Delivering Better Customer Services

[MyWestminster Updates]

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Friday 17 October 2025
Welcome to MyWestminster, your weekly update on everything happening in your city. This week:
* Delivering Better Customer Services (#main)
* More From the City (#city)
* What’s on in Westminster (#whatson)
* Have Your Say (#say)
* Public Health Updates (#health)

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DELIVERING BETTER CUSTOMER SERVICES: We’ve introduced new AI-powered software in our contact centre that makes it easier than ever for residents, businesses, and visitors to get in touch. These smarter systems – shaped by your feedback – help our staff respond faster and more effectively to your needs. The tech also saves us an estimated £500,000 a year by resolving queries more efficiently. You can get in touch 24/7 via our digital channels, while our staff remain available for complex issues and for those without access to smartphones or computers.

“We’ve listened to feedback and we’re proud to launch a new contact centre platform that puts accessibility, speed and choice first,” says Cllr Cara Sanquest, Cabinet Member for Communities. “We handle over half a million enquiries each year, and while calls were answered in under 50 seconds on average last year, we’re aiming to do even better. Whether you’re seeking help, services or information, our staff are now even better equipped to respond with efficiency and empathy.”
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YOUR VOICE, YOUR WESTMINSTER: On 7 May 2026, you have the power to choose who leads the services that shape your everyday lives and neighbourhoods. Your voice matters. Your vote is the first step towards a Westminster that reflects your values, your needs, and your community. Every decision starts with you. Make it count.
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A candle illuminates the words Happy Diwali

HAPPY DIWALI: On Monday, we join communities across Westminster and around the world in celebrating the Festival of Lights – a time for joy, reflection, and togetherness. To everyone celebrating, we wish you a happy Diwali.

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CELEBRATING SAFELY: As Westminster celebrates Diwali, Halloween, and Bonfire Night, we want everyone to enjoy the festivities safely. We’re working with the London Fire Brigade and the Metropolitan Police to prevent firework misuse and keep our neighbourhoods peaceful. Please remember that fireworks should never be used in public spaces or near roads. Bonfires are not allowed in homes or estates, and anyone under 18 must not have fireworks in public. Together, we can make every celebration safe, respectful, and enjoyable for all.
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HATE CRIME AWARENESS WEEK: This week, our Lord Mayor invited members of the community to reflect and give thanks for all the support and services they have provided residents, businesses and visitors, particularly those who have been a victim of hate crimes. If you need support following a hate crime or incident or you’re looking for ways to report one, you can learn more about reporting a hate crime here (https://westminster.us1.list-manage.com/track/click?u=a50c8b0dd980669ef713b4cca&id=b00ed59fc5&e=7e37558eca) . We also have important safety information here (https://westminster.us1.list-manage.com/track/click?u=a50c8b0dd980669ef713b4cca&id=de06478fdc&e=7e37558eca) .
Find out more about how we’re dealing with hate crime here (https://westminster.us1.list-manage.com/track/click?u=a50c8b0dd980669ef713b4cca&id=7981d954a7&e=7e37558eca)
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FLOOD ACTION WEEK: It’s Flood Action Week! Did you know schools can help fight flooding? The SuDS in Schools (Sustainable Drainage Systems) project captures rainwater to reduce flash flooding and create greener, more educational spaces. Rainwater doesn’t all have to go down the drain. SuDS help slow surface runoff, reduce flooding and boost green infrastructure.
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DELIVERING FOR YOU: We’re proud to launch our third annual Social Value Year End Impact Report 2024/25, showcasing the positive impact our partners have made across Westminster. From supporting 691 residents into jobs and apprenticeships to investing £5.3 million in local businesses, the report highlights how our social value programmes are driving real change. These efforts are central to our Fairer Economy Plan, helping communities thrive through collaboration, volunteering, and environmental action.
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VINTAGE FINDS AND ARTISAN CRAFTS: Step into a world of unique fashion and handmade treasures at Rupert Street Market. Every Friday features vintage clothing and accessories, while Saturdays highlight arts, crafts, and jewellery. Shop directly from local traders, discover one-of-a-kind items, and support small businesses in the heart of Soho. Open Monday to Saturday, 3pm to 10pm, the market offers an evening full of surprises. Make your next Soho night out an unforgettable shopping adventure at Rupert Street Market.
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HALF-TERM ACTIVITIES FOR CHILDREN: Free and low-cost activities including arts and crafts, sports and youth clubs will be taking place this half-term for children and young people in Westminster. There will be a wide variety of clubs catering to different ages and abilities, and offering a healthy meal too.
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CELEBRATING BLACK HISTORY MONTH: This October, we are proud to celebrate Black History Month under the theme ‘Standing Firm in Power and Pride.’ We’re hosting a range of inspiring talks and creative workshops to heritage celebrations and leadership series that honour the achievements, leadership, and cultural contributions of Black communities – past, present, and future.
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CONNECT, LEARN AND GROW: Calling all artists, freelancers, makers, and creative entrepreneurs based in Westminster! Join us on Tuesday 21 October for Re:Create Network and Learn – a free morning event at Somerset House designed to help you connect, gain insights, and strengthen your creative business.
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ENJOY WESTMINSTER WITH CITY SAVE: Our residents’ membership scheme is free to join and offers amazing discounts and savings including:
* Last chance to get 25% off tickets for the Evening of Joy charity concert (https://westminster.us1.list-manage.com/track/click?u=a50c8b0dd980669ef713b4cca&id=9c088bb23c&e=7e37558eca) on Sunday 19 October – an amazing evening of music and magic at The Actors’ Church in Covent Garden.
* Enjoy two for one Brit Movie walking tours (https://westminster.us1.list-manage.com/track/click?u=a50c8b0dd980669ef713b4cca&id=55387ae4a1&e=7e37558eca) and visit TV and movie locations featured in your favourite TV and film productions.

