How to report a repair
Follow the steps below on how to report a repair.
Tenants are responsible for contacting the Westminster City Council pest control team for any issues inside their own flat.
If you notice pests in communal areas, please contact the office immediately and we will arrange for the pest control team to attend.
Please play your part: do not feed birds or leave food on the pavements, as it attracts mice and rats.
Before you start: note the room and exact location of the problem, and take a few photos. The more detail you can share, the smoother the repair.
Check who is responsible
First, work out whether the repair is the TMO's responsibility, the Council's, or your own. Your handbook explains what is covered.
Report it to the office
Get in touch whichever way suits you. Please include your flat number, the room and exact location, and any photos.
Office drop-in: mornings 10:30 to 12:00, afternoons 15:00 to 16:30.
The office checks it
The office confirms you are entitled to the repair and tells you who is responsible: the TMO, or Westminster City Council (for example ventilation or roofing).
The office books a contractor and arranges a time.
Make sure you are in for the appointment.
Once done, the office confirms with you that it is fixed.
The office will follow this up for you. It is strongly recommended that you also email your issue to Housing Services, so you get your own WCC reference number. If progress is slow, you can use that number to raise a complaint.
If nothing happens, use that reference number to raise a Stage 1 or Stage 2 complaint, for repairs under Westminster City Council's remit. If you have waited a long time, a Stage 1 or 2 complaint will often speed the repair up.