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Call waiting times
We’re experiencing a high number of calls due to the cyber-attack. Try using our service contacts for a faster response.

On this page

Emergency numbers

General enquiries

Visit us

You can visit us in person at Kensington Town Hall. Some of our systems are currently down, but we will do our best to help.

Customer Service Centre
Kensington Town Hall
Hornton Street
W8 7NX

Monday to Friday, 9am to 5pm
Closed on bank holidays

How to find us
Public transport

Underground: High Street Kensington Station – District and Circle lines

Buses: 9, 10, 27, 28, 49, 52, 70, 328, 452 and C1

Service contacts

Lines are open Monday to Friday, 9am to 5pm unless otherwise stated. 

Calls are recorded for security and training purposes. For details, see our call recording policy.

Accessible transport

We are currently unable to process new or renewal applications for any disabled travel concessions or lost and stolen Blue Badges.

To change your vehicle, email [email protected] or visit the Town Hall with your Purple Badge and new car documents.

Contact us with any queries about existing concessions:

Arts and culture

Visit Leisure and culture for more information

Benefits

We are unable to access our benefit systems. We're working to fix this and will share more updates soon.

We made an emergency Housing Benefit payment to residents in private rented or housing association properties in the first week of February. We will repeat this process monthly while we fix the normal payment system.

We can't currently make Housing Benefit payments for tenants who rent directly from the council or have been placed in temporary accommodation by the council.

Call or email us if you need urgent help.

Find out more about benefits.

Building Control

Childrens Services

Chelsea, Worlds End and Health Link teams

Portobello North and South teams

Ladbroke North & South Teams

Bi-borough CWD Family Help and Bi-borough Disabled Children’s Support Service Duty

Early Help Front Door

Emergency Duty Team

Youth Justice (YJS)

Communications and public affairs

We are responsible for the Council's internal and external communications, and are the first contact point for all journalist and media enquiries.

Complaints

    Due to the recent cyber security incident our services have been impacted. Residents can still submit complaints by email to [email protected] or face-to-face at our customer service centre at Kensington Town Hall.

    Responses may take longer than published timescales at this time. Telephone is not available at present but we hope to re-open lines soon.

Council Tax

We are currently unable to access our systems due to the cyber-attack.

Call us if you have a general question or email us if you have specific questions about your account.

We will get back to you as soon as our systems are back up and running.

Direct Debit payments

We can now collect Direct Debit payments safely and securely. Customers will receive a new bill to explain the payment we will request from their bank. This payment includes the total amount due to be collected from 24 November 2025 to 31 March 2026.

We are still unable to access accounts to make any amendments. If you receive a new bill and are unable to make the payment, you may wish to cancel the Direct Debit with your bank. We will work with you to collect the money owed when our systems are working again.

Making a payment

Not all of our payment options are working at the moment.

If you do not pay by Direct Debit, you can make payments by bank transfer.

Make bank transfers to:

The Royal Borough of Kensington and Chelsea General Account NatWest Bank PLC EC2M 4BA

  • Sort code: 57-20-24
  • Account No: 00000000
  • Reference: use your Council Tax account reference number. This is shown at the top of your bill.

New residents

You may need to wait for some time before you get your first bill. Make sure you set aside money for when the bill arrives.

Electoral services

Visit Electoral services for more information

Education

Visit Children and education for more information

Environmental health

This service covers:

  • Trading Standards and Health and Safety Enforcement
  • Private Sector Housing
  • HMO Licensing
  • Noise and Nuisance
  • Construction Management Team
  • Licensing
  • Pollution Regulation
  • Food Safety and Infectious Diseases
  • Parks Police
  • Street Enforcement

Outside working hours, emergency calls are transferred to an out of hours service.

Visit Environmental Health for more information

Family Information Service

Visit Family Information Service for more information

Early Learning

The Parent Portal to apply for childcare funding for two year olds is currently unavailable.

Email us for advice: [email protected]

Housing

Housing Needs

To speak to an advisor, contact Housing Line, telephone 020 7361 3008 

Housing Needs Allocations Team

To email, choose the most appropriate team:

Housing: if you're at risk of homelessness

Contact us if you think you're about to be made homeless. We'll get back to you as soon as we can.

We're going ahead with appointments we've already made and will contact you if we need to change it. Please email us if you can't make an appointment.

Homelessness and rough sleeping

Our rough sleeping outreach services are running as normal.

To report someone who's sleeping rough, contact us with your name and phone number and we'll get back to you. Or contact Streetlink.

Emergency temporary accommodation

If you're in danger, call the police on 999. You can also call us if you are unsafe in your current home and urgently need another temporary home. We'll try to get back to you on the same day.

  • Phone: 020 7361 3008

Temporary accommodation rent

We can't take rent payments right now due to the cyber incident. You won't be evicted because of this. But please put the money aside so we can collect it when our systems are working.

Nominations/Allocations Team

Questions and issues relating to the Housing Register, such as problems bidding, Home Connections, and the allocation of social tenancies. 

