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Complaints Procedure

We have recently updated the way that Complaints are handled to make it easier for our residents. Westminster Community Homes use Westminster City Council’s complaints processes for dealing with concerns raised by tenants

All complaints must be reported to the Complaints team at Westminster City Council.

You can make a complaint to Westminster City Council on their website:

Visit and make a complaint online

Below is Westminster City Councils Complaints procedure, please click to download a copy.


The 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 below:

You can also contact the Housing Ombudsman for independent advice about making a complaint.

You can contact the Housing Ombudsman in the following ways:


Online: 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,



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. 

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