Leasehold Charter
Our Leasehold Charter brings together the standards we are committed to achieving, and which residents can expect from us. It aims to improve the transparency and accountability of our services for leaseholders.
The Charter sets out the services Westminster City Council will provide, and what we expect from you as one of our leaseholders.
The Charter includes pledges on how we will:
- Provide excellent customer services
- Ask for your views on our services
- Provide accessible information
- Look after your building
- Provide comprehensive repayment plans
- Provide value for money
The Charter has been developed in collaboration with our resident panel and through feedback from our resident consultation.
Implementing the charter
We are working to improve how we deliver on these pledges through changes across our housing service, including a new repairs policy, significant changes to our customer services and repairs processes, new teams at our call centre, and additional training for staff. We will regularly review our performance against the Charter and let you know how we are doing, using housing performance data and feedback from residents.
Read the Charter
More information
If you would like to ask a question, give feedback on the Charter, or request the Charter in another language, please get in touch with us on [email protected] / 0800 358 3783
