whole person “most times I don’t visit the GP within any year, sometimes I need to touch on all the issues at once in case they are relevant.”

Older people also told us that they felt particularly resentful of the barriers to accessing primary care given their own contribution to it their whole lives.

Cultural understanding

Language and accessibility barriers cause confusion and anxiety for people navigating services, especially for those who do not speak English as a first language, refugees and asylum seekers and people with learning disabilities. This led to people feeling ‘sad, anxious and misunderstood’ and reluctant to attempt to access help as a result.

Language was the biggest barrier to refugees and asylum seekers seeking health advice and that they would often go without.

“Sometimes I don’t understand what the doctor is saying, and they don’t understand me either. It’s scary because I might agree to something that’s not right for me.”

We heard that NHS information is not always easy to understand or available in other languages and that when interpreters were provided, people felt safe and understood. We also heard that too often, children are relied on to translate for family members.

“When there is an interpreter, I feel safe. Without one, I don’t know if the doctor understands me.”

Suggested solutions from our communities, included more consistent interpreter provision, simple welcome packs explaining the NHS and how to navigate it, NHS letters, websites that are translated into multiple languages and health ‘hot desks’ at English as additional language classes.

Digital and technology

Using technology can impact people’s confidence using health services. Older people, people with disabilities and refugees and asylum seekers told us that they find technology frustrating and identified the need for ‘simpler’ communication methods.

While some welcomed advances in technologies, people who are most likely to experience health inequalities, including older people, people with disabilities and refugees and asylum seekers felt that they were likely to give up and simply wait to get better with several saying they would instead get advice from ‘trusted friends’ or wait until things feel serious or urgent and go straight to A&E. There is a need for more options when booking or trying to access self care support, including face-to-face options as well as training and workshops in the community on how to use NHS apps and self care technology.

Asian women told us that they relied on their children for help with accessing health care due to both confidence in using technology and language barriers. They worried about confidentiality when asking their children for assistance.

“I am scared for my health as with everything going digital’.

Barriers to maintaining a healthy lifestyle

Social issues such as the rise in the cost of living, crime and poor housing is increasing stress for people living in Croydon Central West which is impacting on their health. It is difficult for people to put their health first when they are worried about money and having to skip meals because they can’t afford food. People are also missing essential appointments because of the cost of transport.

People’s living situations are leaving them feeling powerless and frustrated, especially those living in temporary accommodation. Whilst they would prefer to prepare healthy, traditional meals for their families, they are forced to rely on processed or packaged options due to restrictions and cooking facilities.

Some people talked about juggling several low paid jobs just to make ends meet and that they had changed the way they ate in recent years due to the cost of food and utilities.

“You can’t talk about health without talking about money – it’s all connected.” 

Crime, or fear of crime was really impacting people’s ability to take care of themselves. People appreciated the local parks such as Lloyd Park, Crystal Palace and Wandle Park saying they were “lifelines for both physical activity and peace of mind”. However, concerns about safety, poor lighting and antisocial behaviour meant that they did not always feel safe to utilise this and that lack of maintenance made it harder for families and older people to enjoy them “being able to walk in a park makes a difference – but only if it feels safe”.

Mental health and wellbeing

Loneliness and social isolation were more common especially among older residents, young adults and new parents and that these community spaces and events could prevent isolation, but that more support is needed to keep them running.

Health and care staff do not always show understanding of the specific needs of autistic people and people with neurodiversity and that they did not always feel staff were respectful of how they might present to services. They told us that limited appointment times, lack of quiet spaces and inconsistent clinicians exacerbated their health anxieties.

Autistic people can at times struggle to recognise pain and describe it in a way that assists diagnosis which led to the GP not understanding the severity of the situation. Sometimes this was due to the facial or bodily presentation not matching what the person was saying, including examples of perforated ulcer and heart failure being misdiagnosed. These experiences lead to reluctance to seek help.

“I feel like a hypochondriac in their eyes’.

Stigma remains for many people and communities, particularly people from Global Majority communities who told us that mental health was rarely discussed in their culture. People told us that they did not know when to seek help or what the different services were for and that they often delayed until a crisis, however they did recognise that sleep deprivation, social withdrawal and general sadness were all signs of declining mental health.

