For the latest advice about COVID-19, how services are affected and how the council is responding, visit our Coronavirus pages.

Coronavirus information for housing services

Housing Services

We have plans in place to keep essential housing services running for our tenants and leaseholders. However, to slow the spread of the virus and help keep everyone safe, our housing services are changing.  

Whilst our phone lines remain open, until further notice we are:

  • keeping service centres open to assist with urgent housing services issues by appointment only
  • prioritising emergency and urgent repairs  
  • stopping face-to-face resident engagement events and drop-in surgeries
  • equipping staff with personal protection equipment to prevent unintentional spread of the virus  
  • increasing cleaning of communal area surfaces including door handles, lifts and switches
  • closing our halls, playgrounds, pitches and youth clubs. 

We’re keeping residents updated and hope our service can return to normal soon.

Find out more within our Housing - Coronavirus FAQ (PDF, 300KB)

What can residents do to help?

Contact us on 0800 358 3783  for urgent housing services issues, such as emergency repairs, otherwise email us at housing.enquiries@westminster.gov.uk or make use of our online housing services where residents can report repairs and anti-social behaviour, pay bills, find out about parking and more.

Residents should tell us if they/their household:

  • are self-isolating due to coronavirus symptoms, and we are due to visit 
  • need help staying at home   
  • have updated contact details including phone or email.

​​Housing Solutions and homelessness

We are working with partners to proactively support people experiencing or at risk of homelessness and are proactively calling on those most vulnerable to ensure they are supported.

We are doing everything we can to ensure urgent requests are taken care of and prioritise those in most need. This includes continuing to receive applications for social housing and assisting those experiencing (or at risk of) homelessness, online and via phone to 020 7641 1000.

Whilst our Housing Solutions Service telephone lines and online services remain available, to help keep everyone safe and slow the spread of coronavirus, our service centre at 82 Bruckner Street is open by appointment only from Monday to Friday from 10am to 4pm. People experiencing or at risk of homelessness in Westminster should call us on 020 7641 1000 or register for help online at www.westminster.gov.uk/homelessness.

People that need to move for urgent health and welfare reasons are always our top priority and so we have decided on an interim approach to our allocations policy and the way we set up new tenancies and move people, to ultimately help safeguard those most at risk during this time and offer housing where most appropriate.

To ensure we can coordinate viewings and any urgent moves safely, Choice-Based Lettings (CBL) will be gradually offered from 14 May 2020 so certain groups of applicants, and willing to move during Covid-19, can bid for preferred properties online. As part of this we will make choices available to homeless families first.

We are contacting approved applicants to let them know about these changes and encourage them to check our email alerts and this website regularly for updates. View full details in our Covid-19 Housing FAQ guide, call us on 0207 641 1000 or email hsscustomerservices@wcchss.org.uk.

Private tenants

We've created a guide for private tenants for advice on repairs and paying rent.

Information and guidance for private tenants

How to get other help or volunteer to help

We’re updating residents and proactively calling on those most vulnerable including people experiencing homelessness. 

Westminster Connects links volunteers to those who need help. In the first instance, if you or anyone you know needs help as a result of coronavirus, please email us at westminsterconnects@westminster.gov.uk, call 020 7641 1222 (8am to 10pm, 7 days a week) or send us the details online.

If you are concerned about an adult who you think requires social care and support, phone 020 7641 1444 or 020 7641 1175 or email adultsocialcare@westminster.gov.uk.

If you are concerned about a child, phone 0207 641 4000 or email AccesstoChildrensServices@westminster.gov.uk.

Find out more about Westminster Connects and how you can help

Last updated: 21 May 2020