Coronavirus information for housing services

NHS Test and Trace

When approaching the Housing Solutions Service, customers and visitors will be encouraged to share their details in order to support NHS Test and Trace. This information will only be used where necessary to help stop the spread of COVID-19.

If you would not like your details to be shared for the purposes of NHS Test and Trace, you can choose to opt out, and any information used for booking purposes with NHS Test and Trace will not be shared.

Housing Services

We made some changes to help keep everyone safe and slow the spread of COVID-19. These changes include:

  • non-urgent in-flat repairs are on hold (appointments available in up to 60 days for plumbing and electrical repairs)
  • service centres open by appointment only, with intercom entry and protective screens at reception
  • increased cleaning of communal area surfaces
  • closed community halls and youth clubs
  • stopped face-to-face resident engagement events and drop-in surgeries
  • staff using Personal Protective Equipment (PPE)

Contact us for help with urgent housing issues only such as emergency repairs, financial or welfare issues.

Use your online services where you can report anti-social behaviour, pay bills, and more.

Tell us if you or members of your household:

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

​​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

The way we allocate social housing has changed in the interim, as a result of COVID-19.

We are gradually making more social housing available to wider groups of applicants as detailed in our interim allocations statement.

To ensure we can coordinate viewings and any urgent moves safely, only certain groups of applicants can now bid for preferred properties online via Choice-Based Lettings (CBL). Applicants should only bid if willing to move during COVID-19.

These changes are temporary, but they will help keep those most at risk safe and allow us to offer available homes where most appropriate. Those that need to move for urgent health and welfare reasons remain our top priority. We will continue to provide more housing, as soon as we can manage it safely.

If you are an approved applicant, we are contacting you about these changes and encourage you to check your emails and this website regularly for updates. Please contact us by phone to 0207 641 1000 or email if you have updated your email address or telephone numbers, have any questions about these changes or your housing application.  

You can also find more about these changes online and within our FAQ guide.

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, call 020 7641 1222 (9am to 6pm, Monday to Friday) 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

If you are concerned about a child, phone 0207 641 4000 or email

Find out more about Westminster Connects and how you can help

Last updated: 7 August 2020