Value of community and social support

People suggested informal workshops led by trusted community figures or ‘health hubs’ where people could ask early questions as well as simple multilingual guides on when and where to seek help.  It would also help more people access wellbeing services if music, culture and spiritual practices were included into wellbeing strategies.

Familiar, community spaces and social connection are vital to living a healthy lifestyle. People would like increased access to these spaces to improve their wellbeing, especially if they incorporate exercise with faith groups, are culturally relevant, or for people with similar needs and lived experiences.

Across all engagement activities, community and social connection was seen as positive, including social groups, faith spaces, cultural gatherings or music occasions. There was a strong view that these are essential for wellbeing and many valued their role in preventative health. “prevention is better than cure.”  There is preference to access health education on healthy eating, exercise and lifestyle in community settings taking a whole family approach to make adjustments to benefit health. Trusted networks, friends and family were key to promoting health seeking behaviours with an enthusiasm for non-pill based health advice. 

There were also a number of initiatives suggested from health open days in community settings and in community languages, training for former nurses and health workers to become community educators and more opportunities for wellbeing workshops in safe, familiar spaces.

Vaccinations

There were mixed, but strong, views on vaccinations, some people were strongly in favour of vaccines and received their boosters when needed, others were deeply opposed and mistrustful.  Many people also had confusion about eligibility or hadn’t heard of new campaigns.

“We weren’t given the full story… we were guinea pigs”

The biggest barriers to vaccines were concerns over side effects, lack of trusted messengers and digital booking challenges.  People suggested that community vaccination events in schools, libraries, mosques and churches along with visible representation, including vaccinators from similar backgrounds.  Clear, simple, multilingual information would help to ease some of these barriers along with question and answer sessions that did not pressure people to be vaccinated.

Croydon Central East

Key findings from these organisations:

Access to NHS care

People told us about ongoing barriers to accessing NHS services, especially GPs and community mental health care telling us that access to timely GP and mental health appointments is a ‘massive issue’ with people often waiting in excess of three weeks. Some described an ‘emergency-focused NHS’ where care is only accessible when a situation becomes critical.

The main barriers identified included difficulty getting through by telephone, confusing e-consult forms with too many or irrelevant questions and receptionist triage which is seen as intrusive with people finding it hard to decide for themselves whether a situation was ‘urgent’. Some described queuing up outside the surgery in the morning to avoid the telephone system.

“I have to queue from 07:30 in the morning if I want an appointment.”

Carers of people with learning disabilities said that it was very difficult for them to get hold of community services, describing the telephone system as “like Fort Knox” if you didn’t have a named staff member to contact. This had at times led to missed opportunities for early interventions and preventing ill health.

Long waiting lists and delays in referrals were reported especially for therapies and diagnostics such as autism and SEND needs. People felt they had to repeat themselves a lot at appointments when they eventually got them.

“One hand doesn’t know what the other hand is doing.”

Refugees, asylum seeker and migrant communities find navigating the NHS difficult often feeling confused when registering with GPs and trying to access services. Many reported that language barriers were the main difficulty for them due to the need for translated materials and that they had difficulty accessing interpretation services at the first point of contact even where they were available later in the process. Some people are unable to read in their first language and that written translations did not help, interpreters and trusted local voices were key to improving understanding and uptake.

“We need to hear information in our own language, not just read it.”

There was also confusion around access with many unaware of which services they were entitled to use and whether they would be charge for them, for example vaccinations.  There was little knowledge of NHS 111 and people are unaware that walk in services were possible for specific urgent issues.

Poor communication and coordination between health and care services can sometimes cause delays, missed appointments and frustrations, particularly for carers who are trying to navigate the system on behalf of a loved one.

People described the health and care system as fragmented and disconnected, describing difficulties with missed or duplicate letters from multiple departments as well as inconsistent records which caused delays and missed appointments. This could also lead to delays in referrals and finding out the results of essential tests, at times leading to worsening health. Communication breakdowns had also caused problems when they occurred between GPs, pharmacists and hospitals, for example when prescriptions were issued with no instructions.

