Reshaping of Housing Solutions Services

Demand for housing in Westminster is at an all-time high with one in fifty Londoners currently homeless, and limited options available. To address the increased demand, Westminster City Council is taking the opportunity to make a significant change to parts of its housing services so that the council is better placed to support those in need. 

From April 2025, the council will bring elements of the Housing Solutions Service (HSS) which serves as a gateway to those seeking support and advice, into direct Council control. For the past 20 years, the service has been provided externally, but with the contract ending and unprecedented demand and complexity of need from people facing homelessness, the council has decided to take the opportunity to redesign its service.  

The HSS has seen a 302% increase in homelessness applications and a 126% increase in duty acceptances from 2017 – 2024. This unprecedented level of demand has placed incredible pressure on the current service, and it has become clear that a new way of operating is needed to ensure a continued high-level of service.  

By bringing the parts of HSS in-house, the council will be able to redesign key elements of the service with residents and service users to effectively meet their needs through more community-based and person-centered support. In-line with the council’s work to deliver a Fairer Westminster, the commitment to have responsive and empathetic housing services is also underpinned by revisions to its Allocations Policy, the development of a new Homelessness and Rough Sleeping Strategy and it’s temporary accommodation acquisitions programme.  

Many of the hardworking and dedicated staff currently delivering these services will become employees of the council. Due to the scale of the change the council will work with the current provider to ensure staff are supported through this transition.  

Councillor Liza Begum, Cabinet Member of Housing Services said: “We are pleased to bring parts of this service directly under the council’s remit. We know that many of our residents will face unique challenges and by changing our services in this way, we’ll be able to respond earlier and provide solutions that address their specific needs.”