Complaints and compliments

Who to complain to

Contact Numbers and Main Areas of Responsibility

We hope you have no cause to complain, but if you are unhappy about one of our services, please raise this with the service concerned in the first instance. Please use our A to Z of Services to locate the relevant service.

If you are dissatisfied with their response you can contact the Customer Service officer at Westminster City Hall. In addition to the information listed below, you can write to our One Stop Services, City Hall, 62 Victoria Street, SW1E 6QP or telephone 020 7641 5000.

Adult and Children Services

Including social services for children and families, adults, people with disabilities, personal care, and meals on wheels as well as information and advice on advocacy services available in Westminster.

Children & Community Services Department
8th Floor, City Hall,
64 Victoria Street
London SW1E 6QP

Phone: 020 7641 1999
Fax: 020 7641 1900
Minicom: 020 7641 8222
E-mail: 
ChildrenandCommunityServicesComplaints@westminster.gov.uk

Children Services

Including student finance and school admissions. Complaints about schools should be made to the head teacher in the first instance.

Children's Services
9th Floor, City Hall
London SW1E 6QP

Phone: 020 7641 1944
Fax: 020 7641 8065
E-mail:
educationcustomerservices@westminster.gov.uk

CityWest Homes

Including council housing services and lessee services.

CityWest Homes Ltd
21 Grosvenor Place,
London SW1X 7EA

Phone: 020 7245 2060
Fax: 020 7245 2062
Minicom: 020 7245 2063
E-mail: 
complaintsteam@cwh.org.uk

Community Protection

Including Food Safety, Health and Safety, Premises Licensing, Noise complaints, Licensing Service, CCTV, Intelligence Unit, City Inspectors, City Guardians, CivicWatch, Pest Control, Trading Standards, Residential Environmental Health and Mortuary.

Community Protection Department
4th Floor,
City Hall,
64 Victoria Street,
London,
SW1E 6QP

Phone: 020 7641 1764
Fax: 020 7641 1740
Email:
communityprotectioncustomerservices@westminster.gov.uk

 

Customer Services

For complaints about One Stop Services, Libraries and Archives.

Phone: 020 7641 1860
Fax: 020 7641 2492
Email: csi@westminster.gov.uk

Environment and Leisure

Including street cleansing, refuse collection, commercial waste, leisure and sports centres, parks, cemeteries, and environmental initiatives.

Environment and Leisure Department
3rd Floor, City Hall
London SW1E 6QP

Phone: 020 7641 2245
Fax: 020 7641 2621
Minicom: 020 7641 2682
E-mail:
environmentandleisurecustomerservices@westminster.gov.uk

Finance

Including council tax, business rates and housing benefits.

Finance Department
14th Floor, City Hall
London SW1E 6QP

Phone: 020 7641 1955
Fax: 020 7641 3458
Minicom: 020 7641 6020
E-mail:
financecustomerservices@westminster.gov.uk

Fraud Hotline

Phone: 0800 028 9888

Housing Needs

Including housing applications, homelessness and the Housing Options Service.

Housing Needs
9th Floor, City Hall
London SW1E 6QP

Phone: 020 7641 2768
Fax: 020 7641 1904
E-mail: 
hsgneeds@westminster.gov.uk

Legal and Administration Services

Including Electoral Services, Registration for births, deaths and marriages, as well as land charges, legal services and committee services.

Legal and Administration Services
15th Floor, City Hall
London SW1E 6QP

Phone: 020 7641 2732
Fax: 020 7641 2917
Minicom/Textphone: 020 7641 5912
Email: mpyroyiannos@westminster.gov.uk

Organisational Change

Including personnel services, HR Direct, IT and communications.

Organisational Change
18th Floor, City Hall
London SW1E 6QP

Phone: 020 7641 8014
Fax: 020 7641 3053
Minicom: 020 7641 6020
E-mail:
mmartin@westminster.gov.uk

Parking

For complaints regarding parking.

PO Box 396
Warrington
WA55 1EL

Phone: 020 7641 1743
Fax: 020 7641 1744
Minicom: 020 7641 4251
E-mail: 
parkingservices@westminster.gov.uk

Planning and City Development

Including town planning and building control.

Planning and City Development Department
12th Floor, City Hall
London SW1E 6QP

Phone: 020 7641 5988
Fax: 020 7641 8536
Minicom: 020 7641 5989
E-mail: 
planningandcitydevelopmentcustomerservices@westminster.gov.uk

Schools

All schools have their own complaints procedures and complaints should be made to the Head Teacher in the first instance.  For advice or help please call:

Phone: 020 7641 1944
Fax: 020 7641 8065
E-mail:
educationcustomerservices@westminster.gov.uk

Transportation

Including roads, pavements, street lighting defects and road works.

Transportation Department
3rd Floor, City Hall,
64 Victoria Street
London SW1E 6QP

Phone: 020 7641 2245
Fax: 020 7641 2621
Minicom: 020 7641 2682
E-mail: 
transportationcustomerservices@westminster.gov.uk

Other useful telephone numbers

Disability Discrimination Act Helpline

Phone: 08457 622 633
Text phone: 08457 622 644
Fax: 08457 778 878
Web: www.drc-gb.org

Disability Information and Advice Service

WELDIS, Westminster City Council,
Mezzanine, Floor 4, Frampton Street,
London NW8 8LF
Phone: 020 7641 5207
Fax: 020 7641 4524
Textbox: 020 7641 8222
email: weldis@westminster.gov.uk
Web: www.westminster.gov.uk/weldis