“One hand doesn’t know what the other hand is doing.”

Carers in particular told us of their frustration at having to constantly chase updates with parents of children with SEND describing dis-jointed post-diagnostic support, limited information and long waits for therapies, nutritional advice and counselling.

“We get letters to two addresses, some to me, some to her, it’s confusing.”

Digital and technology

Confusing digital systems can create exclusion for some communities with people sharing that they felt the move to digital platforms such as the NHS app left them feeling excluded.  Digital exclusion was particularly widespread amongst carers and for people with learning disabilities. Many told us of accessibility issues and literacy challenges they experienced when trying to use digital services.

“Over use of the app leaves a lot of people feeling excluded.”

People who did not have access to smart phones and those with lower literacy levels told us that they missed the personal touch of being able to speak to a person and worried that health issues could be missed by over-reliance on digital platforms.

“People want face-to-face appointments back – it’s easier to explain ourselves in person.”

Confusion persists where services use different platforms such as e-consult and online booking systems and that many had abandoned attempts to book or follow up referrals because they found it too tricky to navigate. Similarly, some people feel they had missed crucial communications such as appointments and medicine reviews and had only found out when it came to renewing prescriptions at their GP practices.

Barriers to maintaining a healthy lifestyle

People are aware that health, wellbeing and access are shaped by wider factors such as cost barriers (healthy food, travel, private dental care), time pressures which limited self-care and exercise, emotional barriers such as shame, fear of dismissal/stress from the cost of living and breakdown of social connection with a desire from the community to re-build local support and peer networks.

People are worried about safety, particularly at night with local spaces not always safe or welcoming which reduced opportunities for exercise and social connection. People asked for more well-lit spaces where families can engage in activities outdoors together.  People told us that local assets such as Ashburton Park were “pitch black” and unsafe at night which limited how they could use them and that these time pressures and concerns for safety meant that they could not be used to their full potential for those who wanted to use them for health improving measures like walking or running or just spending time with family and friends. Improving safety in the green spaces would help to reduce stress and encourage people to get out more to reduce social isolation.

Suggestions included support for low cost activities such as run clubs, family martial arts and more accessible and inclusive exercise opportunities such as chair based exercise classes or low impact classes for people who need them.

Value of community and social support

People said they trusted information far more when it came from familiar local figures or peers rather than professionals they did not know, particularly when seeking information about sensitive issues such as vaccination, men’s mental health and prostate cancer screening.  

Some people prefer local, trusted voices which could be delivered alongside medical professionals as that was viewed as more credible and relatable. There was strong support for community health champions and peer-to-peer support groups as well as culturally sensitive messaging that is ‘specific and emotive, not generic’.

“It worked well when men in the group talked about prostate cancer, not just a doctor explaining it”.

“Health messages need to hit the right people in the right way”.

Croydon South East

Key findings from these organisations:

Access to NHS care

Accessing primary care is difficult in New Addington due to long waits, poor systems and transport barriers.  People repeatedly described never ending waiting lists and difficulty securing appointments. Telephone lines were described as ‘always busy’ with some people saying they couldn’t get through at all.  People also told us that online systems were not making life easier, especially for those who are not digitally literate.

People told us they were uneasy with the move to phone consultations and that they felt it was unsafe and inappropriate to receive a diagnosis over the phone.

“The apps are unhelpful. I’m not IT literate and it just makes things harder”.

Transport is a compounding barrier to good healthcare in New Addington. Poor bus routes, long distances to services, alongside high travel costs and lack of parking were all regularly mentioned and made it especially difficult for older adults and disabled people to reach care. Some simply said there were “no health services around here”.

Need for improved access to essential health services including NHS dentists, walk in centres, blood tests and cancer screenings, A&E and mobility support closer to home and they are not always sure when and how to seek care.

“More doctors, more NHS dentists, more care workers”.

Across the conversations, people voiced a strong need for local reliable diagnostic services including dentistry, urgent care, blood tests, mental health hubs and also called for youth focused services to help support the younger generation suggesting “a local mental health hub with creative activities.”

People were not clear about when to seek help, especially for hidden or persistent symptoms with people listening to their bodies and only acting if symptoms persist.  They were often uncertain about what counts as ‘serious enough’ to seek help.

