Complaints, compliments and feedback
Use this page to report a problem, challenge a decision, contact a service or make a formal complaint.
Contact the office or service
It’s often quicker to fix an issue by contacting the relevant service directly:
You can also report a problem on myRBKC.
Make a complaint
If you have contacted us about an issue and you're not happy with the way we handled it, you can make a formal complaint.
Before you make a formal complaint
Some services have their own complaints, appeal or challenge process. If your complaint is to do with the following, you should use the relevant process:
- complaints about Children Services
- complaints about your local sports centre
- make a challenge or representation against your PCN
- appeal a fixed penalty notice
- appeal a planning application decision
- appeal a school admission decision
Other ways to make a complaint
You can also make a complaint by:
- email: [email protected]
- phone: 020 7361 2060 (Monday to Friday, 9am to 4pm)
- post: Complaints Team, 3rd Floor, Kensington Town Hall, Hornton Street, W8 7NX
We recommend giving your phone number so we can contact you if we need to clarify anything.
If your complaint is about housing, you can provide an address to help us find your records.
We'll still send our response by email or letter.
How we'll handle your complaint
For information about how we investigate and resolve complaints, read our Corporate Complaints and Compensation Policy.
Give us feedback
We welcome feedback on how we can improve our services.
Send a compliment
If someone has provided excellent service, let us know. We'll pass it on to the team or person involved.
Housing Management complaints
The Housing Management Complaints Policy explains:
- how to make a complaint
- the issues covered under this policy
- how we deal with complaints about housing management services
Read the:
- Housing Ombudsman complaint handling code (PDF, 333.78KB)
- Building safety concerns and complaints flowchart (PDF, 133.33KB)
Make a complaint about Housing
Other ways to make a complaint about housing
You can also make a complaint or comment by:
- email: [email protected]
- phone: 0800 137 111 or 020 3617 7080
- post: RBKC Housing Management, 37 Pembroke Road, London, W8 6PW
Complaints reports
The annual complaints report offers an overview of how complaints have been managed over the year.
The report is shared with the Leadership Team and presented to the Overview and Scrutiny Committee for review.
2024 to 2025
The report was presented to:
- Overview and Scrutiny Committee, 20 November 2025 - watch the meeting.
- Leadership Team, 10 December 2025 - watch the meeting
- Full Council, 28 January 2026 - watch the meeting
2023 to 2024
The report was presented to:
- Overview and Scrutiny Committee, 20 November 2024
- Leadership Team, 11 December 2024
- Full Council, 29 January 2025
2022 to 2023
The report was presented to:
2021 to 2022
