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Westminster City Council publish Housing Services Report for 2019-21

Housing report main image

Published: 9 November 2021

Westminster City Council has published its report for housing services from 2019-2021, two years on from reacquiring direct management of Westminster’s housing services.

The report details how the council’s housing team has been and continue on a journey to deliver the highest possible standards of accommodation for our residents; to ensure our homes are safe, warm and comfortable, and that our estates are clean and thriving.

It describes the journey of how we plan to continue this journey to improve homes in Westminster by supporting our diverse communities, investing sensibly in our future, and working towards a zero carbon future.

Key points from the report

  • 100% of homes have up-to-date fire assessments
  • 89% of respondents are satisfied with the way their calls to the contact centre have been handled and 65% of calls have been answered within 30 seconds.
  • 80% of our homes are now connected to full-fibre broadband (up from 30% in 2018/19. Westminster is now London’s most connected borough)
  • 95% of all repairs undertaken are completed within the target timeframes
  • 73% of respondents said they are satisfied that we provide safe and secure homes (up from 71% in 2020)

One resident, Samra, from Westbourne Park, was delighted with the swift action taken by the council when she reported an issue.

She said: “We had problems with both condensation and mould at the same time. So the Mould Busters service put in new extractor fans, and even though you can’t really see them they bring so many benefits. The guys who carried out the works were amazing too, I really was impressed by their service. They helped us to decide what to do about the problem and I have never regretted it. Our life is much healthier, and I wish more people would use the service.”

Improvements for the future

  • 20,000 new homes will be delivered by 2040, of which at least 35% will be affordable
  • We will develop a new approach to waste management, designed to reduce waste, recycle more, boost food waste recycling and minimise emissions from our collection services.
  • We are trialling smart homes technologies including sensors to detect water leaks, fire door issues and dampness, drones to inspect roofs, digital noticeboards and smart tagging for monitoring repairs and assets.

Cllr David Harvey, Westminster City Council Cabinet Member for Housing Services, said:

I’m very pleased with the feedback from our residents and proud of what we have all accomplished these past two years, particularly during such testing times. Our housing services team have answered half a million calls and have worked extremely hard to help and improve the lives of our tenants and leaseholders to ensure they live in high-quality, safe and comfortable homes.

This is still a journey of improvement and we will be continuing to invest in our services to make sure any issues raised are dealt with quickly and effectively. Our residents are at the heart of all of our services and we will always make sure we do everything we can to deliver the highest possible standards.