Many people said that due to the poor GP access and long waits, they often turned to family members, pharmacists or community groups or delayed seeking care altogether. While many felt overwhelmed by the waiting times for NHS treatments or appointments, a few reported positive experiences with their GP.

“I’m not sure when it’s serious enough to call the GP, I rely on family first”.

People told us that they wanted clearer guidance, local workshops and better online information to help them decide when to seek help “waiting too long can make things worse, but the wait times put you off”.

Barriers to maintaining a healthy lifestyle

People feel that following a healthy lifestyle in New Addington is a big challenge.  Poor housing, financial stress, loneliness and the rising cost of living are adding pressure to people and their families.  People were able to identify what they wanted to do to stay well through exercise, sleep, hydration, meditation or walking, however the cost of living is making these healthy habits unrealistic due to expensive fitness options, housing that is in disrepair and too many fast food takeaways which create a ‘food desert’ for affordable healthy food options.

Loneliness and stress were seen as triggers of poor wellbeing and while there was a desire for community fitness classes, better health education and safe outdoor spaces, people felt that these were inaccessible to them and they were unable to participate fully in such initiatives due to financial and safety concerns.

“I walk every day because that’s all I can afford”.

“There is a cost to being healthy and I can’t afford it”.

People repeatedly said that being healthy is a luxury that many simply cannot afford in New Addington with many people linking this to their mental health issues, and for the people around them due to poverty, chronic stress and living conditions in the area.

Value of community and social support

Social connection and community spaces play an important role for wellbeing. Faith groups and community hubs were described as a lifeline to maintaining mental wellbeing, providing safe spaces, social connection, offered practical help and gave people a sense of belonging and community “coming here breaks up my week. I can be myself”.

People are feeling under increased pressure due to their personal circumstances mentioning financial pressures along with isolation, difficulty making friendships and the impact of world events as triggering stress.

“Loneliness makes everything worse”

“It’s hard to make friendships, especially for men”.

“Socialising at The Family Centre helps me not to worry as much, outside you have to put on a fake face. Here, you don’t.”

Need for community-led solutions

People in New Addington felt that health services in the area are underfunded and fragmented, but they want to be involved in shaping solutions that work for people living in the area.

A standout theme was people’s desire to be listened to. People in the area want a genuine voice in designing local solutions and emphasised that solutions should reflect the lived experience of people living in the area.

There was a clear desire for better coordination between services, improved local provision and more extended community led services. People also talked about extending GP hours to accommodate work patterns and easier access to appointments with a range of methods including digital and telephone.

“Community-led action groups could make a big difference”.

“I want to be involved. Let us help shape the services.”

People recognised that the NHS is ‘trying’ but believe that historic underfunding, increased population and poorly joined up services led to a fragmented service, with no continuity and disconnected services.

Borough wide themes

This section captures the key themes raised across Croydon engagement activities.  It reflects shared experiences from multiple organisations and highlights where views and experiences differed for communities.

Several consistent themes emerged across all neighbourhoods, reflecting both systemic issues and the vital role of community support. Our engagement with people living in Croydon highlighted that health and wellbeing is shaped by much more than just medical care.  Everyday challenges like financial pressures, housing conditions, social isolation, cultural experiences and caring responsibilities all influence how people manage their health.  Access to trusted information and accessible, inclusive health services is essential.  People also told us that they sometimes delay seeking help as they do not want to overburden the health service, how much they value community and social connections and feelings of low mental health, exacerbated by loneliness and the cost-of-living crisis.

These insights have come together into five key themes that reflect the realities people face in maintaining their mental health and wellbeing in Croydon. 

Access to NHS care

Long waiting lists, confusing pathways, limited appointments or transport challenges all presented challenges to accessing services, particularly for older people, people with disabilities, refugees and asylum seekers.  People across all our engagement shared issues they had accessing services, unanswered telephone lines, complex unclear pathways and long waits for referral and diagnosis.  This made living in Croydon feel unnecessarily stressful and that when people did access services, they experienced a lack of follow up after initial contact.

