How do I complain

Information on how to make a complaint. This includes the processes involved and what you can do next if you are unhappy about a response.

Complaints about Kensington & Chelsea Tenant Management Organisation or Grenfell services

Kensington & Chelsea Tenant Management OrganisationWhen complaints have already been accepted under the Kensington & Chelsea Tenant Management Organisation’s (KCTMO) Complaints policy, any requests to escalate to the next stage of the process will be handled as follows:

Stage 2 requests – to be investigated/responded to by the director responsible for the service area complained about
Stage 3 requests – to be investigated/responded to by the Council's Director of Housing Management.

This is an interim arrangement until all complaints previously accepted under the KCTMO’s Complaints policy have been closed/resolved. If you are a Council tenant or leaseholder and wish to make a new housing complaint, report a repair or antisocial behaviour please visit our Housing Management pages.

Grenfell ComplaintsWe have brought the complaints, compliments and members enquiries processes together to enable shared learning across teams to ensure we improve services for you, the customer. 

Complaints about Grenfell will be investigated by the new, dedicated team. The Grenfell Complaints team can be contacted if you wish to formally make an expression of dissatisfaction with a Grenfell-related service, individual providing the service or decision made by the service.

The team can also be contacted if you wish to formally make an expression of satisfaction with a Grenfell-related service, individual providing the service or decision made by the service.

Complaints made against the following Grenfell service areas are dealt with by the team:

Key worker or Support Worker
Assistance services
Rehousing
Financial payments
Taxi provision
Volunteers
Communication errors
Decisions made on a case as a result of policy (but not challenge the policy itself)
Repairs (on properties acquired for former Grenfell Tower and Walk residents and those residents covered by the Wider Grenfell Rehousing Policy).

The following complaints will not be dealt with through the Grenfell complaints process if the complaints are against:

Repairs on Lancaster West Estate
Parking
Issues where legal proceedings have already commenced
Challenges to policy
Data breaches
Not receiving Exceptional priority
Corporate property
Benefits
Fraud
Councillors/ co-opted members
School admission decisions
Statutory Children and Adults

The team will not deal with:

Subject access requests (SARs)
Freedom of Information requests (FOIs)
Complaints older than 12 months

If you need to make a complaint that that is not dealt with through this process, you can still get in touch with the Grenfell Complaints team who will triage it to the relevant team to ensure that the complaint is dealt with appropriately.

The Grenfell Complaints email address is grenfellcomplaints@rbkc.gov.uk.​

Grenfell Complaints ProcedureClick or tap to enlarge

​How do I complain

Informal stage

If you are already dealing with a Council officer or you know which officer to contact, you may wish to raise an issue face-to-face, by telephone, email or in writing. Often, matters can be resolved at this stage. If you are unsure about which part of the Council is responsible, please telephone Enquiryline on 020 7361 3000.

Stage 1

If you are unhappy about the response to your initial complaint, you should tell the officer with whom you have been dealing that you wish to take your complaint further. Or you might wish to complete our Comments, complaints and compliments and send it to the relevant department.

If you are complaining about the way in which a particular officer has dealt with you, your complaint will be looked into by a third party. Your complaint will be acknowledged. You should be sent a full reply within 15 working days.

Send us your feedback complete the Comments, complaints and compliments online form.

Stage 2

If you are dissatisfied with the response to Stage 1, let us know. The head of the relevant section will investigate further and should send their response within 15 working days

Stage 3

If you are still unhappy, the relevant Director or Executive Director will review your complaint and send their response within 15 working days.

If, having received a response from the Director or Executive Director, you wish to take the matter further you can take up your complaint with the Local Government Ombudsman or the Housing Ombudsman if your complaint relates to Housing Management, estate services or a repair.


The Local Government and Social Care Ombudsman

The Local Government and Social Care Ombudsman is an independent service that investigates complaints about councils. You can seek advice from the ombudsman at any time but they will refer a complaint back to us if you have not been through our complaints procedure.

Contact

Local Government and Social Care Ombudsman
PO Box 4771
Coventry CV4 0EH

Telephone: 0300 061 0614
Website: www.lgo.org.uk/making-a-complaint
Fax: 024 7682 0001
Text: ‘call back’ to 0762 480 3014


The Housing Ombudsman Service 

The Housing Ombudsman Service resolves disputes involving the tenants and leaseholders of social landlords and its voluntary members ( private landlords and letting agents). The Housing Ombudsman Service will also refer you back to us if your complaint has not completed our internal complaints process.

Contact

Housing Ombudsman Service
Exchange Tower, Harbour Exchange Square, London E14 9GE

Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk