25 More Nightmare stories from City West Homes


In January 2018, Westminster Labour Group unveiled a dossier of ’20 Nightmare Stories from City West Homes’. The reaction to this from tenants and leaseholders has been overwhelming, with many more ‘nightmare stories’ coming to light from all over Westminster.

Residents are angry with the very poor performance of City West Homes, particularly following the recent debacles over the new call centre and the repairs contract.

So, today, in March 2018, we are releasing details of ‘25 More Nightmare stories from City West Homes’. These 25 stories tell tales of:

  • Continued long waits on the telephone to report problems to the CWH call centre
  • Failure to deal with emergencies quickly
  • Lack of communication between CWH and its tenants and leaseholders
  • Poor communications between CWH and its contractors
  • Failure of CWH to return calls from tenants and leaseholders
  • Broken appointments by CWH contractors

Labour Councillors have reported all these stories to CWH and many of them have now been resolved by CWH, much to the relief of those tenants and leaseholders affected.

Councillor Adam Hug, Leader of the Labour Group, said:

“What these 25 nightmare stories show clearly is that City West Homes is a failing organisation and only a radical overhaul of its management, its priorities and operations will bring the service improvements needed by its 22,000 tenants and leaseholders. Only Labour is pledged to deliver that necessary radical overhaul.

Thursday 3rd May will be a referendum on City West Homes and Westminster Conservatives’ failure to provide a proper and efficient housing service to its 22,000 tenants and leaseholders.”

Councillor Tim Roca, Labour Housing and Planning spokesperson, said:

“Tenants and leaseholders are sick to the back teeth with the performance of City West Homes, which has lurched from bad to worse in recent months. Labour has a positive plan to turn it around and will put the final say on what happens to CWH, back in the hands of tenants and leaseholders – where it belongs. The choice on Thursday 3rd May is between more of the same or beginning the process of changing housing in Westminster for the better”.

You can read 25 More Nightmare stories from City West Homes

Labour’s Five Point Plan for City West Homes 

  • From day one, Labour will take action to end the repairs crisis and improve the way City West treats residents.
  • We will re-establish local estate offices
  • We will urgently look at further ways to improve the failing call centre system.
  • We will give residents a greater say over how City West Homes is run.
  • We will introduce a new leaseholders’ charter to improve support to resident leaseholders and limiting huge major works bills