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Information on reporting a general repair, gas safety advice and who to contact if you require an emergency repair.

Published on: 29 December 2020

Last updated: 25 March 2021

Restarting your repairs safely

Most housing repairs that we are responsible for were put on hold in January 2021 as a result of COVID-19.

As of 1 April, you can request an appointment for any type of repair in your home or communal areas. Emergency and urgent repair services remain available as always. Repairs can be requested via your MyWestminsterHousing online account.

Please remember the following:

  • you are responsible for some repairs
  • you will receive notice before we work in your communal areas
  • we will never cold call you at your home 
  • we will ask you in advance about the health of household members
  • our contractors must provide identification before entering your property 

We understand you may have some concerns about repairs restarting within your neighbourhood, home and building so have put together a handy guide to explain and reassure you that all work will be carried out to the government’s ‘COVID-19 Secure’ guidance.

Due to the increased safety measures and the backlog caused by the recently reduced service, we thank you for your patience while you may need to wait longer than usual for an appointment – as demonstrated in the table below:

Repair Type Expected time to get an appointment
Immediate 2-4 hours
Emergency 24 hours
Urgent 3 days
Non-urgent repairs 20 days

Services may continue to change in response to COVID-19 and we will keep you informed by email, text message, newsletters, and online. Please keep your details up to date with us, for when we send out essential information or need to contact you quickly.