About Housing

Housing Management

A safe secure and affordable home is vital for giving people the best possible chance in life, helping to ‘narrow the gap’ and promote equal access to services and opportunities for all. Housing will be a major focus for the Council’s activity over the next three years.  

The Council’s Housing Strategy sets out its ambition to be an exemplary Housing authority, supporting mixed communities to thrive and providing services that meet the needs and aspirations of its residents.  

There is a focus on having open, honest and empathetic conversations with those in housing need, supporting residents as early as possible, offering tailored advice and support to prevent homelessness wherever possible and ensuring that as many people as possible are in high quality homes which they can afford.  

The Council is also concentrating on delivering excellent housing management services to its tenants and leaseholders in partnership with them and supporting them to stay in their homes, as well as working with Registered Providers and private landlords to drive up standards for all our residents, not just Council tenants. 

Enquiries

If you would like to contact Housing Management with a general enquiry about your home, please use the Contact Housing Management online form.

You can also call our Customer Service Centre on 0800 137 111 or our mobile friendly number on 020 3617 7080.

Local housing management teams

  • North of the borough (postcodes beginning with W2, W10 or W11 (apart from Lancaster West Estate, see below): call 0800 137 111
  • South of the borough (postcodes beginning with SW3, SW5, SW6, SW10, W8 or W14: call 0800 137 111
  • Lancaster West Estate, Bramley House and Treadgold House (Barandon Walk, Bramley House, Camborne Mews, Camelford Court, Camelford Walk, Clarendon Walk, Hurstway Walk, Morland House, Talbot Walk, Talbot Grove House, Testerton Walks, Treadgold House, Upper Talbot Walk, Verity Close): call 07710 053431 or 07710 053437 or email LancasterWestoffice@rbkc.gov.uk

Housing Management complaints and feedback

The Royal Borough of Kensington and Chelsea (RBKC or 'the Council') is committed to providing a high quality service to all our customers at all times. We recognise, however, that there are times when services do not meet our high standards, and customers are inconvenienced as a result. 

Where a complaint is justified, an apology will normally be deemed sufficient to correct any inconvenience caused. However, the Council understands that where a complainant has suffered loss or injustice, other remedial action may also need to be considered, including financial compensation. Section 92 of the Local Government Act 2000 gives Councils the power to remedy injustice arising from poor service. Our Housing Management Compensation and Redress Policy sets out how this power will be administered by RBKC.

The Housing Management Complaints Policy explains how to make a complaint, the issues covered under this policy and how we deal with complaints about housing management services.

Housing Management Compensation Policy

For complaints or comments you may have about Housing Management services please use the Complaints and feedback form.

You can also make a complaint or comment:

  • by emailing us as HM-complaints@rbkc.gov.uk
  • telephoning us on 0800 137 111 or 020 3617 7080
  • writing to us at Housing Management, 292a Kensal Road, London W10 5BE

Problems and complaints

If you have a problem at your accommodation, you should speak to the manager there or contact the managing agent.

If your complaint is regarding conditions at the property and you feel that the manager has not resolved the problem satisfactorily, you can contact the Council's Environmental Services Department for advice.

If you have a complaint about noise you can contact the Noise and Nuisance Team for advice.

The Temporary Accommodation Liaison Officer may only be contacted if you feel that the temporary accommodation agents or environmental health team have not resolved the complaint satisfactorily.

The Temporary Accommodation Liaison Officer can also put you in touch with other services such as social work support and holds regular surgeries in the Borough's hotels and at the Town Hall.

The Homeless Social Work Team can give practical help and advice for people placed into temporary accommodation by the Council. If you do not already have a social worker and you have children, a disability or other special needs you can make an appointment.