Housing management complaints and feedback
Complaints, compliments and feedback
We aim to deliver a top-class service to our residents, but if things haven’t gone right we want to make it easy for you to let us know.
You can also let us know when things have gone well – this kind of feedback lets us know what residents appreciate, and what we need to do more of.
New issues
If you’ve got an issue that you haven’t reported to us before, please call us on 0800 137 111 or email [email protected]. Our team will look into it and try to resolve it straight away. If they can’t, they’ll make sure it’s passed on to someone who can help you.
Making a formal complaint, a compliment or offering feedback
If you’ve already reported an issue to us, and we haven’t dealt with it or we’ve got it wrong in some way, you can make a formal complaint. You can do this by:
- Completing out complaints and feedback form
- Emailing [email protected].
- Calling us on 0800 137 111 or 020 3617 7080
- Or writing to us at Housing Management, Kensington Town Hall, Hornton Street, W8 7NX
You can also use any of these channels to give compliments to a colleague or team, or to make general comments about our services. We love feedback so please don’t hesitate to get in touch.
What happens when you make a complaint?
We have a two-stage complaints process.
All new complaints will automatically be entered into stage one. Once received, a manager will then investigate what’s happened and write back to you within 10 working days to let you know our findings, and what we plan to do to resolve it.
If you’re not satisfied with our response, you can ask that your complaint is escalated to stage two. This should be done within 20 working days of our stage one response. The Director of Housing Management will review your case and the previous response you received, and will send you a full reply setting out their findings within 20 working days unless an alternative date is agreed.
If you’re not satisfied after having completed our complaints process, you can refer your case to the Housing Ombudsman. We'll provide details of the Housing Ombudsman in our stage two response – they usually will not intervene until our complaints process has been completed. You can find more information about the Housing Ombudsman and their services on their website.
Policies and procedures
If you need more information about our complaints process, you can download our Complaints Policy. This sets out our approach to handling and responding to complaints in more detail.
In most cases we’ll work to resolve a complaint, carry out any work that needs to happen and apologise. However, if you’ve suffered a loss or injustice because of our actions or inaction, it may be appropriate for us to offer compensation. You can find details of the circumstances in which we may offer compensation, and the decision making around that in our Compensation and Reimbursement Policy.
