Make a housing management complaint or give feedback
You can make a complaint about the services we provide in housing management.
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.
Make a complaint
You can make a complaint in the following ways:
- our online complaints form
- phone: 0800 137 111 or 020 3617 7080, Monday to Friday, 8am to 6pm
- email: [email protected]
You can also make your complaint by post:
Housing Management
Kensington Town Hall
Hornton Street
W8 7NX
Give feedback or send a compliment
If you would like to share positive feedback, you can contact us through the same channels to:
- give compliments to a colleague or team
- make general comments about our services
This lets us know what residents appreciate, and what we need to do more of.
What happens when you make a complaint
We have a two-stage complaints process.
Stage one
- all new complaints are handled at stage one
- we’ll acknowledge, define and log your complaint within five working days
- we’ll investigate and respond within 10 working days of acknowledging it
- if we need more time, we’ll explain why and confirm when we’ll respond
Stage two
- if you’re not satisfied after stage one, you can ask us to escalate your complaint to stage two
- we’ll acknowledge, define and log your stage two complaint within five working days
- the Director or an Assistant Director in Housing Management, will review your complaint
- we’ll send our final response within 20 working days of acknowledging it
- if we need more time, we’ll explain why and confirm when we’ll respond
Taking your complaint further
If you’ve been through both stages of our complaints process and remain dissatisfied, you can ask the Housing Ombudsman to review your complaint.
The Housing Ombudsman Service is free and independent. We’ll include relevant contact details and next steps 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.
You can also read these Housing Ombudsman related documents:
- Housing Ombudsman complaint handling code (PDF)
- Housing Ombudsman complaint handling code self assessment 2025 (PDF)
- Housing Ombudsman Service landlord performance report, 2024 to 2025 (PDF)
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.