Citywest Homes- How to complain

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Service failures and complaints

We want to know when things go right and we also want to know when things go wrong. This helps us to identify mistakes so that we can improve the service offered to residents.

How to complain

You can raise concerns using any of the following methods:

At the estate office
Email serviceimprovementteam@cwh.org.uk
Contact us by letter or in person
Telephone the complaints hotline on 020 7245 2060
Fax the complaints team on 020 7245 2062

The complaints procedure explained

We have changed the way we handle service failures and complaints. This is to ensure that the focus is on resolving the problem as quickly as possible.

Details of how we will handle your concerns are below:

First Contact

If you feel that some part of our service has failed, the first thing you need to do is to contact the area responsible for providing the service. This is usually the estate office. If your complaint is about another Council issue, contact the relevant department at Westminster City Council.

Stage 1

If it is not possible to resolve the service failure within 2 working days and you would like to escalate your concern, please contact the area responsible for providing the service.

Your complaint will then be investigated by the contract manager and a resolution and written response will be provided within 10 working days.

Stage 2

If you remain dissatisfied you can escalate your complaint to Stage 2. To do this you should contact the CityWest Homes Service Improvement Team

Telephone: 020 7245 2060
Email: serviceimprovementteam@cwh.org.uk
Address: Complaints team, 21 Grosvenor Place, London, SW1X 7EA

At this stage you will be offered the choice of either:

1. Having your complaint investigated by the Director of Customer Services or the Director of Property and Development. If you choose this option a resolution and a full written response will be provided within 10 working days

2. Alternatively your complaint can be reviewed by an appeals panel which will include a resident and/or board member as well as officers from CityWest Homes and the Corporate Complaints Manager from Westminster City Council. If you choose this option a resolution will be offered within 20 working days. This will be followed by a written summary within 5 working days of the panel hearing.

Stage 3

If you remain dissatisfied you can appeal to the Chief Executive of Westminster City Council. To do this you should contact Westminster City Council's corporate complaints team:

Telephone: 020 7641 1911
Address: Corporate complaints team, Policy and Communications, 16th Floor City Hall, 64 Victoria Street, London, SW1E 6QP

You should receive a written response in 15 working days.

You may also contact the Local Government Ombudsman

How will we put things right?

There are a number of things we can do to put things right. We can:

Offer an apology
Carry out repairs
Review an earlier decision
Review our procedures

If we find that you have been disadvantaged in some other way, either by the cause of your complaint or in pursuing it, we will consider paying you compensation.

Improving the complaints service

If you have recently received a response to a complaint we would be interested to hear your experience of the service. Please complete the survey attached:

Complete a Complaints Survey