In this section
- Freedom of Information
- Our performance
- Media contacts
- Equalities
- Useful links
- Working for us
-
News
- A fresh makeover for Dufours Place
- A new beginning for the Westminster Muslim and Bangladeshi Association
- A wrapped up deal for pensioners
- Another great year for the Westbourne Park fair
- Are you bothered by noise?
- Awards night for the construction youth trust
- Biryani bake off shows Church Street’s competitive spirit
- Bogus telephone callers offering money off bills
- Brightening up Church Street
- Bulbs help brighten up Queens Park
- CWH gets bronze for customer services benchmarking
- Changes to our complaints process
- Changes to tax credits – are you affected?
- Changes to the right to buy scheme
- Christmas treat for Vale Royal residents
- Church Street compact updated!
- Church Street estate office is getting a makeover
- Church Street greets Santa
- Churchill Gardens boxing club welcomes a VIP
- CityWest Homes and Microsoft UK join forces to give Pimlico estate a makeover
- CityWest Homes and Starbucks give Churchill Gardens a makeover
- CityWest Homes call centre celebrates one year anniversary
- CityWest Homes finalist in prestigious London Excellence Award
- CityWest Homes goes for gold
- CityWest Homes has been nominated for a TPAS award
- CityWest Homes join national green group
- CityWest Homes shortlisted for ALMO of the Year
- CityWest Homes signs up to new ASB charter for housing
- CityWest Homes’ resident nominated for tenant of the year in TPAS awards
- Clean sweep for cleaners
- Coffee and chat at Lillington
- Come and celebrate 125 years of QPR at St Judes Hall
- Delays to yearly service charge estimates
- Digital engineers to help over the weekend
- Digital switchover
- Do you have a great neighbour?
- Do you want to get involved? Be part of our new complaints sounding board
- Doors open for youngsters in Queens Park
- Festival Fever on the Fisherton Estate
- Fire risk warning - Beko fridge freezers
- First new council homes built in Westminster for 30 years
- Fisherton Street Nursery Turns 21!
- Football legend joins the community to celebrate 125 years of QPR
- Former Olympian and London Marathon co-founder opens new sports pitches
- Games night for Queens Park locals
- Garden party launch for Local Management Agreement
- Get a repairs fix at our surgery on 6 October
- Glasgow House reception area hosts coffee morning
- Golden Oldies take tea with the Lord Mayor
- Great Communities Day 2011
- Green fingers get to work on London estate
- Grosvenor and Regency estate prepare for a royal wedding on their doorstep
- Guests pay a visit to our Retrofit home
- Guidance for residents on storage of petrol
- Hallfield has a whole lot of fun
- Happy 100 Birthday Mr. Lawrence
- Health improvement days – Join us for your free health check
- Housing survey- important information
- Important update on our housing management survey
- Learn to make your own window box!
- Lessee surgeries
- Lillington and Longmoore residents invited to take part in management plan
- Lillington and Longmoore wave the Green Flag Award high for the fifth year in a row
- Lisson Green road management to change
- Lisson Green sports pitch gets a makeover
- Little Venice estate office moves to the refurbished Warwick Community Hall
- Little Venice office moves
- Local resident Sue Walsh scoops prize at the NFA Awards
- Local residents tuck in at the Big Lunch
- London is opening hidden doors
- Look out for our housing management survey 2012 coming to your door step soon
- Maida Vale goes Latin for the day
- Maida Vale leaps into action
- Maida Vale tucks in to a festive feast
- Making big changes for a better service
- Marie Froggatt makes us proud
- MozART reveals some new talent in Queens Park
- Mozart estate is alive with the sound of music
- Mozart gets a makeover from CityWest Homes and Pinnacle PSG
- Mozart's green fingers humming along
- New lifts are a hit!
- Newly refurbished Warwick Community hall gets set for official opening
- One Stop Services in Westminster are changing
- Online payments now available
- Our Christmas opening hours
- Our residents open their doors to a special guest
- Pampered pooches have the X Factor
- Parade your pooch at the Dog Factor
- Parents tell it in Queen's Park
- Pinner Court gets a new look makeover
- Queens Park youths scoop five awards
- Read all about it - CityWest News out now
- Residents step out in Queen’s Park
- Residents’ Voice conferences begin in Westminster
- Right to buy scheme
- Safety advice after incident at Mozart estate
- Safety advice to residents
- Satisfaction with our service increases
- Secure your window boxes this winter
- Service charge accounts
- Share your views on our service by filling in our housing management survey
- Soho leaps into action
- Solar panel project suffers set back
- Solar panels are here
- Solar panels ready to power Westminster
- Something to shout about: Noise Action Week 23-27 May
- Spring hosepipe ban announced for London
- St Johns Wood enjoys a Christmas tea party
- St Jude’s gets a makeover thanks to the community chest
- Still time to enter our competition
- Sue Walsh makes us proud!
- Sunday Times give CityWest Homes best company nod
- Supporting National Tree Week
- Sweet success for Lillington and Longmoore estate, Pimlico
- Tenants service charges error
- The BBC visits Churchill Gardens
- The art of gardening in Queen's Park
- The doors have opened to a Retrofit Future
- Thrilled to get a silver Investors in People award
- Top marks for our repairs service
- Tweeting live from the frontline
- Tweeting live from the frontline, 18 May
- Tweeting live from the frontline, 28 March
- Using cutting edge technology to tackle overcrowding
- Volunteers give Mozart estate a fine-tune
- Water restrictions - Hose pipe ban now in force
- We have 200 followers- and counting
- We take over management of Circle 33 properties
- Westbourne Park staff leaps into action to prepare for spring
- Westminster City Council wants to consult with you regarding the renewal of CityWest Homes contract
- Westminster wins landmark case against subletting cheat
- We’re back on the list- and this time we’re 18
- We’ve been shortlisted for a Sustainable Housing Award!
- We’ve been shortlisted for not one, but two, NFA awards!
- Young people help CityWest Homes kick off its 10th birthday celebrations
- Your conference, your voice
- Youth bus big success in its first week
- ‘Grow Your Own’ scheme helps mark Beethoven Centre’s 10th Birthday
- Our board
- Company overview
Changes to our complaints process
Since we became an ALMO in 2002 we have followed Westminster Council’s complaints process as part of our management agreement.
We have had lots of success in reducing the number of complaints we have received and resolving your complaints as quickly as we can. In fact, this year we obtained accreditation from Housemark for the way we handle complaints.
Westminster Council is currently in the process of changing their complaints process to two stages so this is an ideal time for us to also make changes and the Council have given us the go ahead to pilot our own complaints process for a trial period of six months.
We see the new process having just two formal stages, both which will be managed by CityWest Homes. If after stage 2 you still remain dissatisfied you can make a complaint to the local government ombudsman. There will no longer be a third stage dealt with by Westminster council.
We have lots of ideas about how the new process will work but would also like to hear from you our residents if you have any views or ideas. For example, do you think the current stage 2 panel works well? Do you think your complaint gets responded to quickly enough? Please contact the service improvement team on 020 7245 2060 or email serviceimprovementteam@cwh.org.uk.
The new process will be going live shortly and we will keep you updated.
CityWest Homes, 21 Grosvenor Place, London SW1X 7EA
email: info@cwh.org.uk Tel: 020 7245 2000
After hours & emergency line: 020 7286 7412
Copyright CityWest Homes © 2011
