Contact the Housing Options Service

If you are a family with children

Location

Please visit 101 Orchardson Street, London NW8 8EA.

Our opening hours are 10am to 4pm, Monday to Friday and midday to 4pm on the last Wednesday of each month.

Contact us

Telephone: 020 7641 1000 (Monday to Friday 9am to 5pm)
Complete an online form

If you are a single person

Location

Please visit The Passage, St Vincent's Centre, Carlisle Place, London SW1P 1NL 

Our opening hours are 9am to 4.30pm, Monday to Friday

Contact us

Telephone: 0207 592 1850
Email: HSSreferral@passage.org.uk

Language and translation services

Westminster is a diverse borough, where many different languages are spoken. Staff at Housing Options Service speak approximately 20 languages and so we may have someone available who can speak your language. If we do not have an available member of staff to translate for you, we will call Language Line.

We can also translate our documents and letters for you. Please tell us your name, address and first language, plus which document you need translating and we will send this to you.

British Sign Language and large print and braille are available on request. 

Complaints

We understand the frustration if you receive bad service and so at Housing Options Service, 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.

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 aren't happy, please contact the customer relations officer. If the officer finds that we have got things wrong, they will try to put it right so it doesn't happen again.

If you aren't satisfied after the officer 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.

Download the complaints and reviews leaflet (PDF, 124KB)


Last updated: 2 October 2017
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