National restrictions are in place. Learn what this means if you live or work in Westminster.

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 COVID-19, our service centre at 82 Bruckner Street is open by appointment only from Monday to Friday from 11am to 3pm.

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 housing is now operating as normal, and you can find out more about our housing strategies online. Those that need to move for urgent health and welfare reasons remain our top priority, and approved housing applicants should only bid for preferred properties online via Choice-Based Lettings (CBL), if willing to move during COVID-19.

Some of our processes have changed to help keep everyone safe. We now:

  • carry out viewings digitally through photographs or video instead of in-person
  • sign tenancy agreements electronically wherever possible
  • follow strict safety measures based on COVID-19 risk assessments when relocating and helping people move with partner company Crown.

If you have any questions, contact us by phone to 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 (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 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: 24 August 2020