THE HEAD of a Westminster housing organisation has admitted 'significant' improvements must be made.

Mark Hoyland, chief executive of Westminster Council's housing arm CityWest Homes, said changes would have to be made to its major works programme.

He said: "The major works delivery is one that we need to improve significantly.

"We've changed the way we're doing things. We've recognised the weaknesses."

Mr Hoyland was responding to concerns raised by Westminster Council's health and community services policy and scrutiny committee.

A recent report carried out for the committee revealed that leaseholders had been hit by exceptionally large bills for small jobs.

A lack of information about how costs for major works were calculated was a further criticism.

Committee chairman Cllr Judith Warner demanded a 'reality check', telling Mr Hoyland that CityWest Homes should carry out a study on all blocks to determine which ones would need the most repair work in the coming months and years.

She asked him: "Which ones are going to need repairs over and over again because of their age? That's one of the big problems.

"Which ones are likely to have light bills and which are likely to have hefty bills? We have to have a reality check.

"When youknow the condition of the building, you have to say 'yes, it's going to be expensive'. You need to have better communication with the leasees."

Committee member Cllr Nick Evans added his concerns. He said: "To me, if you don't have a long-term plan for a building you're going to do 'ad hoc' repairs, which cost more than a programme."

Mr Hoyland also revealed plans to improve customer service with CityWest Homes.

He told the committee: "We're investing in our customer excellence programme, and we're investing in our IT systems, which will help speed the service up. However, it's not going to happen overnight."

Cllr Barrie Taylor had told him tenants felt a distance between themselves and those in charge at CityWest Homes.

He said: "I don't think your customer focus comes across very well. It has to be through every part of the decision process."