Make a compliment or complaint
Complimenting us
Have you been pleased with our service? If so, we would be delighted to hear from you. We expect all our staff to provide a consistently high level of service but if a particular service or person has impressed you, then please let us know by completing the compliments form.
Our complaints procedure explained
Service failure
If you are unhappy about a service you have received and wish it to be resolved informally within two working days, please contact your area or the service improvement team on 0207 245 2060 or email serviceimprovementteam@cwh.org.uk.
Stage one complaint
A complaint is ‘an expression of dissatisfaction with our service’
Your complaint will be investigated by the relevant service area and a written response will be sent to you within 10 working days.
If you would like to make a formal complaint you can either contact the service area or the service improvement team on 0207 245 2060 or serviceimprovementteam@cwh.org.uk. Or complete our online complaints form.
Stage two complaint
If you are not satisfied with your stage 1 response, the service improvement team will investigate your complaint at Stage 2. At this stage, there are two options to choose from;
1. A written response from the director of customer services or the director of property and development within 10 working days
2.Or have your complaint reviewed by an independent panel, which will include a resident, board member and the service improvement manager.This would take place within 20 working days of receiving your complaint.
If you want to get involved with our panels and become a resident representative, please contact the service improvement team on 020 7245 2060.
If you remain dissatisfied you can request that your complaint be reviewed at Stage 3 by Westminster City Council. To do this, please contact Deen Olugunna on 020 7641 1911.
You can also make a complaint to the Local Government Ombudsman. They can be contacted on 0300 061 0614 or email advice@lgo.org.uk
CityWest Homes, 21 Grosvenor Place, London SW1X 7EA
email: info@cwh.org.uk Tel: 020 7245 2000
After hours & emergency line: 020 7286 7412
