Check your landlordLandlord
Westminster City Council
Also published by the Ombudsman as: City of Westminster Council
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
- 171
- December 2020 to June 2026
- Maladministration found
- 66%
- 113 of 171 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 0
- rulings with this overall outcome. The Ombudsman’s 2025-26 report counts 2 severe maladministration findings (it counts findings, not rulings).
All landlords: maladministration found in 73% of rulings (13,428 of 18,334).
Open the full interactive viewSee, filter and share all 171 rulings.
Formerly
CityWest Homes (1 ruling)
Rulings about former organisations stay under the name the Ombudsman published them under.
Council homes
Council homes were previously managed by CityWest Homes (1 further ruling published under that name).
Status: Brought back in-house on 1 April 2019
Housing companies owned by the council: Westminster Community Homes Limited (5 rulings). It owns its own homes and does not manage the council’s housing.
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.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Maladministration | 62 | 36% |
| Partial maladministration | 51 | 30% |
| Reasonable redress | 29 | 17% |
| No maladministration | 20 | 12% |
| Outside jurisdiction | 7 | 4% |
| Mediation | 2 | 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 | 140 |
| Take Specific Action (non-repair) | 63 |
| Apology | 60 |
| Repairs | 41 |
| Other | 30 |
| Case Review | 17 |
| Policy Review | 17 |
| Staff Training | 17 |
| Process Change | 15 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Repairs (includes damp and mould) | 109 | 70 | |
| Managing Relations | 95 | 73 | |
| ASB/ | 22 | 15 | |
| Moving/ | 16 | 9 | |
| Financial | 10 | 6 | |
| Estate Management | 9 | 6 | |
| Health and Safety (inc. building safety) | 8 | 7 | |
| Information and data management | 8 | 7 | |
| Planned Works | 2 | 2 | |
| Occupancy Rights | 1 | 0 |
A ruling can have more than one category tag. 17 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2020 | 1 | 0 | |
| 2021 | 22 | 8 | |
| 2022 | 33 | 17 | |
| 2023 | 28 | 19 | |
| 2024 | 27 | 22 | |
| 2025 | 42 | 31 | |
| 2026 | 18 | 16 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
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.
This report also covers a group company or predecessor: CityWest Homes (1 ruling).
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 171The 10 most recent of 171 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 24 June 2026Case 202541810 · Flexible TenancyPartial maladministration
What the complaint was about (from the ruling) “The landlord’s handling of the resident’s reports of damp. We have also investigated the landlord’s complaint handling.”
Orders or recommendations: Apology, Compensation, Repairs
- 22 May 2026Case 202528228 · Flexible TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of repairs to the lift at the resident’s block of flats. We have also considered the landlord’s handling of the resident’s complaint.”
Orders or recommendations: Apology, Case Review, Compensation, Take Specific Action (non-repair)
- 21 May 2026Case 202453314 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Complaint.”
Orders or recommendations: Apology, Compensation, Repairs
- 11 May 2026Case 202528849 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The landlord’s: Handling of the resident’s reports of mice and cockroaches in the property. Complaint handling.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 29 April 2026Case 202518190 · Flexible TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Leak and associated repairs. Complaint.”
Orders or recommendations: Apology, Compensation, Other
- 28 April 2026Case 202524395 · LeaseholderMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s request to be reimbursed for the insurance excess following his report of a leak.”
Orders or recommendations: Compensation
- 23 April 2026Case 202526514 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s requests for: Repairs. Dishwasher and washing machine connection points. We have also investigated the landlord’s complaint handling.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 1 April 2026Case 202405157 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about: The landlord’s handling of the resident’s reports of defects in the property. The delay in arranging a traffic management order. We have also investigated the landlord’s handling of the complaint.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 31 March 2026Case 202414277 · LeaseholderReasonable redress
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s reports of leaks. We have also investigated the landlord’s complaint handling.”
Recommendations: Case Review, Compensation
- 9 March 2026Case 202425390 · LeaseholderPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: The concerns about the conduct of staff members. The resident’s requests for reasonable adjustments. The associated complaint.”
Orders or recommendations: Apology, Compensation
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