People repeatedly described services that feel fragmented to the end user with no“ consistency in seeing the same GP or practitioner and having to duplicate or ‘start again’ every time, lost referrals and people feeling that they are discharged from hospital with no support.

There was clear frustration that Croydon services feel under-resourced compared to nearby boroughs, with a common belief that people in Croydon “get less and must do more” to get help.

There was a clear desire for better information, health literacy and awareness. Across communities, people talked about simple and accessible health information including guidance on pathways and options. The information should be culturally appropriate and available in clear simple English with translations available. Personal support in navigating systems, particularly services for children with SEND needs, vaccinations and mental health.

Confusing online systems, reliance on apps, and lack of translated materials exclude people from accessing information and appointments. Older adults, neurodiverse people, and non-English speakers feel that they are the most impacted by the move to Digital First.

“I am scared for my health as with everything going digital.”

Physical health prioritised over mental health

Physical symptoms are often prioritised over mental or emotional health due to cultural beliefs, low awareness of services, stigma or fear of dismissal. This is particularly relevant amongst women, caregivers and people who are neurodiverse feeling that stress, cultural and society expectations contribute along with services that at times seemed inaccessible to them.

“If it’s physical pain, I know where to go. Mental health? Not so much.”

Pressures on wellbeing and daily life

Rising cost of living, poor housing, and limited access to healthy food or green spaces create stress, anxiety, and barriers to living a healthy lifestyle. People feel powerless to prioritise health when basic needs are unmet. People are carrying heavy emotional burdens with stress from the cost of living, anxiety about the future and stress of navigating complex systems, not just in health but in other areas of their welfare such as housing and education which can feel overwhelming.

“[I have a] relentless sense of responsibility for other people’s health”.

Social connection is one of the most important factors for good wellbeing. Community hubs, faith groups, and peer networks are seen as a lifeline and provide safety, belonging, practical support and mental health benefits. People living in Croydon are worried about the lack of safe, accessible spaces and insufficient funding for community services contribute to loneliness and poor wellbeing.

“My church group keeps me going. Without them, I’d feel completely alone.”

Building trust through inclusive care

Language barriers, poor understanding of different beliefs and/or cultures and a lack of staff from diverse backgrounds leave people feeling unheard or excluded. People from Global Majority communities shared experiences of racism, mistrust and stigma from health and care services. Trust in services is fragile, especially in terms of mental health and wellbeing services and diagnostic processes. Combined with a fear of being judged, there was a perception that the system is stacked against certain groups which led to greater trust in community, faith and peer networks than in formal services in the area.

Across Global Majority, asylum seekers and refugee groups, we heard about a lack of culturally tailored information, limited availability of interpreters, few resources available in languages other than English and a strong desire for culturally relevant workshops, parenting classes and peer groups.

“If information isn’t available in my language, it’s hard for me to trust it.”

Due to cultural and language barriers, people reported feeling dismissed, judged or not taken seriously, particularly those from Global Majority communities, autistic people, parents seeking support and refugees and those with language barriers. Not feeling heard in clinical settings leads to feelings of mistrust, frustration and disengagement in general.

“It would help if NHS staff were trained in how to work with people from different backgrounds, not just in language, but in understanding our culture.”

Value of community and social support

People’s preferences are for peer-to-peer support or community-based support led by familiar voices and faces as these are valued for being culturally sensitive and accessible to people’s needs.

Community hubs, peer groups and faith networks run by relatable people were seen as trustworthy, accessible and validating.

“I usually ask someone at church, my mum, or a friend before going to the GP.”

Mental wellbeing

This section captures the key findings on mental wellbeing raised across Croydon engagement activities. It reflects shared experiences and views from multiple organisations.

Delaying seeking help until it feels critical

Fear of judgement or misunderstanding by health professionals can delay people seeking help, particularly amongst Global Majority communities. People were worried that their symptoms would be dismissed or misdiagnosed with women and mothers sharing experience of being perceived as “troublesome”, “neurotic” or difficult when seeking help for their child.

Long waiting lists and lack of clarity about services stop people seeking help until things get too much. People feel that the waiting times for therapy are too long, with some needing to self-refer before their situation becomes critical. Asylum seekers and refugees were unsure whether they could access services or where they were located.

