You will need to download the free Adobe Reader from Adobe's website to view the PDF documents in this section.
Further information
Telephone: 020 7245 2222
Fax: 020 7245 2338
Textphone: 020 7245 2063
customerexcellence@cwh.org.uk
customerexcellence@cwh.org.uk
We want our services to be the best and are planning some
changes to the way we provide housing services to
you.
We are working on a number of changes between now and 2011
which we hope will transform your experience when you phone us,
visit our offices or contact us online.
This page tells you about progress on the Customer Excellence
programme and gives you more detail on:
- Our proposals
- Survey - feedback
- Your views - focus groups
- Frequently asked questions
- What happens next?
We have used information from surveys, focus groups and
feedback from residents' associations to get an idea of what our
customers like and dislike about our services.
These are our proposals for a better service:
1. Setting up a centralised repairs
service to deal with all repairs.
2. Dividing Westminster into four areas: South, Central, West
and North. Each area would have an Area
Service Centre offering a wide range of expert services and
more power to make decisions locally.
3. Providing a mix of general housing and community services from
our current estate offices.
4. Improving the use of
technology to deliver more effective
services.
To find out more about our proposals you can read
our Customer Excellence
Fact Sheet 
or regular updates in CityWest
News .
Back to
top
Survey - feedback
In December 2008 we sent every resident a survey and received
over 1400 responses.
We'd like to say a big thank you to everyone who filled in the
form. We received lots of valuable comments on
our proposals which we shall use to build up the specification for
future services.
Below is a summary of the headline results:
- 72% of residents who responded agreed with this proposal to set
up a central repairs team to deal with all repairs across
the city.
- 71% of those who responded agreed with the proposal to create
four management areas in Westminster : South, Central, West
and North.
- 72% of residents who responded said they agreed with the
proposal to set up four Area Service Centres
with specialist advisors delivering expert
services eg. dealing with debt advice or tackling antisocial
behaviour.
- We want to retain all of our estate offices for face
to face contact. We plan to offer a mix of
traditional housing services as well as major works, estate
services, and in some places local community
services. 74% of residents agreed with this
proposal.
- 49% of residents agreed with the proposal to have more on-line services such as viewing rent statements or service charge statements.
We have also held a number of focus groups in January and
February to look at our proposals in more detail. Focus
groups have been held in the four proposed management areas, both
during the day and early evening.
If you were unable to make a focus group, but have a question
or comment please let us know by calling 020 7245 2222, fax 020
7245 2338 or e-mail customerexcellence@cwh.org.uk
Below is a summary of some of the key questions to come out of
the survey responses and focus groups that we have had
already:
Where will the repairs team be
based?
The team will be based in Westminster as it's important that
our staff have local knowledge and understand the
area.
Is this a cost cutting exercise, meaning poorer
services?
No, creating 4 management areas will help us make better use
of existing resources and to run services more
effectively. We also plan to make more decisions
locally, rather than at HQ.
Will I be able to visit my estate office as
usual? Yes, our estate offices will continue
to provide a full housing service.
Where will the area service centres
be?
The Churchill Gardens estate office, the
Distributed Street Properties office and the Mozart / Queens Park
estate offices could become Area Service Centres and we plan to
carry out improvements to them between 2009 and
2011. We are working with the City Council to
find a suitable office in the Church Street area to form the
4th Area Service Centre.
What services will you offer at the area service
centres?
We intend to provide a housing management service plus
more expert housing services across the area.
Those services would be decided locally according to local need but
may include dealing with anti-social behaviour, welfare benefits
and money advice services
Will I have to travel further to visit an
office?
Not unless you want to! You could continue
to visit your local estate office or if you need more expert advice
from staff at an area service centre you could visit that office or
telephone or arrange a home visit.
I don't have a computer
On-line services would supplement services rather than replace
them. You will still be able to visit an office
and talk to someone face to face or write or phone us.
If you have any other questions, please let us
know!
We are aiming to reach agreement regarding our proposals by
May 2009.
We shall then start work on the detail of how housing services
are delivered in each area. We hope to involve
local residents in developing those plans over the year through
focus groups, questionnaires and special project
groups.