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.

My account is locked. What should I do?

At the login page, click on the ‘Forgotten login details’ link below the blue ‘Log in’ button. Enter your email address to receive reset instructions. If this does not work, please contact us.

I did not receive the email from MyWesminsterHousing

Please check your junk and spam email folders. If this does not work, please contact us.

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.

Send messages

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.

When I send a message via MyWestminsterHousing, who receives the message?

Our customer services team receives and responds to all messages within one working day.

Request, schedule and cancel repairs to my home (tenants only)

Call Cadent on 0800 111 999 immediately about gas leaks. Call us on 0800 358 3783 for emergency repairs this includes water leaks.

As a tenant, you can now raise non-urgent repairs and book an appointment directly with our contractors where appointments are available.

Non-urgent repairs include issues like electrical, plumbing and carpentry such as a leaking sink, faulty toilet, issues with power sockets, electrical heating and hot water.

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. The system will provide you with an error message if you request a service we do not provide or if we need you to contact us with more detail .

To request a repair, click on the ‘My repairs’ button on the left-hand side menu bar
Select the area of your repair by clicking on the drop-down arrow to see properties linked to your account
Then click on the ‘Request a repair’ button
Select your item for repair and add details about your repair request, for the contractor, into the notes box provided
Click the ‘Submit’ button
On the next view, you can select an appointment time and date and click ‘Book appointment’ button to confirm

Your appointment will be confirmed, and your job number will be listed on the screen and in your repairs history view. If you cannot find a suitable appointment, click on the ‘Next Week’ button to view more options.

Alternatively, click the ‘No Suitable Time’ button to request you repair and have someone call you back.

You can click on the ‘View Details’ button to see further details about the repair request.

To cancel or reschedule, simply select an option that best matches your reason along with any details into the notes box provided. Here you can suggest an alternative date and time.

You cannot cancel repairs related to safety or if we have already ordered parts for the job.

Request and cancel a repair to my building (communal)

Please note you can only book an appointment for some kinds of communal repairs.

To request a repair, click on the ‘My repairs’ button on the left-hand side menu bar
Select the area of your repair by clicking on the drop-down arrow to see properties linked to your account and areas like block, garage, estate and street
Then click on the ‘Request a repair’ button
Select the item for repair and add details about your repair request, for the contractor, into the notes box provided
Click the ‘Submit’ button
On the next view, you can select an appointment time and date and click ‘Book appointment’ button to confirm

Your appointment will be confirmed, and your job number will be listed on the screen and in your repairs history view.

If you cannot find a suitable appointment, click on the ‘Next Week’ button to view more options.

You can click on the ‘View Details’ button to see further details about the repair request.

To cancel or reschedule, simply select an option that best matches your reason along with any details into the notes box provided. Here you can suggest an alternative date and time.

You cannot cancel repairs requested by someone else, related to safety or if we have already ordered parts for the job.

What repairs can I request?

Most non-urgent repairs to your home and building can be requested via MyWestminsterHousing. This includes adaptations, communal and external repairs. Please phone us on 0800 358 3783 for help with water leaks or other emergency repairs.

Can I request a repair to a communal area?

Yes, you can request communal repairs via MyWestminsterHousing.

Can I request a repair to other external areas such as patios and balconies?

Yes, you can request external repairs via MyWestminsterHousing.

I am a leaseholder - can I request a repair on MyWestminsterHousing?

Yes, you can request communal repairs including those to communal heating. If your request is about a PVC window, please contact us.

I have an adapted bath, shower or toilet. Can I request for them to be repaired?

Yes, you can request repairs to adapted parts of your home via MyWestminsterHousing.

How many repairs can I request?

There is no limit however you can only request one repair at a time.

Why can’t I add photos?

We are working on adding this feature.

Once I request a repair, do I need to telephone housing services?

No. You will receive a message in MyWestminsterHousing to confirm next steps, if any.

Where is my repair job number?

Once logged into MyWestminsterHousing, click on ‘My repairs’ from the navigation bar on the left-hand side. In ‘My repairs’ you can see repairs for your home and building. Job numbers are listed under the column titled ‘Job number’ and start with the letters HSG.

Can I request an emergency repair on MyWestminsterHousing?

No, please phone us on 0800 358 3783.

Can I request follow up repairs on completed jobs?

No, please phone us on 0800 358 3783.

The contractor did not come to my repair appointment. What should I do?

Phone us on 0800 358 3783.

Why can’t I see the cost repairs?

MyWestminsterHousing is designed to help you access your housing services. It is not a financial or accounting system.

Why aren’t all the repair jobs in MyWestminsterHousing listed for the same period on my bills?

MyWestminsterHousing is designed to help you access housing services. Our billing is managed separately. MyWestminsterHousing is not a financial or accounting system.

How do I dispute a repair charge?

Phone us on 0800 358 3783.

Where can I get more information about my repairs?

Once logged into MyWestminsterHousing, click on ‘My repairs’ from the navigation bar on the left-hand side. In ‘My repairs’ you can see repairs for your home and building. ‘Job Event History’ includes dates and times of appointments with contractors and when the job was completed. For other details, please message us via MyWestminsterHousing and we will respond within one working day.

Appointable Repairs

On the book appointment page pick a suitable time and date, the highlighted appointment will change colour to green.
Then click on the book appointment tab.
Your appointment has now been confirmed and your job number will be listed on the screen.
If you cannot find a suitable appointment date and time, click on the “Next Week tab” this will show the following weeks appointment dates.

If there are no suitable appointment slots available to choose from, click the “No Suitable Time” button. This will raise the repair and a Customer Service Team member will contact you to discuss this repair.

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.