CityWest Homes to transform customer services

CityWest Homes is changing the way it delivers services to residents to improve, modernise and simplify customer services. The changes follow an independent review into customer services, which showed low usage of estate offices. Ninety four percent of resident contact about housing issues is by telephone or email.

Services are being redesigned to focus on a new and larger contact centre and more online services to deliver a more efficient service to more people. Twenty seven additional staff to a total of 42 will move into a new contact centre, CityWest Connect, where specialist teams will be in place to resolve the majority of queries on the first call. It will provide a single point of access for all resident queries.

New online services such as ordering repairs and managing rent or service charge accounts will be available later in the year.

As part of the changes, frontline services currently available at six estate offices are due to be replaced by regular drop-in sessions at community locations such as older peoples’ hubs and other local venues. They will be delivered by on-the-ground housing management services, who will continue to provide a point of human contact for housing needs and be available for local housing and estate management issues. The team will be based at one of four Area Service Centres and be out and about on estates even more.

The times and venues for these sessions will be shaped by residents in a series of meetings and workshops to ensure they best meet the needs of local residents in each part of the city. The first phase of this local engagement will begin in April.

The estate offices affected by the proposed changes are St. John’s Wood, Paddington Green, Little Venice, Lillington and Longmoore, Westbourne Park and Church Street.

More home visits for vulnerable residents who are unable to get out of the house or who don’t have internet access also form part of the plans.

Face-to-face services will continue from four Area Service Centres at Lanark Road, Lilestone Street, Lupus Street and Westbourne Terrace, through which people can access their local teams and services.

Up to 60% of queries currently reported via estate offices are passed on to other teams to resolve, and will be resolved quicker and more efficiently by telephone.

The proposed changes to estate offices are due to be in place by June and September this year.

Jonathan Cowie, Chief Executive of CityWest Homes, said: “Improving our customer services whilst retaining frontline services for those who need them most is our priority. By changing the way we deliver customer services in line with how people prefer to contact us will ensure a better and more efficient service for more people.

“We know it’s important for people to have a point of human contact for their housing needs and will continue to offer this through our local teams, but from different locations including community venues in line with the requirements of local people and our four Area Service Centres.”

Residents had the opportunity to find out more about the proposed changes to the way services are delivered at events held across the areas.

To find out more or to feedback on your priorities for housing services, please visit

For further press information please contact Claire Appleby at CityWest Homes on 020 7245 2542 or email

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