Westminster Complaints Procedure for Residents
Welcome to the informational guide on how to register a complaint with Westminster City Council as a resident at Harford House. We understand that there may be instances when services don't meet your expectations. To help resolve any issues, we have outlined a clear, step-by-step guide for lodging and, if necessary, escalating a complaint. This process is designed to address your concerns promptly and effectively. Westminster values your feedback, and it allows us to continuously improve our own services and ensure that we're meeting the needs of all residents. By following the procedures below, your complaints will be taken seriously, investigated thoroughly, and responded to within a designated timeframe. This holds true whether your concern relates to general council services or specific housing management issues.
Your First Point of Call - Contact Housing Services
For any housing-related issues, including plumbing or maintenance, your first point of contact should be Westminster Housing Services. They will provide you with a reference number for your query, which is essential for follow-up and tracking.
While raising your concern, please refer to the Tenant Repair and Leaseholder Responsibilities on this page. This will help you understand your rights and the council's duties in addressing your issue.
Although the Co-op can offer support, we strongly advise logging your issue with Westminster Housing Services first. If your issue remains unresolved, you can then escalate it by filing a Stage 1 complaint, ensuring to mention your reference number and any relevant details from the Tenant Repair and Leaseholder Responsibilities page for an efficient resolution process.
Hosing services can be emailed here housing.enquiries@westminster.gov.uk Phone +44 207 245 2990
Stage 1
To complain about council services, inform Westminster of the issue for proper team allocation. Your complaint will be directed to the corresponding department manager for swift resolution. Westminster aims to respond within 10 working days, and will notify you if a delay occurs.
Stage 2
Before escalating a concern to Stage 2 at Westminster, a formal Stage 1 response must be issued. If you're unsatisfied with this response, appeal to the Chief Executive via a Stage 2 complaint, which the Complaints and Customer Manager will review. In your complaint, outline your dissatisfaction and desired outcome. Westminster aims to respond within 20 working days, and will notify you if more time is needed.
Email Westminster at stage2complaints@westminster.gov.uk
Call Westminster directly at 07811 011 925
By post. Full address below
Complaints Team, Finance & Resources, Westminster City Council, 16th Floor City Hall, 64 Victoria, Street, London SW1E 6QP, Write to the
If you are a council tenant or leaseholder and wish to take your stage 1 complaint about a Housing Management issue to stage 2 please email stage2housingcomplaints@westminster.gov.uk or telephone the housing contact centre on 0800 358 3783.
Further information on the complaints procedure for Westminster can be found here - click here