I have received poor service and want to complain
What do you do when you receive bad quality service?
Shout, scream, go home and grumble or bottle up your frustration? This is not the best way to deal with the irritation and stress of bad service. The problem will not be solved and you will still feel upset.
Did you know that there is a better way?
At HOS, we try very hard to give everyone who contacts us excellent service. However, we aren't perfect and sometimes mistakes can happen. If you have received poor service, you have the right to complain.
What to complain about
You may complain about any aspect of our service that you are unhappy about. For example, you may complain if you feel we have:
- Not handled your application well
- Given you bad advice
- Made you wait longer than you should have
- Not informed you of developments
- Been impolite or disrespectful
How to complain
If you are not happy, please contact our Customer Relations Officer Ross Harvey. If Ross finds that we have got things wrong, he will try to put it right so it doesn't happen again.
Three-stage complaint procedure
If you are not satisfied after Ross has looked into the problem, you can complain to the council's Housing Needs Team - and then to the council's Chief Executive - if you remain unhappy.
Continuous improvement
Your satisfaction with our service means a lot to us. It is really important that you tell us when you receive bad service. This helps us to identify our weaknesses and helps us to improve.
Contact Ross here
telephone on 0207 641 1000
or in person at the Housing Options Service - 101 Orchardson Street, London NW8 8EA.
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