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CityWest Homes
Name shown exactly as the Ombudsman publishes it. If this landlord has merged or changed its name, older rulings may be listed under a former name.
Key figures
- Rulings published
- 1
- September 2021 to September 2021
- Maladministration found
- 1 of 1
- ruling with severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 0
- the Ombudsman’s most serious finding
All landlords: maladministration found in 73% of rulings (13,428 of 18,334). With fewer than 10 rulings we show counts, not a percentage: one new ruling can change the picture a lot.
Open the full interactive viewSee, filter and share all 1 ruling.
Now part of Westminster City Council
- Westminster City Council · ALMO brought in-house · 1 April 2019 · source: insidehousing.co.uk
Rulings published under CityWest Homes stay listed under that name. Rulings under the current name are on Westminster City Council’s page (171 rulings).
Council homes
CityWest Homes managed council homes on behalf of Westminster City Council.
Former ALMO that managed Westminster City Council's housing stock (tenanted and leasehold). CityWest Homes Limited (04383394), SIC 68320, registered office Westminster City Council, 64 Victoria Street.
- Status
- Brought back in-house on 1 April 2019
- Homes managed
- 21,000 homes · as at 21 September 2018
Where this figure comes from: No primary figure from the ALMO period could be opened (Westminster committee PDFs returned server errors). Local press (Westminster Extra, 21 Sep 2018): 'more than 21,000' properties managed, tenanted plus leasehold. Current primary figure for comparison: RSH (26 Feb 2025) 'Westminster CC ... owns around 12,000 homes' (social rented). - The council’s own rulings
- Westminster City Council: 171 rulings published under the council’s name
Combined total of separately published rulings
- rulings published under Westminster City Council or CityWest Homes
- 172
- maladministration found (severe, maladministration or partial)
- 66% (114 of 172 rulings)
- severe maladministration
- 0
The Ombudsman publishes these rulings under separate names. We add them up here; no ruling is counted twice.
Sources: westminster.moderngov.co.uk · themj.co.uk · westminsterextra.co.uk · gov.uk · find-and-update.company-information.service.gov.uk
What the Ombudsman decided
| Outcome | Rulings |
|---|---|
| Partial maladministration | 1 |
“Maladministration found” on this site means the first three outcomes: severe maladministration, maladministration or partial maladministration. What these words mean.
Orders or recommendations
Number of rulings with each tag. The Ombudsman’s archive uses one tag for both orders and recommendations, and one ruling can have several. Where the outcome was reasonable redress or no maladministration, they are recommendations.
| Tag | Rulings |
|---|---|
| Compensation | 1 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| ASB/ | 1 | 1 | |
| Managing Relations | 1 | 1 |
A ruling can have more than one category tag.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2021 | 1 | 1 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
These figures are for Westminster City Council, whose homes CityWest Homes managed.
Why the home counts differ: the Ombudsman counts homes owned or managed under its jurisdiction, including leasehold homes. The Regulator counts social homes owned.
Housing Ombudsman, 2025-26
Figures from the Ombudsman’s 2025-26 report on this landlord.
1 April 2025 to 31 March 2026. Counted by finding, not by ruling.
20,888 homes owned or managed under the Ombudsman’s jurisdiction, 31 March 2026
These per-1,000 figures are the Ombudsman’s own, for 2025-26. “Cases” counts all the cases the Ombudsman dealt with about this landlord, not only the determinations below.
- Determinations (cases decided)
- 62
- Findings
- 151
- Maladministration findings
- 80
- Maladministration rate (share of findings)
- 55%
- Severe maladministration findings
- 2
- Compensation ordered
- £41,905
Name in the Ombudsman’s report: City of Westminster Council.
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
12,429 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 83%
- Stage 2 answered on time
- 71.8%
“On time” means within the Complaint Handling Code timescales. Medians from the Regulator’s 2024/25 headline report. Contains public sector information licensed under the Open Government Licence v3.0.
Name in the Regulator’s data: City of Westminster Council.
The landlord’s own satisfaction results page (may now show 2025/26 figures)
Latest rulings
See and filter all 1The single most recent of 1 published ruling. Each links to the full ruling on the Ombudsman’s website.
- 30 September 2021Case 201806551 · Flexible TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s reports of: Anti-social behaviour (ASB) at the property. Staff conduct. The landlord’s complaint handling and communication.”
Orders or recommendations: Compensation
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