Westminster Labour Councillors have published a dossier of ’20 nightmare stories’ from City West Homes’, based on the experiences of CWH tenants and leaseholders over the past few months.
All have been reported to CWH for action and some problems have now been resolved – but only after a Labour Councillor has intervened.
Labour Councillor Paul Dimoldenberg said:
“This is not the way to run an organisation responsible for 12,500 tenants and 10,000 leaseholders.
How many more similar stories of incompetence and neglect go unreported because the tenant or leaseholder has not been able escalate the problem by reporting it to a Labour Councillor?
City West Homes is in need of a radical overhaul and Labour is pledged to do this following the May Council elections.”
Examples of the ‘20 nightmare stories’ are:
Aquila Street, St John’s Wood
I live in Aquila Street and I have repeatedly asked them to fix a common area issue – a leak on the stack pipe. I’ve worked in numerous industries and roles and I have never seen this level of incompetence in dealing with a repair.
I’ve reported the issue two years back and for a host of reasons it’s never been done. This morning I’ve asked for an emergency repair as the pipe was (still is) leaking heavily, so much so that it requires me to change buckets and towels every hour or so to avoid flooding my kitchen. I’ve repeatedly been told since 2pm that someone will attend – initially before 5pm, then 8pm, then “maybe attend”.
I have two children under 5 – and this leak is next to the electrics for my apartment. I do not feel safe for myself, my family and frankly for the rest of the block. I do not really know what else I can do – I have probably spent quite a few hours on the phone with them.
Queen’s Park Estate
I’ve been trying to get this resolved for almost 3 months, I’m copying you into a complaint I put into City West Homes. Since submitting this complaint I have phoned 3 times to City West Homes, phoned the contractor twice and submitted at least 4 emails and another complaint form for them not responding. I can’t wait on the phone lines any more, it takes hours of your life and nothing gets resolved. There’s no way to actually phone a complaint in or to speak to anyone directly without going through the automated menu to complaints. I’ve spent hours on this and I also left four messages for XX that he hasn’t responded to. I don’t know how to get resolution to this. I just want the shelf back in my kitchen, I can’t actually get to speak to anyone and every email gets an automated response saying they’ll respond in seven days and then it’s ignored.
Martlett Court, Covent Garden
A lady, with a number of illnesses, looks after her very fragile mother in this flat. She has been trying to get CWH to fix lots of things, like windows, frames, doors, in short, things that in this weather directly affect her own and her mother’s health. She has been communicating many times, for many months (years?) with CWH and Westminster call centres, contractors came round to inspect the bits and pieces, but no remedial work has been carried out.
See the full dossier here CWH Nightmare stories
See Andrew Murray’s ‘State of Soho’ blog, “What is wrong with City West Homes?”