Are all complaints handled the same way?

Nearly all. There are, however, separate arrangements for dealing with Social Services, Schools, Parking Matters, Planning Applications and Housing / Council Tax Benefits. If you are unhappy with a decision about these services the letter notifying you of the decision should explain how to complain.

Complaints about Council contractors

If you wish to complain about the services provided by a Council contractor, details are given at:

  • Tenant Management Organisation

The Tenant Management Organisation (TMO) has a separate complaints process. You can contact the Customer Relations Officer on 020 7361 3154 to discuss your concerns or obtain the leaflet ‘How do I Make a Complaint? ’ Alternatively you can email 20jseward@tmo.org.uk.

  • Waste collection

For information on how to complain about waste collection contact Streetline on 020 7361 3001 or email streetline@rbkc.gov.uk.

  • On-street parking

The conditions that we would consider as complaints are explained in the Parking Operations Complaints form, available from the address below or by telephoning Parkingline on 020 7361 3004.

Important: Please note that we will not treat a complaint about the issue of a Penalty Charge Notice, a response to a Notice to Owner or a Clamp and Removal representation through our Formal Complaints process unless someone is making a formal complaint about the behaviour or attitude of the contractor in carrying out their duties.

Any formal complaints to Parking Operations should be directed in writing to:

The Service Monitor, Parking Operations, The Annexe Building, Council Offices, Pembroke Road, London W8 6LZ.

  • Sports centres

Please contact the General Manager at Kensington Sports Centre or the General Manager at Chelsea Sports Centre in the first instance. In the event that you do not receive a satisfactory response then the matter should be escalated to the Cannons Contract Manager who is based at Cannons House, 40-44 Coombe Road, New Malden, Surrey, KT3 4QF.

What about my local councillor?

You can of course contact your local councillor at any stage. You can get their names from any of the Council’s information offices or go to the webpage Your councillor.