A major cyber attack targeting three London councils continues to cause significant disruption to digital services, with Westminster City Council issuing a detailed update for residents.
The attack, which occurred on Monday, November 24, 2025, affected shared IT systems used by Westminster City Council, the Royal Borough of Kensington and Chelsea, and Hammersmith and Fulham Council. Westminster has warned that while many services are running, a full recovery is a complex process that could take several weeks.
Which Council Services Are Currently Impacted?
The council is prioritising the restoration of critical services, especially those used by vulnerable residents. A dedicated webpage has been set up for ongoing updates. Below is a summary of the key services affected and alternative ways to access them.
Council Tax and Business Rates: Online payments via the council website are currently unavailable. However, other methods, including Direct Debit, are working. Residents are advised to check the council's payment methods webpage for details.
Reporting Issues: The online 'Report It' tool is down, though residents can still submit reports on the webpage. Reports from the external site 'Fix My Street' cannot currently be viewed or actioned by the council.
Births, Deaths and Marriages: The certificate ordering system is out of action. To order a certificate, contact the General Register Office directly on 0300 123 1837.
Children's Services: Online referrals are not being accepted. To make a referral, call 0207 641 4000 and select Option 1. Alternative contact numbers have also been provided.
Waste and Recycling: Online forms for ordering bags, reporting missed collections, and booking bulky waste pickups are unavailable. Residents should call Veolia's commercial waste helpline on 020 7641 6180. Recycling bags can be picked up from local libraries.
Libraries: All council-run libraries remain open with events continuing, but new members cannot currently join. Guest WiFi is available, and self-service kiosks are operating for borrowing and returns.
Response and Investigation into the Cyber Security Incident
Westminster City Council confirmed it detected the cyber security incident on the day of the attack and took immediate steps to contain it. Teams have since been working with cyber security experts and the National Cyber Security Centre to secure systems.
The council stated that a data breach was identified on Friday, November 28, and a specialist team is investigating the extent and implications. Residents are urged to be extra vigilant against suspicious calls, emails, or texts.
Kensington and Chelsea Council has warned that disruption could last for at least two weeks, with ramifications continuing for months. They confirmed that some historical data, believed to be from 2006-2020, was copied and taken. The council also assured that no one will face rent arrears action if payments cannot be processed due to the cyber issues.
Hammersmith and Fulham Council believes its core systems were not compromised but has taken enhanced security measures. Its 'My Account' portal and other online systems are temporarily down.
How to Contact the Council and Stay Updated
The council's contact centres remain open, albeit with revised hours and potentially longer wait times. The main contact number for general enquiries and emergencies is 020 7641 6000.
Specific numbers include:
- Housing: 0800 358 3783
- Adult Social Care: 020 7641 2500
- Licensing Team: 020 7641 6500 or email licensing@westminster.gov.uk
A chatbot on the 'contact us' page is available for general questions, though it cannot currently escalate queries to a human agent. Residents are advised to get the latest updates directly from the council's official website and social media channels.