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GET YOUR FESTIVE OFFERS IN!

With more local people out enjoying local events and activities, now’s the perfect time to get your business seen. Join Westminster City Save and promote your offer to thousands of residents, completely free. Whether it’s a discount, 2-for-1, or a seasonal deal, we’ll help get the word out.
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JOIN THE JOURNEY: Help shape the future of Sustainable Transport in Westminster by telling us what you think about our proposed strategy. This will help us build a safer, healthier and fairer future for everyone no matter how you get around the city. Watch Cllr Max Sullivan explain more about the strategy here (https://westminster.us1.list-manage.com/track/click?u=a50c8b0dd980669ef713b4cca&id=f205dd6481&e=7e37558eca) .
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JOIN US AT THE NEXT WESTMINSTER TOGETHER: Leader of the Council, Cllr Adam Hug is hosting the next Westminster Together event on 11 November, giving residents and businesses the chance to put questions to the Leader and our Cabinet Members. You can attend in person at Porchester Hall, where you’ll also be able to speak with council officers before the Q&A session begins. Officers from services including housing, environment, anti-social behaviour, jobs and community services will be available to help with your queries. Or you can watch the live stream online – and you can still put your questions to councillors.
* Where: In-person at Porchester Hall, Porchester Rd, W2 5HS or online
* When: Tuesday 11 November, 6pm to 8pm
+ 6pm to 7pm – speak with council officers on our information stalls
+ 7pm to 8pm – Q&A with councillors

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HELP SHAPE WESTMINSTER’S FUTURE: We’re on a mission to build a fairer Westminster, and we need your ideas. We’re asking all our residents to share their thoughts on how the city should grow and improve. Tell us about the changes that matter most to you. From housing and local services to transport and public spaces – do you have an idea that could improve life in Westminster? Your input will help guide decisions that affect your community now and in the future.
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PROTECT YOURSELF AND YOUR BABY THIS WINTER: Flu spreads more easily in winter as we spend more time indoors with others. It can be more serious during pregnancy, affecting both mum and baby. Alongside the flu vaccine, pregnant women are also advised to get vaccinated against RSV and whooping cough. These vaccines help boost your antibodies, which are passed through the placenta to your baby, offering protection in those vulnerable first months of life. Speak to your GP or midwife to find out more and book your vaccinations. Vaccination is a safe and effective way to protect both you and your baby this flu season. Don’t wait – book your appointment today!
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WORLD MENOPAUSE DAY: On World Menopause Day (Saturday 18 October), the spotlight is upon the challenges facing women during the menopause transition whilst highlighting improvements in research, education and support.
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