Residents' Charter

Residents' Charter

This table summarises the two-way commitment between the Royal Borough of Kensington and Chelsea’s Housing Management service and its tenants and leaseholders.  It encourages a culture of mutual trust and respect, partnership working and community cohesion.

 As your landlord we will:What you can do to help us:
1Treat you fairly, as an individual, and always be honest about what we can and cannot do.Treat the Council’s officers and contractors fairly, and with the same level of respect you expect to receive.
2Create genuine opportunities for you to work with us and tell us what you think about our services. Use your feedback to shape and improve the services you receive, making better use of technology where possible.Help us by telling us when things go well and when they don’t, so we can use your feedback to measure and improve services.
3Take all reports of antisocial behaviour seriously, investigate and take appropriate enforcement action whenever possible.Respect your neighbourhood and act considerately towards your neighbours and ensure your family and visitors to your home do the same.
4Maintain your home so it is safe, secure and weather-tight in accordance with the conditions of your tenancy agreement or lease and ensure that both Council operatives and sub-contractors deliver professional services. Respect your home and help us to keep it in good condition by reporting all repair needs promptly and carrying out any minor repairs you are responsible for.
5Let you know in advance when we may need to access your home, or when work in communal areas might affect you.Give reasonable access to your home so we can maintain it and keep you safe.
6Provide high quality, professional services that are easy to use, offer good value for money, and provide information that makes sense and is transparent. Pay your rent, service charges and other money owed to us on time and in full so that we can invest this back into your home, neighbourhood and services.
7Be clear about what our, and your, responsibilities are so there is no confusion, and abide by the conditions of your tenancy/lease agreement.Understand and keep to the conditions set out in your tenancy or lease agreement.