Frequently Asked Questions (FAQ)
Register for a MyWestminsterHousing online account
Simply register in three quick steps and enjoy taking control of your home at a time that suits you - on your laptop, smartphone or tablet device:
- Go to MyWestminsterhousing registration page
- Enter your details including tenancy number* or leaseholder account number*
- Receive email confirmation and login to use your MyWestminsterHousing account
We may need to contact you to complete your registration, within three working days, if the details entered do not match our records and for security reasons.
*Your tenancy or account number is listed on the statements we send you. You only need to include the first eight numbers.
If you are not the registered tenant, live in temporary accommodation or in a building managed by a Tenant Management Organisation (TMO), you are not able to register for an online account.
Contact us if you need help or have any questions about MyWestminsterHousing.
Know my information is safe
MyWestminsterHousing complies with all governmental security protocols which are in place to keep your information safe. You can find out more about how we protect your data in our data protection and encryption policy.
Update my contact and personal details
Click on ‘My Details’ button on the left-hand side menu bar.
Within ‘My Rent’, tenants can add and remove household members names.
Click on the ‘Message us’ button on the left-hand side menu bar. Then, in the next screen, click on the ‘New Message’ button and enter your query into the boxes and click Submit. We aim to respond to all messages within 3 working days.
Within ‘Message us’ you can view all messages that you send to us and responses that you receive from us.
Request a repair to my home (tenants only)
Call Cadent on 0800 111 999 immediately about gas leaks. Call us on 0800 358 3783 for emergency repairs and for:
- water leaks
- adapted items
- external and communal repairs.
Before requesting a repair, we recommend checking the responsibilities as a tenant or leaseholder - as some repairs you will need to take care of yourself. As a tenant, you can request the following non-urgent repairs in your home via your MyWestminsterHousing account:
- non-urgent day to day repairs that are electrical or plumbing related (leaking sink, faulty toilet, socket not working)
- electrical heating and hot water
Please note due to coronavirus, our repairs service has changed. Not all types of repairs are available at this time, and you may need to wait longer for non-urgent repairs. View the latest advice and updates on the changes to our housing services.
- To request a repair, click on the ‘My repairs’ button on the left-hand side menu bar.
- Then click the ‘Request a repair’ button
- Select the area of your repair or search for it in the search box. Continue selecting from the options, the area or item of your home requiring repair. You can click the ‘Back’ button at any time.
- Once you have selected your item for repair, add details about your repair request into the notes box provided. More detail is better as these notes are passed over to the contractor and will help them complete your requested repair. Include any information about accessing your property and your availability.
- Click the ‘Submit’ button to send us your repair request.
We will provide you with a job reference number which will be displayed in your repair history. We will contact you within three working days to confirm the details and make an appointment if required.
- See an alert about tenant responsibility - it means that we are unable to accept this repair request as the item you have selected is your responsibility. Find out more about repairs responsibilities here.
- See an alert about contacting us or cannot find the right repair item from the options provided – please ‘Message us’ or call us. We might need to add an option, or the repair may not be available for another reason.
In MyWestminsterHousing you are unable to request repairs to communal areas of your building, upload photos or select an appointment date and time for a requested repair.
Request a repair to my building (communal)
In your MyWestminsterHousing account, you cannot request a repair to your building communal areas, inside or out. Please call or ‘Message us’ us about these so we can help.
View repairs to my flat or building
Click on the ‘My repairs’ button on the left hand side menu bar.
Then from the next screen you will be able to see repairs for your estate, your building and your flat (tenants only). You can expand or collapse each section to see more, or less, detail about the repairs.
You can monitor the progress of a current or recent in-flat (tenants only) or communal repairs, including those that are reoccurring like safety checks. This feature is not for billing purposes. Costs and descriptions may differ on leaseholder annual statements to repairs and transaction history displayed in their online account.
Repairs history for flats and communal areas is available from 19 August 2020. Contact us for more details on repairs, including any not shown or earlier than this date.
Upon upgrading the system on 19 August 2020, all repairs history available since December 2017 will be removed for GDPR.
Cancel or reschedule a repair (tenants only)
Click on the ‘My repairs’ button on the left-hand side menu bar.
Then from the next screen you will be able to see repairs for your flat (tenants only). Click the ‘View details’ button next to the repair you wish to cancel or reschedule, and then the ‘Cancel or reschedule repair’ button.
Select an option from the drop-down list and add any details about the cancellation, or reschedule, request within the notes box, then click the ‘Submit’ button.
We will contact you within three working days to confirm the details of your request to cancel or make a new appointment if required.
There are some repairs you may not be able to cancel such as those that are for health and safety, or where parts have already been ordered.
Report new anti-social behaviour cases
Click on the ‘Report Anti-social behaviour’ button on the left-hand side menu bar. This will take you through to a form to complete with the details of your case.
Update existing anti-social behaviour cases
Click on the ‘Update Anti-social behaviour’ button on the left-hand side menu bar. This will take you through to a form to complete with your existing case number.
View my account balance, transactions and download a statement
Click on the ‘My rent’ (tenants) or ‘My service charge’ (leaseholders) button the left-hand side menu bar. This will take you through to view accounts linked to your home or any other space you rent such as a garage.
Click on the ‘View Account’ button next to the address you wish to view details for. On this screen you will see the current balance of your account and under it a transaction history showing charges to you and payments made by you.
Leaseholders costs descriptions and dates may differ on actual annual statements to those displayed in the online account transaction and repairs history.
Make a payment for rent or service charges
Click on the ‘My rent’ (tenants) or ‘My service charge’ (leaseholders) button on the left-hand side menu bar. On the next screen click ‘View account’ and then click the ‘Make a Payment’ button on the right-hand side of the screen. This will take you through to an online form where you can enter your account reference number, postcode and surname.
Order a rent payment card (tenants only)
Click on the ‘My Rent’ button the left-hand side menu bar. This will take you through to view accounts linked to your home or any other space you rent such as a garage.
Click on the ‘View Account’ button next to the address you wish to order a rent payment card for. Then, in the next view, scroll to the end of the page, click on the ‘Request New Rent Card’ button and then on the ‘Submit’ button. It can take up to 10 days to be sent to you via post.