Westminster City Council: Managing Services During a Cyber Security Incident Overview of Incident Response: Learn how Westminster City Council is effectively navigating and managing its services in response to a recent cyber security incident. Crisis Management Strategies: Explore the proactive measures and strategic actions employed by the council to safeguard its operations and protect sensitive data during this critical time. Service Continuity Plans: Understand the robust service...
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Westminster City Council is currently addressing a significant cyber security incident that emerged on November 24. The council is focused on restoring services while prioritizing critical operations for the community. This article outlines the current status of services and offers guidance for residents and businesses navigating this challenging situation.
As of January 14, 2026, the council has made progress in maintaining essential functions. However, some services remain temporarily affected due to ongoing cyber challenges.
Contacting the council
The contact center is fully operational and ready to assist residents during this adjustment period.
The main contact center operates from 9 AM to 5 PM on Monday, Tuesday, Thursday, and Friday, and from 9 AM to 4 PM on Wednesdays. For housing inquiries, the housing contact center is available from 8:30 AM to 5 PM on weekdays and until 4 PM on Wednesdays.
Residents should expect longer wait times for support. The council is actively working to enhance its capacity to serve the public efficiently. For urgent matters, individuals can call the general inquiries number at 020 7641 6000, while housing-related issues should be directed to 0800 358 3783.
Digital services and reporting issues
While some digital services are operational, limitations exist. A chatbot is available on the council’s contact page for general inquiries but cannot connect users to a live agent. Additionally, the Report It service has some functionalities temporarily suspended. Residents are encouraged to visit the official webpage for alternative reporting methods.
Payment information
The council is aware of technical difficulties affecting Direct Debit collections for rent and service charges. For January, these payments will not be processed. Residents are advised not to cancel their Direct Debit arrangements, as any missed payments will be adjusted over the remaining months of the financial year without incurring double payments.
Although officers are currently unable to accept telephone payments, residents can still use the automated telephone line at 0203 772 2602 and select Option 3 for payment processing. Other unaffected payment methods include standing orders, bank transfers, and payments made at local Post Office branches using council-issued payment cards.
Planning applications and local support
Planning applications can still be submitted via the Planning Portal, with manual processes in place to ensure applications are validated and advanced. Decisions on applications not requiring public consultation are being made, while those that do will be processed once systems are restored. Residents can refer to the Planning Service Response FAQs page for further assistance.
Unfortunately, due to technical difficulties, local support payments cannot currently be processed. Residents facing crises and receiving welfare benefits are directed to contact the Department for Work and Pensions for assistance with budgeting loans or advance payments.
Community services and other updates
Ongoing issues with the online booking system for community halls have led to a temporary halt on new bookings. Existing reservations will proceed as planned, but refunds for deposits may face delays.
The certificate ordering system for births, deaths, and marriages is also currently offline. During this maintenance period, individuals must reach out to the General Register Office for any necessary certificate orders.
Children’s services and school admissions
Online referrals for children’s services are once again being accepted. For any issues regarding the submission of referrals, residents can contact the council directly at 0207 641 4000. Meanwhile, the online application form for in-year school admissions is unavailable, prompting applicants to submit paper forms instead.
With these adjustments in place, Westminster City Council is committed to maintaining service continuity during this disruption. Residents are encouraged to remain patient as the council works toward restoring all functionalities.
