Complaints process

The WCH complaints process is as follows:

First contact

If you feel that some part of our services has failed, the first thing you need to do is to contact your local estate office. We will try to resolve the service failure quickly.

Stage one

If it is not possible to resolve the service failure within two working days and you would like to escalate your concern, please contact your estate office.
Your complaint will be investigated and a resolution will be offered within 10 working days.

Stage two

If you remain dissatisfied you can escalate your complaint to stage two. To do this you should contact the CityWest Homes complaints team: 
Email: serviceimprovementteam@cwh.org.uk
Address: Service Improvement Team, 21 Grosvenor Place, London, SW1X 7EA

At this stage you will be offered the choice of either:

Having your complaint reviewed by a director. If you choose this option you will receive a resolution offer within 10 workings days.

Stage three

We expect all complaints to have been resolved by Stage two of this process, however if you remain dissatisfied then please appeal directly to the board of Westminster Community Homes Ltd using the following contact details:

Westminster Community Homes Ltd 
Address: Portland House, 20th Floor, Bressendon Place, London 
London, SW1E 5RS
Phone: 0207 641 1030 
Email: westminstercommunityhomes@westminster.gov.uk

You can progress your complaint further after this by referring it to:

The Independent Housing Ombudsman

This is an independent national service in England that investigates complaints against registered housing providers. You can contact the Ombudsman at any time to investigate your complaint, however if your complaint has not been investigated through our complaints procedure it will usually refer it back to us to investigate. 

Address: Housing Ombudsman Service, 81 Aldwych London, WC2B 4HN 
Phone: 0300 111 3000 
Email info@housing-ombudsman.org.uk

Contact Information

If you have a general enquiry
regarding the work of
Westminster Community Homes please write to:

Westminster Community Homes Limited 

20th Floor

Portland House

Bressendon Place

London

SW1E 5RS  

or telephone Hannah Callender on
0207 641 4508

Email us