Make a housing management complaint or give feedback
We aim to deliver a top-class service to our residents. If things have gone wrong, we want to make it easy for you to let us know.
You can also let us know when things have gone well.
This lets us know what residents appreciate, and what we need to do more of.
Report a new issue
If you have a complaint you have not reported to us before, contact us:
- phone: 0800 137 111
- email: [email protected]
We'll look into it and try to resolve it quickly.
If we cannot, we'll pass it to the right team to help.
Make a complaint
If you have contacted us before and we have not resolved your issue, or you're unhahppy with how we handled it, you can make a formal complaint.
Make a Housing Management complaint
Other ways to make a complaint
You can also make a complaint by:
- email: [email protected]
- phone: 0800 137 111 or 020 3617 7080
- writing to us: Housing Management, Kensington Town Hall, Hornton Street, W8 7NX
Give feedback or send a compliment
You can also use any of these channels to:
- give compliments to a colleague or team
- make general comments about our services
We love feedback so please do not hesitate to get in touch.
What happens when you make a complaint
We have a two-stage complaints process.
Stage one
- all new complaints are entered into stage one
- once received a manager will investigate what happened
- we'll respond within 10 working days to let you know our findings and how we plan to resolve it
Stage two
- if you are unhappu with our response, you can to escalate your complaint to stage two
- you'll need to do this within 20 working days of our stage one response
- the Director of Housing Management will review your case and your previous response
- they will respond with their findings within 20 working days unless an alternative date is agreed
Taking your complaint further
If you’re not satisfied after completing our complaints process, you can take your case to the Housing Ombudsman.
We'll include their contact details in our stage two response.
They will usually only review your complaint once we have completed our complaints process.
Find out more about the Housing Ombudsman.
Read the:
- Housing Ombudsman complaint handling code (PDF, 338.78KB)
- Housing Ombudsman complaint handling code self assessment form (PDF 663.69 KB)
- Housing Ombudsman Service landlord performance report, 2024 to 2025 (PDF 1.46 MB
Policies and procedures
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
Compensation
In most cases we’ll work to resolve a complaint, carry out any work that needs to happen and apologise.
However, if you have suffered a loss or injustice because of our actions or inaction, it may be appropriate for us to offer compensation.
Our Housing Management compensation and reimbursement policy explains:
- when we may offer compensation
- our decision making process
Read our Housing Management compensation and reimbursement policy.