Westminster City Council is set to implement 'transformative' changes to its housing repairs and maintenance services, placing residents at the heart of the process.

The council's Cabinet convened on Monday 17 November 2025, to discuss and approve a new Strategic Alliance Framework for future service delivery. This framework aims to overhaul how housing repairs, maintenance, and major works are managed, with a strong emphasis on resident experience, sustainability, and collaboration. The proposed framework marks a significant shift from the current contract model, prioritising shared practices and close collaboration between all parties.

Councillor Liza Begum, Cabinet Member for Housing Services, introduced the report, highlighting that the programme is at the heart of the council's commitment to Westminster's residents. She noted that since the launch of the housing improvement programme, the council has made significant strides in improving the quality and consistency of housing services, and that the journey has been guided by the voices of residents, whose feedback has shaped every step taken.

The current Term Partnering Contracts (TPC) are set to expire in 2027. The new Strategic Alliance Framework will be underpinned by the Framework Alliance Contract (FAC-1).

Key features of the new approach include:

  • Resident Involvement: Residents will be part of procurement working groups, shaping specifications and evaluating tenders. The new strategic alliance will formalise resident involvement in governance and oversight, ensuring their voices drive service improvements. The council's Resident Engagement Summary Action Plan details how the council will ensure resident involvement is representative of Westminster's diverse demographics.
  • Clear Standards and Monitoring: The new contracts will set clear standards for contracted performance with robust monitoring and transparent reporting. Residents will have a direct role in holding the council and its partners to account.
  • Locality-Based Operating Model: Increasing co-working between repair staff and neighbourhood offices to ensure local teams understand the needs and priorities of residents on each estate. This collaborative approach aims to ensure local teams understand the needs and priorities of residents on each estate.
  • Sustainability: Contracts will help deliver the council's net zero goals with requirements for low carbon technologies, green supply chains, and local employment opportunities. The council is committed to making homes more energy efficient and supporting apprenticeships and training for Westminster residents.
  • Collaboration and Innovation: The strategic alliance model fosters collaboration and innovation amongst contractors, suppliers, and the council by sharing best practice and data.

Councillor Ryan Jude, Cabinet Member for Climate, Ecology, Culture and Air Quality, praised the climate implications of the plan, noting the work done on almost 1000 housing units in the last three years.

Councillor Adam Hug, Leader of the Council, emphasised the importance of a single view of the customer and the problem, so that issues can be resolved correctly the first time. He also highlighted the need to ensure the contract's not letting them for 10 years, which was a major error in the past that is being corrected by this model.

The Cabinet approved delegating authority to the Executive Director of Housing & Commercial Partnerships, in consultation with the Cabinet Member for Housing Services, to approve the procurement strategies for each contract and take any necessary steps to implement the Strategic Alliance.