Temporary accommodation repairs

If something is broken or isn't working, first contact your managing agent, who should be able to fix the problem.

If the problem isn't fixed, email our repairs team, and we'll try to get back to you within 3 days. Call us if it's urgent, and we'll try to get back to you the same day.

Housing Reviews

To request a statutory review of a decision made on your homeless or housing application

Housing Management Lettings

If your property is managed by Kensington Private Lettings (KPL) and you want to speak to us about your property

Procurement Team

If you are a landlord or agent and want to rent your property to us.

Private rented repairs

If you are a renting your property from a private landlord and experiencing disrepair issues, you can seek advice and assistance from the Environmental Health Team.  You should contact this team if you are unable to resolve these issues directly with your landlord.

Housing Management

Estate parking

For all queries relating to parking on our RBKC estates

Neighbourhood Resident Services Team

For tenancy home visit queries, right to buy applications, mutual exchange applications or housing management reception information.

Neighbourhood North 

For any tenancy-related queries with the north of the borough.

Neighbourhood South

For any tenancy-related queries with the south of the borough.

Rent Income and Financial Inclusion Team

Council tenants with rent arrears and payment enquiries, and those with financial difficulties and require assistance with budgeting, applying for benefits or appealing negative benefit decisions. Signposting tenants to partner organisations who offer grants or other forms of financial support.

Fire safety

Questions or concerns relating to fire safety within council-owned buildings.

Building safety managers

Questions or concerns relating to building safety in buildings over 18 metres. 

Homeownership (Leaseholders)

Questions about service charges, major works charges, consultation notices (S20) or Right to Buy or lease extension application.

Resident Involvement

Become more involved in the management of your home, the meetings you can attend, the focus/service improvements groups you may be interested in joining or finding out if there is a resident association for your property and how to contact them.

Lancaster West Estate

For emergency repairs and issues with hot water or heating, contact us:

You can also visit us in person at Baseline Studios on the Lancaster West Estate for help with enquiries. Our Neighbourhood Services Advisors are available in person from 8am to 6pm.

Housing Management Customer Services

For day to day repairs to housing management properties 

Capital Works Team

Capital or major works, improve or repair communal and structure parts of your building. To find out when major works are planned for your building, visit Planned major works.

Housing Benefit, Business Rates and Service Charges

Some of our payment systems are not working as they should due to the cyber-security incident.

Payments to the council

Our Council Tax and Business Rates systems are still not fully up and running.

We can now collect payment from existing Direct Debit customers safely and securely. Customers will receive a new bill to explain the payment we will request from their bank. This payment includes the total amount due to be collected from 24 November 2025 to 31 March 2026.

Direct Debit rules and guarantees stay the same.

Payment for Council Tax and Business Rates can also be made by bank transfer.

Make Council Tax bank transfers to:

The Royal Borough of Kensington and Chelsea General Account NatWest Bank PLC EC2M 4BA

  • Sort code: 57-20-24
  • Account No: 00000000
  • Reference: use your Council Tax account reference number. This is shown at the top of your bill.

Make Business Rates bank transfers to:

The Royal Borough of Kensington and Chelsea General Account NatWest Bank PLC EC2M 4BA

  • Sort code: 57-20-32
  • Account No: 00000000
  • Reference: use your Business Rates account reference number. This is shown at the top of your bill.

No other ways to pay your Council Tax or Business Rates are currently working.

Payments from the Council

If you are expecting a payment from us, there will be a delay before you receive it. This includes some Housing Benefit and Discretionary Housing Payments as well as Council Tax and Business Rates refunds. We're working to fix this as quickly as possible, but can't confirm a date yet.

Land charges
  • telephone: 020 7361 3554
Libraries
Opening times

Visit Library opening times for more information

Licensing

General queries

Email us or leave us a voicemail.

Pavement licences for tables and chairs

Parking: general enquiries

Visit Parking for more information

Parking: Penalty Charge Notices (PCNs)

Visit Parking for more information

Parking permits (enquiries)

Visit Apply for a resident's permit for more information

Parking permits (applications and renewals)

Visit Apply for or renew your resident parking permit for more information

Parks

The Stable Yard
Holland Park
Ilchester Place
London
W8 6LU

Visit Parks for more information

Pest Control

During this time, any missed appointments will be rescheduled at the resident or customer’s convenience, without incurring a charge.

Planning

For planning enquiries:

For the Trees team email [email protected].

Visit Planning and Building Control for more information

Registrars

We're sorry if you have had problems contacting us.

You can book our services online. If you need to contact us:

Social services

outside working hours emergency calls are transferred to an out of hours service

Visit Health and Social Care for more information

Streetline

Please bear with us at this time. Only report issues that pose a health and safety risk. Thank you for understanding.

Visit Bins and recycling for more information

Street Trading and Markets
Tell Us Once (Bereavement Service)
  • telephone: 020 7361 3940

Last updated: 16 February 2026