Housing management

Housing management

The Council’s housing management customer service centre is experiencing an unusually high volume of calls.

This is due both to the ongoing impact of the recent spell of cold weather and an increase in queries following the transfer of housing services into the Council. As a result, residents may have to wait longer to have their calls answered.

We apologise for any inconvenience this is causing and are working hard to address this issue.
Please bear with us while we do this, as we do value all calls. If you prefer not to wait, you can request a call-back from the contact centre as long as your telephone number does not block calls from private numbers. To do this, ring the contact centre on 0800 137 111 and follow the instructions.

On 1 March, the Council took over the management of its homes from Kensington & Chelsea Tenant Management Organisation (the TMO). This includes day-to-day services such as repairs, cleaning and looking after your estates.

The TMO’s phone numbers have been transferred to the Council. Staff are working from the same neighbourhood offices but are now employed by the Council. This means that you can continue to access your housing services in the same way as you have always done. You can also use these web pages to find information on the management of your homes and to report any issues.

We have taken ownership of Repairs Direct and now manage its staff too. Repairs Direct will continue to deal with your day-to-day repairs, working on behalf of the Council.

The Council will be reviewing the current service, which we know has not always met your expectations, and will prioritise the delivery of repairs and major works.

The Council is not taking over the running of housing management services permanently unless residents tell us this is what they want. This is a temporary measure while you decide how you want your homes managed in the future. We will be working with you to help you reach the best decision for you, the residents, and we will let you know how you can give us your ideas and views.