We heard that people were put off from earlier interventions due to very long waiting times for GPs as the gateway to services, community mental health services as well as those in clinical settings and diagnostic appointments. The long waits, and perception that asking was a waste of their time led to many people delaying care until crisis point.

“For mental health, it feels like you only get help when things have already gone badly wrong.”

Refugees and asylum seekers said that they experience confusion around which services they were allowed to access and whether they would be charged and that this put them off asking for help even when they had identified a need for additional support.

“I don’t know if seeing the doctor will affect my case – so sometimes I just don’t go.”

Accessible and practical information including in multiple languages is needed

People were uneasy with digital solutions for mental health. Many people talked about low digital literacy levels and said that phone or online consultations felt both unsafe and inappropriate, especially if they were intended for diagnosis.

“A little booklet to tell us what to do and when to do it would really help.”

When it came to people with neurodiversity, some said that their mental wellbeing had been impacted and that the treatment teams did not always have the right level of understanding of neurodiversity when it came to treating associated mental health conditions and that the unclear, slow and fragmented pathways often required repeated advocacy on their behalf.

“They just gave me a piece of paper and didn’t even signpost me properly.”

Some people mentioned that language barriers could stand in the way of them accessing services that they thought might be beneficial as it is difficult to have these conversations with an interpreter in the room, especially if the interpreter was from the same community as the person who wished to access it. Communities told us that they would benefit from training within the community on how best to support each other with culturally tailored education workshop and health messaging.

“If someone understood where I was coming from, I’d ask for help earlier.”

Awareness of mental health services and support

In particular, awareness of counselling was low and that many were unsure about whether they would ever access talking therapies due to lack of trust with some fearing that social services may get involved with their children if they were honest about feeling low or stressed.

Mainstream mental health advice can feel out of touch with some describing it as infantilising.  Generic advice can feel patronising or out of touch and unrealistic, particularly for those facing poverty or who worried about their safety in their local area and where there is limited green space to enjoy. People would prefer more practical and context aware advice that is culturally informed to the local realities such as cost, safety and time pressures.

Caregiving responsibilities can negatively affect mental health. Women described stress linked to family responsibilities especially when there is limited support from other family members or health services “the NHS only focuses on the person being cared for, not the carer”.

Carers described an intense mental load, particularly parents of children with SEND who faced long ways, insufficient support and felt they were constantly having to advocate for their child in order to get the help and support they needed. Many described the toll this had taken on their own mental health and the significant stress they were under as a result.

Stigma and mental health

Shame and stigma remains in some communities meant that many people preferred to consult their family first or wait for symptoms to feel better before they would ask for help.  People fear being rejected or dismissed by professionals as not being unwell enough.

“We just know when something’s wrong. But it’s not always easy to explain it to a doctor.”

The way in which communities discuss mental health is shaped by cultural upbringing and gender stereotypes, for example many women were more comfortable normalising their struggles as “depression” rather than mental health avoiding conversations even with their closest family members and friends.

The value of representation, peer and community support

People were clear that they feel more understood and comfortable when supported by staff from diverse backgrounds often preferring trusted local voices, peers and community leaders over unfamiliar professionals.

“Mental health support is important, but it feels invisible sometimes. More culturally safe spaces to talk are needed, especially for young people.”

People want representation in professional roles saying that this would be the best way to improve trust and engagement in services. Culturally specific messaging which is “real, specific and emotive” would be more effective that generic messaging that tries to appeal to a wide range of audiences and ends up feeling bland at best and off-putting at its worst.

Next steps

The insight gathered in this report is presented by neighbourhoods to support the development of our neighbourhood health and care approach in Croydon.

The insight gathered in this report is being shared with One Croydon Alliance partners including the Croydon public health team to support the mental wellbeing priority within the Joint Local Health and Wellbeing Strategy. It is also being reported to the South West London Mental Health Partnership Delivery Group to inform action plans for improving mental wellbeing across our six boroughs and Croydon Health Management Board to inform the development of the Quality and Digital strategies across Croydon Health Services.

The findings are being reported and discussed further with our local and health partners in Croydon and across South West London to agree next steps.