Complaints
We are committed to improving the way we handle complaints to better serve our residents. We utilise Westminster City Council’s established complaints processes, ensuring any concerns raised by tenants are addressed efficiently.
For all formal complaints, please report them directly to the Complaints team at Westminster City Council by following the instructions provided below.
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​You can make a complaint to Westminster City Council via their website here.
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Click here to see a copy of Westminster City Councils Complaint Procedure.
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WCC undertake a review all of their complaints and this can be found here:
Westminster Community Homes now carry out a separate review of Complaints Handling by WCC and procedures, the Complaints Performance and Service Improvement Report 2023-24​ was provided to WCH’s governing Board in September 2024. The governing body’s response was to note improvements being made to our service and by the end of this year, we will receive regular update reports from WCC providing details of: - Year to date figures of completed/outstanding complaints - Theme, classification/reason for complaint - No. of complaints responded to on time (withing 10 working days) - No. upheld/ not upheld complaints - Reason for escalation to Stage 2 - Total compensation paid to customers to date Our lessons learnt and actions stated at the end of our complaint performance and service improvement report, are being monitored.
A complaint is defined as:​
An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the landlord, its own staff, or those acting on its behalf, affecting a resident or group of residents.
Would you rather just talk to us so we can mediate before a formal complaint is raised? Contact Operations Officer and Resident Liaison Sophie Sheekey at ssheekey@westminster.gov.uk
Housing Ombudsman
The Housing Ombudsman has issued a new complaint handling code which sets out good practice that will allow landlords to respond effectively and fairly to complaints. As members of the Housing Ombudsman service both Westminster Community Homes and Westminster City Council will comply with the set of procedures and carry out regular assessments of performance against the code. Current performance against the code can be found in the complaint handling code self assessment form. For further information please click the link: https://www.housing-ombudsman.org.uk/landlords-info/complaint-handling-code/. Read the latest WCC Self-Assessment against the Housing ombudsman Code 2024. You can also contact the Housing Ombudsman for independent advice about making a complaint: Email: info@-ombudsman.org.uk Online: https://www.housing-ombudsman.org.uk/contact-us/ to make a complaint online Phone: 0300 111 3000 Phonelines are open Monday to Friday 9-5 except Thursday when lines will be closed from 3.30 p.m. for staff training In writing: Housing Ombudsman Service: PO Box 1484, Unit D, Preston PR2 0ET Please note: It is strongly recommended customers use email or the online complaint form rather than sending post to the PO Box address in Preston as there will be delays.
