Independent · not part of Westminster City Council
Westminster City Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Westminster City Council: the repairs phone number and emergency line, and how long the council has to fix it. The council’s own target for routine repairs is 28 working days.
Service update. Westminster says technical problems mean you can’t report a repair through the MyWestminsterHousing portal at the moment. It is still taking repair calls, but they may take longer than usual.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: westminster.gov.uk
Has Westminster City Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Westminster’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Westminster’s emergency line is here.
How to report
Reporting a repair to Westminster City Council
- 01Phone the repairs line. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Westminster misses its own target, complain. You may also be able to claim.
- In personAt a Westminster housing service centre
Emergency repairs
When to call Westminster straight away
Phone Westminster straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours for immediate or emergency repairs, including weekends and public holidays. The number is in Westminster’s repair contacts.
- 01No water at all
- 02No heating in winter
- 03A burst pipe or flooding
- 04Total loss of power, or unsafe electrics
- 05Your only toilet is not working
- 06A ground-floor window or door that can’t be secured
- 07Offensive or racist graffiti
- 08Dangerous glass in doors or windows
What counts as an emergency, from westminster.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Westminster.
Timescales
How long Westminster City Council has to fix it
Westminster’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Westminster’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Immediate | 24 hoursAttended within 2 hours and made safe within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 7 working daysAttended within 7 working days to carry out the repair. | No fixed legal limit unless it’s a hazard |
| Right to Repair | 1 to 7 daysRepairs covered by the Right to Repair rules are done within the legal timescales. | No fixed legal limit unless it’s a hazard |
| Routine | 28 working daysAttended and completed within 28 working days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | A visit to diagnose the problem and book any treatment within 3 working days, a mould wash within 10 working days of the inspection, and the case dealt with within 20 working days, or sooner in an emergency. A follow-up inspection within 3 months. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from westminster.gov.uk and Westminster’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 28 working days ago? That’s past Westminster’s own target. You could claim compensation.
Start your claimYour options
If Westminster City Council doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Westminster for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to the council
This can get the council to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order the council to put things right. In its recent decisions about Westminster, it ordered between £700 and £1,800 in compensation.
How to complain to WestminsterYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to the council
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to the council
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Westminster’s record
How Westminster City Council performs on repairs
Feb 2025: The regulator found Westminster is meeting the consumer standards, with an improving repairs service, good health and safety compliance and better complaints handling.
of Westminster tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Westminster in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Westminster City Council
- How it handled reports of mice and cockroaches in the property.Maladministration
£995 ordered - How it handled repairs to the lift at the resident’s block of flats.Maladministration
£700 ordered - How it handled reports of damp and mould.Maladministration
£1,800 ordered
Sources: Regulator of Social Housing judgement, 26 February 2025; Westminster tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Westminster City Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Westminster City Council repairs: questions
What is Westminster City Council’s repairs number?
0800 358 3783. Open 24 hours for immediate or emergency repairs, including weekends and public holidays.
What is Westminster City Council’s emergency or out of hours repairs number?
0800 358 3783 (Repairs line). Open 24 hours for immediate or emergency repairs, including weekends and public holidays.
How long does Westminster City Council have to fix a repair?
Its own targets run from 24 hours (immediate) to 28 working days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Westminster City Council tenants?
Since 27 October 2025, the council must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Westminster’s own damp and mould commitment: A visit to diagnose the problem and book any treatment within 3 working days, a mould wash within 10 working days of the inspection, and the case dealt with within 20 working days, or sooner in an emergency. A follow-up inspection within 3 months.
How do I complain about a repair to Westminster City Council?
Complain to the council first, online. Acknowledged within 5 working days, with a reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Are there any problems with Westminster City Council’s repairs service right now?
When we last checked (5 October 2026), Westminster said: Westminster says technical problems mean you can’t report a repair through the MyWestminsterHousing portal at the moment. It is still taking repair calls, but they may take longer than usual. The other ways to report are in Westminster’s repair contacts on this page.
Can I claim compensation from Westminster City Council?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Westminster City Council for you. It’s free to check.
Start your claimIs Report Repair part of Westminster City Council?
No. Report Repair is independent and not part of Westminster City Council or any council or housing association. We show Westminster’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What the council has to fix, by problem
Not Westminster?
Other landlords in London
- Barking and Dagenham Council repairsCouncil
- Barnet Council repairsCouncil
- Brent Council repairsCouncil
- Hackney Council repairsCouncil
- Islington Council repairsCouncil
- Lambeth Council repairsCouncil
- Southwark Council repairsCouncil
- YMCA St Paul’s Group repairsHousing association
Reported a repair to Westminster City Council and still waiting?
About 2 minutes. No documents. Free to check.